After TalkTalk took over Pipex things have not been good at all.
Speed is the bigist problem. I still have use of my Pipex email address tho! Have you been able to speak to TalkTalk support? I've never tried. Pipex support was ok in the past for me.
Try posting a question or 2 on the Forum http://www.broadbandgenie.co.uk/forum
Maybe you'll get some general help from someone and at least be able to get back into your email. That way you can send everyone in your address list your new email address. NOT a TalkTalk address of course ;)
TalkTalk changed the old web address for logging into Pipex email accounts, plus I think you have to type the full email address and not just the first part as you could with the old pipex login!! If you're using pop with Outlook or other mail program you shouldn't need to change any settings!
I'll be leaving TalkTalk ASAP. Added £5 a month to my bill just because I didn't take up their DD payment which would have probably got me stuck with a long contract!! And now it's more like old Dial-Up at times (((PANTS)))
Pipex broadband Reviews
Firstly my email address doesn't work anymore. i have to get a new address and inform all my friends and work associates of the change. i cannot read any of my mail. i have tried the help section on talk talk but i'm going around in circles. really annoyed and frustrated now. don't reply to me i do not exist.
Pipex are the worst company that I have ever dealt with! They are lazy and dishonest, their service is none existent and their "broadband" speeds often dropped below dial up rates.
If you have any sense whatsoever, then DO NOT DEAL WITH THIS COMPANY.
Ok Pipex sent though a letter thing mid week last week saying some garbage about talk talk billing etc etc, basicly formality of talk talk taking over as our provider.
we have an old Tiscali phone/internet package, thats free weekend evening calls (up to 1 hour) and free broadband internet (up to 8mb non capped)
you can see why talk talk may want to screw around.
Now they have tryed to fool us in to taking a new contract with them "better service faster internet yada yada yada" but we know that they are trying to trick us out of our current contract we had with Tiscali before they where aquired by pipex.
due to the law of trade they can't change a thing to our service and must give us exsactly what we aranged with Tiscali all those years ago.
We have had our phone problems with both company take overs, pipex and now talk talk both have messed with our line and left us without a phone, the first time we got screwed out of a phoneline and internet now this time just the phone but they may aswell done the internet with it as we currently have a connection speed the likes i haven't seen in a decade now.
So far phone support are a joke they have been informed of the problem and say they can't do anything for 24 hours, this is prob a lie. They will go though a few tech questions and refuse to speak to anyone but the bill payer who happens to be as tech savvy as a tuna sandwich. I can't talk to them because they refuse to talk to me and also say it's our end that has the fault which is total garbage again.
We was informed someone would call us between 19:00 and 21:00 but that didn't happen. I hope to see an engineer line test done tomorrow and the problem fixed promptly afterward because i want to bloody download and play the new batman game!!!!
The telephone service to my home was cut off in February 2011 for about 5 to 6 weeks, just as if I had stopped paying the bills even though I always paid by Direct Debit. Last evening the telephone service was cut again. I received an email this morning concerning the fact that a Direct Debit payment from my bank had been cancelled by the proposed recipient - what a coincidence! Email contact with Customer Care/ Support results in suggestion that I should ring 0871 663 3300 - how do they tink this is possible when I have told them that telephone does not work!
I have been without Intenet for three days. The Pipex/Talk Talk technical team are useless! They start by trying to convince me that the problem is my end (which I knew it wasn't). Then they tried to convince me that it was a fault with the line and that they would send a BT technician (who never turned up despite waiting in all day). Out of the numerous second level technichians I spoke with one let it slip many Pipex customers are experiening problems because of the migration from Pipex to Talk Talk. When I insisted on speaking to a supervisor, he told me not to speak to a technician again but only him!
A few weeks ago I was without full Internet service because Talk Talk has imposed HomeSafe onto my system which stopped me using many sites such as Facebook and a techincal support forum I was using to help me fix my laptop. HomeSafe is an opt in service using "benign" spyware. I couldn't get out of it because Pipex had not fully migrated to Talk Talk yet Pipex could not remove it.
My suggestion to any Pipex customer to request your MAC code any get out of Pipex/Talk Talk asap!!!
I am not a happy bunny......
I signed up with Toucan, which became Pipex after some time. All was well with Toucan, but some time after joining Pipex things slowed up a bit, and my best connection speed was about 1.7mbps. In June, about the time of the migration of Pipex to TalkTalk, terrible crackling came on the phone line, and my broadband speed dropped tremendously.
I have been fighting since June, on and off, to get them to permanently sort the problem out. BT engineers have checked the line, and it is not the line. The problem seems to be Pipex/Talktalk's broadband equipment, as, when it crashes (again!) and I have no DSL signal the crackling on the line goes too.
One understands with the pressure of work etc., that it could take three or four days to get things sorted out, but FOUR MONTHS?!!!!!!!!!
I strongly advise anything thinking of Pipex/TalkTalk to check with those in their area to see what service they get first.
I have been FORCED to move to BT again to get some semblance of equipment that works, at much greater cost per month.
useless company who are unable or unwilling to sort out very slow broadband speeds after 6 weeks of phonecalls and emails to try to get sorted.eventually used mac code to escape this incompetent bunch of clowns,being bought by talk talk was a mistake for pipex,they have gone down the pan,AVOID at all costs,TIME WASTERS!!!!!!!
I've been with Pipex for many years, about 14 I think. Support use to be great back then. But after what seems like company after company takeover they seem to stand out now only for less pleasing reasons.
Reported speed is good, between 8 and 10 Mbits but in reality like I've seen others report this is not what you get depending on time of day.
From what my Router says it looks great, but in reality the speed can be very poor at times so the reported speed I would say is not correct.
There can also be at times a delay in loading various sites. I've checked this as far as I can and from sites that I've setup can see the Server page creation time is zippy, but the actually page load time in real time ends up bungled!
When I login to my account, as I've read one other person at least info is not up to date. i.e. for me VAT info from 2008 when it went down from 17.5 to 15% and Service Status for 2008. That kind of thing gives me no confidence at all.
I also like I read one other at least don't see up to date billing. I sometimes get an email saying I have a new bill, some months these don't turn up. And no they are not in a SPAM filter.
The billing has been problematic in the past. I ended up paying by cheque because of my DD just stopped working with them one day, no fault of my own. Rather than call me they just blocked my internet access without warning, no email, no nothing.
Even if I pay well in advance I can still get a red letter threatening disconnection! That's with as much as a month and a half in credit!
After this happened the 2nd time I called them and they said they had not received my cheque. This was after 6 days. They suggested I make a credit card payment there and then which I did.
The very next day that cheque I sent was cashed. THANX PIPEX.
Yes without letting me know they took 2 payments.
I often can't see a bill when I login after receving an email saying I have a new bill, so I have to remember to send off the cheque early without seeing one to avoid a threating letter.
The last straw;
I've just received a letter, strangely not with my name on it just my id, saying they're going to make changes to bill payment method.
Giving one months notice from the letter date, of course the letter arrived some days later as it was sent over a weekend so almost a week out of that month has already passed!
They are no longer from this date excepting giro payments from this date.
It then goes on to state Setting up a Direct Debit is easy.
It then goes on further to state later this year they'll be introducing new charges for customer that DO NOT pay their bills using Direct Debit.. and then says on the same line, you can save up to £54 a year by switching to Direct Debit.
I WILL NOT be doing that.
Not least for all the years when new customers were given higher speeds and I was not told. Prices reduced for same speed as I was getting and never told. So for me the last straw is being asked to pay up more cash.
I would have considered DD but from what I've read I just can't trust this company if I needed to cancel.
Service has been ok for most of the time I've been with them, but this is no way to treat customers, more so a long standing one, or should I say long suffering!!
By by Pipex.
Really its a disgrace Pipex should not be able to trade in this country,they have no service of any kind,tried to get my account details,but they gave details of another account,cannot understand their so advisers, cant even get on to their customer services to cancel my contract
I too had a nightmare with PIPEX; lost my broadband connection and they could not explain why. I was off for weeks before canceling and ordering another service including new line. I cancelled my direct debit to PIPEX
I then got a demand letter for broadband subscription to PIPEX which I had cancelled and after lots of calls were told that they had no record of me cancelling and that payment was due. I told them that I had another connection now and why would I order that if I had not cancelled my subscrption with them. They said that I had to pay them the money or I would be taken to court.
I made sure they cancelled it again and asked for confirmation to be sent througfh before I left the line. I felt I had been screwed and that I should not pay them the money however after many threatening emails and phone calls and the threat of being blacklisted as a business owner I thought I could not risk it and paid then money.
I am disgusted at the way these companies can cheat the general public and get away with it.
To make matters worse I found out that my new provider Talk Talk Business are basically the same company and have already experienced the same issues.
My advise is stay clear and avoid the nightmare.
I am having a nightmare with Pipex, firstly they increased my package in March 2010 without telling me and now i am trying to leave and move to BT i find the Mac not working and Pipex have become nasty sayinf it's BT who have messed up not them, i am stuck with a MAC code that don't work and BT unable to cennect without once waht do i do? i have Cancelled my DD tonight and seding a letter in the morning to Pipex and will refuse any further payment to them untill they sort it out, i have been with pipex for many years and they tell me becuse they are on LLU i can't transfer to BT i would need to change the whole things and cancel all my exciting set up and start a fresh leaving me with no internet and so on for 60 days? can they do this?
Follow up to my posting july 2010
Guess what i have now started receiving bills for a service we do not have off Pipex as we transferred to BT in July. When will this ever end !!!!!!!
Avoid Pipex like the plague. Two years after returning to BT from Pipex (because Pipex couldn't provide any service to speak of), they send a threatening solicitor's letter demanding £170 - no bills, no communication. They wanted to bill me for the time I was with BT, despite my sending them copies of the transfer documentation and despite the fact that under my contract I had to give one month's notice and had clearly done so. They wanted to charge £50 per duplicate bill (even though they had not sent me any bills in the first place). The duplicates never arrived amd time passed. Eventually I got a letter to say that they had reviewed my case and were prepared TO WIPE OUT THE DEBT!
One wonders how many people pay up just to shut them up.
I fully expect the same thing to happen again.
left Pipex in May, received acknowledging letter from them plus final bill. Now 2 months later more bills are arriving for services not now provided. Now also unintelligable call
centre messages requesting payment from some garbled overseas agent employed by Pipex. what a way to run a business!
Exactly the same thing has just happened to us. Out of the blue we got a letter saying as we were going with another server we would be disconnected which was news to us. We have spent a fortune on our mobile phones ringing pipex to no avail and we have had no landline or internet for almost a month. Absolutely disgusted at how we have been treated and reading the above notes will expect bills and bailiffs to start arriving we will just go to court as will not be paying them a penny.
Pipex broadband 'stopped' 28 June. The helpful Phillipino call centre staff are unable to say when it will be back. 'Problem with server' they say. Does anyone have any more specific information?
i totally agree with the above comment. since they transferred there server to talk talk i have had no internet and no in coming phone calls since the 10th of may and still getting no where fast constantly ringing up and being left on hold, very frustrating. i believe talk talk have bought them out
I can see Pipex are still up to their old tricks. If only I had got rid of them once and for all. I originally went with Pipex 5 or so years ago, when they are the best ISP out there. Then they were taken over and everything went downhill.
(May 2008)I came home one day to find my internet not working, so I contacted Pipex and was informed they had disconnected my internet because I had informed them I was moving house... News to me, anyway I asked them to reconnect me which I was informed would take 7 days. I wasn't impressed but as I needed the internet I had no choice. 7 days came and went and still no net, so again I contacted Pipex, was informed it would now take 5 days to connect, once again it didn't happen. So again I was on the phone and informed it would take 2 weeks to connect me. I got half way through the week and decided this was stupid, so I contacted a new ISP and asked them about moving, I was told that wouldn't be an issue I just needed a MAC code to move (sounds simple doesn't it?).
3 Weeks later and 3-4 MAC codes later I finally got one that worked and contacted my new ISP to start the process. We cancelled the payments to Pipex as we didn't have any working internet for around a month and a half to 2 months. After around a month of being on the new ISP we had an e-mail off Pipex requesting payment for those months we had no internet, we wrote them a letter saying we were not going to pay and explained why. We received a letter back which didn't answer anything we mentioned, just went on about anything, so we returned a letter saying so and never heard anymore from them. Assuming the matter was closed.
A month ago (May 2010) we received a letter from a bailiff company acting on behalf on Pipex requesting the payment of around £80 we assumed had be resolved, we rang them up and told them we were not paying it. A week later we received another letter informing us we now owed £150. So again we rang them up and was explained that we don't owe this money, to no avail I contacted Pipex via e-mail. For around 3-4 weeks now we have been bouncing e-mails off one another. They keep asking for a e-mail or PDF file showing the e-mails of when I changed to my new ISP which I have sent and they keep maintaining they can't open it, yet my mother who isn't to clued up on PC's has no problem what so ever to open it. Today I have received another e-mail telling me to contact them via phone (which I’m not paying 10p per minute to be stuck on the line at least half an hour) or to send them a copy of the e-mails via post. So I am just wondering if anyone on here has had a similar experience and if so, have you managed to sort it out?
So be warned anyone who is thinking of joining Pipex or has recently left them thinking it’s over, 2 years down the line you may receive a letter from the bailiffs!
Pipex is such a bad service that I am not surprised to find that they are now moving their broadband business name to Opal. They have now got such a bad reputation that they are probably unable to trade under their own name. I would suggest anyone thinking of getting or changing a broadband package to check that whoever they are going to is not in any way associated with Pipex.
Twenty/thirty minute phone calls to Pipex customer service are not uncommon and whilst they are happy to take your money they never resolve any issues and continue to charge for services that cannot be obtained.
We to have been with Pipex for years, both phone and broadband, my BB started to drop rom 4mb to 300kbps and the telephone line has stopped all together.
I have noticed that Pipex do not appear in any of the available provider now, I guess it is because they no longer want retail business. Their sites seem to have been changed to focus on business users now.
They have agreed to provide me with my MAC so I can go to BT but have charged me and say I must pay up until I get the MAC! Yea right – I’ve stopped my DD, no service no pay!
Ive been with pipex for years, thats line rental, phone calls broadband the lot, They used to be really very good but of late all that has changed and in a big way! My home phone stopped working weeks ago and having contacted there customer service numerous times I can say they really are garbage inept useless I still have no home phone yes Ive done the jumping thro hoops for them yes Im still paying there bills and yes been using my mobile phone to try to resolve matters and yes keep getting cut off. But not to worry I shall move my lot eleswhere If your reading this I would advise you think very carefully before you subscribe
We were on holiday at the time and returned home on 5th May. We telephoned your customer service department on this day and were told that this was an error and that previous Toucan customers had experienced the same disconnection problems in error. Your customer service representative told us that the phone line can be reconnected but that our broadband couldnt be restored until 12th May. It was helpful that the representative agreed that once the connection had been restored suitable compensation for the error would be duly paid to us.
However, on the 12th May when attempting to connect to the internet, there were problems with the connection which was suprising given the promise of it being restored and that there were no original problems with the connection. We once again telephoned your customer services to find out what the problem was on the 12th May. We were told that there may be a problem with our Router but that we would have to telephone the technical support team to test some things and recieve a new router.
The following day (13th) after returing home from work we tried without success to get through to technical support. The line was cut off a few times and messages were saying that we should 'try again later'.
The following day (14th) we had the same problems. However we sat on the telephone on hold for 50 minutes and eventually got through to a techncial advisor. After a few seconds of questions, we were asked if we were previous toucan customers, and we responded that we were. On this the advisor said we had to get in line for a 'specialist toucan technical support line' which was shocking as i understood we were now pipex customers. Anyway we agreed, but were astonished to find that we appeared to have been put to the back of the queue, the same queue!!!
After a total wait on hold on Friday night of, 1 hour and 45 minutes we were eventually through to an advisor. He asked some questions about the router, did some tests and indicated to us that it sounded like out router was faulty and that he could send another..at last. A final question though, he asked how long we had the router, which we said was definately over 12 months he said we should hold for a second while he checked something, but he cut us off.
Had an email saying we would be contacted in the next 72 hrs we was not , so rang again and were basically fobbed off and told he'd call us back in 48 hrs . Still no joy it's Sunday morning now , I'll ring one more time if it's not resolved I will cancel
Just contacted them to try to cancel my Grandmother's contract following her death. I was on the phone for over an hour having waited 20 mins to get through to be told that i needed another department - resulting in another 20 minute wait.
I was then told that because I was not the main account holder and didn't know the password to the account they would not speak to me. They would not put me through to a supervisor (apparently the operator would have lost his job) and could not help me. They told me if I wrote to them they could take instructions from me but only once they had seen an original of the death certificate. Through out they were rude and obstructive. Above all the attitude was shockingly upsetting.
I am ........ so........ angry, annoyed, pissed off and other words that I can't mention!! I have had no internet since 10th May. I have lost count of how many phone calls I have made only to be put on hold for an eternity. I actually ate my tea one night with the phone stuck to my ear.. on hold... only to be told that I'm not the only one to have problems. I am now going with another company and hope their customer service is an improvement on Pipex customer service.
Follow-up to my posting of 11 May 2010:
On Friday 14 May, with the broadband still down, we received a letter (dated 5 May) telling us that there was going to be a server migration on Monday 10 May! There would be limited loss of service - no longer than an hour for broadband.
By then, I had been through several long calls and had run some routines as instructed including various commands to clear dns caches and similar things that are a little beyond me. "Monkey see, monkey do." Nothing worked!
Then, mysteriously, I got home from work on 17 May to find it all working as normal. One week later!
On Wednesday, I received a call from someone called Tock Tock asking if my broadband was working. Did I have the energy to do anything other than say "Yes" and hang up? No!
Final question - Who is the mysterious Tock Tock and why is he interested in my Pipex broadband service? Should I call James Bond? ;-)
Our broadband stopped working on 11th May as well. After being in a queue for hours behind 'more than nine people' and spending an hour and a half with an advisor we were still none the wiser and almost ready to buy a new router. We held off as the advisor promised that somebody would get back to us. We are still waiting for that event. In the meantime we called again on 13th - another hour in line with 'more than nine people'. This time after about an hour of going nowhere we were eventually told 'Pipex is migrating'. This will take 7-10 days and the chap said he couldn't email us any details!! However they were able to email to ask how we rated the service. This is truly appalling.
They have the worst customer service I have ever experienced. I have had no broadband since the 7th May and they still can't give me a time of when it will return. Broadband is essential to my business and this is costing me money everyday. They take over 1 hour to answer the phone and they never call you back when promised. Avoid Pipex / TalkTalk and go with a company that care.
My Pipex broadband has been showing as 'inccorect username or password' since last Tuesday.
After multiple calls of being stuck on hold when I finally got through I was told the issue needed escalating to second line and I would hear back within 24-48 hours - and still no word.
Never really had problems with Pipex in the past but now something has gone wrong its brought to light the awful customer service!
BB has been down since 11th May. After 3 hours of phone calls (at 10p per minute) Pipex say they are aware of the issues but cannot specify a date for resolution. Have asked for MAC and will be moving to BT after 8 years with Pipex. Seems that TalkTalk have messed up yet another decent ISP. After noting dome comments here will ensure my DD is cancelled when my MAC appears.