Hi,
Does anyone have the email address for the CEO of pipex? I think I have his mailing address but wanted a quicker response. I am moving house and pipex 1) is charging me a cancellation fee, and 2) requiring me to sign another 12 month contract. I don't want ot pay the fee as I believe I'll never get it back, and I'm leaving the country in October so am not signing another 12 month contract. Also, has anyone been in the same situation as me and had a successful outcome??

I need to write to the Chairman and CEO of pipex - could you please email me cjwilson11 AT hotmail.com the address you used??? I would be extremely grateful.

Good news Pipex seem to be sorting out incorrect invoices at last.
I had a call today advising me of credits raised against my account and having done a quick check the ammounts appear to correctly offset the overcharges and I have agreed to reinstate my direct debit.
They were able to view my account regarding charges and credits but could not view my invioces which made things more difficult, anyway it was nice to recieve a call from Pipex instead of the hastle we all experience when phoning them.

Looks like they finally got their billing system integrated with the other companies they purchased a while back.

Should solve a lot of the gripes and headaches people have been having.

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'Now, I have become Death, the destroyer of worlds.'

I've had awful problems with Customer Services since Mar..

 

They just WOULDN'T give me a MAC code, it took approximately 3 months to get one..

I refused to pay any bills past Mar and now they're taking me to court..

Has anyone had a similar threat do you have any suggestions of how to get out of it...

 

 

If you are CERTAIN of your facts, let them take you to court and ask ONE question, why did Pipex break the law by not giving you a MAC address when asked. That, in itself, goes against the OFCOM ruling which demands that a customer is entitled to receive a MAC code on application.

Refusing to pay bills is never a recommended course of action from a legal perspective even though I can sympathise with your position. I took Pipex to court in last year and won, but it took nearly six months before I got my money back from them.

Pipex Internet's registered office is in Stoke Mandeville and all correspondence for them should be addressed there. Make sure that you send it by registered post as Pipex tends to 'loose' mail and then claim that they've never received it. In all my dealings with them, they have been liars, cheats and ne'er-do-wells who should have been closed down by the Office of Fair Trading YEARS ago.

Pipex is possibly the WORST ISP in the UK and I cannot understand why anyone would still sign up with them. They promise the Earth and deliver a steaming pile.

SHARK!

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

Pipex is a joke.  I have had problems with companies, but have never experienced such deceitful liars in my life.  I hope the people who work at Pipex sleep well at night.  I sent 2 copies of a letter to them (one to the CEO) and never received a reply.  These were both sent recorded delivery. 

Hi folks, came across this site when I was trying to google ways to cancel my contract with Pipex. I have experienced most of the same problems as you lot. What's really making my blood boil though is that I was given misleading information about the package I am on. Was with Pipex for a few years previously and recently moved. The chap I happened to speak to told me about a 'special package' only he could put me on. Like a fool I believed him. What he told me I would get would be a package costing £12.50 per month, incorporating 2gb of internet usage plus anytime calls. What rot!!! It appears I have actually been signed up to an 18 month package whereby I receive half price broadband for 6 months, still have to pay extra for phonecalls AND am being charged for going over my usage - which seems to be happening fairly quickly. So my bills are now in excess of around £21, compared with the £14.99 package I was on previously.

 What can I do to cancel my contract without incurring a cancellation charge? I have written to Pipex and received a glib reply that really did not address the points that I was making nor answer my questions. Surely I can cancel on the basis of misleading information? Am really tempted to put something in writing and cancel my direct debit. Seriously doubt that they would bother taking me to court over it.

 Not really sure what these MAC codes are either, so if someone could explain, that would be great.

Absolutely BEWARE PIPEX!

This is the letter I sent to them which will explain the problems:

"Sir,

 

Unfortunately, I cannot be polite after your inability to provide simple cancellation of my broadband as I requested long ago – In March 2007- and you still have my broadband account as active!

 

I agreed – my mistake- in JUNE 2006 to change my previous broadband provider to you. Your company – under another name in the past - was providing my landline. In March 2006 I decided – and I suppose you agree that I have the right- to change my broadband and landline provider. The landline has already expired and there was no charge for disconnection but I had to pay a disconnection fee for the broadband for which I spoke to your employee named ... and we agreed that is 74 pounds i.e. the rest of the 3 months remaining and I was told NOT to stop my direct debit so the rest of the payment would be paid by the direct debit account. I have letters since March 2007 where is obvious that you knew that I wish to stop my account with you. I spoke to one of your employees in April and I asked to have my broadband till the expire date of my account, i.e. June 2007 AND I WAS TOLD THAT THIS IS NOT POSSIBLE SINCE THE BROADBAND IS NOT COMPATIBLE TO THE TELEPHONE LINE OF THE PROVIDER THAT I HAVE ACCOUNT NOW. SO YOU KNEW SINCE APRIL THAT MY BROADBAND IS NOT ACTIVE ANY MORE AND INDEED SINCE MAY 2007 I AM NOT ABLE TO USE YOUR BROADBAND ACOUNT I.E. IS NOT ACTIVE.

When I asked if it is possible to continue my account till the date that expires, I was told that this is not possible because it is an automatic process of cancelling the broadband and they could do nothing about that. After the expiration of the 3 months period, and after taking from my account 24.99£ for the month July on 9/7/07 although that was OUT of the 3 months period I stopped my direct debit – unfortunately I didn’t do that earlier- and I started to have letters from you AGAIN saying that there is outstanding balance! Also, I had a VERY RUDE phone call from one of your employees asking to speak to me about my account and when I asked him surprised what is the problem since I had informed your company since April 2007 that I wish to cancel my account HE PUT THE PHONE DOWN ON ME!

After some time, I had another letter from you and I decided to call you. I had to speak to several different persons and departments, technical support, billing department, managers and so on and I was informed that my line is still ACTIVE!

The last person – and I have to admit very helpful- that I spoke to was your employee named ... who put me through to a manager and I explained the problem. I was told also that I will receive my migration code which apparently is necessary to change internet provider and your company hasn’t bothered to provide me that despite the fact that you knew long ago that I wish to cancel my account and you have told me that the inactivation of the broadband is an automatic process.

 

I also asked Ms ...– of course I don’t have the surname since no-one gives the surname- to send me a letter to confirm that my account is cancelled and I was reassured about that as also I was reassured from your technical support team that my account is not active any more.

Despite all re-assurances I received today a letter from your company and I opened that expecting to see the confirmation of my cancellation and the migration code that I have been promised. However, instead of what I was expecting based on our very time consuming conversations I had the same irritating letter about the outstanding balance which of course I decided to ignore. But… you disturbed me again with a phone call saying again that my account IS STILL ACTIVE!

Sorry but I have never seen this level of disorganization and unreliability.

After all re-assurances that everything is OK we are back to square one and this is ONLY your mistake because of lack of communication between your employees. I did EVERYTHING that I was told to do in order to cancel my account and if I was not told something that I should have done this is YOUR responsibility.

Of course I will inform my bank for your unreliability and the fact that you have charged me already 24.99 £ before I cancelled the direct debit.

To cut the VERY LONG STORY short I summarize that I DEMAND from your company:

1. To give me back the 24.99 £ that I was charged in July despite the fact that I had cancelled my account since March
2. To inactivate IMMEDIATELY the broadband which you DO NOT PROVIDE  me since May 2007 and you are aware of that
3. To send me a letter confirming the above and apologizing for the inconvenience that you caused

 

Sorry, but I cannot be polite after your behavior"

Despite the letter and more phone calls I had another blackmail today saying that they will take "further action" if I will not pay 24.99 more.

On the contrary, I am planning to take further action on them and claim for one more time my money for the month I was wrongly charged.

Avoid this company!

 

 

I recently upgraded my line to broadband, well atleast I thought, not changing to another company, I did make it clear I was an existing customer. Without filling this entire page with all my bad customer service, I will keep it very short, I was promised a package for just over £20 broadband and line rental, and £30 towards a router and modem. A long story cut short I had no telephone for 10 days lots and lots of phone calls to helpdesks, broad band not working for 2 weeks, and they are denying the refund of £30 for the modem. Am I to cut my losses and move to a decent company who don't mislead there customers or do waste even more time in the hunt for compensation of money and time spent. Please advise ?

TOTALLY FUSTRATED

Mark

I, too, could fill pages detailing the appalling service offered by Pipex. But to keep it short: my 'service' with pipex allegedly began in November 2007, I finally got a stable connection at the start of this week (February 18th 2008). Pipex asked me to send my wireless router back in December for testing, which I did, but they lost it. They promised to replace it but actually sent a secondhand modem. Now they won't send me another router without either a) charging me £50 or b) me sending the modem back (and therefore disrupting the connection it has taken months to achieve).

I have spent hours and hours on the phone to their so called technical and customer services (much of it waiting in a queue to speak to someone). They actually have the nerve to charge for this 'assistance'.

I have suffered months of frustration and would recommend that new customers take their business elsewhere.

Hi,

I'm having probs with Pipex myself. I've been with them since they started supplying home broadband, quite a few years ago.

Did you know that their broadband side was taken over by TISCALI at the end of 2007????

Not many people do know this as they have kept it quiet, especially where their customers are concerned. A female member of customer service said that they still work for Pipex but basically she thinks they have chosen not to tell their customers because of the reputation that Tiscali has. (Or similar words to those anyway).

I won't go into a lot of details about what problems I've had since the take over, I would get too carried away, type loads and get annoyed!! (But it's basically, being mis-sold a landline call package (Pipex's words not mine!), which I've since cancelled, being offered and given a lesser package than currently available for the same price (I checked after the phone call) and being charged for the 2 months free broadband I should have received instead of the free modem - found that last bit out from their 'advance direct debit notification' email today - so still have to call them re that one).

Anyway, like the other posts on here, I'm not happy with them either and would go elsewhere if I didn't have a 12 month contract.

Good luck to you all with sorting them out,

Caz

Hi all, Re: BEWARE PIPEX

So Tiscali took over Pipex in 2007. Did that mean that Pipex would be more efficient?

Did it mean Pipex would honour their contracts?

Did it mean that a mere customer would be able to contact Pipex more easily?

Did it mean that Tiscali would accept complaints about Pipex?

Did it mean Tiscali would accept any liabilty for Pipex's refusal to attend to problems?

In my experience NO. In fact, I was told by Tiscali "Can't help - no details of account!" After 6 months of deceit and lies from Pipex I was advised by OTELO to contact Tiscali with complaints about Pipex. I did butTiscali still don't want to know. It's always someone else's department and a mere paying customer isn't allowed to know who or be put in touch with them. No other telephone numbers are available to contact Pipex - only the 0871 number. They make money from someone in trouble by making you wait - in my case, many times up to 45 minutes on the line (10p per minute), then just cutting you off. Sometimes I've been told things are "in hand", sometimes "Sorry it wasn't done we'll do it immediately", other times "no-one available" or "Can't get through to that department - call the 0871 number again". So far it's SIX months since my initial complaint and is it sorted? NO WAY, and I don't expect a resolution until OTELO intervene.

Let's face it - As long as Tiscali and their associated internet companies have idiots like me paying good money for a non existant service why should they bother to attend to complaints.

If you're having problems long term with them - make your complaint official.

Contact OTELO - Telephone 0330 440 1614 or 01925 430049.

The more complaints to them the better!!

Don't expect Pipex to rectify complaints without OTELO intervention. It's not very likely they will. After all - they make a lot of money from you every time you phone to complain.

Good luck with any problems - make sure you tell as many people as possible.

Publicize all your grievances about Pipex.

Tell the world how bad they are.

Rod

Don't forget www.saynoto0870.com It supplies a number of landline numbers for Pipex (Tiscali) support including 0161 4515000 and 020 33028407 /08 /09 /10 /11 /12

I could also fill pages and pages with details of my recent problems with Pipex. Early in June 2008 I switched my broadband service to O2 (brilliant so far, by the way) using the MAC code provided by Pipex. Unfortunately, Pipex didn't recognise the switch and continued to bill me for the service, even after their 30 day notice period had passed. Naturally, I refused to pay the post-cessation bills, so they started threatening me with debt collectors and credit blacklisting. Then they sent me emails welcoming me to Pipex and informing me that my new service with them had gone live. First I tried to resolve the matter by phone (at 10p per minute). When it became clear that that was a waste of time and money, I switched to their online support site and emails to their customer services address. Finally I tried sending recorded delivery letters to their offices in Welwyn Garden City. Only now, after I have endured 6 weeks of threats and harassment from Pipex, are they beginning to realise that they made an error. I will be pursuing them for compensation for my wasted time in sorting out this mess. If you’re thinking of signing up to Pipex/Tiscali, take my advice: don’t!