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Problems with Pipex - service cut between 5pm - 11pm every night

I have been having problems with my pipex service providers. Between 5pm and 11pm every night i am unable to access certain sites on the internet mainly chatrooms. I complained 2 months ago and was told it was a problem they were trying to deal with and called it service trafficing or something similar. This had to do with sites being prioritised, they said they were trying to fix this problem. Two months later and endless phone calls of complaints - this is an on going phenomenon. I was sent an email to fill in with technical details, however the language was too technical, yet i filled up what i could. It transpires my information was inadequate but they didnt bother getting back to me explaining this. They just ignored my problem.

Nevertheless, it has been implied that if i cant get the necessary information they can do nothing to help me. I got as much information as i could from the various sites i had problems with, and have sent it to them, but yet they have not contacted me or fixed the problem. They have also implied that if they cant find out what is wrong - i am stuck with this inadequate service. I said i would therefore try another provider, but i have just taken out a 12 month contract , i was told i would have to pay up to 10 months rental charges. Is my problem an isolated incident or is it happening to anyone else, and any suggestions as to why this inadequate service may be happening.
 
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