Have Been Conned » Pipex UK previously Toucan
| admin on July 13th 2009 | |
| admin CommentTime6 days ago edit delete discussionReport Post Discussion Thread Customer (MR BARRY WADE) 16/02/2009 06.56 PM Incident created due to reply to expired incident 090124-001135. hi please can you cancel the broadband service only from my account regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Response 16 February 2009 19:56 Dear MR BARRY WADE, Thank you for your email. As per recent correspondence, your home phone / broadband and or dial up contract has now been taken over by Pipex UK Limited. Your email has been automatically forwarded to Pipex UK Limited, who will contact you in due course. Kind regards, Pipex Customer Relations Pipex UK Ltd CommentAuthoradmin CommentTime6 days ago edit delete Report Post I telephoned them on the 20th and was told cancellation is in progess CommentAuthoradmin CommentTime6 days ago edit delete Report Post Response (Karl Phenix) 20/02/2009 09.35 AM Dear Mr. Wade, Thank you for your email, and for taking my call today. Firstly I apologise for any inconvenience caused as a result of the issues raised regarding your request for the cancellation of your Broadband. I realise there may have been a delay in your cancellation, and for that I apologise. I have, as I advised during our phone call, cancelled your Broadband today. Please note, this will take 10 days to fully cancel. Once again please accept our apologies for the delay in resolving this issue. If you have any further queries, please do not hesitate to get in contact with us. Kind regards, Karl Phenix Tiscali Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post ok look at this date and no cancellation yet: Customer (MR BARRY WADE) 06/04/2009 09.19 AM Incident created due to reply to expired incident 090216-003328. hi please can you tell me why i am still being charged for broadband, also i got charged last month too i believe? regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Adebola Omolade) 09/04/2009 09.27 AM Dear Mr. Wade, Thank you for your email, the contents of which have been noted. Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing. I tried to call you on your landline today. Unfortunately, I was unable to reach you. In relation to your email, I have investigated the issue regarding your cancellation request. After reviewing the notes regarding this issue, I must explain the following: With broadband, if you intend to continue using broadband on your line, you should request that we provide you with a migration code (a MAC) to enable you to transfer your live broadband service to your preferred supplier. If we cancel the service, rather than enable you to transfer it, you will not be able to reinstall broadband with another provider for around 30 days. This is the time taken to remove our ADSL (broadband) markers from your line. Customers only normally request outright cancellation of their services if they are moving out or if they no longer require telephone and broadband services. Otherwise, you should obtain a MAC and make arrangements with your preferred supplier to take the services from us. Please contact us to confirm of how you plan to proceed. I hope this is a satisfactory explanation, and I do apologise for the delay in responding to your query. Pipex does take these issues seriously, and it is always our intention to bring the concerns of our customers to a satisfactory conclusion. For your information, the reference number for this issue is 090406-000595, should you need to contact us about this matter in the future. If you have any further issue, please do not hesitate to contact us. We thank you for your patience and assistance in this matter. Kind regards, Adebola Omolade CommentAuthoradmin CommentTime6 days ago edit delete Report Post hi thank you for your email, you will see from previous details that i requested a cancellation of broadband , this has not been done and i am still getting charged for the last 2 months, i would like to request that you refund my account so i am in credit , that in turn can be used to pay for line rental as i intend to keep the phone line only regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Mark Muldowney) 13/04/2009 11.26 AM Dear Mr. Wade, Thank you for your correspondence, the contents of which have been noted. I called today unfortunately; I was unable to make contact with you. I understand just how frustrating this issue has become for you, I apologise for the inconvenience this matter has caused. With regards to your broadband not being cancelled, I have escalated this matter to our Billing Department, as I can see you requested a cancellation on the 20th February. Your broadband service has been reactivated, as you have not used your MAC code, however, a MAC code should have not been generated, as you requested to cancel your broadband service rather than transfer to a new provider. Once this issue has come back from the Billing Department, we can arrange a refund for you; it will be applied to your account as a credit, which in turn can pay for your line rental. I would request that you reply to this email, in the next 3/5 days, we can provide you with a full update with regards to your account. I trust this will now resolve the matter, however, if you have any further queries please don’t hesitate to contact our Customer Care Department. Kind regards, Mark Muldowney Pipex Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post 14 April 2009 12:12 i am now sent a mac code - all i asked for was a cancellation This is a copy for your records of your MAC (Migration Authorisation Code) which has now been processed for your Pipex broadband service. MAC: xxxxxxxxxxxxxxxxxx Telephone Number: xxxxxxxxxxxxx MAC supplied on 14/04/2009 Transferring your broadband service To transfer your current broadband service, give the MAC above to your new broadband provider and they will arrange for a seamless transfer to their broadband service. The transfer will occur approximately 10 working days after the date that you supply them the code. Your MAC code will expire 30 days after the date shown above. If you don't use your MAC before it expires your broadband service will continue to be provided and billed by Pipex. CommentAuthoradmin CommentTime6 days ago edit delete Report Post Customer (Barry Wade) 14/04/2009 12.46 PM hi i kept getting phone calls this morning but was unavailable and also just received an email regarding mac code, this is not needed as i am not transferring anything just cancelling broadband regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Charlene McGarry) 16/04/2009 03.42 PM Dear Mr. Wade, Thank you for your email, the contents of which have been noted. Please accept my sincere apologies for any inconvenience caused. I tried contacting you today; however, I was unable to reach you. I left a voicemail. I have looked into this issue, and I can advise that your broadband account is currently in the process of being cancelled. Once this has been completed we shall then investigate applying the necessary credit refund to your account for broadband charges you incurred following your requested cancellation date. I trust that this issue shall be resolved shortly. We thank you for your patience and assistance in dealing with this matter. If you have any further queries, please do not hesitate to contact us. Kind regards, Charlene McGarry Pipex Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post Customer (Barry Wade) 22/04/2009 02.14 PM Incident created due to reply to expired incident 090406-000595. hi i have telephoned again today as i yet again received a mac code through the post, i was told on the phone that the broadband is still active please can you look into this asap regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Erick Cabral) 23/04/2009 02.34 AM Dear Mr. Wade, Thank you for your correspondence. I apologise for the inconvenience that this matter has caused. I can confirm to you that your account is still active with us without any current balance. Regarding your concern about your broadband, I can confirm to you that your broadband service with us is on the process of cancelation. If you have any further queries, please reply to this email or call Customer Care on the number provided below. Kind Regards, Erick Cabral Pipex Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post Customer (Barry Wade) 30/04/2009 05.32 PM Incident created due to reply to expired incident 090422-002195. hi please can you tell me current situation of my account and if any refund is going to be given since february regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Customer (Barry Wade) 07/05/2009 04.09 PM hi please note i now refer to Pipex as con artists, charging me since February for a service i cancelled the direct debit has now been cancelled and i am transferring my business away, no one at Pipex seems to care about my account letalone the letters i get in the post saying Pipex UK value my custom, WHERE/WHEN? yours, Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Paul McTernan) 08/05/2009 11.48 AM Dear Mr. Wade, Thank you for your email, the contents of which have been noted. Please accept our sincere apologies for any inconvenience which may have been caused as a result of the issue which you are experiencing. I tried to contact you today. Unfortunately, I was unable to reach you. In relation to your email, I can confirm that your account is in the cancellation process and I have escalated the matter to our Business Sales Operations Department and requested they cancel the account as a matter of priority. Once the cancellation has completed, we will then investigate a refund. I trust this is a satisfactory explanation, and I do apologise for the delay in responding to your query. If you have any further issue, please do not hesitate to contact us. We thank you for your patience and assistance in this matter. Kind regards, Paul McTernan Pipex Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Customer (Barry Wade) 30/05/2009 11.44 AM Incident created due to reply to expired incident 090430-003017. will you please stop sending me letters referring to mac codes and outstanding balances i should be in credit and due a refund since i asked for cancellation in february any further letters will be ignored, as of now i have received 4 this last week alone and its getting very annoying now you keep saying you have tried contacting me but no one has telephoned on any of my numbers which are xxxxxx - xxxxxx- xxxxxxi have about 10 emails and about the same in letters all referring to the same issues i even spoke to about 6 people at different times on the telehone the telephone service i have now transferred to another provider as i feel you are very incompetent providers and customer services Your account number xxxxxx CommentAuthoradmin CommentTime6 days ago edit delete Report Post Discussion Thread Response (Daniel Flanagan) 02/06/2009 12.21 PM Dear Mr. Wade, Thank you for your email, the contents of which have been noted. I tried to contact you today, but I was unable to reach you. From reviewing your account, I can see that an error occurred with the cancellation of your broadband. I have now cancelled your broadband. This is the reason you were being billed and had being receiving letters from our Credit Control Department. I have also cleared the outstanding balance on your account. This means that your account is now fully cancelled and no monies are owed. Pipex endeavours to provide its customers with an efficient and professional service and to resolve those issues brought to our attention in a timely manner. When Pipex has fallen below this standard and delivered poor customer service, this is a situation we regret and we will strive to take on board all comments made with a view to improving our services. If you have any further queries, please do not hesitate to contact us. Again I apologise for what has occurred, and I trust this will resolve the issue. We thank you for your patience and assistance in this matter. Kind regards, Daniel Flanagan Pipex Customer Relations. CommentAuthoradmin CommentTime6 days ago edit delete Report Post Customer (Barry Wade) 13/06/2009 09.14 AM Incident created due to reply to expired incident 090530-000533. hi i am still getting letters for outstanding amount of £14.67 surely i should have been in credit and issued with a refund from February to May please advise regards Barry CommentAuthoradmin CommentTime6 days ago edit delete Report Post Response (Leeane Lim) 18/06/2009 01.43 PM Dear Mr. Wade, Thank you for your email, the contents of which have been noted. Please accept our apologies for any inconvenience caused regarding the billing of your Pipex account. I have looked into your account and note that you requested cancellation on the 20th February 09. Unfortunately, there is a delay in the cancellation order going through. I have sent a request to our Credit Control Department to immediately cease your account. I have applied a credit to clear the outstanding balance on the account. Once your account is fully cancelled, we will investigate any refund that may be due and owing to you. If you have any further requests or queries, please do not hesitate to contact our Customer Care Department on the number below. Kind regards, Leeane Lim Pipex Customer Relations CommentAuthoradmin CommentTime6 days ago edit delete Report Post sent to pipex on 08 July 2009 17:17 why is it i cannot get through to anyone i am totally fed up with being hounded by pipex and am now thinking of pursuing the matter myself as pipex are now causing a nuisance to me every few days i get letters or telephone calls the account is closed and should have been closed in february leaving me in credit which should have been returned to me SO WHY DO I KEEP GETTING ASKED FOR MONEY?? i am now setting up a website with all correspondance relating to these issues to warn other people of all the frustrations i have and am still facing i trust you will sort out these issues very soon as i intend on not being helpful on the telephone if i receice any further calls CommentAuthoradmin CommentTime6 days ago edit delete Report Post Response Dear Barry Wade, Thank you for contacting Pipex UK Ltd. In an effort to improve the speed and accuracy of our email customer support we ask that all support contact requests now go through our online support area. http://www.pipexuk.com/support/index.php CommentAuthoradmin CommentTime6 days ago edited edit delete Report Post and today 10th july 2009 i reveive another demand for money £24.00 now outstanding, what is going on??? CommentAuthoradmin CommentTime4 days ago edited edit delete Report Post today 11th july 20098 yet another call from pipex the persons name was svetlana for a demand of outstanding money again CommentAuthoradmin CommentTime2 days ago edit delete Report Post Response (Ian Cooper) 13/07/2009 09.30 AM Dear Mr. Wade, Thank you for your email concerning the cancellation of your account, and I apologise for any inconvenience caused. I can see that you requested that the account be closed in February and I do apologise that it has taken so long to cancel. I can confirm that the account has been cancelled and I have today requested our Billing Department to clear the outstanding balance on the account. I have also requested that they forward you a cheque in respect of payments you have overpaid. Please allow 28 days for receipt of this refund. I have also requested our Credit Control Department not to contact you again on this matter. I trust this matter is now resolved to your satisfaction. Kind regards, Ian Cooper |
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| Guest on August 13th 2011 · | |
| Hi I have also experienced your problems with my last provider. Lets face it all they want to do is make things as difficult as they can and take your money. I am was with Toucan and now it has been taken over as you already know and I cannot get a connection half the time, and when I do it then disconnects itself. I cannot get through to them on the computer as it just cuts off waste of time ! | |
| Guest on August 31st 2010 · | |
| i moved home and requested pipex to move my number to the new address and they said it was not possible and gave me a new number for which they have charged me a cancellation fee of the old number and £88 for an engineer visit they are charging me almost double my agreed bill every month when i ring them i am told that my account is credited for the next month but supprise i get another bill for £64.85 i rang pipex and was told it was for engineer vist+not cancelling my previous number. they said they do not have contact details for offcom because they do not deal with them. who do we turn to? i am now thinking of giving the case to trading standards for them to take my case up | |
| mk2 on September 16th 2009 · | |
| I'm having pretty much the same problem (see My Discussion) think of all the people this must happen too who dont realise or accept that they owe the monies requested, it must run into millions!!!!! | |
| admin on August 6th 2009 · | |
| cheque received at last today for £36.45, not sure if it covers the period owed for, i will check my accounts soon. | |
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