Pipex/TalkTalk contact query

I need to find an email address for Pipex/Talk Talk so that I can get confirmation regarding my final bill date.

I migrated from Pipex on 17th November, and my monthly DD has just gone through my bank for the usual amount.
I need to know if that was the final payment, but have had no confirmation or indeed any communication about this.

I tried both the email addresses on the 'contact us' page of the Pipexuk.com site, and they were returned telling me to use the online form - I click on the form link on the web page, and get a virtually blank page with no contact form to fill in.

I did get a letter from TT some days ago telling me that account transfer from Pipex to TT would take place in December, and was surprised because theortetically, I'm no longer a customer because I migrated.
I've had no communication regarding final billing etc.

I'm posting this on the TT section because I'm thinking that perhaps there's no-one left from Pipex on that section here to answer my query and I would like written (letter or email) confirmattion that my account is paid and closed so that I can cancel the DD.

Hi Trish,


Can you confirm if you have tried the contact number on your bill to contact the Pipex Teams.

During Migration all queries from pipex customers are handled by a specific department within TT Group.

Regards

Mark
TalkTalk Online Community Department

Hi Mark - Thanks for replying.

I haven't got a bill - never have done.
The only communications I've had have been regarding the transfer of accounts and subsequent delay of same. There is no phone number on those letters.
I did get my MAC code by letter, but that's all.

All I get each month is an email telling me my bill is now available online. If I go into my account online, I can see the PDF's for my bills but when clicked on, they won't open.
Again, there's no phone number.

If my Pipex account number would help, I'll be happy to send it to you, or If you could provide me with a UK phone number or email address I'd be grateful as I've had no communication whatever regarding when final billing will take place etc.
All I need to know is when to cancel the DD please.

Regards - Trisha.

HI Trisha,

The oringal dates for migrations to be comeplted was pushed back and custoemrs were notified by letter when the migration would take place.

If your yet to migrate you will need to contact the Pipex Teams Directly. You can find contact details fo rthem on the Pipex Website.

Until such a time that the migration to TT is complete we will not have visibility of your account, only the Pipex Teams will have this access.

Once the migration is completed we can provide support for any queries you have.

Regards

Mark
TalkTalk Online Community Department

Can't you read? OP has left Pipex and won't be migrating to TT.

In reply to a post by XRaySpeX:

Can't you read? OP has left Pipex and won't be migrating to TT.

Thanks XRay - I wouldn't have put it so bluntly, but point made

Thanks Mark - not what I was asking.

I need a UK phone number or email address to get confirmation of final bill being paid (my last DD 30th Nov).
I migrated on 17th Nov.

I've had no communication at all and need confirmation to enable us to cancel the DD.

HI Trisha,


I appreciate this and in reference to Xrays post I was outlining the scope of what assistance I can and cannot give via this forum.

As advised I can direct you towards the relevant contact details but cannot provide direct support unless the acount has migrated to TT. Without having visibilty of your details I cannot confirm or deny if this has occured so either circumstance is possible and giving advice on both variables necessary.

As advised we can only refer you to the contact details for the pipex Teams on the pipex Website as during the migration all pipex queries are handled by a dedicated team.

Regards

Mark
TalkTalk Online Community Department

This whole post is nonsense and has nothing to do with OP's query .

In reply to a post by TALKTALK_SUPPORT:

but cannot provide direct support unless the account has migrated to TT.

OP is not migrating to TT. She has already migrated away from Pipex. As an ex-customer, she is surely still entitled to support on her final bills.

All she is asking for is contact details in order to do this, having already failed to obtain them at the place that you "directed her towards".

Thanks Mark - and XRay

It all makes me feel 'in limbo'.
If things work as they should, I should not be getting a new TT account number, so will be likely excluded from the TT forum.

Should I fail to get a resolve from a Pipex telephone number, and if I get a TT account number by some chance, then I'll use that.

If I use the email addresses on the Pipex site, they only produce a reply requesting me to fill in an online form, which doesn't appear to exist any more ..if it does, I can't find it - only a blank page.
I'd have preferred some sort of email contact to request details about final billing as I'd prefer some written comfirmation, but I'll try phoning the Pipex number and requesting some sort of written confirmation.

My sympathies Trisha, you've joined thousands of ex-Pipexers in limbo. Log every call and copy every letter for the complaint you will probably have to make to Otelo.
Take a look at http://forums.thinkbroadband.com/general/f/3887392-t... Good Luck!

Oh don't! ))) ....it's exactly what I was trying to avoid!

I have saved what communications I have had, but without written confirmation that the final payment has been taken, I feel concerned.

The care@pipexuk email address is still shown as contact, but as you've seen, if I use it I get directed to fill in an online form that doesn't appear to exist anymore.
I'll try the phone number tomorrow!

We also moved our phone call service to the new ISP, and got written confirmation (and a partial refund) from BT very quickly.
Is some form of written acknowledgement not a legal requirement when paid for services are terminated ?

Send them a recorded delivery snail mail saying if you not heard from them within 14 days you will be entitled to take it that you have fully discharged any obligation to them and that your account owes nothing.

I suspect there could be a stuck order. Their billing system is very poor and people have had stuck orders for months. This can include cease orders.

Talk Talk have been fined by Ofcom for charging after a customer has ceased. I am trying not to frighten. But you need to be wary of them.

I would strongly recommend chasing it up with them. If not luck with Otello or Ofcom. If you are registered for on-line billing you can check after the cease has been put in.

Hope it gets sorted.

Hi Trisha,
I transferred away from pipex business in November, as Pipex bill a month in advance I cancelled my DD when the service was migrated.
on 7th December I received a letter from TT advising that my DD failed ! with contact number of 0800 298 2981
I called and was advised it was an error, and I was actually due a refund.

Your DD on 30th Nov would be for service in December, as you migrated away then this payment was not due.

Hope this helps

XRaySpeX - The Islander - t99del

Thank you all for your replies. I note the wording for a letter that you advise XRay, and see what you say Islander re the online billing - I can see the list of bills, but for some reason the PDF's there will not open ..just a blank page.
t99del, I hesitate to cancel the DD in case it makes things worse. Perhaps I should try phoning first: either the number on the Pipex website, or the one you've given.
I usually get email notification on 18th of each month that my online bill is ready, and the payment goes through my bank on 30th.
I wonder if I should see if I get that email notification this week before doing anything else, and if I do, will make that phone call and follow up with a letter.

You might as well wait for the 18th and see if you have a bill showing "Nothing to pay" and then print it off as evidence.

hi Trisha,

Can you confirm if you have yet tried the phone number on the Pipex site 0871 663 3300

There is also full contact listing information for complaints in the Complaints Code on the pipex website here, if you are not happy with the handling of your issue.

http://www.pipexuk.com/terms/customer-complaints-cod...

@XraySpex - Im not sure how my post is nonsense. I cannot see the custoemrs account. Although the customer has advised they have migrated away from Pipex I cant confirm/deny whether this was before or after the account migrated to TalkTalk (which is an automated process and could of occured at any time in November of this year as all Pipex Accounts were migrated to TT systems).

As such advising of how they can get support both prior to and after migration is necessary in this case. I initally referred to the relevant resource for the customer to find these details, i have provided a direct link above if this is unclear from the OP's navigation of the Pipex site in order to provide as much help as possible.

@The Islander - The billed after cease issue was isolated to a specific system which has since been identified. Pipex customers leaving pipex prior to migration are on pipex systems so this point isnt relevant.

Regards

Mark
TalkTalk online community department

That's much clearer! You never indicated previously that OP might have been migrated from Pipex to TT before she left Pipex.

However, OP stated in her original post that she had a letter informing her that her a/c was being transferred to TT in Dec, well before she left Pipex.

Thank you Mark, no, as yet I haven't tried that number. I was going to see if I got email notification of billing by email first, as it's usually 18th. Shall I wait until Monday to see ?
I haven't looked at the complaints section - didn't want to complain as such, just get clarification that I can cancel the DD.

My Pipex account had not been migrated to TT when I asked for the MAC code, nor when I migrated to a new ISP on Nov 17th which is why I offered to send you my Pipex account number if you were able to use it.
As XRay said, the only communication I've had since getting the MAC code is another letter late November telling me the Pipex account would be migrated to TT accounts in December (no date given).

I'm just anxious to do this properly to avoid any potential problems

Thanks XRay - As stated, you are quite correct: my Pipex account had not transferred to TT accounts at the time of migrating to the new ISP, and despite that last letter stating payments transferred to TT would begin in December, I've had no new account number or confirmation, and that's why Mark said he couldn't help until I had a TT account number.

There was a payment taken at the end of November for the usual monthly amount.
My bank details still shows Pipex as a current DD.

Hi trish,

It looks as if there has been an error with closing the pipex Account from what you described. Im surprised you ahvent already tried to resolve this using the number form the Pipex UK website as Im sure the answers to your query can be obtained in a phone call.

If you call the pipex Teams on that nubmer they will be able to confirm the account closure and should be able to ake any adjustments necessary. Failing that I would advise to use the Complaint Code.

Regards

Mark
TalkTalk Online Department

Hi Mark - thank you for the reply.
I hadn't rung the number because I thought to see if I got email notification of billing on 18th as usual, and whether I did or not, then phone and ask.
What I was really wanting was confirmation in writing that my account was fully paid and now closed.

However, I just tried logging into my account and it appears to have been closed. So, I rang the number you gave - this is the same number I requested my MAC code on, but this time I was not speaking to someone in the UK.

I was told not to close my DD yet and to see if I get billing notification on 18th and then call them back after that date to request a manual refund on any amount due back to me (probably the full month).

So, I'll do that and also ask for written confirmation that the account is finalised.
Hopefully all can then be concluded smoothly and the DD cancelled
To be honest, a refund was the furthest thing from my mind and all I wanted was to be able to cancel the DD knowing all was in order.

I did get an email on 18th, and this time I could see the list of bills showing a minus monthly amount (couldn't open the actual bill though).
I phoned that number again and eventually spoke to someone - he said they'll be putting a cheque in the post for a full month refund: £15.31.

I said that I assume I can now cancel the direct debit, and he merely told me again that they're sending a cheque. When I asked again, he said yes.
So hopefully, it is OK to cancel the DD.
Not sure why I was told last time not to cancel it yet, but it looks like all is just about sorted now!

When I checked, I see the two phone calls regarding this refund amount to £5.30, thus reducing the refund by over 1/3 ...typical!

Anyway, thanks for the help Mark and everyone.

Trisha, I would complain at having to pay £5.30 just to leave a service.

Obvisiously I would not call them to complain as you will be out of pocket again.

It seems the "Contact Form" does not work - http://www.pipexuk.com/support/email-us.php

I have sent you a PM with a number.

Mark,

Perhaps as you work for TalkTalk which now ownes Pipex you can point out to a Manager or Director, that those still left on "legacy" services can ONLY call what is actually a "premium" rate contact number as the Contact Form - http://www.pipexuk.com/support/email-us.php does not work!

Just a helpful point.

Thank you CJT - I don't see a PM from you, but not to worry, just pointing out the problem perhaps will result in changes.
The email addresses that are/were on the same contact info pages don't work either - both times, all I got was a reply telling me to complete the online form, which of course is not actually there!

All I wanted was something in writing - whether letter or email - that my account is now closed. A refund wasn't my main objective at that time, but seeing I'm entitled to one, it's ironic that getting it costs so much in phone calls.
Having the right paperwork or email confirming that I can cancel my DD was all I was really concerned with.

We also moved our phone call service at the same time, and BT sent a letter followed by a partial refund that we didn't even have to ask for.

I was told by Pipex/TalkTalk that a cheque will arrive within 28 days, so hopefully there'll be some sort of confirmation enclosed. The cheque alone is pretty conclusive too I suppose.

Just trying to avoid any possible problems due to admin errors or similar.

Hi CJT,

Im more than happy to provide this feedback however the 0871 663 3300 number isnt premium rate, its a non-geographic rated call.

@Trish - im glad to see you ahve managed to resolve this issue.

Regards

Mark
TalkTalk Online Community Department

In reply to a post by TALKTALK_SUPPORT:

Hi CJT,

Im more than happy to provide this feedback however the 0871 663 3300 number isnt premium rate, its a non-geographic rated call.

@Trish - im glad to see you ahve managed to resolve this issue.

Regards

Mark
TalkTalk Online Community Department

It is a premium rate call if you use your mobile. O2 charge at 38.5p per minute! 0871 numbers (even 0800) are not included in your monthly call minutes. Yet another example of rip off Britain.

Thanks Mark. I've cancelled the DD, just waiting for a cheque now.

It can take a long time to get through with these call centres, and even if not premium rate, it can add up. I don't get 08 numbers and similar included in my 'free' minutes with my phone service.
Another reason a UK standard number or an email address would be useful - even if only for billing and account finalisation.

Good luck getting the refund. In future, you could cancel the DD and ask them for a final bill which you will pay by cheque or bank transfer. Just record your letter/email and save it in case of future problems. If you ever get a debt collection company calling, you will have all your evidence to show them, then say any further calls by them will be considered harassment and you will call the police.

So, yes, you're thinking you might have hassle in the future, but you've just had a month or so of hassle dealing with a company who wont communicate with you and which has access to your bank funds.....and they aren't alone in this type of behaviour.