My first month with Pipex

Thought some of you might be interested in the month long (and
counting) delay in getting my ADSL going. I signed up with Pipex
shortly after Sep 6th and despite the line being activated on the 16th
I still have no service. I'm a long way from the exchange (over 8km)
and it may be that BT are still beavering away trying to get it going
but I would have thought the issue should be resolved one way or
the other by now.

Thu 16 Sep - line supposedly activated in exchange
attempt to use in evening - modem (supplied by Pipex)
fails to sync

Fri 17 Sep - try to use line again in evening - no sync

Fri 17 Sep - call Pipex - 19:30
report fault - referred to their escalation team (ref. 1218103)

Sun 19 Sep - BT Broadband call to arrange engineeer visit
leave msg on my answering machine to call Pipex

Mon 20 Sep - call Pipex - ask them to contact me re BT visit

Mon 20 Sep - no call from Pipex but work out I can arrange BT
visit via Pipex web site

Wed 22 Sep - BT engineer visits - 09:30
check all in-house wiring - seems OK
fit new master socket faceplate - doesn't work
try various filters - doesn't work
try engineers own laptop & modem - doesn't work
rewires crimps in wiring cabinet in village - doesn't work

Thu 23 Sep - call Pipex (Steve) 13:30
sends email to escalation team outlining situation
Pipex will contact BT to progress situation

Fri 24 Sep - call Pipex (Rob) 15:30
says BT are looking at rerouting cables to make it work
expects action next week.

Wed 29 Sep - call Pipex - 15:00
says they haven't heard from BT and Pipex escalation team will
call me back later today or tomorrow morning (they don't)

Mon 4 Oct - call Pipex - 16:10
they still haven't heard from BT - unhelpful chap is unable
or unwilling to even estimate when work will be complete and
won't talk to escalation team to find out.

Mon 4 Oct - email Pipex support asking them to clarify what's
going on.

Wed 13 Oct - receive email reply from Pipex support - say issue
is still with BT and escalation team will contact me when
they hear something.

Today (20 Oct) - still nothing from Pipex/BT (well actually, Pipex
visited my bank account yesterday for a second month's money!).

So I'm now approaching 5 weeks since activation - I have no service
and nobody seems able to say when or if it will be provided.

--Steve


Steve Temple

"Steve Temple" <(E-Mail Removed)> wrote

> So I'm now approaching 5 weeks since activation - I have no service
> and nobody seems able to say when or if it will be provided.
>
> --Steve

You might well never get it.

"Steve Temple" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...

> (well actually, Pipex visited my bank account yesterday for a second
month's money!).

As your not getting a service, ask for a FULL refund and tell them to stuff
the account due to pour service!

How did they take the money? Direct Debit or debit card?

"Steve Temple" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> Thought some of you might be interested in the month long (and
> counting) delay in getting my ADSL going. I signed up with Pipex
> shortly after Sep 6th and despite the line being activated on the 16th
> I still have no service. I'm a long way from the exchange (over 8km)
> and it may be that BT are still beavering away trying to get it going
> but I would have thought the issue should be resolved one way or
> the other by now.

Look at it on the bright side, so far you have not been told you cant have a
service.

Since you have not been refused a connection, it sounds as if some re-routing of
your telephone cable may be possible.

Hang in there and I hope that you get connected.


Michael Chare

"Steve Temple" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> Thought some of you might be interested in the month long (and
> counting) delay in getting my ADSL going. I signed up with Pipex
> shortly after Sep 6th and despite the line being activated on the 16th
> I still have no service. I'm a long way from the exchange (over 8km)
> and it may be that BT are still beavering away trying to get it going
> but I would have thought the issue should be resolved one way or
> the other by now.
> --Steve

In all fairness to Pipex, this is unlikely to be their fault. They depend
on BT sorting out the line side of things. If you are a fair distance away
from an exchange maybe there are technical issues.

Most people join Pipex because they subsidise the free equipment. Their
perception is that it takes longer with Pipex when in reality it is the
first time broadband is connected to that home.

Even on a normal connection it can take a couple of weeks or more.

AMO

Definatly ask for a full refund. If they refuse, threaten them with legal
action. That normally does the trick. You are not obliged to pay for a
service you are not receiving.

Michael Chare wrote:
> "Steve Temple" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>>
>> Thought some of you might be interested in the month long (and
>> counting) delay in getting my ADSL going. I signed up with Pipex
>> shortly after Sep 6th and despite the line being activated on the
>> 16th I still have no service. I'm a long way from the exchange
>> (over 8km) and it may be that BT are still beavering away trying
>> to get it going but I would have thought the issue should be
>> resolved one way or
>> the other by now.
>
> Look at it on the bright side, so far you have not been told you
> cant have a service.
>
> Since you have not been refused a connection, it sounds as if some
> re-routing of your telephone cable may be possible.
>
> Hang in there and I hope that you get connected.

But all the re-routing of cables should have been done by the engineer who
visited (supposed to change Eside & Dside to attempt solution).

Now playing devils advocate here, it may be that the ISP is just stringing
the OP along for as long as possible...

Would suggest getting strong arm with ISP demanding either get service
working by X days or a full refund...