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SIAL
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Posted: 10.11.2009, 12:35
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registered: Nov. 2009
Posts: 3
Status: offline
last visit: 13.11.09
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A few minutes ago I rang Pipex on 0871 222 6367 (Cancellation Team) and asked for MAC Code. I spoke with someone and he asked me why I wanted to leave Pipex. I didn't want to state the exact reason, so I just reluctantly answered "It's about time. I've been with you for 4 or 5 years." Then he started to bombard me with a series of questions like "Broadband is broadband. Why do you want to leave us?" Basically the same thing. Then, without warning, he put me on hold for a few minutes.
Afterward, he thanked me for waiting then said that the MAC Code would be sent by post in the next 5 working days. I asked why couldn't I get the code there and then? He said that he didn't have it and the code had to be generated. Is this true? Because I really don't know.
Once I cancelled my mobile service from T-Mobile and when I rang T-Mobile I got the PAC code there and then. Should it be the same with broadband service? Or this is entirely different procedure?
Toward the end, I asked the man his name. He said, "Matthew." I asked, "And your surname?" Then he started again. "Why do you need the surname?" I said that the next time I rang I would know who I was speaking to today. He refused to give the surname and said "There is one Matthew here."
My problem is believing him. First, he shouldn't be so defensive about his surname. Why hiding the surname? Second, he sounded like Indian-British. If you are British or you live long enough in UK, you can tell the accent differences of the speaker. Matthew is not the common name to be given to an Indian person, if my guess is right.
To compare fairly, my experience today when cancelling broadband service from Pipex and cancelling mobile service from T-Mobile is totally different. T-Mobile didn't bombard me with the questions why would I want to leave T-Mobile. T-Mobile gave me the PAC Code there and then, without any waiting time. When I asked the name, the T-Mobile person gave me her full name. I left with satisfied feeling after the conversation with T-Mobile person.
Still on the phone with Pipex, then I raised my voice and started to explain the exact reason why I was leaving Pipex. You know what? Instead of listening, Matthew was also speaking. Finally I shouted, "MATTHEW, MATTHEW, why don't you just listen, man? I am speaking, you're speaking." My guess is that he was probably shocked that I could yell. To be honest, I lost my patience with this man. In my opinion, he was just a bully. I told him my piece and to my surprise he hung up in the middle of my speaking. What a service!
I'm sorry that Pipex should adopt the policy of "keeping the customers with us forever" approach when dealing with cancellation issue. Personally I don't blame Matthew. He is just following the policy, albeit aggressively. He's not the policy maker.
I will keep the readers posted about what is happening 5 days from now. So, it should be 17 November 2009 at the latest I will be getting my MAC Code. That experience above just confirms my intention to leave Pipex for good.
edited by: SIAL, Nov 10, 2009 - 12:40 PM
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SIAL
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Posted: 11.11.2009, 13:37
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registered: Nov. 2009
Posts: 3
Status: offline
last visit: 13.11.09
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** UPDATE **
A few minutes ago I got the MAC Code from Pipex's automated phone service. It has 17 characters. However, the first 2 letters are LL. According to Wikipedia, they indicate a local loop unbundling (LLU) MAC. Does anyone know that Pipex always give this kind of MAC Code? Can I use this MAC Code to migrate to other ISP?
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SIAL
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Posted: 13.11.2009, 07:45
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registered: Nov. 2009
Posts: 3
Status: offline
last visit: 13.11.09
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** UPDATE **
I'm very pleased to receive a letter containing the MAC Code from Pipex yesterday, 12 Nov. I must say that this is a first class service. I was promised 5 working days, but the letter was delivered in just 2 working days.
edited by: SIAL, Nov 13, 2009 - 08:24 AM
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