Ok Before i registered I have read most of the Complaints, and i am not quite sure if you are Pipex or Pipex homecall which once was Pipex.

I was Browzing for a New Broadband Supplier and came across this and thought id have a nosey as to what was being said and if you as customers thought of the service.

And its quite Obvious alot of you are really unhappy

I do apologise if you feel you are being badly treated by the agents i cannot speak for Pipex but for pipex homecall as i do work for them

most of the agents at pipex homecall are very helpful and the best time to call to speak to one of these would be between 5 - 9

thats only for pipex homecall i cannot speak for pipex

Thanks

Hi,

I joined Pipex Homecall as i was told about the great £6.50 offer. I called once the router etc..was installed to complain about conncetion speeds and was told to wait 10 days for it to adjust??
I was Tesco previous, no problems what so ever, fantastic service but moved for the "cheaper option". It is crap, slow and constantly getting disconnected. I have called to cancel and they say you have no cooling off period and that i would have to pay 12mths upfront fee to get out of the contract?????????
How is that good service, i am stuck with a awful service for a whole year and cant do anything about it???

sorry to hear about your experience have you spken to their technical department without knowing your telephone number it is difficult to test your line and say what r8 you can get once the stable r8 is achieved. persevere if they can't fix it you are allowed to canx without fees. AS FOR THE COLLING OF PERIOD IT IS 14 DAYS FROM THE DAY YOU PLACE THE ORDER sorry that wasn't meant to be in capitals was shouting at m8 on msn

i called within 14 days and was told that this was not the case- there is no cooling off period??

14 days from the day you place the order. This rule is totally pointless. You aint gonna know if the service meets your needs until you try it out and that happens to be 14 days from when you placed the order. I am another annoyed customer who is getting a shocking service, if all i wanted to do was view web pages then i would have settled for dial up. Instaed i go for an 8mb service and it is slow as hell all day everyday including there so called off peak hours. 11am - 6pm peak yeah whateva!!!!!

Shocking isn't it!
I am so angry with myself from getting tied up in all this.......they are an absolute joke. My argument was the same as yourselves, my router took 3 weeks to get to me then after a day i called to complain about the connection speed, then after 10 days of the so called "settling" period i called again to be told sorry you cannot cancel and would be charged if i did!

Absolute joke and 10 months to go unless someone helps sort this mess out :-(

there seems to be quite a few homecall employees posting on here offering some kind of help. ive got 1 question, can i get out of this 12 month contract with your help, yes or no. please let me know, if you would rather contact me privately.

depends on your reasons? have u had a lenghty loss of broadband service?

Would having a Tiscali ip address for the last two weeks instead of Pipex be good enough reason to be able to cancel the service with pipex?

You must get a copy of your contract and check it thoroughly.

From a technical perspective you are highly unlikely to get the same IP address from different suppliers so I would challenge Pipex to answer why a Tiscali-owned IP address is allegedly being used in a Pipex customer situation.

If Homecall was a Tiscali service and is now owned by Pipex I would have assumed that Pipex or Tiscali would have contacted every customer to ensure that they wished to continue service with the change-over. My assumption is, however, misplaced as most ISPs are incapable of basic customer service beyond "Give us your money or else" followed by their usual threats.

One other thing that worries me on these forums is the number of alleged ex-Pipex or ex-ISP employees who seem to think that they can help in user-land. To those specific individuals: If you could not help when you worked for the respective company, whatever makes you think you can help now you don't work for that company? As customers - we probably have 100% more experience than you at dealing with the faceless wonders that we seem to be faced with every day. Your sentiments may be honourable, but your ability to provide answers is extremely suspect.

---

For every positive action, there's an equal and opposite government plan.

I just phoned them up to ask about the tiscali ip address.

His responce was it makes no difference to the service and it doesnt matter that they sell it as pipex homecall and then provide a connection via tiscali. Apparently thats not misleading or misselling the product..

Regrettably they are probably right but then again when was Pipex ever an HONEST ISP?

The bottom line here is that if you are not receiving what you paid for then they are in breach of contract and must either fix the issue or refund your money. In Pipex's case, the choices are even more limited as they do not have the first clue about customer assistance and as these forums show, they have even less concern about keeping a client happy.

Battle on - truth ALWAYS wins in the end.

---

For every positive action, there's an equal and opposite government plan.

**WARNING** do not go over to Pipex Homecall - they are complete and utter RUBBISH. The lie about the service they say they can provide; you cannot get to speak to a person with a brain cell; they are uselss when it comes to their own Audix menu against their phone number of 0871-6633300 - if you ever ring this number be prepared to be angry, frustrated and sick to the stomach with how useless they are. They keep telling me to ring the same number over and over and to chose option 4 for technical support - option 4 does not exist! If you then chose 3 for all other enquiries, they cannot put you through - you have to ring - guess what? - 0871-6633300 and chose option 4!!!!!!!!!!! Ahhhhhhh!

We have been without Braodband since 19th Jan and we want to leave. Sod the contract - I'm going via Trading Standards and using the Supply of Goods and Services Act 1982 at them. Trading Standards have told me that legally, Pipex Homecall are in breach of the contract as they are not supplying us with any service (they claimed it would be up to 8 meg) - there is always a way out. I'm going to write to the MD by recorded delivery, outlingin all of the problems, claiming damages, and the a Judge in Court can see what I've done. So, go for it yourself.

I am (soon to be was) a Pipex/Homecall subscriber. I was happy about 15 months ago when I signed up. Cheap rates for ADSL and phone line with a long distance bundle. However, as soon as Tiscali bought up Pipex (who bought Homecall) the quality of service went downhill dramatically. I have had an open support call for the past 4 months for severe reduction in speed starting just before 4pm every day. I have been waiting for my contract to expire so that I can leave. It doesn't matter what the brand is anymore. Bulldog, Pipex, Pipex-Homecall, Tiscali.... they are all the same company and Tiscali is the worst for customer service and underhanded practices of moving customers to LLU networks without notification to subscribers. Once you have been moved to LLU service, when want to leave Tiscali and go back to a BT based service, you have to not only pay to get your BT line back (around £65 at present), you also get to do without your ADSL for a week or more for your trouble.

All in all, I have no qualms with the Tech Support staff except to say that you aren't really Technical but simply call takers workng off a script. I work for the 4th largest software house in the world in a UK call center at 4th Line Support. I know how a call centre works. I know that Tiscali policy is to not allow customers to speak to the real Technical staff which means users end up repeating themselves to a different call-taker everytime one calls in. Technical Support should be just that, technical and they clearly are not which is really disappointing for those of us who know what we are doing at the other end of the phone.

My criticism to Pipex-Homecall is that by making promises Tiscali isn't able or is out and out unwilling to keep, you are going to loose valuable customers (read me) . I cannot in good faith recommend a company that lets their existing customers down so completely after the merger with Tiscali.

PS: Everyone should check to see how much it costs per minute to call into 'Technical Support'.

Pipex-Homecall is 20p/min.. Orange is an outrageous 50p/in... Buyer Beware.