Customer Updates

posted 25th January 2010

Our call centres

We have now resolved our technical difficulties at our call centres and agents are able to handle queries as normal.

posted 3rd December 2009

Pipex Customers - Re-introduction of 17.5% VAT rate from 1st January 2010

What is happening?

On 1st December 2008, the Chancellor reduced the VAT rate in the UK from 17.5% to 15%. This reduced rate was applied for 13 months only and on Friday 1st January 2010, the VAT rate in the UK will return to 17.5%. Pipex passed on the 2.5% VAT reduction to all its customers during this time. We will be applying a 17.5% VAT rate to all bills from 1st January 2010.

What does that mean for you?

All bills generated on or after 1st January 2010 will have VAT applied at 17.5%.

Will your bill show the new 17.5% VAT rate?

Yes - all bills generated on or after the 1st January will show a VAT rate of 17.5%.

Will this policy cover all Pipex’s products and services?

Yes. All Pipex products and services subject to VAT will have a VAT rate of 17.5% applied as standard.

Some of my services are billed in arrears - will I pay 17.5% or 15% for these?

Any charges on your January bill for products and services supplied before the 1st January 2010, (such as calls you made in December 2009) will be billed at 17.5%.

What VAT rate will be applied to products and services that are paid for in advance?

If you have received a bill that was generated before the 1st January 2010 for products and services that will be supplied in January, the VAT charge will be 15%.

If you have received a bill that was generated on or after the 1st January 2010 you will be charged 17.5%.

Will business customers pay the new VAT rate?

Most business customers will not be significantly affected by the rate change as they can reclaim their VAT charges. However, there are businesses (e.g. those not registered for VAT and charities) that will be affected by the rate re-introduction.

posted 24th April 2009

All Customers - Download a Pipex UK giro slip in .pdf format here.

Posted 04th September 2008

Ex-Bulldog Customers: Activation of E-billing with Pipex UK Limited

The following update only applies to former Bulldog customers who were migrated over to Pipex UK Limited in July 2008.

E-Billing is a secure, quick and reliable way to receive your monthly Pipex bill. In order to be able to view your e-Bill, you need to first activate your account.

How it works:

Each month we’ll send you a ‘bill notification email’ to your contact email address, as soon as your bill is ready to view. From this you will be able to log into the online billing section of the Pipex UK Limited website.

Please activate your e-billing account today if you have not already done so. It will just take a few minutes to do. The activation process does differ for Direct Debit and Non-Direct Debit customers, so please refer to the appropriate instructions depending on your monthly bill payment method.

Activating your E-Billing Account – Direct Debit Customers

We’ve set up an e-billing account on your behalf to make the whole thing really easy.

1. Click on the 'Online Billing' button on the www.pipexuk.com homepage.
2. Click on the ‘If you have forgotten your password and/or username’ and fill out the short registration page. (It’ll be useful to have your bank account number and an old Bulldog bill to hand for this). You will be asked for your new Pipex UK Limited account number. This will be your OLD Bulldog account number but if it started with a 10, replace this with 30. if it started with a 20, replace it with a 31. e.g
   
   10XXXXXX becomes 30XXXXXX; 20XXXXXX becomes 31XXXXXX. This is your New Pipex UK Limited account number and will be confirmed on all your bills from now on.
   
   
3. Make a note of the unique ‘username’ we have assigned to you and reset your ‘password’ to something you will remember.

Once you’ve activated your account, please log on with your ‘username’ and new ‘password’ and check that the email address we hold for you is up to date and correct.

Once you’ve finished the above steps, your new account will be activated and you’ll be able to view your latest bill straight away.

Activating your E-Billing Account – Non-Direct Debit Customers

All customer who pay their monthly bills by any method other than Direct Debit were recently sent an email detailing how to activate your e-billing account. If you have not yet already done so, please follow the instructions in that email to activate your account.

Once this has been completed you will be able to view your bill online.

Contact us:
In the event that you experience any difficulty with the e-billing account activation process, please call the Customer Support Team on 0871 663 3300 and we’ll be happy to help.

* Calls are charged at 10p per minute from a BT landline or at 5p per minute on a Pipex line. Call charges from mobiles and other providers may vary.