Pipex Broadband www.solo.pipex.net Review

Overall Rating

I've switched ISPs. Have to say Pipex connection (until unreasonably disconnected!), fine.

Customer DISservice. They make no contact with you. YOU have to initiate everything. No understanding by operators. Sometimes unable to understand operators.

Been with Pipex many years. Returned from holidays on Jan 24th 2009 to find connection down. Phone call 1, Sat 24th) "...regrading the system... might be back on soon". Phone call 2, Sun 25th) incomprehensible technical jargon and something thrown in about something amiss with the account. Phone call 3, Sun 25th) ..."account suspended...call Customer Services tomorrow..." Phone call 4, Mon 26th) Apparently, we hadn't paid our bill (we paid quarterly by cheque). We knew we had paid, but were unable to prove on-the-spot. So, as we require full-time Internet and email connection, only option was to pay by personal credit card to be reconnected quickly.

One hour later, we were able to prove, with a bank statement, that Pipex had cashed the cheque. Please fax copy. Various phone calls, after loads of holding, naturally. They said it could take up to 2 weeks to refund, when it only took them half an hour to charge the card. Biting tongue at this stage.

After God knows how many phone calls (an estimated 25-30, various emails etc.), it is now May 5th and they still haven't refunded anything, even though they pledge to settle all problems within 28 days, according to their T&C's. (It's now c.98 days) Cancelled the "service", have sent complaint letter along with official cancellation. (Tried phoning them to cancel, pressed the correct button, but was told, after holding, that I'd come through to the wrong department). I'm reasonably intelligent, and have never found the numbers 1-through-9 on my telephone difficult to grasp. More often that not, I had been put through to the wrong department. Am I a cynic, or could this be something to do with Pipex being on an 0845 profit-generating number.

Anyway, am now expecting communication - of the threatening/legal action kind. Ironic, eh? Never received any prior to them cutting us off. Can't wait for the time when and if they telephone me. After putting them on hold for what I deem a wholly unreasonable amount of time, while I go and just look at wall where the paint is already dry, I'm going to let fly with some classic sarcasm. Expletives may play a part too.