How to get MAC code from Pipex

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Tips & Experience from other Pipex users

Koz(02/07/2010 17:45:03)
 Rang poopex for my mac code,In may my line went dead for 12 deys and got £5 comp- stifle laughs plse! Sent me to BT. Who set me back. Who sent me back. Who sent me back. Keeping up with this? Pipex say they don't give mac codes despite it says this on their website. BT says yes i can get mac code off pipex. Now I will ring ombudsman on monday. When I heard poopex were taking over toucan about 2 yrs ago, I was aware leaving poopex was a problem - and it still is.
Jo(24/06/2010 23:48:53)
 Called to request my mac code only to be told my account was cancelled in 2007 despite the fact that I have been paying by direct debit and using it for the past three years!! Asked for a mac code and they said I didn't need one because it was dial up. Called my new provider who said there were tags on the line and I needed a mac code from my current provider. Called pipex back and they have said 5 days for the mac code - will wait!
Russ(05/06/2010 12:28:33)
 Very pleasant conversation with someone called Ezra, sounds like an efficient system taking five days and sends the MAC code by phone, email and text. We will see.
Sam Eaton(26/05/2010 12:39:03)
 Transferred to toucan 5 years ago-no probs-they were taken over by pipex year or so ago. Lost our internet and 1571 2.5 weeks ago. tried calling-spent over half an hour in a que, several times, to hear "your call is progressing" but there were always more than 9 people ahead of us??? Progressng?-we progressed nowhere. Gave up-managed to e-mail from work computer-reply within couple of hours-asked for contact numbers and times to call-they rang on mobile and left message saying they'd call the landline in evening-no call. no more responses to my other e-mails after that. Had call a week ago from talk talk??? we're not with talk talk-"oh yes you are-we;ve taken over pipex" and thus our problems arise. couldnt tell me anything useful. so have now cancelled my direct debit and switched to virgin as all hopes of obtaining a mac code seem lost as noone answers the phone to obtain it! No doubt we'll get a call when they want their direct debit. no notification of talk talk take over whatsoever-disgusting!!!!!!
Paul Hallett(23/05/2010 11:17:28)
 Same problems as all the rest, lie upon lie from operators/representatives, spent over five hours collectively on the phone. Contacted OFCOM with little success, wrote two recorded letters-received a cheque for £15 with no explanation. Had to cancel my direct debit and close my phone line to get away from Pipex! I Will be contacting OTELO when the eight week period is up. will also be contacting BBC's Watchdog and hope that anyone else experiencing the same problems will do likewise.
ted mckenzie(19/05/2010 14:52:38)
 My Pipex broadband service went down again so I requested MAC code. After 5 calls was told that could not get MAC code because line was closed (by whom we don't know). BT and new supplier could do nothing because line was still with Pipex. It took Pipex another 2 weeks to clear the line then 6 working days for the new connection. In the end I was without internet access for over 5 weeks and it cost me an additional £40 reconnection fee. So much for a simple transfer - Pipex are a disgrace and Ofcom should be taking some action against them for not releasing MAC codes as required.
jacqui gilman(16/05/2010 21:31:02)
 had no internet off pipex for 3 weeks now , many calls to 1st and 2nd line engineers,they say they are having migration issues to a higher platform since being taken over by talk talk, and have been useless no idea what is going on,have already contacted ofcom,who did not appear bothered, asked pipex for my mac code 8 days ago, have had no text no letter no email or anything from them..the 5 day rule means nothing, this is dreadful!
michelle martin(11/05/2010 19:45:43)
 Cannot get a mac code for love nor money. I'm either kept on hold until i give up or if I manage to get through I'm told the system is down. I get zero response from e-mails I have sent. I was moved over to pipex when they took over toucan and have had nothing but trouble ever since. I can't log into my account to access my extortionate bill and when I try to get my account details to be able to log in it insists on me entering my account number from my bill. I don't know this as I don't get a paper bill and can't log into my account to get it. I'm going round in circles and I have had enough of this bunch of cowboys.
David Griffiths(30/04/2010 19:23:22)
 I've been obstructed by Pipex 3 times, i've requested the code been told i need to wait 3 days cooling off period...then told i can not have a code over the phone .....waited for a letter that never arrived, and now i've been on hold for 30 mins and counting! will i ever receive this code?
Lyn Ladds(11/04/2010 12:11:24)
 Was actually and surprisingly good and quick, but as I was transfering to Talk Talk, which now run Pipex and Tiscali, there was no sales pitch to try and get me to stay!
Robert(29/03/2010 18:06:24)
 Just requested MAC code phoning from 0871 222 5550. All painless enough but can't help feeling they're told to string out the conversation as much as possible. "System's a bit slow today", "just run through a few things again for you while we're waiting for it to come up..." At 10p/minute, 70p for a process that could have been done in a couple minutes.
Carl(27/02/2010 14:28:50)
 I left Pipex about 8 months ago as absolutely useless! I had been with them a number of years but service worsened over time and then they put me on another "Better deal" without telling me. so they then were charging me the new monthly fee even though I still had several months left on my last annual subscription. It took me about 20 calls to 5 different numbers - accounts could not speak to the service desk etc. Disaster disaster disaster. I have been using my companies internet access since, but have decided to get access again for a personal account for boradband, TV, and phone. I am now on my 3rd call to get a MAC on a "closed" account, I finally got to speak to someone who seemed to know what I wanted and has promised me the code in 5 days - lets see!!!!
Alison (22/02/2010 10:59:58)
 Don't go round the world calling all different numbers like I did. Eventually I called 0800 542 6538 and spoke to Duncan who was really helpful and is sending code to me. However, proof of pudding is in the eating - I'll wait till I get it...
Matt1(21/02/2010 10:35:12)
 Had the same run around everyone else has had and even resorted to a letter by recorded delivery but still nothing. Then found this number: 020 3302 8403, rang on a Sunday morning and got through to someone who had the MAC code and confirmed it had been sent via post 2 days ago (some 2 weeks late). She was very helpful and gave the mac code over the phone. My suggestion is send a recorded delivery letter asking for it and then chase up with the number above, it saves ages holding on costing you 10p a minute to be told the system is down and can you call back later.
Martin Potter(20/02/2010 09:34:05)
 I just rang the 0800 912 1649 number to ask for a MAC and the experience was pretty painless. MAC will be sent in 5 working days by email, text and speaker phone message. The guy I spoke to was professional and helpful and he explained the process fully to me ( but he did try to talk me out of leaving). They offered me a 2/3rds reduction in the price I'm currently paying (to £7.99 pm) but as I've already applied elsewhere (for a package at £7.50 pm) I wasn't swayed. I've been with Pipex for about 5 years and my main reason for switching is the uncompetitive deals for existing customers and more recently a deterioration in speed and reliability.
Peter Williams(08/02/2010 20:18:30)
 Took thirty plus minutes on a high value phoneline only to be told their systems were down and they couldn't give me a MAC code.Promised to phone back in an hour- still waiting two days later!
susan casson(07/02/2010 14:49:12)
 i requested my mac code on the 28-1-10 and have still not recieved it yet
Asghar (01/02/2010 18:45:41)
 Absolutely trash customer service. Told system down after being hung up twice (hold for 8 mins). Then get told I need to dial another number and start again. When I eventually speak to a team lead get passed again and now need to wait 5 days. Ridiculous way of winding people up. You'd think you don't burn bridges when moving on, but Pipex make a point of doing just that. Stay clear from them and talk talk in future. A whole lot of hot air...
M Riseborough(29/01/2010 18:09:23)
 I have just been given the complete run around with Pipex over my MAC code. I am changing to TALKTALK and they are being very helpful but Pipex are being of NO help at all. I have been given 6 different numbers to ring three say systems are down, two guys on the other lines did not have clearance to give MAC code and the sith number was just cut off as it connected!!! WHAT IS THIS ALL ABOUT!!! WHY OH WHY IS THIS SO HARD TO GET A MAC CODE!!!! I have been told by very nice Lady at TalkTalk that on Monday she will talk to Pipex and sort this problem out! The Lady then said that Talktalk had just bought out Tiscalli that own Pipex!!! OH MY GOD! she assures me that Talktalk will sort out Pipex and these issues will no arise after the full take over of Tiscalli is completed soon! I DAMN WELL HOPE NOT FOR THEIR SAKE AND OURS!!! Oh hummm.
Gareth(28/01/2010 14:34:11)
 After getting 'system down' messages on the 0800 number finally tried the main 0871 222 5550 number, then (from memory) option 1 (residential), option 4 (MAC request/cancel) and got put right through to some one who seemed to be able to access the supposedly 'down' system fine. Should get MAC within 5 days.
Mike(26/01/2010 14:37:49)
 Found the process to be rediculous. Called on the 22nd and requested a code. Called today and was told there was no record of my original request. So now waiting a further 5 days for the code.
Frank(26/01/2010 11:56:00)
 Rang last week a few times and told "sorry system down". Rang again today, spoke to Martin and apologies etc, I will get it for you and hey presto.. "the system has just gone down again" and they wonder why we hate them. Don't even think of joining them
Alan John Kiddle(22/01/2010 10:34:47)
 Pipex are an absolute disgrace. Spent one & half hours on the phone to Pipex. Given the complete run around - told to phone four different numbers - no-one was prepared to give me my MAC code. Told it would be sent via email - still not received. Totally useless service. Will end up cancelling my direct debit and start again with BT.
Cal(12/01/2010 13:34:58)
 Took several attempts and about 30 mins to get through to someone but can confirm that the freephone number below still works. Thought the response was perfectly reasonable and they said they would send the code 'between 1 and 5 days'. Reason for changing was poor speed since the change to tiscali.
Franco (07/01/2010 09:58:34)
 Absoultely hopeless. I think it's easier to cancel the direct debit with Pipex and set up an account with BT from fresh.
Tim4172(06/01/2010 18:06:21)
 Rang Pipex on the freephone number yesterday to ask for the MAC code. Was given another 0871 number to ring and spoke to a very helpful chap. He asked why I was moving and when I told him whatsort of deal BT were giving me he said that Pipex couldn't beat it. Said he couldn't give the code there and then, but took details and said it would be sent to us within 5 days. Got an automated phone message and a text with the code today. I call that good service. Full marks to Pipex.
JAD(29/12/2009 11:17:08)
 I telephoned Pipex and spoke with a guy named Martin - Full marks for politeness, No marks for giving me an informed reason as to why Pipex had cut my download speed from 1.2mbs to .5mbs (I live in a rural area and I guess I should be happy that I can get any form of Broadband :( (Accepting that I live in in a rural area thro' my own choice, it annoys me to hear fools in Central Government telling me how fortunate I should consider myself to have 'NO' viable services, No Gas, No mains sewers, No Mains Water and an excuse for Broadband) (Oh and No Grit on the roads at the moment!!)). That apart, Pipex today gave me 3 months free connection and a £10 credit - Better than nothing I guess - BUT PLEASE PIPEX,take note of what people are saying, Asian call centres for problems are not the way forward, they may be cheap and it might work for Pipex, but certainly not for the customer. That stated, what does the UK offer anyone anymore?? after nearly 12 years of Blair & BROWN !!
Steve Robinson(20/12/2009 16:12:04)
 Well dealing with Pipex, at best difficult! On asking for a Mac Code I was told by phone 5 days later that one could not be given as BT had a "cease order" on the line for the 18 Dec, no reason for this could be given. Several phone calls later between myself, BT and Pipex, I got to somewhere near the truth. Pipex as the Broadband provider are the only one's that can issue a cease order, and the only one's that can lift it according to BT Wholesale. Pipex were not telling me this, in fact an email I have from customer services blatantly lies with an excuse "the cessation has been issued by another provider preventing them from obtaining a Mac code". Truth is Pipex issued the cease on my broadband beacause I had asked for a Mac code and I have also found there is another on the 28th Dec issued this time by Tiscali, I think they are making it difficult forcing me down the "cease and re-provide" route. Looking back into Ofcom's database this issuing of cease notices without consent is a practice they have been guilty of before and is in violation of GC 22 under section 94 of the Communications Act 2003. If you have call Pipex and ask for a MAC code, remind them of the GC22, that you are NOT asking them to terminate your agreement with them, be very clear on this and get all the names and reference number you can, this is because once a cease order has been created it's there "get out" for not giving a MAC code......I should know because I now have to stay with them until the 28th and beyond, make no mistake I will be gone, once I can get get a code, failing that I may just bite the bullet and accept the down time...
Hal(10/12/2009 17:50:58)
 When i phoned up pipex, i was told that it would take up to 5 days to get my MAC code and that it would come through the post. But the provider i want to swithc to (Plusnet), said that in 2 days if they didn't have the MAC code they would delete my application and the money i've paid for it. So i phoned up Plusnet and they kindly said that they would delay the date for me. I just hope that the MAC code comes. Otherwise that's a fair bit of money down the drain...
B Jones(27/11/2009 17:29:23)
 Thanks to Lock Man & Alison - called free number 0800 912 1649 to get my Mac code and spoke to a really helpful guy at Pipex (Andrew). However they have now offered me a really good deal to stay with them. Why didn't they offer me this package before I had decided to move???? Really can't decide whether to move to BT or stay now !??
Ex Pipex Customer(16/11/2009 18:19:00)
 Called the freephone number to tell them I was moving everything to Sky and wanted my mac code and they kept telling me they could do me a better deal. Said they could do my line rental which is currently with BT along with my broadband and calls for £20 per month. At that point I suggested that perhaps they should offer that to existing customers instead of waiting for people to phone when migrating away. Their response...........we cannot dial out from this office....lol
Alison(13/11/2009 12:48:34)
 Well I just called to get a MAC code and found them to be really polite!!! I am so surprised as I expected the exact opposite. Maybe they have received training. Anyway, i have been given a much better deal than i had before so watch this space and see. The freephone number given by the lock man below ( 0800 912 1649) is brilliant though and is a MUST! Thanks for that!!!
Lisa(02/11/2009 14:23:33)
 Called Pipex today to request MAC code. Incredibly rube and abrupt operator (Shane). Tried to convince me to stay - they would beat any price I had been given ! I said that I was changing my whole package to Sky, he asked how much I would be paying. I politely informed him it wasn't any of his business to which he replied "I just asked, I didn't ask for you to be rude to me". Left he on hold while he 'went away to see how long it would take to issue a MAC' before coming back with the standard 5 days. We'll see !
the_lock_man(27/10/2009 15:44:57)
 OK, start of the saga, judging by the comments below. The good news is, having searched on , there is a freephone number that gets you through to the same call centre (English, as well, remarkably) 0800 912 1649. Yes, they kept me hanging on unnecessarily, but I think I had the last laugh! Just have to wait for the MAC to arrive, I s'pose.
Isabelle(25/10/2009 23:21:56)
 I was on the phone for over 20 minutes asking for my MAC code, they tried to convince me to stay and to talk to technical support (once again!). I refused. After reading me the MAC script etc the bloke said he was processing my request. 5 minutes later I got a call back saying it had not worked as we have a "MPF account" what does that mean??? he said he couldn't issue a MAC code, somehow I have my doubts!
Diane Turner(04/09/2009 10:58:53)
 I have been on the phone to pipex 6 times in the last 3 days and they still wont issue me my MAC code. I am now very frustrated. I have no broadband yet as I wish to go to sky. Sky told me to get in touch with a legal body which deals in trying to obtain your MAC code. I would not advise anyone to go to Pipex. I have been a loyal customer for 4 years and all bills paid on time. Absolutely furious.
Peter Lewis(02/09/2009 09:00:05)
 Utterly hopeless. I've been trying to get your helpline for two days, calling well over THIRTY times each day. Nothing but an engaged tone. THAT's why I want to migrate.
Peter Brown(01/09/2009 18:28:00)
 I joined Toucan 3 years ago, which was then moved to Pipex, then Tiscali, then TalkTalk... it is hard to keep up with it all! I tried to get a MAC code using the Pipex online form for requesting MACs, but it replied they no longer give MACs online and I should call them to request it. I called and guess what... after a long wait and giving them all my information, their system was down! I think they are just saying this as a delay tactic, hoping I will give up and stay with them, but it just makes me more determined to leave for better customer service. I am moving to PlusNet at £5.99 a month which is much cheaper. Several family members already have it and they say the customer service is much better (it is a sister company of BT). They also have a referral service, where if you get people to join, u get a further discount off your monthly cost. I can't wait!
Colin(23/08/2009 20:31:19)
 Hi, don't quote me on this BUT being the in trade as far as I am aware the ISP has to give you the MAC within 48 hours by law. The only time this does not apply is if you are are still under contract. If so then give 30 days notice within the last 30 days of your contract to avoid any penalties. If all else fails, threaten to go to OFTEL with your complaint. Good luck!!
R.Clapp(07/08/2009 15:36:29)
 Pipex Are not very customer service friendly they turned off my internet for 2 and a half weeks and it took me 3 hours in a deadlocked argument about my mac code as soon as i recive it im leaving do not use pipex for phone or broadband
A Smith(29/07/2009 15:27:18)
 I went through to Pipex, to get a MAC code, with a BT salesman on the line who was assisting me with the transfer to them. The agent at Pipex started shouting at the gentleman from BT (who maintained an air of professionalism throughout) and then started shouting at me because I wanted a MAC code. This was far from an isolatated however it was also far from being the worst.
A Seccombe(16/07/2009 10:17:26)
 They quoted me 5 days to receive the MAC code. I requested it due to: • being overcharged TWICE by £112! • appalling customer service
Terry Goode(15/07/2009 17:04:23)
 After all number of problems with phone and broadband over the last couple of weeks and absolutely terrible to zero support, I decided to opt for another Broadband service, I was surprised when they said I would have to wait for the MAC code as I'm aware they can give a MAC code almost immediately. What is the legal time period required for them to supply me a MAC code to change services. And Yes PIPEX I can honstly say are the PITS
S Foley(11/06/2009 17:29:47)
 I have never been more frustrated, I asked for my MAC code on the 26 May, they had my email add, home phone no, and my mobile, they said they would text it, email it and phone me. They never did, I rang and threatened to report them, still nothing rang again on 11 May and they said "oh someone rang you today", I don't think they did........Do not use PIPEX
P Scott(05/06/2009 12:09:14)
 Absolutely abysmal service. A number of my Email boxes inactivated by Pipex and I have been unable to get them re-activated. Overcharging, poor connection which I originally thought was down to my router but later transpired to be the changeover from the original Pipex to Tiscali. Customer service centres based all over the world except the UK with service staff that speak perfect english but backwards. Eventually enough was enough and requested a MAC code. Guess what? I didn't get it! After various email excuses and bounced emails claiming they had not processed properly, I have now complained to OFCOM via the number given by another unfortunate Pipex customer on this page.
V Collins(17/05/2009 12:09:20)
 getting any information from Pipex is like getting blood from a stone! They refuse to accept any criticism, rather, like New Labour, they blame their defincies on othere - in this case me, the customer, and BT. When I asked for a MAC code they prevaricated for over half an hour (at a cost to me of 10p per minute) instead of giving me a MAC code they offered me £50 of credit to stay with them - I accepted with the proviso that if after that time their service did not improve I would change provider. Their service has deteriorated. I pay for "up to 8Mb" broadband but am lucky to get up to 512Kb - in other words expensive fast(ish) dialup speeds. I am now emailing them( copy to Ofcom) to ask for a MAC Code as I see no reason to waste another half hour (and £3) on the phone to no avail. As far as I am concerned Pipex are rip off merchants and would recommend any and all to steer clear of them.
Jamie(15/05/2009 14:23:02)
 Was told I would have to wait 1 week and I would get it in the post, Didnt receive anything, called back they then gave it over phone, feel that they where hoping I would give up
mick suffolk(13/05/2009 16:52:25)
 kept on line for fifty mins felt like slamming the phone down on him,the same thing happened when i started with pipex i lost a month broadband ,numerous calls which i had to pay for they kept saying i was connected when i was not then it all went wrong when it went to tiscali not waiting for the crash with carphone w/house
SANDRA FOY(15/04/2009 09:08:50)
 I have been trying in vain for 2 months to obtain a MAC Code from Pipex and the service they have the nerve to charge me for is worse than useless. They constantly refuse to talk to me because I fail to be in a position to provide a password that I have never set up in the first place. Also they apparently do not have my date of birth on their files so are unable to verify that I am the account holder. Ofcom state that they are within their rights if I cannot provide the information requested. I have also complained to ISPA and am still awaiting the response that Pipex are expected to provide within 5 days. I actually responded to a voicemail message yesterday from Pipex who asked me to ring them urgently. When I did so they just wanted to tell me that my direct debit had been cancelled (like I didn't know that). I told them that I had no intention of paying them any more money and they actually had the cheek to say in a very polite jolly voice "well it looks as though there is nothing else I can help you with today"!!!!!
G Byrne(10/03/2009 18:51:42)
 I asked Pipex for my MAC code last week and was told it will take 5 days. I asked if this is what they always do, keep a customer as long as they are able to the maximum extent of the law. I was told "yes". I am still waiting and am getting very impatient. If needs be I shall get another line installed and recharge the costs through the small claims court from Pipex. I am getting less happy with shoddy service in the UK. I did not choose Pipex, they bought out the company I was with, who were fantastic - Toucan. First bill I was given notice of was by email, as I prefer, but I could not access my account as I had no idea what my account password was or what my account name was. I was also given no hint within the email as to how much my bill was to be... I was not happy. It took three calls t resolve the issue, and I had to pay for each call! No. I will not stay silent. I am annoyed by this bullying, ignorant, greedy company who were once considered to be a benchmark in providing internet services. No more. They are crap. Steer clear. geddi
Ross G Cooper(06/03/2009 17:06:24)
 I had exactly the same problem as William Stewart. Pipex are the worse company ever!!!! Please call the OMBUDSMAN they are fully aware of PIPEX!! THere telephone number is 0207 981 3040. Dont accet then saying 5 working days, they can generate a MAC code there and then. I speoke to them today 6.3.09 16:45 and told them I had put a serious telephone complaint to the OMBUDSMAN and they gave me a mac code straight away. But Please do log a complaint with the OMBUDSMAN. I am now with OPAL the sister company from Talk Talk who deal with companies for business telephone account and broadband.
jaimee(23/02/2009 23:49:55)
 pipex refused hands down to give mac code, spent numerous money and hours contacting them to no avail their staff have been promted by their supervisors not to disclose mac code so they dont lose buisness, they will not even offer us a better package, avoid pipex like the aids virus
paul bull(09/02/2009 13:08:06)
 i phoned pipex for a mac code which did arrive as said 5 days later.I gave my mac code to be broadband only to find it was invalid. I then got in touch with pipex only for them to tell me the last latter of the mac code is a letter i, which was not on the mac code on my letter.Even my mum checked the letter and agreed it was an l. Pipex are useless and overpriced and judging by other complaints no wonder their trying underhanded tactics to keep their customers!
TimmyM(06/02/2009 16:24:50)
 Requested my Mac code form Pipex they gave me the whole speech saying it will take 3-5 working days. 1 week later I still have no mac code. Rang them up again and they say they have no record of it. So i give him a peice of my mind and say it better be done. He advises ringing on the monday (3 days later) and they should have it over the phone ready for me. Il be ringing on monday and if they dont have it I wont be leaving that phone call without it. Getting offcom on there ass, speaking to managers etc. I am not happy.
Stephen McKee(27/01/2009 20:55:09)
 Worst customer service I have ever encountered, constantly calling my home number using an automated system even before 9am on a Saturday! Cannot speak to an english 'customer' services person. Managers and supervisors refusing to speak on the phone. Quoting wrong contract details, everytime I speak with somebody they give different details. One of their agents 'Romero' just hung up the phone twice on me after I argued with him that Pipex was a Tiscali company, apparently I'm wrong though funny enough the letter I got from their customer services Manager states that it is a Tiscali company. They keep quoting 'contract' to me but this is the new one when Tiscali bought them, according to Pipex the contract I signed has nothing to do with them. Its not surprising that Pipex are now ranked 44 out of 50 ISP's in the UK. Do yourself a favour and get out fast.
teresa(26/01/2009 14:46:36)
 OfCom requires that it is sent within 5 working days. If they don't, make a complaint http://www.ofcom.org.uk/consumeradvi...ce/switch/mac/
Gary(19/01/2009 18:42:42)
 Was going to write a considered piece but having read other posts I'd just like to re-iterate that Pipex/Tiscali are lying cowboys. That such behaviour is tolerated by Ofcom, CISAS etc etc makes a mockery of it all. If it was my job, I'd have been sacked for being a useless wanker. I think I'll visit their HQ (if I can find it amidst all the 08...numbers) and ask them to cut the crap and just shaft me in person. MAC code my arse....30 days and counting.
Richard Ashmore(19/01/2009 10:14:27)
 I am referring my case to OFCOM for action - hopefully see Pipex in Court. They are an utter utter disgrace.
Peter(15/01/2009 17:40:52)
 Pipex are the worst company I have ever had to deal with in my life! They have cut me off for 3 different reasons so far this year...none of them my fault and each time it's taken about a week to get back on line!I am desperate lto leave them but have heard horror stories about MAC codes and being cut off as soon as you ask for one even if you have paid your bill in advance. A pipex employee told me on the phone that they cease to offer any support as soon as you request a MAC code! They have terrible systems, no-one takes responsibility, some of their employees openly admit the company is rubbish and it's such a shame as I've been with them for over a decade and they used to be brilliant.
William Stewart(05/01/2009 18:01:10)
 Appalling. Pipex are terrible. Spent hours calling them about their service which was barely working before finally giving up and requesting a mac code. 5 working days and no sign of one. Called up and they refused to give me one (said it was something to do with BT, not down to them etc...) Called up again and they gave me one straight away??? So if you are trying to get one just keep at it. They can generate one themselves there and then just persevere. They are the worst company I have ever dealt with. I have spent so much time (and money) waiting in cues just to be told they are the wrong department. Stay well away from them.
Alan Campbell(29/12/2008 00:35:32)
 6 days past and no mac code. asking again kindly stating the law clearly.
John Mott(15/12/2008 21:10:08)
 I need the MAC code that I want to change BT Broadband Options 3 and I need it by tonite and that I have contact to them last week and that they won't reply at all..
Hazel Philbrick(14/12/2008 23:03:29)
 Pipex are the worst company ever! I've been having a battle with them for over 2 weeks now. I finally got my Mac code on Friday, after phoning them again. I've been given a wrong one last week, waited over the alloted 5 days, never phoned back after reporting a fault and generally 'fobbed off' The are rude, unhelpful, a nightmare to get hold of, provide a rubbish service. I'm appalled at how angry I ended up getting with them but the are infuriating. I'm now moving to Plusnet. 24 hour English call centre, helps and faults and really nice and helpful, so calming. They come from a very positive referal.
r trigwell(08/12/2008 08:46:36)
 I requested a MAC code form pipex on the 26th November and I am still wating. My original request was logged on the 26th Novemeber. Rang 5 days latter and they said had no record of my request. The 2nd time I requested a MAC code was on the 1st December. It is now 6th December and still no MAC code.
Deaks(04/12/2008 13:38:42)
 Got my account cancelled by pipex last week for no apparent reason and am now chasing the MAC code. Someone on another forum I'm on also got cut off the same day. I'll try and update this page in how I get on but it's been about a week already and no code.
Renee Rowlands(28/11/2008 10:24:26)
 I've just rung Pipex to get my MAC code. Everything was explained very clearly to me, but there was quite a lot of pressure with special offers from them for me to stay with them, such as £7.50 a month and three months free. I kept repeating that I wasn't interested. I didn't like having to ring an 0870 number.
jo(22/11/2008 16:09:02)
 its a joke, might of gusst they asked for code hung up on me, next day got throught asked for it got it to day. but rang post office and its not the right code!!!!!!!!! funny that from gary rodgus head custermer service
Stupot(17/11/2008 22:54:24)
 I've never had to use Pipex's customer service but since wanting to upgrade to their business adsl, the so called 'service' has been woeful. I ordered an upgrade end of Sept 08 and still hadn't been migrated onto it within the proposed 10 days, say it's something to do with maintenance, well thanks for informing me beforehand! I found out by calling them, then they gave me another date of 9th Nov - 7 weeks later from my initial request, very poor. Then after that upgrade date didn't happen they told me it would be the 23rd Nov due to maintenance - what a bunch of time wasters. Now i've requested a MAC which they said i'd receive within 5 days, haven't got that via mail or email. So angry with them at the moment, i'm such a laidback person but Pipex are just pushing all the wrong buttons at the moment - come on Pipex, BOOK YOUR IDEAS UP, PLEASE!
James Morell(06/11/2008 19:02:31)
 I call Pipex on the 03/11/08 for my mac code i was told i would get it in five days never happend so i call and spoke to a girl and i told her that i had call for the code and still not got it she said that it was not on the requested list she said that she would sand for it and would call back after 48 hours still no luck so spoke to an other girl she said it had been sent for and she was to call me on thur 06/11/08 still no code so i will call on friday 07/11/08 and see what will happen.any help would be welcome.
Yvonne(23/10/2008 09:55:38)
 I gave them the required months notice and asked for my MAC code. They are receiving my emails and not replying. Finally I demanded my MAC code and they emailed "Due to system changes, we will be unable to generate a MAC for you until after 9th November. Please call our Customer Services Department on the number shown below after this date to request one" - I have already spent hours kept on hold in phoning the specific number. Their email also stated that they tried to telephone me yesterday and I was unavailable but my BT caller screen records no telephone calls received at all. They will not confirm that I should not pay any cancellation fee after 3 years. They will not confirm a date that they will migrate my line, but they have throttled back my connection to snail pace.
J Brand(13/10/2008 11:46:11)
 Pipex told me that I would recieve my mac code within 5 working day,it has not shown up after 7 working days.I have requested it again today 13-10-08 and was told that head office will have to process it manually and it will take 5 working days. Oh please save me from this terrible ISP.
Ajay Supeda(13/10/2008 11:18:18)
 They will not provide one - they are stating that the way my line is set up it can only be cancelled so that line is dead. I was under the impression they have to provide one regardless? Please can someone help me with this? thanks Ajay
Chris Lockyer(11/10/2008 16:06:33)
 No MAC Code forthcoming within the 5 working days from Pipex. No letter with the MAC Code either. To top it off my email seems to be cut off and the password won't work! Must be some sort of vindictive streak perhaps for wanting move or just very poor customer service. Why move? The Web space does not work and technical support is utterly laughable - different person each time with a different answer - I know my stuff uploaded because I can see the files via the Dreamweaver interface or FTP interface, but cannot get them via the web - USELESS! Not funny if you really need your stuff on the net which I believe is what the net is for amigos! Reading the other feedbacks about Pipex is makin me twitchy!! Pipex fail to understand they will get a bad reputation by word-of-mouth, it looks like they just don't care about that! Trying to move to PLUSNET!
John Digby(07/10/2008 12:27:23)
 I have been awaiting transfer to BT for over two months now. BT can do nothing until Pipex relinquish the line and remove their tags. They say there is a "Cease" in effect - they've said that for two months - and they cannot issue a MAC until it is removed. One MAC has been issued but is now out of date as BT could not initiate it with the "Cease" in progress. The call centre manager - Steven - is an inept waste of space, who blames everything on the "Provisioning Department" who do not answer his e-mails. You would think there would be a better chain of command to get things sorted. I have cancelled my DD so they are not getting paid for wasting my time and I can only hope that this is noticed by the accounts department who then tell the relevant person to pull the bloody plug!
Richard Royle(03/10/2008 20:41:18)
 For one year Pipex were excellent. Then it was taken over by Tiscali and now it is truly dreadful (almost as bad as TalkTalk). I am assured that there is nothing wrong with my line even - though it is slower than dial up. My bill has doubled, even though the service is awful. Nobody answers the helpline. Nobody answers the e-mail. Nobody replies to letters. You cannot request a MAC code because nobody answers! My only choice is to cancel the direct debit and do without the internet for a few months. What a bunch of cowboys!
Dennis Lowe(09/09/2008 15:11:51)
 I requested my mac code from Pipex 8 days ago and keep getting fobbed off with 'it's in the post', 'the servers are down' etc. How can we convince bad companies to re organize? we pay through the nose for these un-professional outfits!
Dennis Lowe(09/09/2008 15:11:34)
 I requested my mac code from Pipex 8 days ago and keep getting fobbed off with 'it's in the post', 'the servers are down' etc. How can we convince bad companies to re organize? we pay through the nose for these un-professional outfits!
K Taylor(03/09/2008 10:48:50)
 I phoned over two weeks ago for a mac code to inform sky of it, and am still waiting for a response, could you please let me know how much longer i need to wait only i was told it could take only five days to receive it.
Nadeem Shafi(29/08/2008 16:30:33)
 I call pipex every month for 2 years telling them that they are not charging me for the internet, they tell me every month it will be fixed and they will start charging me, i tell them to send me a letter to confirm things they say they will but they don't, i ask to speak to teh manager they tell me i cant, i tell them that i will complain they say go ahead in a rude way. I called them last month after two years of this, not to mention i had to call ofcom to force pipex 2 years ago to release my line to BT but they didn't so i had to go back to Pipex. These last few month they still don't charge me, they tell me my line has been canceled, BUT I CAN STILL USE IT so it hasn't really been canceled. I| ASKED FOR THE MAC CODE TO MOVE TO SKY they said your line is canceled and we cant give you a mac code. They said they will remove the tags from my line, how can my line be canceled if it still has tags and why don't they charge me, they refuse to write any of the things they say on paper and send them to me. I call them every month for 2 years they give me the same story, they used to be good. NO MAC GIVEN
nigel gedge(28/08/2008 13:44:44)
 pipex claim that they cant give it to me. said i had to talk to bt and get a 'process return to donor'. bt saiod nothing to do with them.
Bill(13/08/2008 00:59:49)
 I need a BT line to get Be Broadband. Just phoned BT and asked about return to donor. They have given me a date when they will take back the line from Bulldog/Pipex. It was all done easily over the phone and the BT CS person was extremely helpful. And the biggest thing is... It won't cost me a penny. Pipex can stick their throttled BB connection up their collective hole...
Jackie Smith(09/08/2008 09:46:11)
 Pipex is rubbish, I have requested a MAC code now for three weeks and each time I ring they say its on its way. The service has been bad as well as its taking longer to get on line now they know I'm leaving them for Sky which is free. Don't bother with Pipex
R H Sessions(02/08/2008 16:45:14)
 Finally I got my MAC code, but only because when I ordered it again on 14th July, I didn't trust them to place the order. So I rang back later, and said I had been asked to ring back and enquire about the MAC code, hey presto they gave it to me there and then! Proving they can give it to you it's just they will try any thing to make life awkward!
Norman(28/07/2008 22:58:02)
 I've been trying to get my MAC for well over a month now and the pathetic cutomer services will not respond. They telephoned me and left a message then emailed me back to ask me to confirm my security details which included providing them with my - wait for it - telephone number and email address. Still no joy after 5 weeks and not even a reply to my emails. I was supposed to be on a £6.50 a month package but every month they charge me a different amount, anything from £9.99 to £21.80 and they havn't explained that either. Time to leave.
R H Sessions(14/07/2008 15:57:58)
 Pipex refuse to give me my MAC code. I rang on 4th July and was told it had to be requested by e-mail by them which they would do, in fact I had to sit and wait for Adrian to type the e-mail. I rang again today 14th July to say it had never been requested, and once again had to be ordered from BT via e-mail!!
Peter Baker(04/07/2008 16:03:16)
 Pipex (aka Tiscali) are an absolute disgrace! Thursday 26th June 2008 phoned Pipex to say that I was moving house on 16th July. They said that they would have to cancel my account at current address and open new account at new address oh and by the way it would be another 12 month contract AND it would not be live until 17 days after the move. Not knowing the best strategy I told them to go ahead. After thinking about this the next day I decided that this was an unacceptable delay and I could not be without broadband for this long. So decided I would move from Pipex to BT, who told me to just ask for a MAC code. (Also I would suffer having to pay Pipex for the remainder of my contract til 7th Nov 2008). 27th June rang Pipex to get MAC code and was told it could not be provided as my line was in a status of being cancelled. They told me to get back on to the Home move dept and cancel the cancellation and then a MAC code could be provided. Also rang the number at the top of this page to get advice (0800 531 6395) and was told that the best strategy was to cancel the cancellation. Monday 30th June rang Pipex Home move dept and asked them to cancel the cancellation on the pretext that my house move had been put on hold. Rang MAC code people and was told that could not give code until line was cleared of tags and my line declared 'live'. It would take between 24 and 48 business hours. However they would escalate it. Wednesday 2nd July rang MAC people at Pipex and was told that line was still in cancellation pending mode however they would escalate it and ring me when it had been done. Checked my statements on-line and found out that £54+ had been put through on my Direct Debit for the cancellation - understood that this might happen but not amused. Friday 4th July rang Mac people at Pipex and was told acount still in 'cancellatiuon pending mode' however they would escalate it and ask for my MAC code to be sent immediately the cancellation had been lifted which would take 5 working days!!!! but they had no idea how long it would take to cancel the cancellation. When I pointed out that the original cancellation had taken effect immediately but that it had taken over a week (so far) to be lifted nobody can give me a satisfactory reason. They also told me that the reason it takes 5 days for the MAC code to be generated because they have to wait for BT to do it! They also said that my MAC code was only valid for 30 days and only for my current address. I have also just checked my Pipex statement on-line and guess what? - they are mysteriously unavailable! Meanwhile I have had a number of patient calls from BT asking if I had my MAC code yet and they cannot believe what has happened but cannot suggest what to do. SO WHAT DO I DO NOW? I am moving house on the 16th July and taking my telephone number with me. Potentially I could now be without Broadband for over a month at my new address. The whole system seems to be flawed and Ofcom really ought to get to grips with this ludicrous system. IT ALL OUGHT TO BE TRANSPARENT SO THAT WHEN YOU MOVE HOUSE YOUR BROADBAND AUTOMATICALLY GOES WITH YOU WHOSOEVER IS THE PROVIDER!!!! Pigs might fly - I am desperate can anybody suggest what to do PLEASE?.
Mandy Tomkins(04/07/2008 10:39:19)
 The service received from Pipex is an absolute load of rubbish and I have had to request the MAC cose three times now and still nothing. I now have no broadband for almost 2 months. The phone and broadband is rubbish and trying to leave them is also a nightmare!!
David Bradbury(30/06/2008 16:11:16)
 What a complete nightmare. PIpex lost my payment details, failed to collect and then ceased the broadband (all while I was on holiday for a couple of weeks). They admitted it happens quite often. I paid the amount outanding - but before they said they wouldnt issue a refund for the time they disconnected my broadband. Ive now got to wait for them to cancel the cease service as they said they cant issue a MAC until they correct their mistake. Im so pi55ed off with their incompetent script reading morons. I spent nearly 2 hours on their extortionate 0871 numbers being charged for doing my head in. Grrrrrr.
Ron Manuel(27/06/2008 07:36:15)
 I requested a code from Pipex on the 16th Junem and was told that it would be sent within 5 days. It has never arrived. I phoned to check what had happened and was told that the code had "failed", but no-one had thought of telling me. So, why does the code "fail"? What can I do to expedite getting a code from Pipex?
b wolson(26/06/2008 20:12:43)
 i have been with pipex for several years but the last six months has been a nightmare when i ring up i am told that i am on one package only to be told by another person i a on anot her i asked to cancel and they say i owe £59 which i strongly dispute having been messed about from one department to another i just paid up just to get my account from being suspended so i can get my mac code and get away from pipex
Iain Lamb(18/06/2008 11:21:13)
 After finding this site called for MAc. Misunderstood options and went round phone loop. Should have stayed on option 1, cancelling account. Spoke to very helpful operator who asked for reason and asked if cheaper offer would keep me with Pipex. MAC arrived in post and by phone. Pipex have been very helpful, more so than the alternatives I've spoken to (Talk Talk). Now thinking of staying with them.
Shaun(03/06/2008 16:53:41)
 Pipex are a disgrace! they have over charged me for 6 months, when i called in to get a refund they cancelled my account! when i called in to get my MAC code they told me they wouldn't give me it, as i didn't have an active account??? now i don't have a cod eto give to Sky for my new service! any ideas anyone?!
Mark Cole(15/05/2008 17:06:52)
 I have requested a mac code from Bulldog(had to put pipex in your selection) got this but every ISP i try to migrate to says it's invalid but bulldog say it's valid. MAC Code MAC: LYTH0912011/GF02I EXP: 01/06/2008 Phone number xxxxxx Ofcom where useless they said Bulldog done no wrong because they gave me a mac code.
Rebecca(06/05/2008 09:53:59)
 Pipex have been brililant on providing MAC codes, asked twice (due to AOL's incompetence and they've provided them within 2 days. The call centre is a bit rubbish, had to wait to get through to a rep, but it was painless after that.
Andy Nickson(29/04/2008 10:33:40)
 Pipex service is dreadful. I requested a MAC code on the 18th April and still no sign of it in the post. So called the 0871 222 6366 and option 1, guess what the operator had our MAC code on screen and gave it to me there and then. Will be running away from Pipex like my hairs on fire!
Martin Leach(26/04/2008 19:08:42)
 After a couple of years of poor and unreliable service from Pipex, I rang them on Weds 16th April for my MAC. After an unsuccessful attempt by them to encourage me to stay on, they finally gave up and told me that I would be receiving it by post within 5 days. A couple of days later, they rang me up and gave me my MAC over the phone. On 25th April (9 days after my initial request) I received the promised letter from Pipex with the MAC. I can't grumble with the service as I surprisingly received the code within a couple of days but I can't help thinking that if I wasn't around to receive the phone call, The letter would have been very late in arriving. The service that Pipex provides in supplying a MAC to it's customers seems to be as inconsistent as it's broadband service.
John Maloney(23/04/2008 09:15:19)
 Getting a MAC from this bunch has been a nightmare. First I wrote - ten days later:no reply - they say letter never received (hah!) then a tour of SIX different 0871 numbers with lots of nice waiting time. Eventually the "right" number and no one answers! Finally got through another day and that went OK now waiting for the 5 working day MAC (holding breath)All this has taken 2 weeks (and counting)For all I know of course the others might be as bad...
david banks(22/04/2008 11:26:24)
 I requested a Mac code on Monday 14th April. I still have not received it after6 working days. When I telephoned I was told that BT had told Pipex that my line wasn't in operation (how had I called them?) The person to whom I spoke said that she could not put me in contact with the dept. that asked for the Mac code and did not know how they got it!!
Christopher Quigley(16/04/2008 13:49:04)
 I have requested my MAC code several times to which no reply. I phoned and was told they could not access it. What do I do now?
carly davis(04/04/2008 09:59:16)
 This service is appaling!! Nobody will answer the phone line it gives u to ring as i know as been trying for the last 5 days and will also be charged for it which i find terrible. Don't bother with them!!!
Mark Spanner(06/03/2008 10:27:55)
 Thank you to Mac code - I have just requested my MAC from Pipex and so far it has been relatively painless. Once I got through the automated message actually tells you that they have to supply it within 5 working days - hurrah. Chap on the phone was helpful - talked me through the process & explained that the account should cancel when the MAC is used but advised to ring to check with them. Was then passed to a supervisor to confirm the MAC request - they also went through the process and conditions. Then back to the advisor just to clarify - job done. Hopefully the process will be painless when I get my MAC code - I will post again to let everyone know. Just to say why I am leaving Pipex - I am fed up with having my 8MB service throttled back to below 1MB in the evenings. Also I have an outstanding issue with them - my webspace is not working. 6 weeks later (3 emails to/from them) and still no resolution! Very poor customer service in that area.
Ray Haswell(04/03/2008 12:54:37)
 The telephone number provided only asks for an 0871 222 6366 number. Please update your site.
MacCode: Thank you. Updated