Pipex

[joe1965]

I moved from BT Broadband 2 Mbt service to Pipex up to 8 Mbt service in January with promises of excellent speed, service, etc.
Since then I have had nothing but problems.
It keeps disconnecting me and I can upload to my server four times quicker than I can download which would be okay apart from the fact I have to download the files to make changes and to get the mods etc which the client wants.
The Pipex service support is next to useless and try to bluff their way out of questions that you ask and blame everybody from your PC to BT but won't take no responsibility themselves, also they informed me that my max download speed is 3.5 Mbt, though BT (who I do plenty of work for during my day job), have stated that the max on my line is 5.6 Mbt.
I am still under the contract period but
desperately want to move as I can't carry on like I am. The loss I am incuring on my business of setting up game servers will mean I'm out of business at about the same time the 12 month's of the contract are up!
On doing connection test's I found that I am in fact connected to a Tiscali server rather then a Pipex one. Had this been disclosed to me at the time of changing I would never had gone with Pipex.
Would this be enough to get me out of the contract as they failed to disclose this to me when I decided to change to them? Or would anyone have a better way to opt out without incurring the charge for the remainder of the 12 month period?

[Advoc8]

Lots of questions I'm afraid as there are some more basic facts that need to be established.

Are you on a pipex internet package or a pipex homecall package? Did you get the info about tiscali through a tracert? If so could you post a copy of the tracert upto and including the first reference to tiscali?

Have you contacted Pipex support and lodged support tickets etc? If so what was the result.

Have you tried saying to Pipex that the service is unworkable and you want to quit? There have been some reports that Pipex are waiving contracts on this basis.

[joe1965]

I'm on a Homecall package and tracert was only one of a few ways I used to check who was providing service to me.
I've got in contact with Pipex on many occations but they seem to have no idea and just try to blame everyone apart from their service. The link they provide for tracert themselves goes straight to a Tiscali server!
Tickets have been lodged and they just tell me that everything is okay and theres nothing they can do.
At times I've had speeds which are not much better than a 56k dial up modem.
It seems like they want the maximum amount of customers on but stuff the quality of service. They are known to throttle back speeds quite severly to accomplish this.
I think I'll try what you suggested and try to get them to waive the contract.

[Advoc8]

The thing to ask for is a technical cancellation as the service is unusable. Make sure you can refer to ticket references, speedtests etc to support your case.

With regard to the tiscali point I believe that Homecall is a company that Pipex have bought and rebranded but not completely integrated as yet into their own infrastructure. It might be that in its previous incarnation Homecall resold or otherwise used tiscali's infrastructure.