I have used Pipex for 7 months now and this is (only) the second issue that I have had.
Support in my experience can be a bit iffy and some of them have talked to me as though I'm something that they have trodden in earlier and I've emerged from under their shoe.
Be aware though that you will be committed to 12 payments full stop. Even if the service is crap you have signed up for 12 months. The monthly direct debit will be set up to come out of your credit card account and once it is set up, only Pipex can instruct the bank to cancel it, not you. Seems remarkable when it's your bank account but that's fact. It will cost you £58 to cancel it early if you wish to.