Guest's Review of Pipex Broadband www.solo.pipex.net
1st Sep 2009
Overall Rating
- Value for money
- Customer Service
- Reliability
- Speed Consistency
PIPEX and TISCALI are hopeless. I was previously a Bulldog customer, but Bulldog was taken over by Pipex, (since taken over by Tiscali). I now pay my bill to Pipex, whose site I use to access email and other services provided.
Since the 14th of August there have been serious problems, i.e. for 18+ days. We have not been able to receive incoming land line calls since the 14th August. For approx 30 hours around the 25th August the line was totally dead - no phone, no internet. For around 30 hours from the 14th August we could no make outgoing calls.
The helpline staff are poorly trained and have limited knowledge about what the customer pays for, or experiences when logging in. You are often left waiting in a queue to get a response (calls at 5 per minute paid to Pipex!), you get cut off, you get misdirected, you get poor and sometimes ludicrous advice.
I have written to the C.E.O. in Welwyn Garden City, with no reply to my current letter. I contacted Ofcom who emailed Pipex a warning 4 days ago - no result. Previously, I was contacted by Tiscali customer care (ha ha!) staff in London, who told me the issue had been escalated to the "highest level" many days ago. NO RESULT. They are no longer answering their phones, they do not phone as promised to give updates on the problem.
It's all extremely poor practise. They could be so good, but when things go wrong they are ineffectual, wiith little real care or concern for their customers.
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