When people have asked me about broadband providers in the past my replies have always evolved around one simple policy, “Stay away from the Sub-ISPs and stick with the main providers”.
This has kept me going well, with no outages, a decent service and no problems. I signed up with Pipex Broadband years ago and have been with them ever since. However at the point at which they were swallowed by Tiscali I was concerned; as Tiscali’s reputation was not great to say the least. I thought, “providing my service remains consistent then I am OK – and as long as I do not get messed about I will stay”
Several weeks ago I contacted Pipex for the first time to request; quite explicitly “please cancel my Home Call phone package – BUT LEAVE MY BROADBAND ALONE”. A simple request. However yesterday I suddenly had a complete and utter lack of broadband – which was a complete nightmare for someone who works at home a lot. Broadband to me is just as important as electricity!
So I phoned Pipex immediately on the support line (0871 66 333 00) and went straight to query my bill, and discovered that the only thing active on my account was the Home Call Phone package – and no Broadband.
Numerous calls then to the terminations team left me even more confused and angry. Apparently they had cancelled the wrong service with no notification, no customer communication and with no remorse. Problem was that it was going to take 10 days to reconnect me. Oh, I could have a £10 credit to my account as a ‘Sorry!’ – and that just upset me even more as I was probably losing that on […]