Just an update on my situation. After emailing Pipex Customer Care to complain and inform them that my account has been closed since November, I received a reply from Charry Sable and Paul McTernan. Charry Sable asked me to provide evidence of the following,

How you cancelled your Pipex service.
Evidence of the request (if written).
The date and time of your request.
(If Verbal) the name of the agent you spoke to.
Copy of your first bill from your new provider
Any other details you feel are relevant to the claim.

So this I have done, recorded post of course. I showed the date I phoned Pipex and cancelled with my BT statement. The letter from Pipex saying they are sorry I am leaving and providing me my MAC code. The date I phoned their advisers and the name of one of them. Plus my first staement from Sky and the confirmation letter saying i have joined Sky broadband.

Paul McTernan confirmed that my account has been closed (Not convinced) but that there were charges still on the account and could I send a copy of my first invoice from my new provider so he can investigate these charges further. So I have sent, recorded post, all the same details to him and to Charry. I have also sent the same details to John Cox at Credit Control who likes to send the threatening letters and to Gary Rodgus, head of customer care at Pipex's Hertfordshire address. gary was the one who sent me the orginal letter with my MAC code.

Hopefully, one of these people will be able sort out the problems. If not, then i will take it further and put an official complaint in.

It's crazy how many people have had such differing messages from Pipex, some about accounts that don't even exist! It's like being stuck in a revolving door with them. Shudder.

I had another phone call from Pipex - from a chap called Jason in Customer Care (I think). He was picking up on my e-mail to Customer Care (which was just a CC of the e-mail to Watchdog) to check on how the resolution was coming along. I told him I had already spoken to a lady from Tiscali High Level Complaints (THLC) on the phone and had a letter from Pipex... He confirmed that I would be getting a cheque for 30-odd quid, as promised by THLC. The letter though, that's weird - it doesn't actually say HOW I will be getting back the £80 line rental refund + £30 goodwill thing. Strange, eh? I might write back asking for a statement of my account for the last six months, and ask him to clarify if I'll be getting a cheque, or what. Account credit is no good now that my account no longer exists (so Pipex say)!

The Pipex chap who phoned sent me a confirmation e-mail of what we talked about in the phone call, which did actually arrive, but I didn't get a callback phone number for him - just his ID number. He apologized, which was nice... The thing is, the people I speak to do seem to be bothered that people are angry/sad/irate - the problem is that they have to work within the company's crappy system to get anything done.

Does each Pipex department have about five databases, each one containing different account details for each customer? Seems like it... Still waiting for the cheque by the way. Hope it materializes!

Linus, I reckon get your formal complaint in to Pipex now. If you get to a point where you want CISAS or someone to arbitrate, you have to have been waiting for a response from the ISP for twelve weeks. Don't forget to bring in the ISPA - it's relatively easy to file a complaint via their website.

Just an update from my position on March 31st.

My daughter suggested I should write a letter rather than e-mail (I gave up telephoning when I realised the cost in time and money).

I printed a dated selection of the conflicting messages I had been receiving, and sent this with a letter which I asked them to regard as an official complaint. I had two weeks with no correspondence from them. Bliss!

I then had a letter from Fergus McGloin of customer relations, which seems to be fairly convincing that it has finally been sorted out, though I cross my fingers as I write this.

Perhaps old-fashioned snail mail is the answer? I certainly hope so.

Good luck to all fellow-sufferers.

allul

OH MY GOODNESS HOW RIDICULOUS ARE PIPEX!!!!!

I moved two weeks ago and Pipex have been asked 3 times to disconnect the service. They have disabled the line but somehow still managed to leave the line connected. PlusNET (who are Fantastic in every way) can't connect me back up until Pipex have disconnected the line. Customer Service at Pipex just cut you off when you try to speak to them. WHAT A RUBBISH COMPANY. I WOULD NOT RECOMMEND ANYONE EVER USE THEM. Despite having cancellation references, Pipex are unable to disconnect the line.

I just don't know what to do now - no landline - no broadband. This debarcle is almost as bad as the rubbish I had with The Post Office Home Phone service. I am so fed up I could cry.

DianeH

Just an update on my situation. I ended up writting to every tom, dick and harry at Pipex, including proof of how I closed my account, proof of telephone calls to them, proof of my new broadband provider etc etc. Everything they needed. Sent it all recorded delivery and they said they never received it. However, they asked if I could email this proof so I scanned away and did that. Finally after lots of emails back and phone calls, they have confirmed in writing and email that my account is now closed and the outstanding balance cleared. WOOOHOOO.

However, when I check my out email address with Pipex, its still active and today I received a new email from Pipex saying my new monthly bill is ready. Utter useless idiots. Still, i have emails and letters saying that its all sorted so thats a start.

3096Pipex UK ltd [London]
Total claims:4Hounding by Pipex March 2009no30/05/2009

Top of Form

Bottom of Form

This company changed from Toucan To Pipex They keep asking us for money for accounts that are non exsistent ie I had no telephone with them and a broadband that did not work, down all the time, spammed and lousy speeds. I wish to claim £900 in lost sales and £50 (4x £50) in out of pocket expenses.

We are both in poor health and disabled. But have been bombarded with robotic telephone calls and letters threatening to bring in debt collectors etc. If they continue as pensioners we shall have no option but to call in birminham police to stop this stalking. Broad band users beware of this ISP. They will try too hound you into submission but dont give in report them to the ISPA, police, watchdog, your mp. Give back what they give you and charge them for your time. In our case (similar to bank charges for a letter) we demand £50 per reply as per our out-of-pocket-expenses dealing with such charlatans practising "sharp practices" example keeping people tied up to their premium lines. Dont ring em' just report them. If you need more proof just put Pipex Credit Control Pipex or automated phone calls from pipex into your search engine and watch those complaints stack up. Avoid this crooked outfit like the plague! Is nobody taking notice of this outfits antics. We are, and will outline more details to interested bodies at the end of June 2009.Pipex have been informed of this if you have had similar problems do the same. They need closing down for the publics sake.

Note: This post has been moderated. Please ensure you read the moneysupermarket.com Community Standards and Terms of Service before posting. Thanks