New joiner - ex-PIPEX

dlorde · Mar 05, 2008, 13:34:42

Just filled in the order form with my MAC & details. Looking forward to a less anxious time online ;-)

I have to say that as a long time PIPEX user, they've generally been pretty good until very recently, but I've had some long disconnections over the last few weeks, and a number of emails not appearing in my PIPEX Netmail accounts. Recent support has been woeful and (despite the online support form still being accessible) is now phone-only, involving an expensive wait every time. The effects of the Tiscali takeover are really showing now.

When I asked the guy for my MAC, he resignedly asked why, and if there was anything they could do to encourage me to stay - such as a price reduction. I told him there was no point paying less for a dying service and that I felt annoyed that as a loyal long-term customer, they only offered a competitive price when I wanted to leave. He agreed with me.

I'm finding it refreshing to ring IDNet Support and have someone sensible pick up the phone without ten minutes of scratchy music punctuated by irritating recorded ads and 'advice'

Malc · Mar 05, 2008, 13:51:16

Have a

As a former pipex customer, I can fully sympathise with you, since tiscalli got involved their service has been appalling.

I left there last October to come here. What a refreshing change, you won't believe the difference, excellent speeds, I've had no downtimes since my first few 'training' days.

And first class support, at ID and here on the forums (were you need a sense of humour!)

on selecting the best ISP.

Inactive · Mar 05, 2008, 13:53:01

Welcome dlorde, have a Welcome Karma...

somanyholes · Mar 05, 2008, 13:53:21

Hey

Welcome to the best service on the planet!

uxbod · Mar 05, 2008, 14:08:15

Welcome

Have a

Philip · Mar 05, 2008, 14:17:54

you won't regret it

Rik · Mar 05, 2008, 15:13:36

Hi Dlorde. You won't regret the move to IDNet, the forum, otoh, can take a while longer to adapt to.

Welcome.

Captain K · Mar 05, 2008, 15:21:04

Quote from: Rik on Mar 05, 2008, 15:13:36the forum, otoh, can take a while longer to adapt to.

It does take some time and effort to warp the sense of humour sufficiently.

Welcome dlorde.

Simon · Mar 05, 2008, 20:42:15

Dlorde. You'll like it here - it's compulsory!

madasahatter · Mar 05, 2008, 20:48:49

Quote from: somanyholes on Mar 05, 2008, 13:53:21
Hey

Welcome to the best service on the planet!

What's up with you being nice? you're usually to be found telling people ( well ok Hoobs) to get out

Hi dlorde by the way - and welcome.

plugwash · Mar 05, 2008, 20:49:44

Quote from: dlorde on Mar 05, 2008, 13:34:42
involving an expensive wait every time.

Last time I had to call them the "international callers" number (which is an ordinary UK geographic number) for support was still working.

Malc · Mar 05, 2008, 21:13:51

Quote from: madasahatter on Mar 05, 2008, 20:48:49
you're usually to be found telling people ( well ok Hoobs) to get out

RA-1972 · Mar 05, 2008, 21:17:20

Welcome dlorde . You wont regret it mate .

J!ll · Mar 05, 2008, 21:35:57

dlorde · Mar 05, 2008, 23:44:57

Quote from: plugwash on Mar 05, 2008, 20:49:44
Last time I had to call them the "international callers" number (which is an ordinary UK geographic number) for support was still working.

It might still be working - the numbers have been changing of late - but I'm tired of having to root around trying to find a 'secret' cheap number...

dlorde · Mar 05, 2008, 23:49:37

Thanks everyone for the warm welcome.

I'm beginning to hate it here already

Now I have to wait 5 days for IDNet to sneak into PIPEX, snip my wires, and reconnect them to their thicker, heavier, faster network cables. Mmmm - I love the smell of solder in the morning...

Rik · Mar 05, 2008, 23:51:47

Solder! You'll put up with a couple of matchsticks jammed in the frame like the rest of us.

Malc · Mar 06, 2008, 09:59:24

Quote from: dlorde on Mar 05, 2008, 23:49:37
Mmmm - I love the smell of solder in the morning...

That reminds me of a film...

Rik · Mar 06, 2008, 10:01:33

Solder Blew?

Malc · Mar 06, 2008, 10:10:11

I love the smell of napalm in the morning...

Was it Apocalypse now?

Defiantly a Vietnam war film

J!ll · Mar 06, 2008, 10:11:17

That was a good film!

Rik · Mar 06, 2008, 10:22:34

It certainly sounds like ApocNow...

Gary · Mar 06, 2008, 10:23:44

Quote from: Rik on Mar 06, 2008, 10:22:34
It certainly sounds like ApocNow...

its in the surfing sequence I think when the napalm goes off in the background and that mad general type is standing around when all hell is going on before they go surfing

Rik · Mar 06, 2008, 10:27:01

Obviously a fan, Gary.

Malc · Mar 06, 2008, 10:36:00

I remember the scene, just wasn't sure which film.

J!ll · Mar 06, 2008, 10:40:46

Full Metal Jacket! Good Morning, Vietnam

Simon · Mar 06, 2008, 10:43:26

I always get Apocalypse Now, and Southern Comfort mixed up, but I think AN was the superior film.

J!ll · Mar 06, 2008, 10:45:10

Yes, I've seen it so many times, it's great

Rik · Mar 06, 2008, 10:53:33

As was GMV, which really highlighted the strangeness of the war.

Sebby · Mar 06, 2008, 13:33:05

Sorry for the late reply, but...

cavillas · Mar 06, 2008, 14:25:07

Quotescratchy music punctuated by irritating recorded ads and 'advice'

"da de da dum dum de da scraaattcchhh de dumde dum de da da da. Join the best isp around and have a ball. de dum da de de de da dum We provide the best packages for the discerning few.de dum de dum"

Hope that makes you feel more at home. Welcome to the best.

But...

dlorde · Mar 10, 2008, 20:57:58

<scold>Getting back on topic</scold>, I'm now connected through IDNet >cheers<.

My download speeds, which have been steadily sinking to yesterday's low of 350 Kbps(!) are now up to 1943 Kbps(!) - the fastest ever...

The line stats haven't changed, so I'm one happy bunny!

Noise Margin
24 dB
10 dB

Attenuation
40 dB
34 dB

Lance · Mar 10, 2008, 21:02:20

Great result!

Rik · Mar 11, 2008, 00:08:45

Quote from: dlorde on Mar 10, 2008, 20:57:58
Attenuation
40 dB
34 dB

What speed are you synching at? I suspect you'll be going faster yet for that attenuation.

Sebby · Mar 12, 2008, 13:42:14

Quote from: dlorde on Mar 10, 2008, 20:57:58
<scold>Getting back on topic</scold>, I'm now connected through IDNet >cheers<.

My download speeds, which have been steadily sinking to yesterday's low of 350 Kbps(!) are now up to 1943 Kbps(!) - the fastest ever...

The line stats haven't changed, so I'm one happy bunny!

Noise Margin
24 dB
10 dB

Attenuation
40 dB
34 dB

Line stats wouldn't change following an ISP change. Could you post your sync rate? I'd expect quite a bit more speed than that, and I wonder whether it's sync, profile, or throughput that's the issue.

dlorde · Mar 13, 2008, 13:24:28

Quote from: Sebby on Mar 12, 2008, 13:42:14Could you post your sync rate? I'd expect quite a bit more speed than that, and I wonder whether it's sync, profile, or throughput that's the issue.

My sync rate is 7616, but the BT speed test says I'm on a 2Mb profile, so I'm hoping it will improve once the profile goes up to 8Mb - but it's taking its time...

Sebby · Mar 13, 2008, 13:26:31

Quote from: dlorde on Mar 13, 2008, 13:24:28
My sync rate is 7616, but the BT speed test says I'm on a 2Mb profile, so I'm hoping it will improve once the profile goes up to 8Mb - but it's taking its time...

Remind me how long it's been...

It usually takes 5 days.

Rik · Mar 13, 2008, 14:19:48

DL migrated on March 10, Sebby, so early days still.

Sebby · Mar 14, 2008, 09:08:48

Panic over. Give it a couple more days.

dlorde · Mar 21, 2008, 18:55:11

OK, my BT profile has now (finally!) been raised to 6500 kbps, and I'm getting download speeds of 5878 kbps

Too fast, I'm getting dizzy...

Rik · Mar 21, 2008, 18:56:17

There, there. The sensation passes after a few hours.

RA-1972 · Mar 21, 2008, 18:59:26

Great news mate welcome to the fast lane

Malc · Mar 21, 2008, 19:00:23

Quote from: dlorde on Mar 21, 2008, 18:55:11
OK, my BT profile has now (finally!) been raised to 6500 kbps, and I'm getting download speeds of 5878 kbps

Too fast, I'm getting dizzy...

Well worth the wait!

bob_s · Mar 21, 2008, 20:40:23

dlorde, just to note in reading your original post it could have been mine from a few months ago, I left just before the almost premium rate phone support. Bad news they have got rid of email support.

Just to note that after leaving pipex I cancelled my direct debit, which was a good thing as they sent me a few letters telling me I missed payments. A friend I know has also made two payments on his credit card to pipex after paying them to get out of the contract as his 12 months were not up.

So look after the loose end, i.e. pipex may accidentally or through incompetence try and keep taking your money.

Lance · Mar 21, 2008, 20:55:00

Or maybe they do it on purpose, firstly hoping you don't notice and secondly if you do, then you have to phone them up on their expensive lines where they make more money!

Sebby · Mar 21, 2008, 21:14:24

Quote from: dlorde on Mar 21, 2008, 18:55:11
OK, my BT profile has now (finally!) been raised to 6500 kbps, and I'm getting download speeds of 5878 kbps

Too fast, I'm getting dizzy...

Excellent news.

bob_s · Mar 23, 2008, 07:44:26

Quote from: Lance on Mar 21, 2008, 20:55:00
Or maybe they do it on purpose, firstly hoping you don't notice and secondly if you do, then you have to phone them up on their expensive lines where they make more money!

It was noticeable that on the letter they sent, if I had any problems to contact them, only a phone number provided.

Sebby · Mar 23, 2008, 10:04:34

I hate companies that make you call an expensive number, especially when you're a customer!

Rik · Mar 23, 2008, 10:06:25

Even those offering freefone numbers are often doing customers no favours (unless they also supply the geographical number) as people phoning from mobiles will end up paying a premium.

Sebby · Mar 23, 2008, 10:07:43

That's true, Rik. These days, geographical numbers tend to be the best for everyone really, given that they're usually free from mobiles and landlines.

plugwash · Mar 23, 2008, 12:26:45

last I checked pipex were still listing a number "for callers outside the uk" which was a standard uk geographic number.

Rik · Mar 23, 2008, 12:34:50

Good tip.

Lance · Mar 23, 2008, 12:51:29

I often use www.saynoto0870.com to find the geographical number.

Sebby · Mar 23, 2008, 12:51:37

Quote from: plugwash on Mar 23, 2008, 12:26:45
last I checked pipex were still listing a number "for callers outside the uk" which was a standard uk geographic number.

Ah, yes, that's right. I think you may need to dial 141 before the number so that it appears you are calling from abroad and not this country.

Sebby · Mar 23, 2008, 12:52:04

Quote from: Lance on Mar 23, 2008, 12:51:29
I often use www.saynoto0870.com to find the geographical number.

It's a great site!

Rik · Mar 23, 2008, 12:52:44

For the record, in the case of IDNet it's 01462 476555.

dlorde · Mar 23, 2008, 17:26:24

Quote from: bob_s on Mar 21, 2008, 20:40:23
dlorde, just to note in reading your original post it could have been mine from a few months ago, I left just before the almost premium rate phone support. Bad news they have got rid of email support.

Yeah, but they've left the online email support page up there, so I insisted on using it - just never got a response.

QuoteJust to note that after leaving pipex I cancelled my direct debit, which was a good thing as they sent me a few letters telling me I missed payments. A friend I know has also made two payments on his credit card to pipex after paying them to get out of the contract as his 12 months were not up.

Yes, I've heard about demands for payment after cancellation. I cancelled my DD as soon as I hooked up with IDNet. The Pipex service agreement contract states you must give 30 days written notice of quitting - OTOH the letter with the MAC says that the service is deemed to be cancelled as soon as you give the MAC to another ISP. I'm guessing they distinguish between the service and the agreement, but since the agreement is a contract to supply the service, it seems to me that the contract is terminated when the service is deemed to be terminated - but I'm not a lawyer... When they rang to confirm receipt of the MAC, I asked the guy if they were fully satisfied that everything was now in order with the termination, and he agreed that they were.

QuoteSo look after the loose end, i.e. pipex may accidentally or through incompetence try and keep taking your money.

I'm ready

Rik · Mar 23, 2008, 17:30:14

The MAC request starts the period of notice required (not the date on which it's given). The service should not be terminated before the MAC is used, ie the migration actually occurs, as it would invalidate the MAC and leave you having to pay a new activation fee. After that, payment is owed for any remaining notice period, but many ISPs won't bother (or will have taken your money in advance anyway).