Other people who have been terribly messed around by Pipex might want to write to the head man. I thought it might be helpful if I tell you the name and address. This is the letter I will post soon:


Mike Read
Chief Executive
Pipex
1 Triangle Business Park
Stoke Mandeville
Buckinghamshire
ENG HP22 5BL


Dear Mr Read,

I am writing to let you know how deeply dissatisfied I have become since joining your Pipex Start and Anytime service in July.

You advertised my package to consist of a £6.50 broadband section and a £12.50 Anytime section. It included free antivirus software for a year plus free modem and free connection.

Here are my major complaints:

1. When I joined Pipex on July 14th your representative DID NOT TELL ME that the Anytime phone package was unavailable. Two months later I am STILL WAITING for this service to be connected .

2. My online invoices show that you have charged £14.99 per month for the broadband section as if I had signed up for the 'broadband only' service, which I hadn't. Also you have charged £20 for the modem , £20 for the DSL connection and £5 for the unavailable antivirus software. Customer Service told me that they would amend my bill but could not alter the £14.99 broadband charge. For this I would have to contact Customer Care. The bill still has not been amended three weeks later.

These are more minor but very irritating complaints:

Your failure to keep me informed has been shameful and I have had to phone Pipex many times, even to ask for my user name and password and also to enquire about the persistently unavailable Anytime service.

1. I sent two emails, including a detailed one outlining my concerns, to Customer Service but NEITHER WAS ANSWERED

2. Only after many calls was I told about Customer Care and their unpublished email address, to which I have now written. It is very frustrating that this department is only contactable by email and there is a ten working day delay in getting a response. I am not holding my breath for a response as I don't expect that there will be one. With my previous ISP- OneTel- if I had a problem, I was immediately put in touch with someone with the authority to sort out the problem.

When I entered into a contract with you on an 14th July I expected the terms of that contract to be honoured, both by receiving the services and by being invoiced correctly for them. If you can’t fulfil these terms I will be forced to part company with you and change to a reliable company

Sincerely,