Rant Migrating from Pipex

[WPKenny]

I've been with Pipex for years. Around 6 years I think.
Well recently O2/Be LLU'd my local exchange so I thought it was time to stop paying 34 quid for 2 meg unlimited and go for something a little bit more bank friendly.
I asked for my MAC code from Pipex on tuesday. It arrived today around 10:30am but I was tied up at work all day and only got around to signing up to O2 tonight on the 16meg package for 10 quid (I get a fiver off too cos I have my mobile phone with them too).

Everything's going swimmingly until I hit the "send" button after entering my Pipex provided MAC code.
O2's website tells me it's an incorrect MAC code. So I try again. Instead of copying and pasting it, this time I type it. Still incorrect. The page warns me it will only let me try once more. So instead of breaking things I give O2 a call around 8:30pm (long after Pipex's own help lines have closed) fully expecting to get through to a robot in an indian call centre.
Thank fully a nice scottish lady answers. I go through all the security checks and line checks. Then we get to the MAC code part. I read it out, she reads it back to me but her own computer tells her it's invalid. She tries again after double checking it with me and still it fails.

She says she can take all my details and as soon as I get a correct MAC code I just ring up with the reference she gave me and it will all go ahead.

Reading the thinkbroadband Pipex section of the forums... thinkbroadband :: Viewing a list of posts I start to think this isn't so uncommon.

So I'm posting here to start documenting what could be a very long struggle with Pipex.

I shall be phoning them tomorrow and asking them to straighten it all out.

Does anyone know if it's possible for me to insist they give me a MAC code on the spot instead of having to wait days for it, only for them to send me an incorrect one again?
Will I be caught in limbo with Pipex telling me this MAC code has to expire before they will issue another one?

This could be the start of something most annoying....

 

[Embattle]

A lot of broadband companies have been shafting people on this issue, they've also been in trouble a number of times over this issue although it was a much bigger issue in the past.

Migrations Authorisation Code (MAC) Broadband Migrations Process | Ofcom - They have to provide it within 5 days, now you could argue that they've given you the wrong one and that you shouldn't have to wait again.

 

[Nate]

You would not believe what trouble I've gone through since migrating away from Pipex. I changed to a new ISP by MAC code back in February everything went fine, but Pipex continued to bill me..but not only bill me they picked numbers out of their head £43.12 £52.51, etc, etc(usual bill was £18ish). and as it's on my Dads account I didn't pick up on it, only until June did he ask if we should still be paying them. I obviously said no, and rang up Pipex about it, they said I was still with them..which is bullshit, Pingplotter shows my new ISP, I've got e-mail with the new ISP, moneys coming out of my account with the new ISP, they have a run of events of using the MAC Code on the account. They continued with something about Pipex not being contacted by the new ISP and thats the reason they didn't know...I quickly rung up my new ISP and confirmed what I already knew, they couldn't contact Pipex and say "Nate's internets is done now, you can leave him" it would break the DPA. So after quite a few phone calls I managed to get them to send the money back and zero this "overdue balance" all seemed well. Except Pipex continued to call asking about this overdue balance, I explained again and again and they could even see on the notes that it had all been sorted. I then received a phone call from Pipex to ignore all future contact from them as it's all been sorted now.

Then I received a phone call from debt collectors, and this is now. Pipex have gone through debt collectors...I've given them all the info and they've put it all on hold, raised a query and will get back to me about it when they hear back..from Pipex.

Watch your account is all I can say.

 

[WPKenny]

You would not believe what trouble I've gone through since migrating away from Pipex. I changed to a new ISP by MAC code back in February everything went fine, but Pipex continued to bill me..but not only bill me they picked numbers out of their head £43.12 £52.51, etc, etc(usual bill was £18ish). and as it's on my Dads account I didn't pick up on it, only until June did he ask if we should still be paying them. I obviously said no, and rang up Pipex about it, they said I was still with them..which is bullshit, Pingplotter shows my new ISP, I've got e-mail with the new ISP, moneys coming out of my account with the new ISP, they have a run of events of using the MAC Code on the account. They continued with something about Pipex not being contacted by the new ISP and thats the reason they didn't know...I quickly rung up my new ISP and confirmed what I already knew, they couldn't contact Pipex and say "Nate's internets is done now, you can leave him" it would break the DPA. So after quite a few phone calls I managed to get them to send the money back and zero this "overdue balance" all seemed well. Except Pipex continued to call asking about this overdue balance, I explained again and again and they could even see on the notes that it had all been sorted. I then received a phone call from Pipex to ignore all future contact from them as it's all been sorted now.

Then I received a phone call from debt collectors, and this is now. Pipex have gone through debt collectors...I've given them all the info and they've put it all on hold, raised a query and will get back to me about it when they hear back..from Pipex.

Watch your account is all I can say.

This is another recurring horror story I've heard. It seems with a Direct Debit you can cancel it and they can chase you for debts all they like but will not be able to take any money. However if you pay with a credit card, like I do, they can keep taking money even if you tell your bank not to pay them. Not sure quite why/how this is legal but it seems a number of people are saying this.
I hope it doesn't go down this road. Perhaps it's a simple glitch and will all be sorted out when I phone them in the morning. *fingers crossed*

 

[Kryten]

With luck it'll get sorted out. When you speak to them again, make sure you mention you will take matters through ISPA and then further still if they do not remedy the situation with immediate effect; you're aware of their reputation for this type of problem and if you suffer any more for it, they'll be paying out a lot in compensation. Don't be afraid to ask for your entire previous years subscription back.

 

[WPKenny]

What a surprise. All other parts of their "service" are open until 6pm on a saturday except... that's right... cancellations and MAC code requests, the one place I need to speak to.

I struggled through the switchboard (after 10 mins on hold on their 10p per min 0871 number) to their Order Status department and spoke to a very polite but ultimately unhelpfull person in india. I had hoped since they might deal with MAC codes coming in to them she might be able to suggest why my MAC code from them is being seen as invalid.

So now I'm going to write them an email followed by having to wait until monday to phone them and get it sorted, during work hours because of their useless opening times.

O2 / Be by the way answer their FREEPHONE number 24 hours a day and when I called them at nearly 9pm last night I spoke to an english person. I wonder why it is so many people are leaving Pipex?

 

[Kryten]

Couldn't agree more. I had a huge spat with O2 re my phone but still have broadband with them, and on the few occasions I've had cause to phone or email them : 2 line noise issues despite being close to exchange and a couple of billing/payment enquiries, the call was answered quickly, by a human, in the UK. And on top of that, they were very very helpful too. And what a price difference to boot.

The Pipex of old seems a million miles away now, it just annoys me how little respect they have. I'm surprised they haven't been dealt with far more ferociously by governing bodies with a single look around thinkBB's forums etc. It's appalling.

 

[WPKenny]

Right then. Email sent. Polite but firm. Mentioned OFCOM and that I'd expect a VALID MAC code before the end of the 5 day limit before taking the matter further. Which would make it close of business next Tuesday (2nd sep).
Now do I have the patience to wait until Wednesday to call them? We shall see!

 

[Nate]

It's Tiscali now, the debt collectors refer to them as Tiscali and Pipex

 

[Lazarus]

FreddysHouse - View Single Post - Pipex (Avoid if possible)

 

[DaGaffer]

Tiscali's CEO is Mary Turner. Their Head Office is:

Tiscali UK Ltd
20 Broadwick Street - Soho
London - W1F 8HT

P: +44 (0) 20 7087 2000
F: +44 (0)20 7087 2282

If you get nowhere start spamming their Head Office. It actually works; my ex did it succesfully with Sony and Vodaphone.

 

[MYstIC G]

SAYNOTO0870.COM - Non-Geographical Alternative Telephone Numbers

 

[WPKenny]

Thanks for the replies guys. Seems I'm getting nowhere fast.
I've been snowed under at work and Pipex's cancellations/MAC department closes at 6 which is exactly the time I finish for the day too.

So Lou offered to phone them up for me today since I have had no new MAC from them. She didn't get very far. They simply said they would issue another one and it would be with me within 5 working days. Oh and if I ring them on friday they *might* have it ready and be able to tell me it over the phone. Lucky me!

I've been reading around and it seems Pipex hand out invalid codes on a regular basis. One forum I found had a couple of guys chatting who owned small ADSL providers. One reported he'd had up 80% of the MAC codes given to him from migrating Pipex customers turn out to be invalid. He admits that recently it's fallen as low as 50%.
Another said that out of the last 13 pipex MAC codes he was given, 11 were invalid.

So I'm giving Pipex until Friday before calling OFCOM. That will give them enough time to reply to my two emails I sent them. One last friday and one yesterday.


On a side note, I called O2 about my mobile tariffs tonight. The thinking being if my ADSL goes tits up, I might be able to use the 3G on my mobile to at least get emails etc. 8pm, UK call centre. Very polite and helpful. I can swap my bolt-on bits once a month whenever I like. It was very reassuring to know if I was to have to go as far as cancel my ADSL with Pipex to get shot of them.

 

[WPKenny]

And so it goes on.... :/

Called Pipex today as they'd suggested to Lou when she called them for another MAC code last wednesday. They said they hadn't got one yet. I reminded them of the OFCOM regulation 5 day limit and it was now 8 working days since I first requested a MAC.
I asked the girl I spoke to if she could do anything to help and she referred me to a supervisor who said there was nothing he could do. It goes from the call centre to provisioning and then onto BT and they could do nothing but wait for BT. He said it was BT that issued the incorrect MAC code, not Pipex.
All I could do was wait until last thing on Tuesday for my MAC code before anything could be done.
I said if it hasn't arrived by then or the MAC is invalid for a second time I will be straight on the phone to OFCOM. He didn't seem bothered at all. Either he feels OFCOM can't do much or it happens so often I'm *just another customer threatening them with OFCOM*.
Roll on tuesday....

P.S. He didn't make any comment on the fact I'd emailed them twice and got no response except to say they don't accept MAC requests via email.

 

[nath]

If you could live with dial-up internet for a week or so, it might be worth just cancelling and waiting for the line to clear, rather than migrating. Dunno how long that takes but sounds like it'd be harder for them to fuck it up.

 

[Nate]

Hmm, wonder if I should forward my case to ofcom

 

[Dark Orb Choir]

you do realise that on the o2/bethere service you agree to them being able to sniff your pc out and get onto your hard drive for "support" purposes

 

[nath]

you do realise that on the o2/bethere service you agree to them being able to sniff your pc out and get onto your hard drive for "support" purposes

Doesn't mean you have to let them, and it doesn't give them instant access to your machine does it..

 

[Kryten]

Not quite true DarkOrbChoir, but not far off it - I queried this and it's only for updating purposes on your router - no EULA would be legally acceptable giving access to an otherwise private PC, it would be contravening more data protection laws than I care to shake a stick at.
And of course to get around the above, all you need to do then is use a proper router instead

 

[inactionman]

Good luck to them doing that, I don't use their router (as it's shite) so the built-in firewall on the one I purchased will stop them.

 

[Dark Orb Choir]

they use some software at their side to get onto your local pc, as a few of you know i used to work there for 4 years and knew the guys who were rolling the service out.

 

[nath]

How does this software get on to your PC then?

 

[Dark Orb Choir]

don't know nate, all i know is that i was told the users would never know, the software doesn't have to get on the pc, some form of remote control software i think, or software that gives a view of your hard drive.

 

[nath]

Yeah, to my knowledge that's not actually technically possible. A) Certainly not with an alternative router, B) Not with an up to date version of windows, security and firewall all up to scratch.

 

[Dark Orb Choir]

it could be hidden in the adsl stream, you never know, it could be on port 80,i'm thinking you have port 80 open for internet browsing unless you port forward all port 80 traffic to another port that your pc listens on?)

its their service, we don't know it inside out and mostly anything can happen.

all i know is what i was told by the guys who were running the pilot of the service.

 

[nath]

The computer doesn't know it's an ADSL stream, all the computer knows is that there's an ethernet port, and it's hooked up to a network. You can't just break in to a computer because you're plugged in to its ethernet port/wireless adapter.

 

[Dark Orb Choir]

sigh


belive what you like Nath, i was only trying to say that they can look at your pron

 

[nath]

No need to be a dick about it, I'm simply saying they can't magically get on to your PC. Regardless of what their goons have told you.

 

[Dark Orb Choir]

sorry nath i wasnt being a dick on purpose..........

 

[Kryten]

Quite honestly though, it's illegal, regardless of who's doing it, it's hacking. Don't think otherwise. If that was the case, I'd be in court now watching a bearded judge spank O2's bottom like a naughty schoolboy in a fetish movie.