Effin Pipex

[ViolentJ]

Got regraded from 2Mb to 8Mb in February.

Synchronised at 8Mb
IP Profile = 2Mb

Pipex acknowledge that my IP Profile is wrong, apparently BT need to sort it out.

Apparently BT can't find anything wrong and need to send out an engineer or so the text message Pipex sent me today says.

I call to arrange a time and date for the engineer and get told there's nothing wrong with my speed and I shouldn't rely on what the download speed is because there are so many variables. I'm told to restart my pc and all should be fine.

Can't see how restarting my pc will help when I use an ethernet modem & router.

Restarted my modem, ran the BT speed test yet again and low and behold, still a 2Mb profile with 2Mb download speeds.

Should I just give in?

I've lost count of the calls to support, emails to support and amount of speed tests I've done for them.

 

[Griff]

Isn't there an LLU supplier in your area you can move to?

 

[ViolentJ]

Not when I last checked, also when I regraded I entered a new 12 month contract.

Edit: Just checked again, still no LLU.

 

[Griff]

Unfortunately it's cable or IPstream/BT Wholesale then

 

[Tiger]

pipex are crooks, its as simple as that

 

[Englebert]

Don't hassle the hoff.

 

[FiXX]

pipex are a complete and utter shower of s**t they bill people who havent been customers for years and dont bill current customers etc.... lol useless.

if the line is synchronised at 8meg its pipex who are at fault and they have a cap on your line, which isnt uncommon with them as they have no idea what they are doing.

 

[ViolentJ]

They actually missed billing me for a month last year and I didn't notice. On querying a bill recently, they realised they'd cocked up and I had to settle the outstanding amount immediately before they would continue with the DD's!

In all the times I've phoned, I only ever seem to speak to the same 2 people. One seems to know what he's talking about and the other is clearly bluffing his way through his own lack of knowledge.

I didn't fancy paying for the call to them again, so I've written them yet another e-mail including yet more test results to show that the "fault" is not fixed.

To me, it looks like BT did their job as I'm synchronised at 8Mb, but Pipex haven't actually done the upgrade their end properly and I'm still on 2Mb.

To be honest, I wish I had never regraded, I would have been out of my contract and free to go elsewhere. Until the regrade request, they had been just fine.

 

[FiDoDiDo]

Same thing happened to us, took us about 3 weeks to get it sorted and we have it on 8Mb and it's quite good speeds usually now. Most of the problems were Pipex I think in the end but obviously the didn't admit that.

 

[ViolentJ]

Was it a case of perseverance or did you have to offer sexual favours to get it sorted?

 

[FiDoDiDo]

Well we constantly insisted that they were wrong even though they didn't ever admit it. BT came to the house to check everything was running correctly as we have a few lines etc. Pipex said we would have to pay if there wasn't a problem, but there was a problem which was obvious as like you we only had 2Mb and hadn't been upgraded.

First of all they blamed our setup, we argued saying things like how the hell is it that all of our computerse (Linux and Windows) are all incorrectly configured and we even had the router taken out the network and the old USB modem in to make sure it wasn't that.

Took ages to resolve it, wasn't impressed with there attitude they had either.

 

[ViolentJ]

I don't suppose you could pm me your userID maybe(?), then I can refer them to the logs on your account and maybe they will see the light.

 

[ViolentJ]

Just got an email from them wanting to arrange a BT engineers visit.

 

[FiDoDiDo]

Sounds very similar to what we had to go through. I'll send you our id.

 

[ViolentJ]

Thanks a lot mate

 

[ViolentJ]

Just pmsl

Went to reply to the pipex email about sending out an engineer and at the top thunderbird says:

"Thunderbird thinks this message might be an email scam"

 

[andywright182]

I had exactly the same problem with pipex. upgraded then got slower speeds than before and a service that continually cut out. BT came and did the line test, found nothing wrong and blamed pipex, but pipex continually blamed BT. It worked fine during the daytime but as soon as 5pm came id be cut off at least every half hour and sometimes download speeds were at 60kbps, so was like going back to dialup.

Took them 5 months to fix and they never gave me an explanation as to whose fault it was or what the actual problem was. Dont expect it to be resolved quickly.

Their support is a joke as well. 2 days minimum for a response via email and they dont open past 9pm, and not at all on a sunday. pathetic. cant wait to get out of this contract.

 

[Adam K]

disconnections in adsl sync, and a 2mb bras profile are not down to pipex, that is down to bt.

 

[ViolentJ]

Whilst due to data protection we cannot comment on other customers accounts, BT follow a set fault finding procedure when determining the cause of faults so any work that can be done remotely will have been exhausted before an engineer is sent to the premises.

I'm awaiting my guarantee that I will not incur any costs from the BT engineer visting before I go ahead and book an appointment!

 

[Adam K]

Whilst due to data protection we cannot comment on other customers accounts, BT follow a set fault finding procedure when determining the cause of faults so any work that can be done remotely will have been exhausted before an engineer is sent to the premises.

I'm awaiting my guarantee that I will not incur any costs from the BT engineer visting before I go ahead and book an appointment!

there is no guarantee.

the fact is though, stuck bras profile is to do with a setting on bt's software, disconnections may well be to do with your premises though.

 

[ViolentJ]

I'm not having disconnections, that was someone else who posted above.

According to pipex I only get charged if the problem is with my machine or phone.

According to BT, I would get charged if the problem was anything inside the house at all including sockets and wiring.

 

[Adam K]

I'm not having disconnections, that was someone else who posted above.

According to pipex I only get charged if the problem is with my machine or phone.

According to BT, I would get charged if the problem was anything inside the house at all including sockets and wiring.

bt are correct.

 

[ViolentJ]

I'm awaiting my guarantee that I will not incur any costs from the BT engineer visting before I go ahead and book an appointment!

there is no guarantee.

the fact is though, stuck bras profile is to do with a setting on bt's software, disconnections may well be to do with your premises though.

Pipex say that BT have checked everything they can their end which is why they need a home visit.

You seem to be in the know, wouldn't the bras profile have been one of the first things BT would have checked?