Reviews for Pipex

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Pipex

Information for this provider last updated on Wed, 26 Mar 2008 08:54:39 GMT

PIPEX are long standing players in the ISP industry.

Pipex has recently acquired by Tiscali.

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# Results: 100

Date range: 01 Jan 1900 to 09 Feb 2010
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Product: Start [top]
Author
 Amy.G
IP
 Logged
Date
 Wednesday, November 25, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Like others on this website, I've taken the time to sign up purely to warn others away from Pipex. Even if they do offer good rates from time to time, the shocking level of customer service means it's REALLY not worth it!

Initially the service I received wasn't too bad, but around a year ago I started to experience service and billing problems (perhaps this was after Tiscali took over?).

Several times I was billed for considerably more than the rate I was under contract to pay, and each time I had to ring the Customer Service line at a premium call rate to get the charge refunded. I was never offered any extra compensation for these inconveniences.

At one stage I was sent a WiFi router that I hadn't requested (and which wasn't even compatible with my laptop), and was billed something like £80 for this without warning.

I was told that they were unable to refund this charge on their system, but that they could instead offer me free broadband connection for the equivalent cost (9 or 10 months). Like a fool, I agreed. 3 months later, they started charging me again. It took more interminable, costly calls to their offshore customer service centre to get this sorted out, as apparently the previous service rep hadn't updated my records properly.

1 month ago I moved house and very happily terminated my contract with them - the man I spoke to told me I may have to make a further payment as I hadn't given 30 days' notice. Admittedly stupidly, I stopped my direct debit when I moved address. Today I was forwarded a bill for an outstanding balance of £7.82 from the landlord of my previous property, and when I rang them to pay I was told that there was a further monthly charge of £7.82 and an administration fee for late payment. And that my details had been sent to an administration agency.

The customer services rep and her supervisor were quite rude and unhelpful, and totally intransigent about the admin charge when I explained the situation - even though I had missed the deadline by only a day, among all the flipping stress of buying my first flat...

Awful, awful service. AVOID at all costs!!

(On a happier note, I'm now with Virgin and they seem fine so far...)
Product: Business 2000 [top]
Author
 Guy.J
IP
 Logged
Date
 Thursday, September 24, 2009
Business/Domestic
 Business
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
I have just taken the trouble to login to this site to caution others about Pipex. Once this was a class leading provider, sadly no more. Broadband provision is one of those things that if it works then you dont really worry about it, but my dealings with Pipex can only be described as a shocking mess. They never even issued the account details when I signed up, I actually had to call them on a £1/minute support line to get them to tell me my own account details. Fortunately I had the wit to only sign up for a minimum 3 month term, but they cant even get that right and now are failing to issue MAC codes for me to transfer to another isp. Being taken over by Tiscali seems to have made it even worse.
A truly hateful experience.
Please, if you are looking for an ISP then go elsewhere.
Product: Solo (Self-Install) [top]
Author
 Paul.S3216
IP
 Logged
Date
 Thursday, May 07, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 1 to 5 mins
Is your call returned?
 Yes

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Decided to move back to BT as they had much better deal.
Turns out Pipex cancelled my account (without my permission) 2 weeks prior to the cut over to BT. Was told to speak to Credit dept. They won't do anything to help. At one point they told me that I had not had an account with them since 2007. (Will they let me claim back all those bills I paid to them?!?!?) When I asked to speak to a supervisor/manager I was told that they would not speak to me because I was talking to the wrong department! Was told to call the cancellation dept who told me to call the credit dept. CIRCLES!
Service has got progressively worse. AVOID at all costs.
BT have certainly improved their customer service in the last 2 1/2 years.

I would never recommend Pipex or any of their subsidiaries / owners (e.g. Tiscali). Their deal may appear great on paper, but if things go wrong, you really do need great customer service if you want to resolve.
Product: Solo (Self-Install) [top]
Author
 Anu.V
IP
 Logged
Date
 Monday, April 20, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 more than 20 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Been with Pipex since their dialup days. In 2008 I left them for Sky, needed to cut costs. Got MAC code and Sky got activated. Pipex pursued me by email and letter for money months afterward. Rang the number on the letters from them, and it was no longer in use. Eventually logged a ticket and got given a premium rate number to call. Called it and got through to Tiscali who now own Pipex but said they didn't hold my account details. EVentually spoke to Pipex credit control, who insisted that I was still with them despite my line being tagged as with Sky. Eventually convined them. they said I then needed to ring billing, which I did. Billing said ring customer services who referred me back to credit control etc etc. Several times was promised the threatening letters would stop. They didn't. Had to keep ringing the premium rate number despite emailing them from my old Pipex address which they hadn't deactivated - they insisted that for security they could only accept phonecalls. Because a call is obviously more secure than secure email - notThen a formal agency was asked to pursue me for monies. I told them to bring it on, because Pipex would be laughed out of court. Eventually sent the agency my email chain and charges were dropped.

Recommended them to my dad. His service was stopped because his card expired. He wrote twice with new direct debit details but they ignored letters. I phoned him and paid the back charges of £ 68 and was told he'd be reconnected in 48 hours. 72 hours later he rang them and they said they had no interest in his business and his account was closed.

I don't know who their service manager is but he/she (or maybe heshe)whould be garotted. Dreadful dreadful service. When I asked why I had to keep ringing round their internal numbers instead of them transferring me internally I got the 'that's a different department and they won't talk to us' excuse.

Absolutely AWFUL service. Pipex were good at the beginning, became mediocre and are now just plain dreadful. Steer clear.
Product: Solo (Self-Install) [top]
Author
 Robert.F
IP
 Logged
Date
 Sunday, April 12, 2009
Business/Domestic
 Domestic
Overall impression
 Overall rating

Customer service
General service standards
 General service standards
Minutes on hold
 6 to 10 mins
Is your call returned?
 No

Technical quality (Connection)
Reliability
 Reliability
Speed
 Speed

This user writes:
Pipex used to be one of the best ISPs in the industry, but that changed when they were taken over by Tiscali. Since then, I have had a succession of problems with downloading e-mails and have frequently had to resort to webmail until their customer services team sorted out the problem. I finally gave up 2 weeks ago and am in the process of transferring to O2. Whether that is the right choice or not, only time will tell. Interestingly, since informing Pipex that I could not download e-mail 2 weeks ago and informing them of my intended transfer, nothing has been done to resolve the problem, which does not say much for their customer services. I would not recommend Pipex to anyone which is a shame for an ISP that used to be much respected.
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