Can anyone please advise what to do?

Changed from Pipex to Talk talk 16 Nov 2007. Talk talk specifically told me that they would handle the changeover and i wouldn't need to do anything. Confirmation received from Pipex on 2nd Nov that my telephone service and line rental would be changing. Changeover took place smoothly, couldn't access Pipex account from mid nov. Some time later (Feb 08) got bill from Pipex for broadband services to march 08. Asked what was going on, was told I hadn't cancelled my broadband provision. Said that this was handled by Talk Talk, was told talk talk had tagged the line and it was their fault. Asked Talk Talk who said that pipex were unable to provide broadband service to me from mid nov, so they shouldn't be charging me.

From $6.50, they have then charged for April to May, so another £6.50 (which is when pipex say I actually cancelled the broadband contract) and then added £25 admin charges. The debt collection agency they have sent this to are threatening bailiffs and I cannot get any sense or confirmation of anything out of either customer services (pipex or talk talk).

I am so frustrated and upset by Pipex attitude on the phone, being passed from pillar to post, spending a fortune on 0871 numbers and not getting anywhere. What can I do to resolve this? Do I owe them the money, is what Talk talk did wrong?

Please help if you can.

Acknowledge nothing, do not admit bailiffs without a court order, Put everything in writing to Pipex.

---

Circumstances alters cases!!

I thought that I was the only one having this problem with Pipex!

I changed my account on the first of May. I made several phone calls to the Pipex Cancellation team in April and it took me over the statutory five days to get a MAC code from them.

I started using my new supplier from May 1st, but then received letters from Pipex billing me for June and now July. I have written several letters, made innumerable phone calls to their billing department ( in Lithuania!) and others to their cancellation team who are now in my eyes little more than a joke! This as well as many emails to their "customer service" department

I am now heartily sick of Pipex and their apparent incompetence. I now believe that Mr Cox whose name appears at the bottom of the letters from their credit control department does not exist, as no one from the company will put me through to him or give me his number.I pointed out to them that I very much resent receiving threats from an individual that I am unable to contact.

As a retired Headmaster I have never in over 60 years defaulted on a payment and have not done so on this occasion.

I certainly would not recommend this company to anyone as a result of these experiences.

Meanwhile I have made a formal complaint regarding Pipex to the ISPA of which they are a member. They have passed on my complaint and Pipex are supposed to get back to me within 5 days . If I am still not satisfied I can make a second complaint when an independent arbiter is brought in. Check out the ISPA website.

www.ispa.org.uk 

What has happened since your post?

Since contacting ISPA I have received a phone call from Tiscali "High level complaints" department.They tell me that my account is closed , the balance has been restored to Zero and acknowledge the error made by Pipex . So far I have heard no more - fingers crossed!