To be fair, I started off on a 1/2 meg package, and at some point I believe they ceased providing this package and switched everyone to the 2meg mini package. Then, when they found out I was intending on switching, they upgraded me again to a 6 meg account, free of charge.
In any regard, our connection would frequently die. I.e. no net access whatsoever. Rebooting the router usually fixed this.
My main gripe however has to do with cancelling the account.
First, we called to cancel the account (I did not know about mac codes at the time). They said this was fine and I should be cut-off the following Thursday. The Friday after the cut-off day, I called them back as I was still getting internet, only to be told that there was no cancellation order and the account was running fine. By this time I had discovered the mac code facility so I said fine, please send me my mac code in 5 working days.
5 days later... no mac code. I called them back to ask where it was, and they said the request was held up at BT, and they would get it to me as soon as they got it. So I waited another 2 days, called back and asked again "where is my mac code?". This time I was told that there had been no request for a mac code, and that if I wanted I should request it now, meaning another 5 day wait.
I then called ofcom, lodged a formal complaint, and the very next day, I recieved my mac code in my email.
Basically out of the 5 times I called them, I was told conflicting things each time. As I am not the account holder, I was often asked for a password, after being told there was no password on the account by some of the customer care people... why they gave me this information in the first place I will never know. The account holder had given me a reference number so that I may speak with them and many of their people claimed I must have the password too in order to speak about the account. Hanging up and calling back to get a different representative usually fixed this issue.
PipeX customer care is pathetic. Their employees need better training and should not throw out different stories each time you call. If you want top quality customer care, go for Eclipse Broadband.
I am actually switching to o2, but only because of the price... |
