Really Excellent Support

We quickly jump to complain, but I had to express this praise somewhere.

My 82 yr old Mum has had Pipex/Homecall for more that 5 years. Never a problem, until this week after never having been switched off or even re-booted as far as I know, her ancient Belkin router went pop and had to be scuttled off to the great big electronics bin in the tip. I got her a new Netgear, to match mine.

Problem of course is that after so long, finding her account details was impossible - so I had to call up for the login and password, plus any other setup info. Phone rang twice before I was straight through to an assistant. Explained the problem, and after them having a few words with Mum to confirm who she was etc. I had *great* support. Everything so easy and so very polite - all done, checked and tested within minutes. I have never been so impressed with support from a call centre - there was no urgency to get me off the line for the next call, but so much care was taken to ensure that everything was working before I left the call. I know the call cost me 5p per minute, but it was worth every penny.

Thanks Pipex - you're stars.

Bill

I've often wondered whether it would be worth being their only customer! But their latest letter threatening me with a 33.3% price increase is some what of putting so I am looking for an alternative ISP.

Michael Chare