Pipex - continuation of "Re: Pipex poor service - letter to Chief Executive!!" saga

Am starting new thread to advise present position (see original approx. 21st
Sept).

Pipex system now working extremely well (thanks in part to a BT Voyager USB
modem I got hold of - seems much 'speedier' than the Speedtouch supplied by
Pipex). I think something has also happened to the connection - suddenly
the upload/download speed, when plugged directly into the master BT socket
(no other cabling), went from almost nothing to absolutely excellent (even
with the somewhat dodgy and temperamental Speedtouch -with the Voyager it's
phenomenal, approaching 100% of the possible speed - which is very odd when
only a few months ago BT said that a reliable ASDL connection was not
available on my line, when clearly it is an always had been). Something
MUST have happened in the BT exchange to make the system work properly
(someone spotted a loose connection and pushed it firmly into place?) or at
Pipex (some sort of configuration error on my account?). So, suddenly it's
all working well and I've done nothing I hadn't done before. Wonderful.

Having said that, I had already written a strong letter of complaint about
extremely poor customer support to the CEO of Pipex and sent copies of that
letter by fax and email to various Pipex departments. No response of any
kind from anyone to this letter!!

Although Dave will call me a few choice names, I've decided to proceed with
cancellation of the Pipex account - will argue about their charges
afterwards. Don't want, as a matter of principle, to deal with an ISP which
treats its customers so badly. They probably have an excellent system from
the technical point of view - but you can forget one-to-one support when you
need it. I may never need 'support' again - but if I do then its back to the
old grindstone of unanswered emails, unanswered telephone calls and the
like. If Pipex has taken on so many new customers that it can't cope with
them that's its problem - it ought to employ more staff in order to cope
with the influx! Claims about award-winning service are rather hollow when
they only deal with about one email in ten (and that extremely slowly),
ignore letters and faxes and don't answer their telephones with any degree
of efficiency. Automated responses and recorded messages seem to be their
main stock in trade. That is not customer service - that's customer
fobbing-off!

One of my many emails requesting cancellation of the account and supply of
the Migration (MAC) code finally bore fruit and they emailed saying that the
account was being cancelled as from 13th October + BT asked to disconnect
the ADSL service. I immediately replied by email that I did NOT want the
service disconnected but wanted to migrate (as I'd already VERY clearly
stated). Reading what you've actually said is not their strong point!

After a few more emailed reminders they replied (several days later) that a
MAC code could be supplied but that I'd have to telephone them (groan)!!
Today I spent a couple of hours off and on telephoning them. Some automated
messages said that the volume of calls was such that they could not deal
with mine - try later (great!). Some I held on to but gave up after a time.
Finally got a human being - who was in the wrong department but passed me to
another human being. (Wow, there really is someone working at Pipex after
all - speaking to two human beings filled me with anticipation and
excitement, though very soon dashed)! Told that the system which deals with
MAC had crashed - could they ring me back? As I was just about to go out I
asked it they could email or fax. Said they were not allowed to email the
MAC (why not!!??) but could fax it - so gave my fax number.

Nothing heard by about 7.45 PM so phoned again and got through after several
attempts. Told by operative that no record of my earlier phone call
great!) - who was it I had spoken to (I hadn't the slightest idea - but
apparently you are supposed to remember the girl's name when you speak to
Pipex, something I'm no good at doing - even forget my daughter's name
sometimes). Was told that as the ADSL connection was being cancelled I could
not have a MAC!!! Told her that I had definitely said I wanted to migrate
and that this was another example of Pipex's poor customer service, which
has led me to cancel my account with them. The girl finally agreed to let me
have a MAC on Monday 4th October and promised to ring me (gave her my
mobile).

Watch this space ... Will Pipex ring on Monday... Place your bets now!! I'm
not optimistic!!

Regards to all.


Paul



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Outgoing mail is certified Virus Free.
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"Paul" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Am starting new thread to advise present position (see original approx.
21st
> Sept).
>
> Pipex system now working extremely well (thanks in part to a BT Voyager
USB
> modem I got hold of - seems much 'speedier' than the Speedtouch supplied
by
> Pipex). I think something has also happened to the connection - suddenly

Like i tried to tell you, i thought you had faulty equipment, and that you
should have tried another modem, i even told you how you could do this for
no additional cost.

> the upload/download speed, when plugged directly into the master BT
socket
> (no other cabling), went from almost nothing to absolutely excellent
(even
> with the somewhat dodgy and temperamental Speedtouch -with the Voyager
it's
> phenomenal, approaching 100% of the possible speed - which is very odd
when
> only a few months ago BT said that a reliable ASDL connection was not
> available on my line, when clearly it is an always had been). Something

NO a few months ago there was limits on line length for a ADSL service,
there isnt now as BT have discovered ADSL (at 512k) can work on lines with
a higher DB then had previously thought possible.

> MUST have happened in the BT exchange to make the system work properly
> (someone spotted a loose connection and pushed it firmly into place?) or
at
> Pipex (some sort of configuration error on my account?). So, suddenly
it's
> all working well and I've done nothing I hadn't done before. Wonderful.

NO you answered it yourself, you had a dodgy speedtouch modem.

>
> Having said that, I had already written a strong letter of complaint
about
> extremely poor customer support to the CEO of Pipex and sent copies of
that
> letter by fax and email to various Pipex departments. No response of any
> kind from anyone to this letter!!

Good I hope they dont respond, many tried to help you by trying to tell you
to try certain things, you didnt listen until now, even if you had the best
CS in the world you wouldnt had listened to them either.

>
> Although Dave will call me a few choice names, I've decided to proceed
with

I wont call you any names, there is no need, i said your speedtouch was
dodgy, i said try another modem.... No name calling is needed, im more then
happy just to gloat about being right.

> cancellation of the Pipex account - will argue about their charges
> afterwards. Don't want, as a matter of principle, to deal with an ISP
which
> treats its customers so badly. They probably have an excellent system
from
> the technical point of view - but you can forget one-to-one support when
you
> need it. I may never need 'support' again - but if I do then its back to
the
> old grindstone of unanswered emails, unanswered telephone calls and the
> like. If Pipex has taken on so many new customers that it can't cope with

1. enjoy paying you cancelation fee and new activation to another ISP
2. How do you know they treat customers badly if you never had a response?
3. An ISP the size of Pipex and you expect cosy and i quote "one-to-one
support"? That you aint gonna get anywhere from an ISP with as many
customers as Pipex, despite what others may try to tell you.

> them that's its problem - it ought to employ more staff in order to cope
> with the influx! Claims about award-winning service are rather hollow
when

No they are not hollow they are true, they have won awards.

> they only deal with about one email in ten (and that extremely slowly),

Perhaps cos there are so many wasting their time rather then checking
equipment and wiring at their end properly first... Hmmmm kinda Ironic that
eh?

> ignore letters and faxes and don't answer their telephones with any
degree
> of efficiency. Automated responses and recorded messages seem to be their
> main stock in trade. That is not customer service - that's customer
> fobbing-off!

You really do have a problem dont you, I just wonder how many posts you are
gonna "fob" to this group with your whining

>
> One of my many emails requesting cancellation of the account and supply
of
> the Migration (MAC) code finally bore fruit and they emailed saying that
the
> account was being cancelled as from 13th October + BT asked to disconnect
> the ADSL service. I immediately replied by email that I did NOT want the
> service disconnected but wanted to migrate (as I'd already VERY clearly
> stated). Reading what you've actually said is not their strong point!

Er you have to cancel first before you can migrate as you are under a 12
month contract.

>
> After a few more emailed reminders they replied (several days later) that
a
> MAC code could be supplied but that I'd have to telephone them (groan)!!

Standard procedure

> Today I spent a couple of hours off and on telephoning them. Some
automated
> messages said that the volume of calls was such that they could not deal
> with mine - try later (great!). Some I held on to but gave up after a
time.

So they told you your call would be answered and you hung up....... hmmmm
you must be soooo desperate to get rid of them.

> Finally got a human being - who was in the wrong department but passed me
to
> another human being. (Wow, there really is someone working at Pipex after
> all - speaking to two human beings filled me with anticipation and
> excitement, though very soon dashed)! Told that the system which deals
with
> MAC had crashed - could they ring me back? As I was just about to go out
I
> asked it they could email or fax. Said they were not allowed to email the
> MAC (why not!!??) but could fax it - so gave my fax number.

ISPs will not email MAC codes they say its cos of security etc. You have
to obtain it by phone.

>
> Nothing heard by about 7.45 PM so phoned again and got through after
several
> attempts. Told by operative that no record of my earlier phone call
> great!) - who was it I had spoken to (I hadn't the slightest idea - but
> apparently you are supposed to remember the girl's name when you speak to
> Pipex, something I'm no good at doing - even forget my daughter's name
> sometimes).

LOL, so you want rid of them and didnt listen to everything that you were
told... well done. I aint suprise you forget your own daughters name.

Was told that as the ADSL connection was being cancelled I could
> not have a MAC!!! Told her that I had definitely said I wanted to migrate
> and that this was another example of Pipex's poor customer service, which
> has led me to cancel my account with them. The girl finally agreed to let
me
> have a MAC on Monday 4th October and promised to ring me (gave her my
> mobile).

They wont ring a mobile number with a MAC code, Im telling you this now see
you dont whine on the 4th October in here again, you also need to clear up
whether they are supply a MAC or disconnecting and cancelling the account,
either way ya have to pay them the 58.75

>
> Watch this space ... Will Pipex ring on Monday... Place your bets now!!
I'm
> not optimistic!!

NO they wont ring a mobile
NO they wont email MAC codes
NO they wont ring a mobile with a MAC code
ALL ARE STANDARD POLICY FOR MOST ISP's
I suggest you learn a bit about the MAC process, as at the moment you seem
a little uncertain of what you are doing.

"Dave" <(E-Mail Removed)> wrote in message
news:cjl3c3$ljb$(E-Mail Removed)...
>
> "Paul" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> Am starting new thread to advise present position (see original approx.
> 21st
>> Sept).
>>
>> Pipex system now working extremely well (thanks in part to a BT Voyager
> USB
>> modem I got hold of - seems much 'speedier' than the Speedtouch supplied
> by
>> Pipex). I think something has also happened to the connection - suddenly
>
> Like i tried to tell you, i thought you had faulty equipment, and that you
> should have tried another modem, i even told you how you could do this for
> no additional cost.
>
>> the upload/download speed, when plugged directly into the master BT
> socket
>> (no other cabling), went from almost nothing to absolutely excellent
> (even
>> with the somewhat dodgy and temperamental Speedtouch -with the Voyager
> it's
>> phenomenal, approaching 100% of the possible speed - which is very odd
> when
>> only a few months ago BT said that a reliable ASDL connection was not
>> available on my line, when clearly it is an always had been). Something
>
> NO a few months ago there was limits on line length for a ADSL service,
> there isnt now as BT have discovered ADSL (at 512k) can work on lines with
> a higher DB then had previously thought possible.
>
>> MUST have happened in the BT exchange to make the system work properly
>> (someone spotted a loose connection and pushed it firmly into place?) or
> at
>> Pipex (some sort of configuration error on my account?). So, suddenly
> it's
>> all working well and I've done nothing I hadn't done before. Wonderful.
>
> NO you answered it yourself, you had a dodgy speedtouch modem.
>
>>
>> Having said that, I had already written a strong letter of complaint
> about
>> extremely poor customer support to the CEO of Pipex and sent copies of
> that
>> letter by fax and email to various Pipex departments. No response of any
>> kind from anyone to this letter!!
>
> Good I hope they dont respond, many tried to help you by trying to tell
> you
> to try certain things, you didnt listen until now, even if you had the
> best
> CS in the world you wouldnt had listened to them either.
>
>>
>> Although Dave will call me a few choice names, I've decided to proceed
> with
>
> I wont call you any names, there is no need, i said your speedtouch was
> dodgy, i said try another modem.... No name calling is needed, im more
> then
> happy just to gloat about being right.
>
>> cancellation of the Pipex account - will argue about their charges
>> afterwards. Don't want, as a matter of principle, to deal with an ISP
> which
>> treats its customers so badly. They probably have an excellent system
> from
>> the technical point of view - but you can forget one-to-one support when
> you
>> need it. I may never need 'support' again - but if I do then its back to
> the
>> old grindstone of unanswered emails, unanswered telephone calls and the
>> like. If Pipex has taken on so many new customers that it can't cope with
>
> 1. enjoy paying you cancelation fee and new activation to another ISP
> 2. How do you know they treat customers badly if you never had a
> response?
> 3. An ISP the size of Pipex and you expect cosy and i quote "one-to-one
> support"? That you aint gonna get anywhere from an ISP with as many
> customers as Pipex, despite what others may try to tell you.
>
>> them that's its problem - it ought to employ more staff in order to cope
>> with the influx! Claims about award-winning service are rather hollow
> when
>
> No they are not hollow they are true, they have won awards.
>
>> they only deal with about one email in ten (and that extremely slowly),
>
> Perhaps cos there are so many wasting their time rather then checking
> equipment and wiring at their end properly first... Hmmmm kinda Ironic
> that
> eh?
>
>> ignore letters and faxes and don't answer their telephones with any
> degree
>> of efficiency. Automated responses and recorded messages seem to be their
>> main stock in trade. That is not customer service - that's customer
>> fobbing-off!
>
> You really do have a problem dont you, I just wonder how many posts you
> are
> gonna "fob" to this group with your whining
>
>>
>> One of my many emails requesting cancellation of the account and supply
> of
>> the Migration (MAC) code finally bore fruit and they emailed saying that
> the
>> account was being cancelled as from 13th October + BT asked to disconnect
>> the ADSL service. I immediately replied by email that I did NOT want the
>> service disconnected but wanted to migrate (as I'd already VERY clearly
>> stated). Reading what you've actually said is not their strong point!
>
> Er you have to cancel first before you can migrate as you are under a 12
> month contract.
>
>>
>> After a few more emailed reminders they replied (several days later) that
> a
>> MAC code could be supplied but that I'd have to telephone them (groan)!!
>
> Standard procedure
>
>> Today I spent a couple of hours off and on telephoning them. Some
> automated
>> messages said that the volume of calls was such that they could not deal
>> with mine - try later (great!). Some I held on to but gave up after a
> time.
>
> So they told you your call would be answered and you hung up....... hmmmm
> you must be soooo desperate to get rid of them.
>
>> Finally got a human being - who was in the wrong department but passed me
> to
>> another human being. (Wow, there really is someone working at Pipex after
>> all - speaking to two human beings filled me with anticipation and
>> excitement, though very soon dashed)! Told that the system which deals
> with
>> MAC had crashed - could they ring me back? As I was just about to go out
> I
>> asked it they could email or fax. Said they were not allowed to email the
>> MAC (why not!!??) but could fax it - so gave my fax number.
>
> ISPs will not email MAC codes they say its cos of security etc. You have
> to obtain it by phone.
>
>>
>> Nothing heard by about 7.45 PM so phoned again and got through after
> several
>> attempts. Told by operative that no record of my earlier phone call
>> great!) - who was it I had spoken to (I hadn't the slightest idea - but
>> apparently you are supposed to remember the girl's name when you speak to
>> Pipex, something I'm no good at doing - even forget my daughter's name
>> sometimes).
>
> LOL, so you want rid of them and didnt listen to everything that you were
> told... well done. I aint suprise you forget your own daughters name.
>
> Was told that as the ADSL connection was being cancelled I could
>> not have a MAC!!! Told her that I had definitely said I wanted to migrate
>> and that this was another example of Pipex's poor customer service, which
>> has led me to cancel my account with them. The girl finally agreed to let
> me
>> have a MAC on Monday 4th October and promised to ring me (gave her my
>> mobile).
>
> They wont ring a mobile number with a MAC code, Im telling you this now
> see
> you dont whine on the 4th October in here again, you also need to clear up
> whether they are supply a MAC or disconnecting and cancelling the account,
> either way ya have to pay them the 58.75
>
>>
>> Watch this space ... Will Pipex ring on Monday... Place your bets now!!
> I'm
>> not optimistic!!
>
> NO they wont ring a mobile
> NO they wont email MAC codes
> NO they wont ring a mobile with a MAC code
> ALL ARE STANDARD POLICY FOR MOST ISP's
> I suggest you learn a bit about the MAC process, as at the moment you seem
> a little uncertain of what you are doing.
>
>
>

Gosh, it must be wonderful to be so clever - suppose there's no hope for me
now!!?

Paul


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Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
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On Sat, 2 Oct 2004 12:34:26 +0100, [Paul] said :-

>
>"Dave" <(E-Mail Removed)> wrote in message
>news:cjl3c3$ljb$(E-Mail Removed)...
>>
>> "Paul" <(E-Mail Removed)> wrote in message
>> news:(E-Mail Removed)...
>>> Am starting new thread to advise present position (see original approx.
>> 21st
>>> Sept).
>>>


>>> Pipex system now working extremely well (thanks in part to a BT Voyager
>> USB
>>> modem I got hold of - seems much 'speedier' than the Speedtouch supplied
>> by
>>> Pipex). I think something has also happened to the connection - suddenly
>>

<..>


>
>Gosh, it must be wonderful to be so clever - suppose there's no hope for me
>now!!?
>
>Paul
>

Let's get a few things straight here.

You put in a different modem, and it now works. Do you believe that it
was a coincidence your service now works ?

As a test, put back the old speedtouch and see if your service works
then, this may show if it was a faulty modem (or possibly even wrong
drivers etc).

"The Grass is greener" <(E-Mail Removed)> wrote in message
news(E-Mail Removed)...
> On Sat, 2 Oct 2004 12:34:26 +0100, [Paul] said :-
>
>>>> Pipex system now working extremely well (thanks in part to a BT Voyager
>>> USB
>>>> modem I got hold of - seems much 'speedier' than the Speedtouch
>>>> supplied
>>> by
>>>> Pipex). I think something has also happened to the connection -
>>>> suddenly
>>>



> Let's get a few things straight here.
>
> You put in a different modem, and it now works. Do you believe that it
> was a coincidence your service now works ?
>
> As a test, put back the old speedtouch and see if your service works
> then, this may show if it was a faulty modem (or possibly even wrong
> drivers etc).


I probably didn't explain well enough. The service suddenly began to work
properly whilst I was using the old (Speedtouch) modem. Did reload software,
used two different computers, swapped around the splitters, etc. Used the
drivers supplied on CD in box with modem. Still no good. More or less gave
up on it one day. Tried again next day and it suddenly worked OK!

So, it worked finally with the Speeedtouch - which can only be because
someone did something to the connection beyond my premises. However,
although I was very impressed it still seemed a bit slower than I had
hoped - especially when surfing web pages (seemed fairly OK when
downloading/uploading by FTP, oddly). I assumed that the delays experienced
were a matter of internet congestion, Pipex's servers being busy, etc.

Only a couple of days ago I had the opportunity to pick up a Voyager and the
difference was quite marked. Web pages appeared instantaneously - no
significant delays between pages any more. Assume Voyager a better modem by
design or has better software - or Speedtouch a less good design, or
slightly faulty in some way, or less good software?

Regards,

Paul





---
Outgoing mail is certified Virus Free.
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On Sat, 02 Oct 2004 13:08:19 +0100, The Grass is greener
<(E-Mail Removed)> wrote:

>On Sat, 2 Oct 2004 12:34:26 +0100, [Paul] said :-
>
>>
>>"Dave" <(E-Mail Removed)> wrote in message
>>news:cjl3c3$ljb$(E-Mail Removed)...
>>>
>>> "Paul" <(E-Mail Removed)> wrote in message
>>> news:(E-Mail Removed)...
>>>> Am starting new thread to advise present position (see original approx.
>>> 21st
>>>> Sept).
>>>>
>
>
>>>> Pipex system now working extremely well (thanks in part to a BT Voyager
>>> USB
>>>> modem I got hold of - seems much 'speedier' than the Speedtouch supplied
>>> by
>>>> Pipex). I think something has also happened to the connection - suddenly
>>>
>
><..>
>
>
>>
>>Gosh, it must be wonderful to be so clever - suppose there's no hope for me
>>now!!?
>>
>>Paul
>>
>
>Let's get a few things straight here.
>
>You put in a different modem, and it now works. Do you believe that it
>was a coincidence your service now works ?
>
>As a test, put back the old speedtouch and see if your service works
>then, this may show if it was a faulty modem (or possibly even wrong
>drivers etc).


What a silly idea. That would be terrible. It would prove that all
this huffing and puffing about Pipex was pointless and misguided. We
are dealing here with someone who is always right, never has anything
to learn and is so important that the world has to stop and solve his
problems.

My guess is that he will get a much more polite and thoughtful
response from Pipex than he deserves. But they too will point out that
their service was as promised. Sadly, such bullyboys sometimes do get
some recompense, if only for a quiet life.


__________________________________________________ _____________________
Michael Kenward Words for sale

On Sat, 02 Oct 2004 14:57:17 +0100, [(E-Mail Removed)] said :-

>On Sat, 02 Oct 2004 13:08:19 +0100, The Grass is greener
><(E-Mail Removed)> wrote:
>
>>On Sat, 2 Oct 2004 12:34:26 +0100, [Paul] said :-
>>
>>>
>>>"Dave" <(E-Mail Removed)> wrote in message
>>>news:cjl3c3$ljb$(E-Mail Removed)...
>>>>
>>>> "Paul" <(E-Mail Removed)> wrote in message
>>>> news:(E-Mail Removed)...
>>>>> Am starting new thread to advise present position (see original approx.
>>>> 21st
>>>>> Sept).
>>>>>
>>
>>
>>>>> Pipex system now working extremely well (thanks in part to a BT Voyager
>>>> USB
>>>>> modem I got hold of - seems much 'speedier' than the Speedtouch supplied
>>>> by
>>>>> Pipex). I think something has also happened to the connection - suddenly
>>>>
>>
>><..>
>>
>>
>>>
>>>Gosh, it must be wonderful to be so clever - suppose there's no hope for me
>>>now!!?
>>>
>>>Paul
>>>
>>
>>Let's get a few things straight here.
>>
>>You put in a different modem, and it now works. Do you believe that it
>>was a coincidence your service now works ?
>>
>>As a test, put back the old speedtouch and see if your service works
>>then, this may show if it was a faulty modem (or possibly even wrong
>>drivers etc).
>
>
>What a silly idea.

Yeah I guessed it may be :-), I was keeping calm and wrongly trying to
offer a way Paul could perhaps see and step back a little to oversee
what _else_ may be the cause of his problems, and offer a way Paul may
apologise if this is the case. Of course, things should work "out of
the box", but when they don't - ranting about everything without even
attempting to narrow down the possible problem options isn't helping.

> That would be terrible. It would prove that all
>this huffing and puffing about Pipex was pointless and misguided. We
>are dealing here with someone who is always right, never has anything
>to learn and is so important that the world has to stop and solve his
>problems.
>
>My guess is that he will get a much more polite and thoughtful
>response from Pipex than he deserves. But they too will point out that
>their service was as promised. Sadly, such bullyboys sometimes do get
>some recompense, if only for a quiet life.
>

Possibly - but if they are abusive to their supplier, then depending
on the T&C and AUP, Pipex could well disconnect the service and still
be owed a 12 month contract.

In article <(E-Mail Removed)>, said......



> We are dealing here with someone who is always right, never has anything
> to learn and is so important that the world has to stop and solve his
> problems.

I don't think so. It was definitely not my boss that posted
--
Mugwump

Reply to 'usenetmail{at}discworld{dot}org{dot}uk

Thanks for all the comments. I was really only writing a follow-up because
someone said 'keep us posted' - which is what I've done. If anyone has any
really thoughtful, worthwhile or constructive points to make I'd still be
interested in them!

Paul

"Paul" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> "Dave" <(E-Mail Removed)> wrote in message
> news:cjl3c3$ljb$(E-Mail Removed)...
> >
> > "Paul" <(E-Mail Removed)> wrote in message
> > news:(E-Mail Removed)...
> >> Am starting new thread to advise present position (see original
approx.
> > 21st
> >> Sept).
> >>
> >> Pipex system now working extremely well (thanks in part to a BT
Voyager
> > USB
> >> modem I got hold of - seems much 'speedier' than the Speedtouch
supplied
> > by
> >> Pipex). I think something has also happened to the connection -
suddenly
> >
> > Like i tried to tell you, i thought you had faulty equipment, and that
you
> > should have tried another modem, i even told you how you could do this
for
> > no additional cost.
> >
> >> the upload/download speed, when plugged directly into the master BT
> > socket
> >> (no other cabling), went from almost nothing to absolutely excellent
> > (even
> >> with the somewhat dodgy and temperamental Speedtouch -with the Voyager
> > it's
> >> phenomenal, approaching 100% of the possible speed - which is very odd
> > when
> >> only a few months ago BT said that a reliable ASDL connection was not
> >> available on my line, when clearly it is an always had been).
Something
> >
> > NO a few months ago there was limits on line length for a ADSL service,
> > there isnt now as BT have discovered ADSL (at 512k) can work on lines
with
> > a higher DB then had previously thought possible.
> >
> >> MUST have happened in the BT exchange to make the system work properly
> >> (someone spotted a loose connection and pushed it firmly into place?)
or
> > at
> >> Pipex (some sort of configuration error on my account?). So, suddenly
> > it's
> >> all working well and I've done nothing I hadn't done before.
Wonderful.
> >
> > NO you answered it yourself, you had a dodgy speedtouch modem.
> >
> >>
> >> Having said that, I had already written a strong letter of complaint
> > about
> >> extremely poor customer support to the CEO of Pipex and sent copies
of
> > that
> >> letter by fax and email to various Pipex departments. No response of
any
> >> kind from anyone to this letter!!
> >
> > Good I hope they dont respond, many tried to help you by trying to tell
> > you
> > to try certain things, you didnt listen until now, even if you had the
> > best
> > CS in the world you wouldnt had listened to them either.
> >
> >>
> >> Although Dave will call me a few choice names, I've decided to proceed
> > with
> >
> > I wont call you any names, there is no need, i said your speedtouch was
> > dodgy, i said try another modem.... No name calling is needed, im more
> > then
> > happy just to gloat about being right.
> >
> >> cancellation of the Pipex account - will argue about their charges
> >> afterwards. Don't want, as a matter of principle, to deal with an ISP
> > which
> >> treats its customers so badly. They probably have an excellent system
> > from
> >> the technical point of view - but you can forget one-to-one support
when
> > you
> >> need it. I may never need 'support' again - but if I do then its back
to
> > the
> >> old grindstone of unanswered emails, unanswered telephone calls and
the
> >> like. If Pipex has taken on so many new customers that it can't cope
with
> >
> > 1. enjoy paying you cancelation fee and new activation to another ISP
> > 2. How do you know they treat customers badly if you never had a
> > response?
> > 3. An ISP the size of Pipex and you expect cosy and i quote
"one-to-one
> > support"? That you aint gonna get anywhere from an ISP with as many
> > customers as Pipex, despite what others may try to tell you.
> >
> >> them that's its problem - it ought to employ more staff in order to
cope
> >> with the influx! Claims about award-winning service are rather hollow
> > when
> >
> > No they are not hollow they are true, they have won awards.
> >
> >> they only deal with about one email in ten (and that extremely
slowly),
> >
> > Perhaps cos there are so many wasting their time rather then checking
> > equipment and wiring at their end properly first... Hmmmm kinda Ironic
> > that
> > eh?
> >
> >> ignore letters and faxes and don't answer their telephones with any
> > degree
> >> of efficiency. Automated responses and recorded messages seem to be
their
> >> main stock in trade. That is not customer service - that's customer
> >> fobbing-off!
> >
> > You really do have a problem dont you, I just wonder how many posts you
> > are
> > gonna "fob" to this group with your whining
> >
> >>
> >> One of my many emails requesting cancellation of the account and
supply
> > of
> >> the Migration (MAC) code finally bore fruit and they emailed saying
that
> > the
> >> account was being cancelled as from 13th October + BT asked to
disconnect
> >> the ADSL service. I immediately replied by email that I did NOT want
the
> >> service disconnected but wanted to migrate (as I'd already VERY
clearly
> >> stated). Reading what you've actually said is not their strong point!
> >
> > Er you have to cancel first before you can migrate as you are under a
12
> > month contract.
> >
> >>
> >> After a few more emailed reminders they replied (several days later)
that
> > a
> >> MAC code could be supplied but that I'd have to telephone them
(groan)!!
> >
> > Standard procedure
> >
> >> Today I spent a couple of hours off and on telephoning them. Some
> > automated
> >> messages said that the volume of calls was such that they could not
deal
> >> with mine - try later (great!). Some I held on to but gave up after a
> > time.
> >
> > So they told you your call would be answered and you hung up.......
hmmmm
> > you must be soooo desperate to get rid of them.
> >
> >> Finally got a human being - who was in the wrong department but passed
me
> > to
> >> another human being. (Wow, there really is someone working at Pipex
after
> >> all - speaking to two human beings filled me with anticipation and
> >> excitement, though very soon dashed)! Told that the system which deals
> > with
> >> MAC had crashed - could they ring me back? As I was just about to go
out
> > I
> >> asked it they could email or fax. Said they were not allowed to email
the
> >> MAC (why not!!??) but could fax it - so gave my fax number.
> >
> > ISPs will not email MAC codes they say its cos of security etc. You
have
> > to obtain it by phone.
> >
> >>
> >> Nothing heard by about 7.45 PM so phoned again and got through after
> > several
> >> attempts. Told by operative that no record of my earlier phone call
> >> great!) - who was it I had spoken to (I hadn't the slightest idea -
but
> >> apparently you are supposed to remember the girl's name when you speak
to
> >> Pipex, something I'm no good at doing - even forget my daughter's name
> >> sometimes).
> >
> > LOL, so you want rid of them and didnt listen to everything that you
were
> > told... well done. I aint suprise you forget your own daughters name.
> >
> > Was told that as the ADSL connection was being cancelled I could
> >> not have a MAC!!! Told her that I had definitely said I wanted to
migrate
> >> and that this was another example of Pipex's poor customer service,
which
> >> has led me to cancel my account with them. The girl finally agreed to
let
> > me
> >> have a MAC on Monday 4th October and promised to ring me (gave her my
> >> mobile).
> >
> > They wont ring a mobile number with a MAC code, Im telling you this now
> > see
> > you dont whine on the 4th October in here again, you also need to clear
up
> > whether they are supply a MAC or disconnecting and cancelling the
account,
> > either way ya have to pay them the 58.75
> >
> >>
> >> Watch this space ... Will Pipex ring on Monday... Place your bets
now!!
> > I'm
> >> not optimistic!!
> >
> > NO they wont ring a mobile
> > NO they wont email MAC codes
> > NO they wont ring a mobile with a MAC code
> > ALL ARE STANDARD POLICY FOR MOST ISP's
> > I suggest you learn a bit about the MAC process, as at the moment you
seem
> > a little uncertain of what you are doing.
> >
> >
> >
>
> Gosh, it must be wonderful to be so clever - suppose there's no hope for
me
> now!!?

I have obviously came across as being rude, sorry, I was only trying to be
blunt, to the point to prevent any further pointless discussion on the
matter.