Hi guys, wonder if you could offer me some advice.
It's yet another Pipex problem. I've been with them for some time now, but since upgrading to their wonderful 8MB service, I've had real grief.
The upgrade, from the 2mb service that I had initially, I was quite happy with because it was £5 a month cheaper than I was paying previously. I went through the 10-day stablilisation period and as expected, experienced pretty wild fluctuations, BUT on occasions I was getting up to 4MB which I can't really complain about.
Since the stabliisation period had ended, download speeds have been woeful ... down to 512 sometimes. I called Pipex and after waiting in the queue for 45 minutes, was put through to a 'technical' bod who gave me some router login changes so that BT could monitor the line. They also said that someone would ring me back within 48 hours with BT's findings.
I've heard nothing. Despite ringing them four times and being put in endless queues, the only response I get out of Pipex is that they've logged the problem with BT and are waiting for a response from them. You can't get through to BT wholesale for love nor money and you're forced to use your ISP as a contact point. Unfortunately for me, that happens to be Pipex!
It's now been 10 days. Still nothing from Pipex. I've sent this shitty email to them, please see below:
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"I have a current case open with yourselves #2199532 regarding the speed of my so called '8MB' connection which as I type this is running at at about 1.3Mbps.
I have to say that I am totally dissatisfied with the service that I have had from you in resolving this matter. I've called you four times in the last week, had to wait in excess of 45 minutes to get through to someone, and when I do, all I'm told is that "there's nothing we can do, we have to wait for BT to contact us."
I first reported this on Saturday 7th October and was told I would have answer within 48 hours (Tuesday 10th latest). Since then I have seen my broadband speed during this time plummet to 512Kbps. I don't expect 8MB by any means, but during the stabilisation period, I was getting speeds of up to 4MB so I know the line is capable of it. At the moment I'm paying for a service that I'm not getting and it's just not acceptable to keep blaming BT. YOU are my provider, YOU are my only contact point to resolve this and YOU are supposed to be supplying me with a service.
Your call waiting times are unacceptable, your levels of support are unacceptable.
To this end I would like an answer by close of play Monday 16th October as to the current situation with my broadband connection. Please arrange for someone to call me, reply to this email or at least do something.
If I hear nothing by then, I will be calling on Tuesday to cancel my subscription. In general up until now, I was happy with Pipex's service and have even recommended you to friends. I'm afraid this is no longer the case.
Yours faithfully
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Now I'm tied into this contract for another 12 months so leaving may not be an option yet. Just wondering if you guys have any advice on what to do next or had any similar experiences.
The problem with me is that I do use my broadband for work purposes, as I often work from home and log into our work server in the office remotely. Consequently I'm finding this a real pain and it's affecting my work efficiency.
Thanks for any advice you can give me.
Kind regards
Yellowcake