I've never had an issue with BigPipe support. The one time I had an outage they took care of it quite quickly.

quickymart:

 

Chat or e-mail is an option as well.

 

When I tried to chat them, they said it's just for those who are trying to connect to Bigpipe/those with billing issues.

Email support as discussed by OP is slow. If response time is fast on FB, then all other communication channels should be just as fast.

Interesting.... at that moment when I posted https://www.bigpipe.co.nz/faq/faq-my-account/how-do-i-leave-bigpipe link it was saying 1 business day notice.

Now it says 5 business days.

I guess they are taking feedback on board after all! just wrong part of the feedback LOL

sounds like I won't be going with BigPipe when I look for a UFB provider next week...

voy1d:

 

sounds like I won't be going with BigPipe when I look for a UFB provider next week...

 

So who is good? I went BP 18 months ago and have been nothing but impressed. Before that was with Snap which got screwed when it was taken over by 2Degrees. if BP have reintegrated with spark, then who is a better alternative? Chch area.

voy1d:

sounds like I won't be going with BigPipe when I look for a UFB provider next week...

I didn't say you shouldn't use them. 

All screw-ups happen because of the people who don't do good job. People are being people everywhere. I just decided for myself that ISP with email only support is not for me. So I disconnected and shared my experience with you guys. So that you could also make a better choice.

Their internet was fine. The only question remains are you happy to wait for someone to reply to your email for unidentified period of time or would rather had a dialog ;) I'm not. But that is everyone's personal choice.

For me how I rate a company is how they deal with a situation when it goes badly.

I lost all faith in 2degrees when they acquired Snap and proceeded to have significant outages shortly after acquisition. It wasn't the outages, it was the fact they had their head in the sand about the issue and it wasn't until a month later they admitted an issue existed.

The issue here is that BigPipe started well with a great presence on GP Forums, /r/newzealand and geekzone. This presence has disappeared and I've heard of a number of complaints in other places about the support.

It doesn't mean I won't use BigPipe, but in deciding who I go with it affects where I rank them. (which is still pretty high because of the one off charge for a static ip)

I switched to Skinny from BigPipe the other day. Skinny are using the same network and provide phone support for an $11 discount. $68 vs. $79. Zero difference in network performance.

UHD:

 

I switched to Skinny from BigPipe the other day. Skinny are using the same network and provide phone support for an $11 discount. $68 vs. $79. Zero difference in network performance.

 

Are they doing real IPs at skinny now? Because the one off static cost was a huge plus for bigpipe for me.

voy1d:

 

For me how I rate a company is how they deal with a situation when it goes badly.

Take a look at Voyager then. They're a great ISP. But just bare in mind that all ISP's can stuff up due to the complex nature of running one. Leading up to Christmas you're going to experience a bit of stuffing around from any ISP. I know many people who have had great service from BigPipe so don't let one negative experience persuade you from joining if you were going to.

Also remember, BigPipe and Voyager offer no contract plans so you're free to leave if you so desire. I've been with BigPipe for years and never really have to contact them. When I do, they're normally quite quick at resolving issues for me.

Yup, which is why they are still near the top of my list. No Contract, One off static IP cost, Grabone voucher. They also answered some email queries about the install (e.g. greenfields development so no scoping visit required) very quickly.

So my comment about looking elsewhere probably sounded a bit brash, but it is a bit concerning about the theme of support issues (not just commented here but elsewhere).

Have been with them for a year after hearing good things about them here. Requested for a move approx. 6 days in advance and did not receive any communication from them until the day of the move when I pinged them. To my shock, the Fiber install date at the new place, which is a apartment with Fiber in the building already, is almost 7 weeks later. They offered a temporary DSL connection (scheduled to be activated 5 days after the move) but are unwilling to loan a modem until then. Their responses are just copy-paste of their policies on their website without factoring in the inconvenience and their slip-up in not ordering a connection or sending any comms on the day I requested a move.

Expected better comms from an internet-only company. Does anyone have a recommendation for temporary internet. The building has Freedom wireless but they seem dodgy as hell.

melv1nratedr:

 

Have been with them for a year after hearing good things about them here. Requested for a move approx. 6 days in advance and did not receive any communication from them until the day of the move when I pinged them. To my shock, the Fiber install date at the new place, which is a apartment with Fiber in the building already, is almost 7 weeks later. They offered a temporary DSL connection (scheduled to be activated 5 days after the move) but are unwilling to loan a modem until then. Their responses are just copy-paste of their policies on their website without factoring in the inconvenience and their slip-up in not ordering a connection or sending any comms on the day I requested a move.

 

Expected better comms from an internet-only company. Does anyone have a recommendation for temporary internet. The building has Freedom wireless but they seem dodgy as hell.

 

@melv1nratedr A move should be minimum 10 business working days notice this is also advised on the Bigpipe website and all other ISP sites

https://www.bigpipe.co.nz/faq/faq-my-account/what-do-i-need-to-do-to-move-house

Linux

melv1nratedr:

 

Have been with them for a year after hearing good things about them here. Requested for a move approx. 6 days in advance and did not receive any communication from them until the day of the move when I pinged them. To my shock, the Fiber install date at the new place, which is a apartment with Fiber in the building already, is almost 7 weeks later. They offered a temporary DSL connection (scheduled to be activated 5 days after the move) but are unwilling to loan a modem until then. Their responses are just copy-paste of their policies on their website without factoring in the inconvenience and their slip-up in not ordering a connection or sending any comms on the day I requested a move.

 

 

 

Expected better comms from an internet-only company. Does anyone have a recommendation for temporary internet. The building has Freedom wireless but they seem dodgy as hell.

 

Expecting *any* RSP to have a new fibre connection up and going within 6 days is a totally unrealistic expectation. Install times even in MDU's which are ready for provisioning can be a minimum of several weeks as build work can still be required to get to apartments.

In most cases you'd even struggle to get xDSL connected within 6 days unless there was an intact existing voice line that you could provide the ASID for it to be provisioned on.

The only time 6 days is even close to doable for UFB is if there was an existing intact ONT in place and you could provide the serial number.