I subscribed to Pipex Broadband and Talk in June 06; setting up a direct debit to my current account.
Pipex have set up two direct debits on the same account!
Pipex have not debited any money from the account.

Dec 06: received a letter from Pipex, they would debit all money owing on Dec 08. They did not take any money.
Jan 07: received a 'Payment Overdue' letter from Pipex; they would suspend the service if I didn't pay.
Jan 07: Called Pipex, 'Payment Overdue' notices are sent automatically, ignore, they will debit money owing; Again nothing taken.
Feb 07: received a 'Payment Overdue' letter from Pipex; they would suspend the service if I didn't pay; Haven't responded yet!

Have not changed my account details since joining Pipex.
Have tried to view account on My Pipex but the page comes back blank, although My Pipex always seems to have problems.
Am concerned that debt is building up, if Pipex do, one day, debit all money owing, will likely send my account overdrawn!!

What is my best course of action? I intend to leave Pipex in June this year.

I have exactly the same problem, I signed up online in August for B/band and phone package, modem and filters supplied free, plus two months free if I moved from another provider, which I did. This was an ONSPEED joint promotion with Pipex. I wish I had never been tempted!
One, Pipex have set up several d/debits and have yet to collect once, despite repeated Emails to enquire "why not?" Replies all refer to their finance dept.- frankly I wonder if they even have one. I have had letters demanding payment but I take the view that they have debit arrangements, why not use them.
Two, Onspeed and Pipex seem unaware of each other's existence, Pipex don't know about the promotion and I had to Email them a copy! They seem unable to define ' moving from another provider' - so I don't benefit from two months free and they tried to charge me for the modem setup etc.
Three, I have cancelled all d/debits except for those Pipex say are active and am inclined to cancel all of it
Four, I have informed Ofcom and trading standards.
Anyone else out there as puzzled and frustrated about Pipex?

I think there are quite a few of us out there with this problem.

One point I failed to mention; I talked to their finance dept, they wanted my bank account details (over the phone) to set up another direct debit. Naturally I told them to use the two already set up.

Let us know how you get on with Ofcom and Trading Standards, interesting to hear their thoughts.

Thankfully I'm now through the phases of annoyance, irritation, exasperation and anger at the incompetence of Pipex's accounts department. I now regard it as just laughable. Happily I'm planning on moving house shortly and just intend to 'walk away' from them.

I tried to change my payment details in order to pay from my business account. It took Pipex only six months to achieve this and it involved maybe a dozen emails, several telephone calls and brushes with their useless online management system "My Pipex" or whatever they call it, which is about as flakey as a pie crust.

When you do get an email it's always from a different operator and usually someone with only a passing familiarity with the English language.

When they finally got around to direct debiting those six months worth of subscription, the money was only out of my account for twenty four hours. They credited it right back the following day.

They now seem to be able to take direct debits. They seem to have established three further agreements against my bank account, but trust me, I'm monitoring this. The payments for January and February were made at the right amount and at the right time. But 18 days after the February payment I got the "Payment Overdue" letter.

Yes, I did try to telephone their "advisor", but when they fail to answer my call in less than 15 minutes, I'm really not convinced, despite what the recorded message says, that my call is all *that* important to them.

I've emailed again. Do I expect a prompt and efficient resolution of this issue? Would you? I'm not bothered. It's they who are loosing money and not me. Until I leave them behind, I'm just going to continue to laugh at these incompetents because expecting any improvement is as useless as expecting to win the lottery.

BABCON

Yes. These people are cretins. They keep losing my credit card number and then cutting off my account for non-payment. Nothing I tell them on the phone makes any difference.

Get away from them as soon as you can!

Having started this thread, I can sign off by saying I have finally left pipex.

I am buying BB, TV and Phone from Sky. So far all is well. Router turned up early and all works wonderfully. They are also taking correct payment at the correct time.

Pipex actually managed to supply a MAC code, much to my surprise.

Colleagues at work report Pipex service has deteriorated (is that possible?) following the tie-up with Tiscali.

Get out ASAP

i made the mistake of leaving sky to join pipex, it is now the 19th, jan 2008, and pipex havn't taken payment since october 2007!

that up top of the problems i'm having upgrading to business from residential (see the mac code problem thread) i wish i'd never joined!

i've since stopped the direct debit, and going to another provider, cos pipex suck!

I have been with pipex for 18 months now, the first three months were free for transfering from another provider (onetel even worse), and then £14.99 amonth. No money was taken,despite having my bank account details when I signed up. no e-mails answered and no answer by a human on the phone.

I was lettered in May 07 saying taking 3 months payments, but nothing taken. Now having automated phone calls that you hold on forever and still no human being to talk to. It says it is to do with my account.

Where do i stand? am I obligated to the 15 months in one lump sum? Can they take it by Direct debitwithout telling me they going to?

I joined Pipex in September 06, immediately had 3 direct debits set up by them and they have never taken a penny from me! I've just received a message from them saying they would like to urgently discuss an 'issue with my account'. I suspected a web search may lead to forums such as this and feel better armed to call them knowing that they are clearly incompetent generally and not just with my account. I guess they'll tell me I owe them for over a year's worth of charges but I don't feel I should pay them because it's a large sum of money that would have been perfectly manageable if taken monthly. This is totally their fault. Wish me luck!

I totally agree with you. They cut our service 8 days ago and it's still not restored. Plenty of time wasted on the phone,IDIOTS in capitals.

Don't sign up with them and if you are already with them GET OUT ASAP.

They are *** (to be polite)!

Hi - congrataulations at leaving Pipex Homecall - I have as well. But I had to take Legal Advice fromt the Trading Standards Office to do it. They were great! Please see my letter pasted in below that was sent to the MD of Pipex - enjoy! But it means YOU CAN LEAVE! We had a message to call them yesterday and we did - we've been credited everything requested and have been released from the contract without financial penalty AND we got our MAC code - we are off to BT!

Managing Director

Pipex Homecall Limited

Christie Fields

Derwent Avenue

Manchester M21 7QS

Dear Sir / Madam

REF: SUPPLY OF GOODS AND SERVICES ACT 1982

I am writing in connection with the above account, which relates to telephone number 01xxx-xxxxxx and the failure of Pipex Homecall to provide a broadband service to us with care and skill, under the Supply of Goods and Services Act 1982. I am writing this letter following legal advice. I will diarise the events that proves out dissatisfaction below:

• 19/01/2008 – complete failure of broadband connection. Call made to Technical Support – duration 42 minutes. Told to un-install then re-install software – did not work.
• 20/01/2008 – no broadband. Call to Technical Support – duration 35 minutes. Told may be drivers no longer working. Told will be sent new CD-ROM with new drivers.
• 24/01/2008 – no broadband. CD- ROM arrived – installed it – no broadband. Call to Technical Support – duration over 40 minutes. Talked through lots of diagnostic routines by Technical Support – did not work. Told by Pipex Homecall Tech Person to “send back that modem which is a piece of rubbish” – she was able to discover that it was the Speed Touch modem at fault. Case Ref: 1197930. Tech Support told us that they would send an Ethernet Modem which would solve all our problems. Was told would be sent on Friday 25^th Jan 2008 and we would not have to wait until our old one was returned before Tech sent the new one. Was told would be 3 working days.
• 30/01/2008 – no new modem Called to chase up – duration 15 minutes - was told had not been ordered as promised, but had been ordered Monday 28^th Jan 2008 – would be sent by courier in 2 days.
• 01/02/08 – no modem – called to chase up – duration 10 minutes - was told it had not been sent by courier but by 1^st class recorded delivery – should be soon.
• 02/02/08 – no modem. No Broadband.
• 04/02/08 – no modem. No Broadband. I called to chase up the modem – duration 10 minutes - they could not tell me anything about it. I asked to speak to the Tech Support Manager and was told there wasn’t one.
• 05/02/08 – no modem. No Broadband.
• 06/02/08 – no modem. No Broadband.
• 07/02/08 – modem at sorting office – collected and installed that evening – installation seemed to go ok – connected to the Internet briefly, which enabled us to connect with the Pipex Homecall website. Stopped working after 10 minutes.
• Between 7^th Feb and 20^th Feb, both my husband and myself have made numerous calls to Pipex Homecall, with an average duration of 20 minutes each – total approx 15 calls.
• Pipex Homecall have been given numerous opportunities to fix our broadband connection / service / supply and have failed to do so.

Pipex Homecall have failed to supply us with a service of care and skill; we have been legally advised that Pipex Homecall are in breach of contract as neither the modem or service is of merchantable quality under the Supply of Goods and Services act 1982.

We have been paying Pipex Homecall £6.50 per month for “Broadband Up to 8Mb” which we have not received since 19^th January 2008.

We have been advised by Consumer Complaints of the Trading Standards Authority, that we have the right to claim monetary damages for failure of service. Therefore we claim:

1. One month’s Broadband fee of £6.50 including
2. We claim a total of 452 minutes of telephone calls at 10p per call plus VAT (call price advised to us by Pipex Homecall) which equates to £53.11 including VAT at the current rate.
3. Immediate cancellation of the contract with no financial penalties.

We hereby serve Pipex Homecall with a deadline of 27^th February 2008, by which time we expect written confirmation that a reimbursement of damages of £59.61 has been made and the contract has been cancelled. If this does not happen, it will be deemed that Pipex Homecall are in further breach of contract and we will immediately cancel the direct debit instructions and move both our land line and broadband service to a different supplier without further recourse to Pipex Homecall.

This letter is being sent via first class recorded delivery.

Yours faithfully

Dawn1966 i think i love you! x x x that letter is awsome!