Pipex for landline phone provision. I have been with Pipex since before the changeover from Toucan. Had no problems until 10 days ago. The services that I had were call forwarding, caller id and answerphone 1571. All these ceased and I have spent nearly 2 hrs over 7 calls trying to sort it out. Still no joy. The problem is apparently that there has been a request to cease the line and place it with another provider. I have made no such request and Pipex have said that it is probably an internal fault. The shocking thing is that I am a business customer who depends on these services for efficient running of the business and yet they cannot just switch the service back on. They cannot identify who made the bogus request, from what phone number or who the supposed new provider is. They have no record of a mac code being issued (a code issued to the line holding customer to enable the new co. to takeover the line) all of which indicates that this is a Pipex generated issue.
Pipex is now a talk talk co. and my feeling is that the efficiency of customer care has plunged to a very low level indeed.
In January 2008 my pipex contract begun and expired in January 2009, I recieved no notification of an expired contract and forgot about it. In July 2009 I decided to see if I could be upgraded to 16mbit via pipex given I just found out my contract expired, instead, they offered me a discounted deal and free home calls due to being a good customer, anyways, I declined and requested my mac code.
Next week I am on my new provider O2 and loving it, one morning I wake up and see a nasty letter stating I owe Pipex £213.91 , I phoned them up and they said that on the 24th of July I signed a new contract , but I stated that I migrated and did not request any new services, they said that they understand I migrated but I still have to pay the fee (Even though I didnt want a new package) , they forwarded my information to a new department and they would contact me.
2 Weeks later another post through the door wanting £213.91, I phone again and explained the circumstances, sadly for me this woman on the other end insisted that I had a new contract, she said I phoned up wanting the package and was given it and that It was my fault for requesting migration. Allot of talk later trying to explain and I was forwarded to the customer care department.
A lady on the other end checked all my notes and saw that I didnt authorize no contract despite having one set up, she then waved the fee and then I was issued a £16 cheque as I was in credit.. so my overall expired with Pipex has been a bad one... still no understanding as to why they would make me a new contract without my permission but least its sorted now.
I was a bulldog customer, eaten by tiscali and subsequently pipex - the connection and speed were fine but if you needed anything from customer services or technical help forget it. Utterly useless and shockingly bad. No responses to questions and telephone calls that took hours to connect only to talk to somebody who hadn't a clue what you were talking about. Their support amounted to a bunch of FAQ pdf's and getting help beyond that didn't happen. After cancelling my monthly subscription and transferred back to a BT line (cost £100) they charge for, and threaten to disconnect, the non-existent service. Nothing at Pipex is joined up and letters sent are replied to with non-specific template letters.I think all their resources are going into acquistion and nothing into user support. Finally, I'd had enough but it took me three months after requesting a cancellation of service to move to PlusNet.
As an early internet user, I have been online since the days of pedestrian 24k modem dial-up access in the early 1990s. I consider myself a fairly sophisticated user, and as such, have tended to be quite picky about my Internet Service Provider (ISP).
My first ISP was Easynet, who I first signed up with in 1994. Despite giving their residential customers many years of excellent, first class service, the company decided to shift its focus to the business sector, and re-invented itself as a business to business ISP. Although they did not actively try to shed home users on their dial-up packages, the resources they committed to supporting the service (in terms of both technical support and hardware) steadily declined. I finally bowed to the inevitable and started looking for a viable alternative.
HAPPY DAYS WITH PIPEX
I signed up for Pipex broadband about six years ago and was immediately impressed. The switch from Easynet was expertly handled with the minimum of fuss. The promised hardware (a wired broadband router and ADSL filters for my phone sockets) arrived very quickly and I was up and running in no time, thanks to the software included in the package - a CD-ROM which walked me through the set-up process step by step. I even received a call to notify me that my connection was live - three days ahead of schedule.
I was so delighted with the service that I convinced several friends and family to switch - and managed to reap some loyalty bonuses as a result (Pipex offered a free month for every new customer you introduced). Calls to the technical support line were at local call rates and usually answered in two or three rings by knowledgeable, patient and courteous staff.
Fortunately, the service was so reliable that I rarely had occasion to call, and when I did, it usually turned out to be a hardware issue at my end rather than an ISP issue. I was on a "Pipex Xtreme Solo" unlimited package with a very modest 1MB download speed, but it was suitable for my usage (my local exchange is limited to 6MB anyway). I was paying £17.99 a month for it (VAT inclusive) and was - at the time - quite happy to pay a little bit extra for the stellar service.
Everything good about Pipex changed when Tiscali UK (a subsidiary of Tiscali S.p.A - an Italian telecoms and internet company) took over the business in July 2007. To be fair, initially, the change of management passed me by. I had no immediate technical issues, so no need to call the help desk. However, in October 2008, my broadband inexplicably stopped working, so I called the new technical support number to try and get some help.
After thirty minutes on hold, I spoke to a barely intelligible Manila-based (as in the Philippines) call centre flunky who stuck slavishly to a script (think David Walliams' inspired "Sorry, computer says No..." character from Little Britain USA). I patiently persevered, yet after forty-five fruitless minutes at national call rates and still no obvious solution, the agent told me there was nothing further he could do, but assured me that my so-called "trouble ticket" would be escalated to "second line support" and someone would call me back.
Unfortunately, I neglected to ask him how long this would take. In any event, no one called that day, so I spent forty-five minutes the following afternoon going through the same process and same script with another hopeless flunky with an even thicker Filipino accent than the first chap. In principle, I have no objection to foreign call centres - its a price we pay as consumers if we continually mistake "value for money" to mean "as cheap as possible" - but is it really too much to expect a UK-based company to employ people who have at least a decent level of clearly enunciated English?
After being offered another call back, I refused it, and insisted that I be transferred to "second line support" immediately. Another twenty-five minutes on hold later, I ended up speaking to yet another apologist who had little idea what the problem could be. Through gritted teeth, I asked to be transferred to someone in the UK who could manage the problem, only to be told that there were no staff based in the UK anymore.
What galled me most was their apparent willingness to transfer me around the houses. Absolutely no one took responsibility for resolving the problem, no one actually listened to what I was telling them, no one demonstrated any initiative or common sense, and perhaps most tellingly, no one appeared to care. It was a stark contrast to my previous experiences with Pipex tech support (chalk and cheese) and completely at odds with everything I thought I knew about their standard of service.
A few days later, in desperation, I asked a friend who works in IT support pop over to my house to have a look at my set-up and, after tweaking some connection settings, he managed to get me up and running in less than five minutes.
After all the time I spent on the phone (five hours by the end), the only solution Pipex could offer was to suggest that I buy a new router (there was absolutely nothing wrong with the old one), as this would "probably" fix the issue. Having been left without broadband access for over a week and a half and, thoroughly fed up, I made up my mind to leave as soon as possible.
The biggest obstacle to an immediate exit was my e-mail. I had been using the same e-mail address for over five years (with friends, family, subscriptions, banks etc.) and needed to ensure that I would not lose touch with people who had my Pipex address.
I opened a Google web mail account and slowly started transferring all my e-mail off the Pipex service to facilitate the move to a new ISP (essentially, I wrote to, or updated my e-mail address, with every relevant person and/or organisation who wrote to me for a calendar month, and also e-mailed all my stored contacts to advise of the new e-mail). I have now resloved to use Google Mail for all of my main e-mail needs, so that I am never reliant on my ISP, and can change services with more ease and speed.
Two months after the tech support fiasco, I learned that Tiscali UK were in serious financial trouble, having failed to agree the sale of the Pipex business to BSkyB - news that gave me fresh impetus to leave the ISP as quickly as I could.
SOURCING A REPLACEMENT
I read some trade magazines for an alternative ISP and was a little taken aback that I was now paying way over the odds for a substandard service. Pipex must have loved my inertia. As previously mentioned, I had, for almost two years, unnecessarily been paying £17.99 a month for a 1MB service, when the industry benchmark was less than £10 for an 8MB service.
Internet Magazine was a great resource, and it includes a monthly section ranking ISPs according to a number of criteria. I was not at all surprised to see that Pipex, so often a top five in every category in the past, was now dwelling near the bottom of each list.
A RELUCTANT "RETAINED" CUSTOMER
Having selected a new supplier, I called Pipex for a MAC code (Migration Authorisation Code - a 17 to 19 digit code needed in the UK to change ISP - it has to be provided by your current ISP, free of charge, within five days of your request) to enable the transfer. I was put through to their specialist customer retention team and immediately cross-examined on my reasons for leaving.
I was quite frank, matter of fact, and to the point - the chap I spoke to was clearly based in the UK (which rather gave the lie to what I was told by tech support in Manila), so there were no language issues - and gave them full details of the diabolical service I had received, as well as the competitor offer I was thinking of taking up.
Without further prompting, I was immediately offered an unlimited "up to" 8MB service for £7.99 a month, with the first six months free if I signed for another twelve months. The service is subject to a Fair Use Policy, so not technically unlimited, but that's what they call it these days. I didn't know whether to laugh (at getting a much better deal on the face of it) or cry (for permitting myself to be such a mug for the last two years) but, in the end, I decided the deal was too good to pass up.
Effectively, I am now paying around £50 for a year's service, so I have opted to ride out the contract extension in the hope that no further technical issues crop up. That's hardly a glowing endorsement of the service is it? Meanwhile, my e-mail migration to Google continues, with a view to bailing completely on Pipex as soon as my contract ends.
CURRENT RESIDENTIAL BROADBAND OFFERING
As of May 2009, Pipex has re-badged and re-branded itself as a business-focussed ISP (much as Easynet did before I joined Pipex!), and as such, you will be hard pressed to find any details of their current consumer offerings on their website. It looks like they will continue to service existing residential customers, but are not encouraging any new business (it's likely to be offered as an "add-on" for Pipex business customers). Details of current residential services can only be accessed by current subscribers via the www.mypipex.net web-site.
For the record, existing customers are offered "up to" 8MB broadband with free modem and connection, plus, if you elect to, a telephone call package offering free weekend and evening UK calls. Also provided are free web space for setting up a personal web-site and 12 customisable e-mail mail boxes. You can also access unread messages in your inbox via a web mail facility.
The biggest learning point for me is to ensure, in future, that I periodically benchmark my service providers to ensure I am getting the best possible deal - even if I am happy with the current service. The same holds true for all services - whether gas, electric, telephone, banking and/or credit cards - whose providers often rely on our inertia and complacency to line their pockets at our expense.
In my opinion, given declining subscriber numbers (the acknowledged metric of success in the ISP business), awful technical support and disinterested customer "service", I would give this once-best in class ISP a wide berth - and I mean a REALLY wide berth. There is much better value to be had from the wide choice of alternative suppliers in the ISP market, particularly now that Pipex has so obviously turned its back on the residential customers that formed the bedrock of its initial success. I will hang on until my renewed contract expires in January 2010 before looking elsewhere to take my business.
It was announced on Friday 8th May 2009 that Tiscali UK's assets - including Pipex - have been sold lock, stock and barrel to the Carphone Warehouse and will become part of their Talk Talk brand. This is good news for existing customers, as it means no disruption to services or e-mail accounts and should signal an end to the disruption, uncertainty and underinvestment that has characterised Tiscali's unsuccessful tenure. That said, Talk Talk are no great shakes either, so it could be a case of "out of the frying pan..."
© Hishyeness 2009 - Previously published under the same username on Ciao.co.uk
The worst company I have ever dealt with bar none I cannot stress enough do not go with PIPEX! Here's why...
Back in the days when they were called Homecall I went with them for calls and internet. The service was fine for a while but the problem came when I had a review of my services with one of the customer advisors and they suggested switching services to save money - great I thought. It.took.8.months
8 long months of calls to them every single week to see why I was still being charged at the old rate. The nicer ones I spoke to rained down assurances that it would be done as top priority and I would be recredited. The others, well their attitudes were enough to make me feel like screaming!
Finally they switched and started billing me correctly. Next battle was to claim back my money when I had been wrongly billed - cue another few months of explaining the situation to different people each time, asking for calls back, never getting them etc..
It came to a point where as soon as they finally sorted it, I decided I couldnt bear to deal with them a minute longer so I cancelled the contract.
A few years later, my husband decided to get broadband and calls for his shop, I looked at a few options and thought you know what, it cant be that bad all the time, and at £14.99 a month with 500 free minutes of calls, thats a bargain - time to give PIPEX a second chance!
Silly us...the free calls never came..
This time it took a mere 12 months of chasing them up and being told a different reason every time but assurances that it was being done and next bill it would all be correct.
12 months it took, for someone to admit that the line wasnt compatible. Needless to say contract has been cancelled.
I dont want to sound like this review is just a rant based on my bad luck with them, but once is excusable, twice is not. I feel that this company honestly need to have serious review because both the service and customer service is appalling. Judging by what others have written I'm not the only one that feels that way - AVOID. Go with sky - nice bunch :)
I joined Pipex broadband back in 2004, when broadband first became available in my area. The service was fast to apply for and I quickly received a USB modem and was given my account information.
I have to say that the Pipex service was very good over the two years I used them. Broadband speeds were always quite fast, and the service was cheap for that time at £23.44 a month.
The problem came when I contacted Pipex to cancel the service. It took quite a while for my MAC code to be supplied. This is the code that allows you to use another supplier. It was meant to take a week, but it actually took more like 3 weeks. My case was good though, compared to some of my work colleagues who had extra money taken from their account and did not have it all repaid, even after many phones calls. One of my colleagues was chasing them up for at least 6 months!
I'm not sure what they are like now, but they do not seem an easy company to cancel with.
**** Introduction ****
This is a service provide that I have never heard of until earlier this month, I have been a Toucan customer for the past five years and I have never had a complaint regarding the service.
Unfortunately Earlier this month Toucan have been bought out by Pipex, so now all bills are paid to Pipex. This is something I would not mind if the service was to the same standard as I was used to with Toucan.
**** Pipex ****
The first major problem I had was the fact that I was never informed of the change, therefore I had not changed my direct debit to pay my monthly bills so I had to ring the company directly to pay over the phone. This is no big deal but when you are placed on hold for over 25 minutes just to pay a bill it is really bad, especially as it is an 0870 number so I am now expecting a noticeable difference in my phone bill.
After being with the company for less than a month they are now demanding that all bills are to be paid in advance, which is also fair enough but how can thay predict what your call usage is going to be.
I have had a bar placed on my phone for the last week, this is not down to non payment of anything like that Pipex told me it was a fault with the line. After being with out a phone for over five days now I am sturggling to actually speak to someone, as I am always placed on hold.
**** My Views ****
This is a company that I would never recommend to anyone, I have been without a phone for days and the company keep fobbing me off saying it will be fixed within the next 24 hours. I would not mind if they actually fixed it I have spend over four hours on hold waiting for someone to help, not only that I have been calling from a mobile on an 0870 number so my bill is going to be sky high.
After encountering these problems with the company i have research into them and as of this morning the company are in financial difficulty so I dont think Pipex will be around for much longer.
I am really shocked as my old provider were brilliant and i never had a problem in the five years i have used them, but now they have been taken over by this poor excuse of a company I feel totally let down.
If you are currently with Pipex I would strongly recommend you switch to a different provider as their customer service is very poor.
For all those reading and thinking of changing to Pipex internet service providings there is one question out of the two below which you have to ask yourself and only answer yes on one of them.
Question 1: Are you looking for an internet company that has excellent customer service?
Question 2: Or are you looking for an internet company that provides an ok but sometimes unstable connection and customer service is unreliable, always cannot hold onto their end of the deal and takes about 30mins to connect?
Well if you answered 'yes' to the first question. You do not have to read any further on this review. The answer is 'Do Not Switch to Pipex' and please feel free to leave a comment to let me know that I have saved at least one fellow internet user in this world.
If you answered 'Yes' however to the second question then maybe Pipex might work for you. So please carry on reading as to see what you are getting yourself into.
I am sure most users who are looking for another internet service provider look at the following points:
- Internet Costs
- Any Limits / Fair usuage Policies
- Customer Services
- Reliable Connections
- Free incentives (which I wont cover as these change all the time)
So read below on each section and decide if Pipex is the one for you.
The current best package around is the up to 8MB Broadband with unlimited downloads. For the average internet user who reads emails or watchs streams from sites such as youtube. 8MB is more than enough to let you go on with your streaming and downloading without worrying about hitting a limit as their is no Limit policy with this package.
Another good point is that with the 8MB package, there is no hidden fees nor is that the sneaky 'Fair Usuage Policy'. Which is great as being an online gamer myself which rely heavily on bandwidth. I am not limited to how long and how often I play online.
However with all that said, the package will cost you £15.99 a month with a minimum of a 12month tie in.
However, I was an exisiting Bulldog broadband customer who transferred over to Pipex when Pipex acquired Bulldog.
I was not happy with the pricing of my new package even if I was recieving a better faster speed. After negotiations I was offered a reduction of £5 per month meaning my monthly bill will only total £10.99. But did this really happen? (more on this issure later).
Limits/ Fair Usage Policy:
One of the few good points about Pipex is that there is no limit nor fair usage policy anywhere. Its is not hidden but rather there really isn't any which is strange as most internet services nowadays will have either one or the other.
This is probably the ONLY good point about Pipex. So with that said, there really isn't much else to comment on this part.
At first my transition to Pipex from my old provider was very smooth. I was connected with them within a few hours and really didn't notice any down-time with them. It was a smooth and an easy service provider jump.
The connections nowadays are ok. I have recieved on average about 2-3 disconnections per week. Which is not bad considering that I leave my computer on for like 15hrs every single day of the week. With the disconnections, I am normally back online within around 5mins or so. Sometimes you need to turn off the computer and restart it to connect back to the internet if it doesn't work after around 10mins. This maybe due to my modem rather than the provider but who knows?
Each day I get get a steady 2-3MB connection. Not once have I fully utilised the 8MB that is presented to me. However this is due to my location being far from the server around my area. According to Pipex, the max connection I can receive is 4MB. So it seems ok that I normally get 2-3MB daily.
So to conclude about the connection, it is steady most of the time but occasionally it will simply not connect and it feels like Pipex is your worst nightmare! But this has only happened a few times.
Now here comes the main point about Pipex. Their customer service is really bad. The word 'bad' is an understatement! However due to regulations on Dooyoo and prohibited words, I shall only express my thoughts on this matter with appropriate language.
My offer of being able to have the package at £10.99 was the only reason I have kept with Pipex till now. On my account with my previous provider Bulldog, I had a Credit of around £50. To my surprise after correcting Pipex that my exisisting balance was incorrect, they mange to fix it for you and credit my account with £50. Given it did take a few phone calls to sort out. A few phone calls is more than enough as on average you wait for like 20-30mins to get to speak to Anyone on the other end of the line.
With that fixed I happily went on with my life of browsing webpages and streaming youtube videos. However I noticed that the £10.99 deal wasn't applied each month. So each and every month I would phone up Pipex to get it fixed. Every month they will confirm that it is fixed and that everything will be fine the following month. But to my surprise, every month I am picking up that phone and dialing that oh so memorable number of theirs. Even till now they promised the same thing and I am looking forward to seeing my next monthly bill. Anyone want to place a bet in the comments to see what appears on my bill? lol, jokes. Jokes aside, I seriously doubt that I will get my offer any time soon and will continue to be on that phone and waiting for hours on end to finally connect to someone.
So like you have read, Pipex customer service isn't world class best. In fact, it is probably one of the worst ones around. So if you want a service provider who actually cares about its own customers welfare my best advice to you would be to go look elsewhere and dont waste your time on this provider.
Depending on what you are after and how patient you are on waiting for the other end of the line to pick up. Pipex may or may not be the one for you. To make it easier for everyone I have listed the main positive and negative points below.
- No Limit/ Cap
- No Fair Usage Policies
- Cheap price for a fast speed
- Prices are negotiable
- Bad customer service
- Do not hold their end of the deals
- takes forever to connect to anyone on the phone to fix problems
- Occasional disconnections
All in All I would give Pipex 4/10.
Thank you for reading my Review. Please feel free to leave comments and feedback in the comment box.
Also feel free to check out my other reviews on other topics of interest.
When they get it wrong - 0h boy - do they get it wrong - at the customer's expense.
I switched to Pipex homecall several years ago after raising costs became a little to regular with my existing provider.
Pipex UK limited is a Tiscali company that do provide cheap lines rentals and various services. Their website www.pipexuk.com is easy to navigate, giving you many options. There are 3 sections that include :
1. existing customers needs (from webmail inquiries to child protection issues)
2. help & support issues (broadband to billing & care)
3. terms & conditions
The site also has 3 quick link buttons that take you straight to - webmail, your account or online billing.
There's all the contact details and FAQ information at the bottom of the home page. Why is she listing what's on the website I hear you ask?
Because although this is a great web site - if your web connection doesn't work you can't actually access it to contact them or phone one of the numbers listed here to report a problem.
As I mentioned earlier I have been with Pipex for several years now. In the summer of last year (2007) my phone started ringing at random times with no-one on the other end. It then rang constant for hours on end - it was worse than Chinese water torture, especially at 3am. After eventually getting through to the 'right' department at Pipex (they sent me to 4 different places before reaching the Technical Faults department) I was asked to unplug my modem put my telephone plug into the socket and try the phones. Several minutes later after the 'test' nothing had changed - not even the constant ringing in my ears. The fault was reported and I was told they would send the relevant information to the engineers and to leave the phones unplugged for 48hrs.
Several days later I received a call telling me all was ok and the lines repaired. However, 2 months ago the same problem happened again. The house was alive with the sound of ringing. At the time my daughter was expecting her first baby and I was her birthing partner, so you can imagine how I jumped out of bed at 2am when the ringing started!!
When I reached the correct department again, I was told the lines where fine and that it was probably my hand-set. As they were about 6years old and with modern technology changing so quickly I thought they could be right so spent £38 on new hands free phones. Hmm, there's that ringing again.
Reporting back to Pipex I was told to do the same unplugging of modem etc... Did this but same ring, ring, ring...
Pipex then told me that they still couldn't find a fault and that it was probably a fault on the line inside the house. They suggested that I called a local engineer to check out the cables inside the house as this was my responsibility and it would cost me over £85 if they sent a BT engineer.
I was not happy but was desperate for my phone and internet connection to be back to full working order. I arranged for a local chap to come and paid £55 for him to tell me nothing wrong with the lines inside the property it was defiantly an outside line that was faulty.
The conversation I then had with Pipex was a little irate. They promised to send engineers to check and oh 2 days later they are knocking at the door telling me problem fixed - it was the line from the telegraph pole (at the bottom of my garden) to the BT Exchange (situated about 500 yards) along the road. The engineer was very helpful in explaining that I should not have been told to pay someone else to check inside cables before they had checked all other options. He suggested I asked for a refund.
Back to Pipex - very very cross at the money I had pulled out unnecessarily. Pipex said they would refund me 2 weeks line rental for my troubles. Oh really - I don't think so!!! After several conversations later I was given a rebate on my bill for £60.
I still feel angry about the advice given and the whole scenario. I am looking into changing my provider. Any suggestions greatly received.
Thanks for reading
(Also published on Ciao under pixie65)
I actually joined Pipex, not from choice but acquisition of what I was a member, Homecall (Cauldwell Communications). Homecall greatest feature was broadband (uncapped) with free calls and relatively cheap international calls. Customer service was reasonable but it was a shock when Pipex took over.
1. Customer Service
0870 number - charging 8p per minute just to deal with queries and problems of which there were many, However, this can easily be bypassed by using their reception 0161 number and put through to customer services by the operator.
However, the greatest problem customer service is that, each individual customer service agent seems to have a different solution for a particular problem. For example, line going dead - they tried to tell me from things like exchange problems and lightning strikes, booking engineer takes time etc.when you check with BT, they will test the line for you and book the engineer resolving problem within 48 hrs.
If you have no problems - it is generally good, and if you speak to the right agent your problems with resolve. But if you are technically minded then you will notice customer services constantly fobbing you off about line speed and distance of exchange. I used to have a problem the line dropping after around 20 mins or so. No body good understand why this was and often gave my PC as being the problem. After constant calls and queries, they finally reset the system and stabilised the connection. The line never dropped after that. Hence, whilst I was glad to resolve the issue, Pipex never admitted any fault, or problems on their end.
If you are with Pipex and consider moving home within 12 month contract then DON'T join PIPEX. I have found them extremely deceitful and dishonest. Let me go through the points:
a. I had 12mth contract for line, broadband and calls due to expire in February.
b. Line Rental: they forgot to tell me that you must keep line for 3 months only yet forced me to renew for 12mths since I moved home.
c. Telephone number: they would even allow to keep existing number without paying a fee of £38 -- I refused and asked for number retention free. They said BT were charging them. When putting this to BT they denied any such charges for retention of numbers, and they checked by number was on the same exchange so could be kept. Putting this to PIpex, they claimed that it was a different exchange and were set to charge and a 12 month contract.
d. They refused to release from existing contract, they effectively bound me into a new contract and I was fuming.
4. Software and equipment
This I cannot fault - the upgraded CD and 2 ASDL filters and modem are pretty good. You get free antivirus and security software which are good and relatively ease of use.
As with many of the reviews, the major problem with Pipex to be careful of is the CUSTOMER SERVICE, different answer from one agent to the next - and yes many of them are not telling the truth. Dishonesty seems to be rife. The other major care needed are the HIDDEN CLAUSES - never explained to you but hoodwink you if you are not looking. They, rather than make life easier, cover their cake but love to destroy yours(or at least not care about it).
But. if there are no problems, and you don't need customer services, then the uncapped broadband and free calls tend to work quite well. Whilst in many cases you will not get 8MB download, you can always check your true download via www.speedtest.net. Also always check on the connection you have - if you have subsribed for 8mb, and your exchange only allows 4, then you should tell the ISP for either full 8 Mb attempt or cap it at 4. If it is capped you are likely to get the full download of the exchange capacity, if it is not then you may find an 8mb connection falling to 2 or 1mb depending on distance and quality of line.
This is all about poor Customer service and Experience
I was offered a removal of a speed cap up to 8MB, unlimited home calls, for £9.99 and some free months in compensation for poor services.
Some months later still no speed cap removal so stayed blow 2 mb, feee months but then they reverted to charging me at at £19.99, when I rang up and complained, customer services couldn't do anything, and offered a £4.99 deal, all in as above, without a tie in. This is what they do to try and keep you - but all these rely on manual intervention - I checked in the call no tie in and declined a deal with free months.
I rang each week to check if this had been applied but each time I had been put on different pricing, £7.99 etc and locked in for 12 months. I canelled. I have rung them repeatedly (11+ calls) and written to them since May (four times), emailed too, I have complained to Ofcom, and still they are useless, they have never responded to a letter, nor delivered on their promises to remove a termination fee of £80 which has now been duplicated, which they acknowledge. Instead they call demanding payment of the erroneous termination fee.
They are attrocious, the Customer Service - Credit Control People you speak to have no authority to action anything only request from finance. Try asking for their team leader at the start of the call.
My advice stay clear and get out as soon as you can. They spend ages trying to keep you (intrusively so) never deliver upon their promises, pass you or rather ask you to redial from pillar to post AND to cap it all their credit control department has the audacity to call for payment of now two erroniously applied termination fees.
They are worse than than you could ever imagine. You pay for what you get. Ditch them.
we have been with Pipex for around two years and we have had a great service with download speeds of around 7.5MB and upload speeds of around 0.4MB. Althrough The internet we are using is Provided by Tiscali Wholeale but we still pay pipex for the internet. we used to pay them £29.99 and this was for Line Rental, Anytime Calls and 8MB Unlimited Broadband. Untill now we managed to get the price down to £19.99 to match Ticalis Price as well Pipex are now a Tiscali Company so we rang them up and they gave us three months Free and £19.99 for the same Service! with the three months Free that works out £14.99 on average for Unlimited Broadband, anytime calls and line rental.
We currently get on average a download speed of 7.5MB and an upload speed of 0.4MB. we have had no problems with the internet what so ever. the internet has not gone down once or we had any issues with speed capping or speed throttleing.
We use the Netgear DG834G for our internet as i find using a Router is more reliable then useing the free modem. this is why everyone moans at poor Tiscali as they don't want to get a router!
Anytime Calls and Line Rental
We used to pay £10.99 line rental + £12.50 calls. this gave us unlimited day and night calls to UK landlines for free. We also get an 30% off mobile call charges and free caller ID. We now pay just £10.99 for the calls and line rental and £9.00 for the unlimited broadband.
So Overall for just £19.99 for Reliable 8MB Unlimited Broadband and Anjytime calls and line rental this is a Great Deal and i fell sorry for tiscali as they get bad mouthed as of there internet but i have had no problems with the services.
I've been with Pipex for several years. When I started they appeared to have good customer support, tech support etc.
Recently I lost the connection on a business broadband account, their response ( when I finally got through ) was that they would get an engineer to have a look from their end in 1 to 6 days, they would then decide what needed doing, and if it was a line problem they would then hand it over to BT. If it wasn't a line problem, then they said I would be charged around 140 for the callout.
When I pointed out that for a business account, a week turnround time was not acceptable, their response was "That's the level of service we provide" - which says it all really.
Overall, the connection was good until very recently, but their technical support and customer support was totally uncaring. It all appeared as 'your problem, nothing to do with us' even if I am paying them to supposedly provide a service.
Avoid pipex at all costs.
I have been with pipex for over 6 years. THey were once a decent company who would help the customer where possible.
It now seems since they are owned by tiscalli that they only want low useage customers, eg basic web browsing and email. Forget anything that uses p2p, which includes many games such as call of duty 4 on the playstation.
The block your abiliity to do what should be considered modern internet use, online video, downloading music, they consider this to be high usage and will restirct your internet access, its all in black and white in there policy.
You will be locked in for a 1 year contract that they will not let you out of.
The support phone number from February 2008 will become a 10p / min call charge, and my avery call to pipex is over 20 minutes, and every time they have been of no use at all.
Avoid this company as well as tiscali and a number of other companies under the same umbrella, based on my opinion, they offer bad support and only want basic users with basic browsing requirements. Video on demand, forget it, online gaming, forget it. Ever get a problem, forget it, they will say its a problem with your line, or its BTs fault. Even though its there configuration and port throttleing.
Also for all those considering any ISP, be aware of the we can upgrade you to a better line speed or better pricing model, this will almost always include an extra 1 year lock in, so if you when you have a problem and need to leave, they will force you to buy out the rest of your contract.
Well they have done it this time, i have been with Pipex for over 10 years all the time from dial up through to broadband in 2001, they were defo the best a little more expensive than everyone else but they always had bandwidth and speed and any issues i could speak to a fellow IT Support guy who treated me with the respect with what i was talking about.
Let me explain.
6-8 week ago my line went dead for a week, spoke to Pipex they got it sorted but the IT Support they were useless implying i was at fault do this change your computer setting, when i am logged into the modem saying dsl line down, they must think me stupid. But they upgraded me to 8 mb for free so i thougt cool as i am on the home business servers i thought it would get better, the last week has been appalling, dropped connections, dial up speeds and even worse the line crackles now really badly.
I since have found out Pipex residential us lot was sold to Tiscali in the summer and they have shut 2 UK Pipex call centres and are transferring all abroad, i know from experience and speaking to others that Tiscali are cowboys, so i am off to O2 as they use the BE network a fairly new company but are getting good reviews, Pipex what happened such a loyal fanbase now discarded for commercialism, i will not be going back to Pipex, for sure.