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    Help - my phone line is dead, how do I get Pipex to fix it?

    My phone line died last Thursday, I'm with Pipex (I know, but it wasn't Pipex when I got the line) Every time I contact them they say it will be fixed in 24 - 48 hours, but it never is. It's now been 10 days and I still have no phoneline (although I still have Broadband), I work from home so I'm losing work, any constructive advice greatfully received!

    9 Comments

    Check your terms and conditions and see if they've breached them. If they have, put that to them and see what they say.

    Banned

    cancel your account and DD and move to Primus £8.99 per month

    Original Poster

    Hi moob, the t & c say that they will use 'reasonable endeavours' to fix any faults!

    Ring them off your landline !

    Banned

    cancel your dd for starters

    There should be a definition of 'reasonable endeavours' in the T&C.

    I'd say it's reasonable to expect a repair within 48 hours when it comes to a landline.

    Call them and say they have 48 hours, if not, you'll inform Trading Standards. In fact call them while you're waiting on the repair.

    "5.7 ... We will use reasonable endeavours to resolve any fault within 96 working hours. "
    4 days
    pipexuk.com/ter…tml
    Ask them how to lodge a complaint & about their official complaints procedure.
    Only after no joy from that, go to OFCOM website and report problem.

    Original Poster

    DubDriver

    "5.7 ... We will use reasonable endeavours to resolve any fault within 96 … "5.7 ... We will use reasonable endeavours to resolve any fault within 96 working hours. "4 dayshttp://www.pipexuk.com/terms/broadband_terms_2.htmlAsk them how to lodge a complaint & about their official complaints procedure.Only after no joy from that, go to OFCOM website and report problem.


    That relates to Broadband, I couldn't find anything that related to the phoneline. I've asked them how to lodge a complaint - they haven't answered! Ofcom won't investigate problems with repairs, but refer you to independent arbitration, eight weeks after you've used the phone company's complaint procedure!!!

    Yes I gathered it's quite ridiculous but it looks like it's all you can do.
    BTW
    Top of page states "Broadband and Telephone terms and conditions"
    Heading of section 5.7 states "Telephone Services"
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