Hi,
Sorry, this is a long one, but if you have time I'd appreciate your thoughts...
I have been with Pipex since 2004, and up until July this year the service had been fine. As I was paying over the odds per month, I phoned them up in July to ask for one of their new packages - more speed, less cost etc. They said it was no problem, and I should start to notice an increase in speed within a week or so. At the same time, they told me it was a renewed contract for 12 months. This didn't worry me.
By the end of July I was having terrible problems with slow speeds. I connect to various servers with streaming data for my work, and this was where I first noticed the problem - it kept stopping and starting etc. At first I thought it was a software problem, or a problem with the servers. I changed to a different software package, but had the same problems. Then I tried my computer on a friend's broadband line with no problems. Then I tried a different computer on this line, and ran into problems. I also tried a different router and still got slow speeds. This process of elimination meant it was the connection. I contacted Pipex. They asked me to do speedtests etc, and I have had all sorts of readings, some as low as 36kbps!
To cut a long story short, they sent a BT engineer out on Wednesday. He checked the line and said it was showing 4.2mbps between my house and the exchange, and he said the line was fine. I spoke to Pipex the same day, and they asked for 48 hours to look into it further, and also said they might end up having to turn off Interleaving (what is that?).
Well, I did speak to them again yesterday when they told me that BT had fixed the problem ("what problem?" I thought! There wasn't a problem on the line). They asked me to monitor the speed for the next 72 hours, but that it should be fine and I will see speeds up to 3.3mbps. Last night I got a reading of 49.65kbps just after 11pm.
I have already spoken to them numerous times about coming out of the contract to go elsewhere but they have said I only signed up on 16 July, so I'd be liable for the remainder!! Can they do that, taking into account the service I'm receiving?
I'd appreciate anyone's advice on what I might do next. Thanks
Sorry, this is a long one, but if you have time I'd appreciate your thoughts...
I have been with Pipex since 2004, and up until July this year the service had been fine. As I was paying over the odds per month, I phoned them up in July to ask for one of their new packages - more speed, less cost etc. They said it was no problem, and I should start to notice an increase in speed within a week or so. At the same time, they told me it was a renewed contract for 12 months. This didn't worry me.
By the end of July I was having terrible problems with slow speeds. I connect to various servers with streaming data for my work, and this was where I first noticed the problem - it kept stopping and starting etc. At first I thought it was a software problem, or a problem with the servers. I changed to a different software package, but had the same problems. Then I tried my computer on a friend's broadband line with no problems. Then I tried a different computer on this line, and ran into problems. I also tried a different router and still got slow speeds. This process of elimination meant it was the connection. I contacted Pipex. They asked me to do speedtests etc, and I have had all sorts of readings, some as low as 36kbps!
To cut a long story short, they sent a BT engineer out on Wednesday. He checked the line and said it was showing 4.2mbps between my house and the exchange, and he said the line was fine. I spoke to Pipex the same day, and they asked for 48 hours to look into it further, and also said they might end up having to turn off Interleaving (what is that?).
Well, I did speak to them again yesterday when they told me that BT had fixed the problem ("what problem?" I thought! There wasn't a problem on the line). They asked me to monitor the speed for the next 72 hours, but that it should be fine and I will see speeds up to 3.3mbps. Last night I got a reading of 49.65kbps just after 11pm.
I have already spoken to them numerous times about coming out of the contract to go elsewhere but they have said I only signed up on 16 July, so I'd be liable for the remainder!! Can they do that, taking into account the service I'm receiving?
I'd appreciate anyone's advice on what I might do next. Thanks
