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Thread: Pipex: I am up the river. Anyone got a paddle?

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    A shadowy flight. MSIC's Avatar
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    Pipex: I am up the river. Anyone got a paddle?

    I am a longstanding Pipex customer. Have been with them for 5 years, generally good service - oh, not always the fastest compared to what some others got, but from a reliability point of view fine. That was in Nottingham.

    Have now moved to the outskirts of North London, and i have a truly shocking service.
    The first thing is the reliability - quite often, say at least once an hour, i lose connection. Sometimes for 10 seconds, sometimes for 30 minutes. Occasionally it'll stay connected for 3 hours at a time, but that's the exception.
    Then there is the speed - initially it connects at nearly 2 meg downstream 256kbps upstream. I'm paying for an 'up to' 8 meg connection, but i understand about distances etc so that's fine and i dont mind. But then the speed changes, both as measured by a 'speed measuring' website and as reported by my router. This morning when i awoke it actually reported a downstream speed of 32 kbps. 1 router reboot later, and back up to a meg and a half.
    Pipex tell me that within the first 10 days (i am on day 9 i think) there is some line 'adjustment' to see what speeds i can get, but this is ridiculous.

    I was going to post my signal to noise ratio's etc, but surprisingly my router (Netgear DG834N) doesnt have that! My previous netgears did!

    Any advice or opinions? I think i have signed for an 18 month contract, and am aware that Tiscali have bought Pipex and are wanted to maximise profits. Boo to them.
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    Re: Pipex: I am up the river. Anyone got a paddle?

    There is some line training during the first ten days of an ADSL connection to establish the maximum sustainable data rate that the line will support, and ISP's won't normally investigate any problems until that training period is over. At that point, if the situation doesn't improve, you could raise a ticket with Pipex.

    If thgey don't respond by escalating the complaint (ultimately to BT as the wholesale provider) You could threaten to cancel the service on the grounds that it is not fit for purpose, which might then get them to take action. It has to be said that Tioscali are not among the most well respected ISPs for customer service.
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    Re: Pipex: I am up the river. Anyone got a paddle?

    thinkbroadband :: Tiscali slowly migrating Pipex users to its own platform

    (or - Tiscali quickly migrating Pipex users to its own slow platform, as it seems to be) if you have just started a new line then its very possible they have just dumped you on there from the off
    Quote Originally Posted by Ephesians
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    Re: Pipex: I am up the river. Anyone got a paddle?

    I'm on Nildram and I'm moving to Be for that reason. I hear tiscali are ruining pipex/nildram.
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    Re: Pipex: I am up the river. Anyone got a paddle?

    First rule of broadband in the UK - do not sign up with Tiscali
    All Hail the AACS : 09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

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    Re: Pipex: I am up the river. Anyone got a paddle?

    There was a story about this on theregister a few days ago:

    Tiscali executes stealth LLU migrations | The Register

    In summary, tiscali brought pipex resedental customers from them a while back and are now snealy migrating them all to their LLU unbundled service. You like loads of other unfortunate customers are getting tiscali quality of service at pipex prices.

    The comments section on the story has loads of comments and accounts, among them is a number of people saying that if you phone up costomer services and say you want to leave because the quality is suddenly rubbish, then they won't put up a fight, and will give you the migration code you need. You can then go and subscribe to a quality ISP such as Zen.
    Last edited by chrestomanci; 05-02-2008 at 10:10 PM. Reason: correct spelling

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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by chrestomanci View Post
    The comments section on the story has loads of comments and accounts, among them is a number of people saying that if you phone up costomer services and say you want to leave because the quality is suddenly rubbish, then they won't put up a fight, and will give you the migration code you need. You can then go and subscribe to a quality ISP such as Zen.
    well you could do.... but

    Tiscali's stealth unbundling programme could cost you £125 | The Register
    Quote Originally Posted by Ephesians
    Do not be drunk with wine, which will ruin you, but be filled with the Spirit
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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by Ciber View Post
    I'm on Nildram and I'm moving to Be for that reason. I hear tiscali are ruining pipex/nildram.
    Just made that move a couple of months back and couldn't be happier so far

    Quote Originally Posted by Sinizter View Post
    First rule of broadband in the UK - do not sign up with Tiscali
    Second rule is don't sign up for a company about to bought by them

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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by Gordy View Post
    Second rule is don't sign up for a company about to bought by them
    If I knew that 4 years ago I would not have signed up with Pipex. So far Pipex have been good for me, but I am little worried with Tiscali now owning them.

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    Re: Pipex: I am up the river. Anyone got a paddle?

    Well, after 40 mins on the phone (10 mins to wait, then answered, moved to tech support, 20 mins wait, then the actual 10 minute phone call) they have informed me that i have not yet been LLU'd (phew- thanks for the Reg link though) and that i can leave if i want.
    The guy though did have one good idea (which i'm kicking myself for not thinking of already) which is to try a different microfilter and a different router.
    Will do this tonight and will see what happens by the morning.
    They have also raised a general query for an engineer to check it out, although what that means or involves is beyond me.

    Cheers everyone so far
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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by Sinizter View Post
    First rule of broadband in the UK - do not sign up with Tiscali
    Second rule of broadband in the UK - sign up with IDNet

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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by JimNastics View Post
    Second rule of broadband in the UK - sign up with IDNet
    Be ...................
    All Hail the AACS : 09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

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    Re: Pipex: I am up the river. Anyone got a paddle?

    Quote Originally Posted by JimNastics View Post
    Second rule of broadband in the UK - sign up with IDNet
    From reading the idnet website they look like my kind of ISP. Good quality service, no traffic shaping or blocked ports, static IP, and an honest approach. It is not to cheap, which says to me that they are competing on quality rather than price, and are leaving themselves enough profit margin to have money for re-investment and timely fixes if they have problems.

    Overall it is rather similar to Zen who I am with at the moment. If I where not a Zen subscriber I would seriously consider subscribing to IDNet, but as it is the advantages are to small to be worth the trouble. The main advantages that I can see over Zen are that on a £25/month tarif you get 30Gb instead of 20, and that if you go over your allocation, extra gigabytes only cost £1/Gb instead of £1.50. (I only use 10Gb/month so it is irrelevant to me). On the other hand Zen offers up to 8 static IP addresses free, compared with IDNet's one,

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    Re: Pipex: I am up the river. Anyone got a paddle?

    £25 with a cap
    Quote Originally Posted by Ephesians
    Do not be drunk with wine, which will ruin you, but be filled with the Spirit
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    Re: Pipex: I am up the river. Anyone got a paddle?

    IDNet seems very expensive for those capped packages. But maybe thats where future prices are going.
    All Hail the AACS : 09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

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    Re: Pipex: I am up the river. Anyone got a paddle?

    I am moving to Zen next week - I've requested my Mac code - after Pipex shafted my connection today and I had to make a 47minute call in to get anything only to be told I could wait 2 to 6 days to get it FIXED!

    It's back now - 600kbps down - totally rubbish

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