Depending on how far you are from your exchange then you should get an approximate speed quite a bit higher than you are getting. you would probably have to wait for the pain period to end and Pipex to set a speed for you. If you have paid for an 8mb service however and are only getting 2.4mb as I explained earlier then there must be a problem of some sort either at your end or theirs.

I would suggest you chase up every avenue to increase the speed with their tech support team before you do anything else.

---

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

329 metres away from the exchange.

tech support team merely suggest new pc, new router, reboot pc reboot router, change microfilter, remove BT socket etc. etc.

signed up on 22nd november - went live on 30th november, so now the 10 days stabilisation period is over, so surely this cannot be the speed i have for the next 11 1/2 months.
at the end of the day, they are not keeping their end of the contract, so i want out.

emails sent to customer services etc. last week, but, of course no reply as yet.

and fed up of paying big money to listen to 'on hold' music through an 0870 number for 20 minutes.

- would be cheaper to buy the cd

i shall certainly not be recommending these charlatans to anyone in the future.

cheers

I experience quite a loss in signal through the internal wiring in my house so this is something to bear in mind. A couple of months ago, Pipex arranged for a BT engineer to come out and check my connection. He plugged his box of tricks into the master BT socket and surprise, surprise, the sync speed was about 7MB.

When I connect to an internal phone socket in my office, the best sync speed I get is 5MB. At peak times, my download speed can go as low as 750K. At 3am it can be as high as 4.5MB. Most times it's between 2-3MB ... hardly breakneck speed and generally no better than the dedicated 2MB connection I had before.

This 8MB service is a con. But that's not limited to Pipex. Their service is totally crap but the real problems lie in the quirks of ADSL Max. Any connection that can vary from 750K to 4.5B depending on the time of day is inherently useless. What good is the fastest connection happening at 3am when you should be safely tucked up in bed?

My sync speeds vary wildly and this has a very direct effect on my download speeds. I've got another phone line in the house, so after my year's up with Pipex, I'm gonna jump ship and use the other phone line purely as an internet connection.

YC

Hi Sara

Thanks again for your help with this - I will try these legalities in my final letter to Pipex - and then i think it'll have to be CISAS and leave it in their hands....... the never ending saga :)

Sarah

ChOnG

Can you tell me exactly what you told them and/or did to get a mac code without being charged???

Hi Sarah, have you tried contacting Ben Sims? I've posted his email address somewhere on this thread (maybe about 2 or 3 weeks ago). He was very friendly and quick to sort out my particular problem. Let me know how you get on, best wishes, Sara.

Panicos10:ChOnG

Can you tell me exactly what you told them and/or did to get a mac code without being charged???

i would like to know also..

I was a happy Homecall customer who got "transferred" to Pipex in August. What follows is a copy of my most recent letter to Pipex.

A tip to avoid the 0845 (if you are on a free calls package) use the 0161 number at the very bottom of the bill in small print.

Dear Sir/Madam,

I have made numerous calls to your company trying to sort out my bills
since my September bill, and all subsequent bills, arrived incorrect.
The last of these was to N****i (ext 1*****) where the following 3
actions were agreed.

1) Recalculation of Sept, Oct and Nov bills, as calls had been wrongly
routed through BT and all UK landline calls at anytime were
included and this to be credited on the Dec bill

2) £35 owed to me previously and £5 on the then current bill (Nov) to
be credited on the December bill.

3) Switch to an 8Mb + all UK calls (inc 25% off mobiles) + line rental
tariff for an all in cost of £29.99 per month. Subject to a new
12 month contract.

I phoned again today just to check that all the agreed actions from my
last call had been carried out.

I was answered by S***** on ext 1***** who told me that the "Notes did
not support" my version. ie. NONE of points had been recorded, yet
alone actioned! He also said he was "unable" to let me speak to his
manager (Mr C**** H******) or N**** (who was there but "too busy doing
something else to take calls").

Please listen to my call with N**** ext 1*****on 29/11/2006 between
approx 1.45 - 2pm, in which these actions were VERY CLEARLY agreed.

My account number is 1********and my telephone number is ***********
I would appreciate an email of acknowledgement ASAP (today) and a
timetable of when this is finally going to be sorted out.

I would also expect some compensation for my time and trouble trying
to untangle this mess, which has dragged on since September.

Yours Sincerely



I'm not holding my breath

As an aside does the email address for complaints/customer service care @ pipex.net actually exist?

Or is it simply a black hole?

Has anyone ever had a reply?

Master/all,

Thanks for your posts. I have read through all other posts and I'm one amongst many who are suffering because of PIPEX's incompetence.

I have sent letters to the two PIPEX addresses(registered) as well as CISAS and Ofcom that I am cancelling the DD to PIPEX and reasons why I was doing this. The last point was that I wanted the MAC code.

No idea if this will provoke any action but the situation can't be allowed to drift any further. Will update you all with information as I find out

regards

JJT

Following advice from Jason, I had a chat again with them this morning, as they seem to have given up responding to emails!

I spoke to Laura (Care dept) who said they were having problems with their computer systems.

We both patiently went through everything again, I also managed to get their internal "note" reference numbers for the agreed actions this time, which she says is both proof that the note has been saved , is being actioned & can be readily accessed if required.

My problems are to do with billing and unexplained "breakout" of telephone calls, where the calls divert to the BT network and are subsequently billed to me even though I'm on an "anytime" (free calls) tariff.

Technically the service is normally good.

The credits due should appear on my next bill.

We shall see.

Hi,

That they having problems with the computer or with the system, is a very old excuse.
They are a bunch of Silly Willies that don't know what they are doing and they have not been trained to do the job that they have.
PIPEX and HOMECALL just employee any one without the right understanding of IT or how to sort the problem.

Actually I believe the girl re the computer systems.

She seemed to have to wait an age to move from one page to another and you could tell it was going to be a long day for her as she seemed to be quite frustrated with her backup..

Hi,
Ok fair enough, if you believe them, continue believing. I been over 3 months with my problem and the conversation and excuses are always the same.
Till today I never got a manager to call me (as they promise ) and a replay to my 10 letters.

Good Luck

master:Hi,
Ok fair enough, if you believe them, continue believing.

I believed her. I didn't believe the one I spoke to yesterday. He just called me a liar in a roundabout way.

I been over 3 months with my problem and the conversation and excuses are always the same.
Till today I never got a manager to call me (as they promise ) and a replay to my 10 letters.

Good Luck

Over 3 months for me too. I have never had an e-mail reply or a call back once.

I did get to speak to a manager once, though and he promised me compensation!

Didn't get it, though and I still had my problem!