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Topic # 196100 19-May-2016 09:56
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Has BigPipe support got worse or is this normal?..... 

 

No internet since 10:30am Wed 18 May, this is incredibly frustrating its been 20-21 hours or more since we put in a support ticket we get two generic messages but no actual support response for 7.5 hours then we get a response... We do what's asked send back the info that's required and now 11 hours later we get another generic message (We are currently experiencing an increased number of questions from customers. We're sorry we haven't gotten back to you within two hours as promised. Your query is being treated with priority and we'll get back to you as soon as we can), generic messages don't give me much satisfaction (especially the second time around) that this issue is being dealt with in a satisfactory manner, it's like hanging in a call queue then being disconnected you go back in the queue hoping that this time it wont take as long.

 

The time frame and the point BigPipe is making "We are currently experiencing an increased number of questions from customers" simply tells me BigPipe must have a lot of problems within their network if it takes this long to deal with one customers questions and or issues.

 


I have two UFB accounts with BigPipe we had an issue with our other account a month or so ago, support time was questionable taking over 12 hours before we got a response and a resolution, but this goes beyond questionable. Sorry BigPipe normally we wouldn't go to this extreme but I am sure you can see where our frustration starts to boil over.


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  Reply # 1555392 19-May-2016 10:34
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Whats your issue?
Normally support requests are prioritized. "Service Impacted" queries are answered first.

 

I'll admit it can be a little frustrating, but when I've used their support system it worked alright.


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  Reply # 1555396 19-May-2016 10:40
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hey, sorry to hear that.  sounds like something's gone a bit wrong there somehow.  

 

even when we're busy, connection issues still get priority and should get a response in less than 2 hours (usually much faster)

 

Can you please PM me the email address you use for your account and I will follow up with the team and try and see what's happened.

 

 

 

thanks.





www.bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

 
 
 
 


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  Reply # 1555583 19-May-2016 13:40
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@Dairyxox network connection wasn't authenticating and internet light was out on the router, I can appreciate your comments that the support system works ok, when I first signed up support communication was superb which is why I questioned about the support getting worse.

 

@BigPipe, thanks for the offer to look into this, my flatty got a response from support about 20 mins after I posted this he has got it going again not sure what it was I haven't spoken in depth with him, however the issue aside which wasn't the frustrating part (well it was but not in hindsight) it was the time it took to get the initial and follow up responses that led me to this post.

 

As I said in my initial post we wouldn't normally go to this extreme I would think we are quite patient but even patience has its limits. 


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  Reply # 1555601 19-May-2016 14:03
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JAGGZ:

 

@Dairyxox network connection wasn't authenticating and internet light was out on the router, I can appreciate your comments that the support system works ok, when I first signed up support communication was superb which is why I questioned about the support getting worse.

 

@BigPipe, thanks for the offer to look into this, my flatty got a response from support about 20 mins after I posted this he has got it going again not sure what it was I haven't spoken in depth with him, however the issue aside which wasn't the frustrating part (well it was but not in hindsight) it was the time it took to get the initial and follow up responses that led me to this post.

 

As I said in my initial post we wouldn't normally go to this extreme I would think we are quite patient but even patience has its limits. 

 

 

 

 

Glad you are up and running,  but I would still like to get your email address if you wouldn't mind so I can review the case and see what happened.  

 

Could be a broken process or simple human error, but either way would like to try and fix it so it doesn't happen again.

 

 

 

 





www.bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

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