Past Thinking

In the UK when you move house, most companies can cope with that. Utilities such as electricity and gas can just transfer your details to your new address, without any hassles. When you alert British Telecom (the UK’s main provider of domestic telephone lines), they let you know when your old number will be disconnected, and an approximate time when the line at your new address will be activated. They even SMS you when it’s done, and let you know your new telephone number in advance. It’s easy, and all taken care of for you.

You might have thought that the same would be so for the supposedly mature DSL market. Just let them know you’re moving, tell them your new phone number, and let them do the rest.

Well, not so if you’re with PIPEX, one of the UK’s longest established ISPs. I called them on Friday, and told them just that. I’d moved house - I wanted them to activate broadband on my new line and expected (perhaps naively) them to do the rest. Not so.

I was told that they would have to terminate my account, and I would have to reapply. Not only that, termination could only be done by email. I calmly explained that I did not have any email, because I have no internet access in my new house. I was asked “Is there an alternative email we can send our form to?”. Gah!

I knew I shouldn’t have left it too late, but then I could survive a few days without connectivity. To be told that not only could they not do anything until I had responded to the email, I was also subject to 30 days notice for suspending. So I’d have to pay for 30 days of DSL I can’t use! Utter madness, and as far as customer service goes, this is the pits.

It’s a shame, since I had been with PIPEX for nearly 4 years, and the service had been very reliable. I’d even recommended them to quite a number of others. I shan’t be doing that again in the future.

Not to mention their PIPEX Xtras loyalty scheme. Any points I’ve saved up are now nicely null and void. What a waste.

Here’s a copy of my comments to PIPEX submitted with my online termination notice:

Dear PIPEX, I have just moved house. I hoped, as with other telecommunication services, that I would be able to transfer my account to a new number, notify you of my intention, and have you handle the processes involved. That I have to go through the process of closing my account and reapplying as absurd.

I have been a customer of PIPEX since June 2002 - getting on for 4 years as a ‘valued’ customer. I am saddened by your inflexibility when it comes to moving house. This is very bad customer service, and with the broadband market being such a competitve place at the moment, I really did expect more from you.

I have recommended many people to your service in the past, as it has been so reliable. I shan’t be doing that again in the future.

To add insult to injury, I also have to pay for an extra month of broadband for a number which doesn’t exist any more, so I’m £23.44 out of pocket too.

I shall be blogging this process to make sure others are aware.

Yours in regret,

TG

So if you’re thinking of signing up with PIPEX, but not sure if you need to move house, think again. Other ISPs can cope, so why can’t they?