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Date Submitted :
September 24th, 2009
Length of time hosted by this company :
1 - 3 years
Overall Rating :
2 out of 5
Reliability :
3 out of 5
Support :
1 out of 5
Pricing :
2 out of 5
Verdict :
Hi
In January 2008 my pipex contract begun and expired in January 2009, I recieved no notification of an expired contract and forgot about it. In July 2009 I decided to see if I could be upgraded to 16mbit via pipex given I just found out my contract expired, instead, they offered me a discounted deal and free home calls due to being a good customer, anyways, I declined and requested my mac code.
Next week I am on my new provider O2 and loving it, one morning I wake up and see a nasty letter stating I owe Pipex £213.91 , I phoned them up and they said that on the 24th of July I signed a new contract , but I stated that I migrated and did not request any new services, they said that they understand I migrated but I still have to pay the fee (Even though I didnt want a new package) , they forwarded my information to a new department and they would contact me.
2 Weeks later another post through the door wanting £213.91, I phone again and explained the circumstances, sadly for me this woman on the other end insisted that I had a new contract, she said I phoned up wanting the package and was given it and that It was my fault for requesting migration. Allot of talk later trying to explain and I was forwarded to the customer care department.
A lady on the other end checked all my notes and saw that I didnt authorize no contract despite having one set up, she then waved the fee and then I was issued a £16 cheque as I was in credit.. so my overall expired with Pipex has been a bad one... still no understanding as to why they would make me a new contract without my permission but least its sorted now.
9 years ago as a website design company we took Pipex space, found the support to be crud and moved on. Eventually moved to Webfusion which was bought out by Host Europe and although not 100% was a damn site better than Pipex. Then Pipex bought them out. The troubles began when they moved the servers to Leeds, what a bundle of pooh.
Argon (one of the shared VAR servers) has been up and down more than a tarts knickers since Sept 05 and when approached about possible performance discussions BEFORE we built a particular site, they said it was all OK to do. When it was done performance plummeted and we had to rethink. We fixed it but Argon regularly has performance issues (so much so they are installing a new server as I write apparently) What a bundle of CRAP
I had a Soho account and a VPS account with Webfusion. At the start they were fine, then Pipex took over and the problems started. I originally had 2 SoHo accounts with them, but one of them kept crashing about 6 times a day and I was told "You get that with shared hosting" from their support department and was advised to upgrade my forums to a VPS package. I never got my email working properly. I could not CHMOD any files to allow "Watermarking" of images. The Shared hosting account then has the SSH access removed without ANY notification at all. Their support dept do not know anything about their products. The average time for replies from their ticketing system is 7-14 DAYS.
Since Pipex took over the show the service has been incredibly bad. Constant downtime, minimal support infrastructure which resulted in lost revenue for us. Being on the front page of google, msn and yahoo we dropped because the site was never available when being spidered.
I would not recommend this service to my worst enemy.
Pipex have seriously gone downhill in the past year. We've had numerous problems from their support staff performing an unauthorised change to the coding on my ecommerce site to stop it running to having a week of downtime on our dedicated server over the pas 6 months alone.
Pipex have the infrastructure to make the UK's #1 host, however to keep the shareholders in profit, they employ a tiny support team to deal with a huge amount of customers. After hours and weekend support for however many hundreds of thousands of sites they host - just 3 people between shared and dedicated hosting!
I want Pipex to know how badly they're treating their customers. I have created an online log for all affected customers to write their problems:
We have dedicated servers with Pipex. We actually signed up with Host Europe and they were great, but since Pipex took over the service and reliability has gone down the pan. We've cancelled one server after it failed twice in 4 months and we were told that it would need a rebuild.
The other server we have with them has Ensim (for which we pay Pipex a montly fee), but it's an end of life unsupportable version and problematic when creating domains (the end result is if the domain create fails you can never create the domain on the box) and we were told by Pipex that this would need a rebuild.
They also moved both servers to another datacenter (at their convenience) causing housr and hours of downtime, and as I speak their datacenter is down because they've had a power cut - what a joke!
We're in the process of moving the domains off this box and once we've done that we can kiss Pipex's sorry ass goodbye.
I had a resellers account through Host Europe (Web Fusion) but unfortunately they were taken over by Pipex. It was a painful but necessary step to move my domains away as support was of a typical Pipex low standard (reminded me of when I applied for broadband through this crowd a few years ago). If you're in the UK and looking for a reliable web host, look again. There are plenty more to choose from that will be more reliable, cost effective and offer responsive technical support.
