Pipex was once a good ISP here in the UK - back when it was part of UU-Net and one of the UK backbone providers. Recently ISPs here in the UK have undergone change and are slowly one by one being absorbed under bigger providers - and then degrading in service. I am currently using Pipex and have been for the past 4 years. For the past couple of weeks i’ve been struggling to get onto the iTunes music store or update my podcast subscriptions after around 6pm. I didn’t think much of it, putting it down to network issues but having finally gotten fed up Googled it, only to find that other Tiscali users have been suffering this since summer last year! I thought, ha - good job i’m not with Tiscali only then to read a few posts later that Pipex was absorbed into Tiscali last year and upon doing a traceroute found out that my traffic was indeed going through Tiscali routers!! I can only guess that Pipex users were migrated over to the Tiscali network quite recently. Bahhhhh! So now I’m stuck, unable to use iTunes when i get home from work, nor update my podcasts. I’m going to suffer their hold music to demand my MAC code tonight to migrate away from them as quickly as possible!
Jan 15
January 15th, 2008 at 3:06 am
I don’t quite understand.
Is it a policy on Tiscali’s part to block all MP3 downloads after 6pm? Have you asked anyone at Pipex or Tiscali about the issue to see what the official line is?
I’m with HomeChoice who were also recently acquired by Tiscali and will mighty pissed off if I suddenly can’t get my weekly dose of Mark Kermode’s movie reviews through iTunes.
January 15th, 2008 at 11:04 am
I spent 40 minutes on the phone to Pipex/Tiscali support last night, explaining the problem to 3 separate people, none of which were aware of this problem. I said I’d seen it reported by different people on several websites, but they still said they’d never heard of any problem with iTunes. I ended up speaking to someone from the Tiscali networks team. After repeated head banging several times I suggested sending them a traceroute so they can look into this.
24 hours later, I haven’t heard a thing and I bet I don’t hear anything again, so I’ll give them 24 hours more… if they don’t show any sign of sorting this out it’s time to change providers.
I can’t believe we (Pipex customers) weren’t informed of the Tiscali takeover either.
I think the more people that complain about this the better, after all at least it lets them see how bad their service really is.
January 15th, 2008 at 12:17 pm
well fortunately for me my contract is up on the 18th February and since we’re only a few days off the 30 day period and my next payment is tomorrow which will take me thru to February I’m going to called the MAC request number (0845 0722865) tomorrow - typical, they’re only open 9-5pm and get the hell away from Pipex/Tiscali.
January 16th, 2008 at 1:24 pm
Thanks for the heads up on the Tiscali thing, I had no idea Pipex had been absorbed into them.
I’ve been with Pipex for 4 years as well and they’ve really gone down hill over the last couple of years.
Most providers are happy to offer ‘free’ upgrades to better plans as broadband speeds increase. Not Pipex, you have to sign up for yet another 12 months. I’m currently on a price plan that hasn’t existed for about 2 ½ years, funny that MyPipex tells me I’m on the best 8Mb plan…… if only!
I can’t wait to dump them……
January 17th, 2008 at 3:06 am
Tiscali are definitely blocking all iTunes access during peak hours. There’s an ongoing thread on their support forum about it - you might hope that they would fix the problem, but interestingly their approach is to (a) not do anything about it, and (b) delete forum posts from their customers complaining about this.
I have posted a number of requests on their Broadband Support forum (politely, patiently) asking them to rectify the problem, but the next day the posts have disappeared (along with others from other customers with the same problem). I’ve seen posts from other people also complaining about their posts being deleted, but guess what….THEY GET DELETED!
The bottom line is that Tiscali don’t give a damn about customer service, and are treating their customers with contempt. I never thought that I would have to start looking for a new ISP just in order to be able to download track names through iTunes in the evening……
January 17th, 2008 at 3:32 am
I feel they simply don’t want the Pipex unlimited download customers. Terrible customer service, ignoring emails, pretending they don’t know what iTunes is, blocking p2p…
Not fit for purpose. That’s the phrase I’ll use to break my contract.
Any thoughts about where to move to? 02 has some reasonable looking packages as does Eclipse.
January 17th, 2008 at 11:11 am
I have also been with Pipex for over 4 years and up until very recently everything was running fine, I have the up to 8mbs unlimited package and was getting download speeds of between 4-6mbs which I was happy with.
A couple of weeks ago my download speed went to less than 1mbs and I am also having problems with accessing the iTunes store. Have tried resetting my router, using a different modem, different cables, different computers etc and have had no luck. Have sent about 5 emails to Pipex so far and haven’t had a single acknowledgement.
Now looking at switching providers.
January 17th, 2008 at 11:40 am
I didn’t even bother contacting support - after reading all the threads about it on various forums dating back to July 2007 i figured it was a waste of time. I’ve now requested my MAC code and am now waiting 5 days to receive it! Does it really take that long?????
January 17th, 2008 at 11:52 am
I was looking at BT’s various packages and noticed they have an automatic request that gets sent to your current provider who must then provide the MAC code within 5 days of them receiving the request.
From what I understand it used to take a lot longer than 5 days, but Ofcom announced new rules that made the process quicker and easier.
January 17th, 2008 at 11:59 am
yeah, I’m going back to BT - Option 3 for me, I want to cancel my Sky+ subscription and am going to get the new BT Vision service as it looks quite interesting.
There was an OFCOM ruling that said that ISPs HAD TO give you a MAC code if you request one, nor code they charge for it - apart from working out how much you owe for cancelling contract early. But I haven’t seen any time scales on it…I’m sure it doesn’t take 5 days to generate one?
January 18th, 2008 at 1:29 pm
It appears its being DELIBERATLY blocked by Tiscali.
We have been unable to connect to iTunes after 4pm every day, searched google and found 100’s of other Tiscali users complaining with the same problem, no peak/eveninng access to a
January 21st, 2008 at 2:44 pm
They have acknowledged the problem but haven’t been able to fix it in FIVE DAYS of trying!
http://www.tiscali.co.uk/forums/showthread.php?p=1895330#post1895330
January 21st, 2008 at 3:10 pm
Looky here. Tiscali isn’t getting very good press…
http://www.theregister.co.uk/2008/01/21/tiscali_itunes_blocked/
January 21st, 2008 at 5:11 pm
I’ve just been transfered by PIPEX to the Tishitcali network.
What an absolute bag of crap.
well peed off.
What ever choice you make.. I myself wouldn’t choose to go with Tiscali or PIPEX ever again.
The service is slowwwwwwwwwww.
Unreliable.
And varies in speed by a ridiculous extent between 6mb and former dial up speeds over a period in the day.
There was no information given to say they were doing this.
PIPEX has let it’s loyal, long term customers such as myself down badly.
PIPEX should hold their heads low by allowing the transfer of it’s 8mb users paying 25 quid a month to Tiscali whch has users on at 15 quid a month and we get a poorer service.
It’s pathetic.
January 25th, 2008 at 10:52 am
exactly as they said they would - today my line was migrated away from Tiscali/Pipex and now is back with BT Broadband!!! And guess wot, iTunes works!! Good luck to the rest of you.
January 26th, 2008 at 3:26 am
Below is an excerpt from Pipex Tech Support.
Seems they’re trying - and I’ve been able to get on iTunes in the last couple of days. However my connection is generally still slow at around 1.7mbps whereas previously I was getting over 6mbps.
I have now got my MAC from Pipex, and will be putting it to use with Zen unless the situation changes radically early next week.
————
Thank you for your e-mail
Unfortunately this is something that is currently being investigated. The usage and traffic management should still be done on the Pipex network - not Tiscali’s, however the Pipex customer are also experiencing the same issues as some Tiscali customers. We should have more ionformation on this issue once the Network team have investigated further.
Please feel free to contact us for further assistance
Regards
Technical Support
Pipex
February 6th, 2008 at 3:46 pm
This is soooooo True.
Pipex used to be a small professional provider & we didnt mind paying a little
extra for quailty of service. My service & custmor support has been very poor,
my 8mb line is now a 2 mg line & no one at pipex was bothered to inform me.
Do the maths, tiscali has 1.5m users, pipex has 500k. That now means 2m users
using boxs previousely used by 500k - hence why all pipex users service has
dropped by 75%.
Outcome - tiscali users get a good deal - pipex users got f****d.
When searching for an ISP 10 yrs ago, the 2 companies you have to avoid like
the plague were AOL & Tiscali.
MAC code has arrived & im off
February 13th, 2008 at 11:24 pm
My iTunes shortcut recently stopped working and turned into the generic file-looking shortcut icon, although its still labeled "iTunes" underneath it. I was able to locate most of my songs, but when I finally got iTunes open, one of my TV shows no longer works. Any advice?
February 14th, 2008 at 12:17 am
Actually, I decided to go with BeThere. Really fast, no throttling, and a static IP for free. Cheaper than my Pipex deal too. Yay!
March 16th, 2008 at 6:47 pm
At this moment I am at the end of my tether with Tiscali. I should have been updated to include Tiscali talk on the 15 February one whole calender month ago! Four weeks next Wednesday they connected me to an incorrect land line number and I am still connected to it. I phone every day sometimes twice and the lady who owns the number phones also phones daily. I email. All to no avail. I would not recommend Tiscali to anybody after this experience. The thing is I had no problem with Broadband until they messed up my phone line.
March 28th, 2008 at 12:24 pm
Tiscali are threatening to cut me off because they will not take the payment.
My ISP is Tiscali They have my payment details which I have double checked using there accounts system on their web site. They did not take any money. Instead they sent me a reminder by post. I rang them and emailed them pointing out the above with little response. I have now received another letter by post. It is a notice of suspension. I have tried my best to get them to take the payments, but instead it looks like they are going to cut me off. So if you are considering starting an account with Tiscali. Think again.
To my friends:
If you cannot get me on line then you know they have gone ahead and cut me off.
April 30th, 2008 at 4:56 pm
Pipex are fraudsters and thieves full stop. I was with them for five years minus the odd month - but when I left they told me I was under contract to stay with them for another 11 months and charged a cancellation fee. It is a long story and still isn’t over - but basically they unilaterally placed me on a new contract (illegally), they admit their ‘mistake’, promise to put the money back but have so far failed to live up to their own obligations. Legal action is imminent.
See (and hear) the story over at my site: http://www.deanmarshall.co.uk/
Dean