lanks:

I did find a very helpful advice page on this site advising me to request a deadlock letter from Pipex, as I can't seem to get anywhere with them, which is what I've just done.

That is what you need in order to involve the Pipex ADR. The normal route to the deadlock letter is to raise a formal complaint strictly in accordance with the Pipex complaint's procedure. Then on receipt of the "deadlock letter" or 8 weeks from first raising the complaint - which ever occurs first - you can ask the ADR to consider the complaint.

I don't know how the telecoms ADRs are financed but I do know that with the Financial Ombudsman Service the organisation is hit with a hefty case fee regardless of the outcome. There is no cost to the complainer. Where any case fee is greater than the sum complained about the organisation would be daft not to settle. Unfortunately I cannot say Pipex is not daft.

Hi Jalexa and thanks for your reply.

I did contact CISAS first and they told me OTELO was the ADP for Pipex. They have just e-mailed me exactly what you have said so you are spot on in your advice. I did find a very helpful advice page on this site advising me to request a deadlock letter from Pipex, as I can't seem to get anywhere with them, which is what I've just done. Other than taking it to OTELO I can't think of another option - can you?

Thanks again.

lanks:

I am in the process of contacting OTELO to make a complaint and hopefully reach a resolution using their ombudsman service but hoped to sort it out directly with a Pipex person with a little common sense?

First you need the exhaust the Pipex formal complaints procedure (or give them 8 weeks). Have you checked that OTELO is actually the Pipex Alternative Dispute Resolution provider? I thought it was CISAS.

Hi. This is my first post so apologies if I make any mistakes or aren't as clear as I should be!

I had broadband supplied by Pipex UK at my last house for almost two years and had a very good deal with them - £7.99 per month for unlimited download - but on moving house in February discovered I couldn't transfer the service. The operator at the Home move department said they would cancel my previous service and I would lose my current deal, and there would be a £38.50 transfer fee, so I asked him to cancel the transfer and the service.

The phone line at the old house was disconnected when we moved out at the end of Jan and remains so, so no service could be used there.

In the middle of June I received a (postal forwarded) demand for almost £50, and when I contacted Pipex about this I was told my service had not been cancelled. After much correspondence explaining that I had cancelled the service, had moved house etc. I was told not only did they have no record of my cancellation but they claim to have informed me in March (just after I canceled the service) of a change in tariff from my previous deal at £7.99 up to £14.99 (hence the large bill). I never received any post or e-mails from Pipex at all until I got the demand for payment.

They are now demanding almost £100 and refuse to accept I canceled the service, even though I have an e-mail from one of their customer service operatives saying my phone service was canceled 5 March which I have pointed out is my cancellation of the broadband service as BT had my phone service, and the phone line at the house I had the Pipex service was/is disconnected.

Has anyone any ideas how best to proceed with this please? I am in the process of contacting OTELO to make a complaint and hopefully reach a resolution using their ombudsman service but hoped to sort it out directly with a Pipex person with a little common sense?