Comments on: Moving house with broadband (PIPEX woes) http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/ Where Past Meets Future Sat, 06 Sep 2008 04:39:35 +0000 http://wordpress.org/?v=2.6 By: Tom http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-47628 Tom Thu, 13 Mar 2008 08:46:51 +0000 http://www.goskar.com/?p=86#comment-47628 Thanks to everyone for their responses to this post. I've recently heard that Pipex will be changing their name, and since I left them to use Demon as my ISP some time ago now, I've decided to close comments on this post. We must keep ISPs on their toes though. We must push for better customer services. I recommend that people wishing to comment further head over to the excellent forums at <a href="http://www.thinkbroadband.com/" rel="nofollow">Think Broadband</a>. Good luck people - I'll see you there! Thanks to everyone for their responses to this post.

I’ve recently heard that Pipex will be changing their name, and since I left them to use Demon as my ISP some time ago now, I’ve decided to close comments on this post.

We must keep ISPs on their toes though. We must push for better customer services. I recommend that people wishing to comment further head over to the excellent forums at Think Broadband. Good luck people - I’ll see you there!

]]> By: amy http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-47611 amy Mon, 25 Feb 2008 11:25:22 +0000 http://www.goskar.com/?p=86#comment-47611 I also have found pipex to be shocking for customer services, We have to move with the forces every six months and was not made aware when I signed up for a twelve months contract it would only be at the one address. Why? when other companies can move your contract with you can they not? and then how can they get away with charging you a huge cancellation fee or forcing you to sign a new contract? I personally dont want anything to do with them any more and would tell everyone to avoid them as I have just had problem after problem with them...if you can go with another provider, do it, these guys are shocking for customer services! I also have found pipex to be shocking for customer services, We have to move with the forces every six months and was not made aware when I signed up for a twelve months contract it would only be at the one address. Why? when other companies can move your contract with you can they not? and then how can they get away with charging you a huge cancellation fee or forcing you to sign a new contract? I personally dont want anything to do with them any more and would tell everyone to avoid them as I have just had problem after problem with them…if you can go with another provider, do it, these guys are shocking for customer services!

]]> By: Brian McCreery http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-38576 Brian McCreery Tue, 11 Sep 2007 11:45:54 +0000 http://www.goskar.com/?p=86#comment-38576 Having also recommended Pipex to many people as I had been a customer for 10 years with 2 separate accounts I have also experienced the problems closing an account. One was closed 1 1/2 years ago and as of this week I have suddenly had 2 threatening emails about what they are going to do.There is no reply email address and I don't accept being put on hold for more than 5 minutes (Zen much better) and they will not respond to my emails to general inquiries (even included my new tel No).They got too big too quickly I am afraid. Having also recommended Pipex to many people as I had been a customer for 10 years with 2 separate accounts I have also experienced the problems closing an account. One was closed 1 1/2 years ago and as of this week I have suddenly had 2 threatening emails about what they are going to do.There is no reply email address and I don’t accept being put on hold for more than 5 minutes (Zen much better) and they will not respond to my emails to general inquiries (even included my new tel No).They got too big too quickly I am afraid.

]]> By: Tom http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-35612 Tom Fri, 17 Aug 2007 09:47:02 +0000 http://www.goskar.com/?p=86#comment-35612 No, I had to enter into a new 12 month contract - no amount of firmness would make them budge on that front :-( No, I had to enter into a new 12 month contract - no amount of firmness would make them budge on that front :-(

]]> By: Jason http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-35611 Jason Fri, 17 Aug 2007 09:43:33 +0000 http://www.goskar.com/?p=86#comment-35611 Thanks for your reply. My point is that i want to keep my existing contract, not renew a new one for another 12 months. Were you able to do this? Thanks for your reply.
My point is that i want to keep my existing contract, not renew a new one for another 12 months.
Were you able to do this?

]]> By: Tom http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-35603 Tom Fri, 17 Aug 2007 08:33:13 +0000 http://www.goskar.com/?p=86#comment-35603 Hi Jason, I think these days, in practice, they will waive any residual charges on your contract if you reconnect with them within 30 days. Be firm when you phone up to inform them of your move, and make a note of the advisor's name. Inist that you will not pay any money to them, as you intend to stay with them in your new home. I'm with Demon Internet these days, and their process isn't any different to PIPEX, sadly. But when I moved I didn't have to pay the excess (5 months) if I reconnected after I moved. So, be firm, make a note of peoples names, and times and dates that you called, and what was said. You are not terminating your contract, you're moving house! They won't see it that way, so you'll have to persuade them that this is a perfectly normal thing for humans to do, and no, it won't cost you extra to do that ;-) Good luck! Hi Jason,

I think these days, in practice, they will waive any residual charges on your contract if you reconnect with them within 30 days. Be firm when you phone up to inform them of your move, and make a note of the advisor’s name. Inist that you will not pay any money to them, as you intend to stay with them in your new home.

I’m with Demon Internet these days, and their process isn’t any different to PIPEX, sadly. But when I moved I didn’t have to pay the excess (5 months) if I reconnected after I moved.

So, be firm, make a note of peoples names, and times and dates that you called, and what was said. You are not terminating your contract, you’re moving house! They won’t see it that way, so you’ll have to persuade them that this is a perfectly normal thing for humans to do, and no, it won’t cost you extra to do that ;-)

Good luck!

]]> By: Jason http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-35598 Jason Fri, 17 Aug 2007 08:25:27 +0000 http://www.goskar.com/?p=86#comment-35598 Im also due to move house and have been told the same thing, i will have to cancell my existing contract and re apply. However on the FAQ on their website: ================================================================== What will happen if I cancel my BT line? Unfortunately if you cancel your BT line your Pipex Broadband and phone calls services will automatically be cancelled. ================================================================== Is this a work around? Jason Im also due to move house and have been told the same thing, i will have to cancell my existing contract and re apply.
However on the FAQ on their website:
==================================================================
What will happen if I cancel my BT line?
Unfortunately if you cancel your BT line your Pipex Broadband and phone calls services will automatically be cancelled.
==================================================================

Is this a work around?

Jason

]]> By: Caroline http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-6854 Caroline Tue, 20 Mar 2007 22:24:19 +0000 http://www.goskar.com/?p=86#comment-6854 Hi, I am moving house soon and need to take my pipex service with me as my contract lasts until september 2007. They told me I need to cancel and reapply and pay a cancellation charge (and I'm waiting to hear from them whether I need to sign a new 12 month contract). I don't want to pay the cancellation charge as I fear I'll never get the money back! Also, I can't sign a new 12 month contract as I'm leaving the country in october. I'm trying to decide what the best thing to do is, and wondering does anyone know the legality of what pipex is doing is? Can they charge a cancellation charge when you are moving? (note they told me in clear terms I can 'take the service with me' if I moved when I first signed up!) Can they force you on a new 12 month contract? Many thanks, Caroline Hi,

I am moving house soon and need to take my pipex service with me as my contract lasts until september 2007. They told me I need to cancel and reapply and pay a cancellation charge (and I’m waiting to hear from them whether I need to sign a new 12 month contract).
I don’t want to pay the cancellation charge as I fear I’ll never get the money back! Also, I can’t sign a new 12 month contract as I’m leaving the country in october.
I’m trying to decide what the best thing to do is, and wondering does anyone know the legality of what pipex is doing is?
Can they charge a cancellation charge when you are moving? (note they told me in clear terms I can ‘take the service with me’ if I moved when I first signed up!)
Can they force you on a new 12 month contract?

Many thanks,
Caroline

]]> By: ANTI-PIPEX http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-1417 ANTI-PIPEX Tue, 14 Nov 2006 13:47:19 +0000 http://www.goskar.com/?p=86#comment-1417 Again the same raw deal by Pipex, tried to move but it would cost me £130 to setup BT as my new place has Telewest. So to cancel my contract with Six months left would cost me £140 pounds. Pipex we're not interest in even answering their phones, cutting me off. I tried the sales line (surprisingly answered within 1min!) and asked them to put me through to Customer Services after a long 'computer says no' situation I then told him that I tried calling CS for over 1 hour, he replied 'some people wait 4-5 hours to get through' what a great way to treat customers. So I’m paying for 2mb broadband at my previous property via DD and if I cancel I would have to pay the full 6 months contract... Hmm I might just cancel my DD as I feel they’ve broken the agreement with me by not being able to provide broadband via Cable. But that could land me in court, or with a mark against my credit-rating. They won’t even reduce it to the lowest tariff as their not providing anything at all? I had to got with Telewest instead so I’m now paying £50 a month for Broadband for 6 months. You can imagine my anger at being put into this position with Pipex. This stinks of rip-off Briton again, time we all got together a sued them for the stress they’ve caused us. One anti-pipex customer. Again the same raw deal by Pipex, tried to move but it would cost me £130 to setup BT as my new place has Telewest. So to cancel my contract with Six months left would cost me £140 pounds. Pipex we’re not interest in even answering their phones, cutting me off.

I tried the sales line (surprisingly answered within 1min!) and asked them to put me through to Customer Services after a long ‘computer says no’ situation I then told him that I tried calling CS for over 1 hour, he replied ’some people wait 4-5 hours to get through’ what a great way to treat customers.

So I’m paying for 2mb broadband at my previous property via DD and if I cancel I would have to pay the full 6 months contract… Hmm I might just cancel my DD as I feel they’ve broken the agreement with me by not being able to provide broadband via Cable. But that could land me in court, or with a mark against my credit-rating.
They won’t even reduce it to the lowest tariff as their not providing anything at all?

I had to got with Telewest instead so I’m now paying £50 a month for Broadband for 6 months. You can imagine my anger at being put into this position with Pipex.

This stinks of rip-off Briton again, time we all got together a sued them for the stress they’ve caused us.

One anti-pipex customer.

]]> By: Andy http://www.pastthinking.com/blog/2006/02/13/moving-house-with-broadband-pipex-woes/#comment-1354 Andy Fri, 03 Nov 2006 11:54:25 +0000 http://www.goskar.com/?p=86#comment-1354 I too have just cancelled my pipex account to move house. They have charged me £287.59 as they needed the rest of my contract amount in case I didnt come back to them! When the broadband was setup at the new address the line died (i'm guessing some BT engineer has fudged the line?) so I have no service until another BT engineer can come and fix it. 1 month down the line and my first bill has been debited from my account, so I am currently over £300 pounds out of pocket with no internet service at all. Just to make it more of a mess I have to now change the phone number at the new address as we recieve lots of calls for the previous owners and prank calls etc. Pipex tell me that they will need to cancel my account AGAIN and I assume this will incur yet another cancellation fee of £300 ish as its a new contract. So thats a nice £600 round figure for my internet which does not work... Emails take 10 days to be replied to (with little or no helpful info) and the phone lines are permanantly busy and hang up on me. I cannot wait for the time when this contract runs out and I can happily move away from Pipex, and I urge anyone reading this to do the same. I too have just cancelled my pipex account to move house. They have charged me £287.59 as they needed the rest of my contract amount in case I didnt come back to them! When the broadband was setup at the new address the line died (i’m guessing some BT engineer has fudged the line?) so I have no service until another BT engineer can come and fix it. 1 month down the line and my first bill has been debited from my account, so I am currently over £300 pounds out of pocket with no internet service at all.

Just to make it more of a mess I have to now change the phone number at the new address as we recieve lots of calls for the previous owners and prank calls etc. Pipex tell me that they will need to cancel my account AGAIN and I assume this will incur yet another cancellation fee of £300 ish as its a new contract.

So thats a nice £600 round figure for my internet which does not work…

Emails take 10 days to be replied to (with little or no helpful info) and the phone lines are permanantly busy and hang up on me. I cannot wait for the time when this contract runs out and I can happily move away from Pipex, and I urge anyone reading this to do the same.

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