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  Reply # 1243249 20-Feb-2015 19:09
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worst case scenario is that you're on a prepaid and run out of data (this is my friend case) and imagine the your BigPipe is down as well. 

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  Reply # 1243254 20-Feb-2015 19:20
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LittleGiant: worst case scenario is that you're on a prepaid and run out of data (this is my friend case) and imagine the your BigPipe is down as well. 

Then you'd pick an Internet provider that has a Helpdesk with an 0800 number, that can be called from a mobile. Perhaps your friend chose the wrong ISP?




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  Reply # 1243264 20-Feb-2015 19:29
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LittleGiant: worst case scenario is that you're on a prepaid and run out of data (this is my friend case) and imagine the your BigPipe is down as well. 


Even then you're never far from a wifi phonebox, someone else with mobile data, your friendly neighbours wifi , a cafe with free wifi etc

Getting access to the Internet is really not that hard these days

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  Reply # 1243271 20-Feb-2015 19:48
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If you cant get to email the ISP because you are out of data on your mobile, that is not really a fault of the ISP is it now?

I hate to think how much money ISPs waste on 0800 calls from mobiles for people that are forced to call because of useless email support.

And when they dont take 0800 calls from mobile (because its a ripoff) that generates even more complaints from people that are paying to call and listen to dave bloody dobbin and other crap music on hold.




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  Reply # 1243333 20-Feb-2015 22:05
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Recently switched to Bigpipe, email only support has been excellent so far, speedy response.

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  Reply # 1243349 20-Feb-2015 22:47
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I've been on Bigpipe and have continued to recommend them, they're excellent.

Ask your friend to do themselves a favor by first of spending a little bit of money and getting a master filter installed, have a decent router and then you will more than likely never have to email them.

I can't remember the last time I have ever had to contact an ISP (personally) but Bigpipe appeals to those who normally don't have to contact their ISP. If your friend is phoning them up saying things like "my WiFi is slow and it keeps dropping out" then Bigpipe is not for you, if they also phone up saying "my router keeps dropping, I have 15 jackpoints and VDSL and don't want to pay you any more for a fix" then Bigpipe also isn't for you. For Bigpipe to be for you then you need to have a clear mind, be willing to do troubleshooting steps yourself and even be willing to spend a little momey to ensure you have the best connection possible.

Just my 2c.




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  Reply # 1243645 21-Feb-2015 13:05
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NonprayingMantis:
networkn:
Handle9: At the end of the day that is their business model and it seems to work for them, and it works for me as a customer. 

The one thing they could do to improve the support would be have a network status page for the occasions where they have outages. It would have saved me a bit of pain when they had the dns issue. Saying that the email support was good then, despite it affeting lots of their customers..


I am not a customer but it seems odd an online only service provider wouldn't have an online outage indicator.


They do. I've seen it.


Given we pretty much offer just broadband it doesn't necessarily make sense to have a whole page dedicated to outages.

In saying that, when we do have issues (the DNS one earlier this year) we update the top of our support page with a notification as soon as we realise. It's simple but works.




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  Reply # 1243748 21-Feb-2015 16:12
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Flickky:
NonprayingMantis:
networkn:
Handle9: At the end of the day that is their business model and it seems to work for them, and it works for me as a customer. 

The one thing they could do to improve the support would be have a network status page for the occasions where they have outages. It would have saved me a bit of pain when they had the dns issue. Saying that the email support was good then, despite it affeting lots of their customers..


I am not a customer but it seems odd an online only service provider wouldn't have an online outage indicator.


They do. I've seen it.


Given we pretty much offer just broadband it doesn't necessarily make sense to have a whole page dedicated to outages.

In saying that, when we do have issues (the DNS one earlier this year) we update the top of our support page with a notification as soon as we realise. It's simple but works.


 

Evidently not given that I didn't know that you did that and I didn't notice it during the DNS outage. I wasn't aware that a whole web page was so onerous to provide....

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