Dear Sir/Madam
I am hoping that you can help me sort out a problem with a company by the name of Pipex. I was advised to consult yourselves by consumer direct and citizens advice.
Earlier in the year I have been told that Pipex Homecall Ltd could provide me with broadband services for the internet. I made the call to Pipex who said yes they could provide me with broadband, telephone line and call package for 25.98 per month and that I would also be given a month to see if I would be happy with the services, and if not I could cancel.
After just 1week we received the modem and we were soon to find out that it did not work, with the help of several engineers and 2weeks of phoning Pipex (sometimes several hours per day) and being given instructions from Pipex technical department, most of them said the same over and over again and trying to explain the situation to a person who was obviously foreign (as I was later to find out I was ringing Manila in the Philipeans as instructed by Pipex) I could not get anywhere positive regards getting broadband services. So at the end of my tether after 2 weeks of trying everything, I felt it was going to be impossible to get broadband services with this company, so I sent the modem back on 26/03/08. (We have postal receipt) and told them I was canceling their services unless the gave me another modem to see if that worked. A few days passed and no modem arrived, so I canceled the direct debit. Next thing I am sent a bill for board band services, which services I did not receive. They have now cut off my phone line, and I can't use the phone or get incoming calls, and they are threating to take legal action against me for services I did not receive. I do not have any debt or do I like to be in any such situation. I always prefer to pay for everything up front, but I now have been caught in a situation here which I would be grateful if you could help us sort out.
I have wrote to Pipex trying to sort it out by offering to pay for the phone line charges but not broadband services as I did not receive this service. (I feel I shouldn't pay for that part), but I have not received any word back regarding an amended bill which they promised the lady from citizens advice that they would do as well as promising to lift the bar off my phone. I received a letter on Friday 22/05/08 from Pipex to say that an order has been placed on my behalf to transfer my telephone service from Pipex Homecall to another telephone provider, and that this transfer would take place as arranged with my new telephone service provider. When I phone my new telephone provider (Post Office) they contacted Pipex to try and obtain the phone line from them, but Pipex have refused to release it. So I now find myself in a dilemma, I am hoping you can sort this matter out. Below is the details for Pipex including my account number for them.
John
England
United Kingdom
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