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1786 posts

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Topic # 193773 23-Mar-2016 18:43
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A bigpipe rep told me to use an alternative address to sign up, due to their sign up system not showing services available at my address.
I thanked the rep and did exactly as they said, including confirming my correct address with said rep when it was done.
My connection changed to Bigpipe hours later. Unexpected, but brilliant.

I supplied Bigpipe with my correct billing address via chat at signup, and they managed to connect me correctly.
I asked via chat 2 weeks ago for my billing address to be corrected, I even supplied a transcript of the original chat. I was assured it would be fixed.
It's now a month since I signed up, and it still hasn't been fixed. so now I have a bill with the incorrect address on it.

Bigpipe were excellent at signup time, and fixed my connection smartly when I couldn't connect originally. But this seemingly simple problem remains unsolved.

Location: Dunedin

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  Reply # 1518632 23-Mar-2016 19:46
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have you emailed their support?

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Uber Geek
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  Reply # 1518662 23-Mar-2016 20:59
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Sorry, yes. The exchange 2 weeks ago was via email, not chat as I wrote.

I was left with a definite feeling that there is a reasonable level of incompetence for anything not related to connections.

Location: Dunedin


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  Reply # 1523302 31-Mar-2016 13:05
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Just following this up - it should be all fixed now. Sorry about the time it took to get this changed, normally it's a really simple, quick process, but something went awry in this case. We'll be reviewing the process to check for problems and if there's anything we can improve to prevent this happening in the future.


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  Reply # 1523474 31-Mar-2016 17:46
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Well it took a rather short email to make it happen. But thank you, I'm glad its sorted, and I do appreciate the followup.

In all the really important areas, Bigpipe have been great.

Location: Dunedin

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