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