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3 posts

Wannabe Geek


Topic # 204631 10-Oct-2016 16:11
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If you work for bigpipe please read the below, you need to improve your service and procedures on your end.

 

I have been with Vodafone for about five or six years and based on the Google HD verified and NZ ISP speed reviews I decided to switch to Bigpipe.

 

Well as it turns out, this was a complete waste of my time and a lesson learned in poor customer service and unauthorised credit cards charge attempts.

 

Signed up for UFB at the beginning and paid the $49 fee.

 

After three to four weeks it was clear that I am not going to get UFB due to consent issues, I requested bigpipe to enable VDSL.

 

Instead of a response I received several unauthorised credit card charge attempts, no apologies. Pretty disgusted by the very slow responses and the way they handled my connection case and

 

the way they handled payment I cancelled.

 

Three days after I requested a cancellation of the service that has not even started I was told

 

---------- 8< ----------

 

"We can certainly cancel your order if you wish, but we won't be able to refund you the connection fee.  This is because time and effort has already put in to getting you connected.

The way we charge our customers is all explained in the terms and conditions on our website.
"

 

---------- 8< ----------

 

They have not connected me yet, and so desperately want to hang onto the $49.

 

Pretty disappointed with bigpipe, now I will sign up with another provider and send them my $5-6K which is what the next few years of connection will cost me. 

 

 


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  Reply # 1648611 10-Oct-2016 16:19
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Don't they do VDSL? I would have thought they would only charge you the connection fee once it was connected. eg it is a 'connection' fee, so the service covering that fee would be a successful 'connection'.

 

Also they are a member of the TDR aren't they? Their parent Spark company is. So you could contact them if you are now at a deadlock. Maybe they could transition you to Spark for VDSL.


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  Reply # 1648613 10-Oct-2016 16:20
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Yes they do clearly state the $49.00 is non-refundable and UFB consent does also take quite a while to process. Also, 2 orders can't be opened on the same address (Chorus limitation) so they'll need to cancel your UFB connection to connect VDSL.

 

There are workarounds however @joshbigpipe can explain further. Changing ISP's will NOT speed up your UFB installation.





 
 
 
 


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  Reply # 1648617 10-Oct-2016 16:22
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michaelmurfy:

 

Yes they do clearly state the $49.00 is non-refundable and UFB consent does also take quite a while to process. Also, 2 orders can't be opened on the same address (Chorus limitation) so they'll need to cancel your UFB connection to connect VDSL.

 

There are workarounds however @joshbigpipe can explain further. Changing ISP's will NOT speed up your UFB installation.

 

 

 

 

 

 

The question is probably was the fee disclosed to the consumer when they signed up, and were they told if the connection didn't occur due to it not being possible, whether they would still need to pay it. Is it actually a cost that they were charged for by Chorus?

 

I would have thought though that this could have been settled without a disgruntled customer posting here.

 

 


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  Reply # 1648619 10-Oct-2016 16:28
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mattwnz: The question is probably was the fee disclosed to the consumer when they signed up, and were they told if the connection didn't occur due to it not being possible, whether they would still need to pay it.

 

I would agree if it was not possible however by the OP it doesn't sound like it is simply "not possible" - there is another side of the story here. Lets not jump to conclusions early on.





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BigPipe

  Reply # 1648620 10-Oct-2016 16:28
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Hey, thanks for your feedback on this - we'd like to review this case, so could you please PM me the email address you use for Bigpipe? 

 

A few things to note: the $49 connection fee is payable upfront when you sign up to Bigpipe. Your card is - or should be - charged for this as soon as you finish the sign-up process. This is clearly stated on our website, in our terms and conditions, and in our sign-up flow. 

 

We don't start your monthly billing until we can see an active connection. 

 

Once you've PM'd your email address we'll look into your case so far and provide further comment here as appropriate. Thanks again. 





www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 


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  Reply # 1648699 10-Oct-2016 18:52
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michaelmurfy:

 

Yes they do clearly state the $49.00 is non-refundable and UFB consent does also take quite a while to process. Also, 2 orders can't be opened on the same address (Chorus limitation) so they'll need to cancel your UFB connection to connect VDSL.

 

There are workarounds however @joshbigpipe can explain further. Changing ISP's will NOT speed up your UFB installation.

 

 

You can have in-flight copper and fibre products consecutively, just can't have two orders on the same ASID (your copper and fibre products will have separate ASIDs). We have several customers with multiple Chorus products at the same address.

 

Consents are well known to be the worst part of any fibre process. There's plenty of media coverage, press releases from Chorus to indicate this.




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Wannabe Geek


  Reply # 1648885 11-Oct-2016 08:33
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To those of you who work at bigpipe and do a good job, good on you, and well done, really !
But your support system is completely broken as this episode proves it.

Update:
=====

I can not believe how incompetent some of the bigpipe support people are, listen to this.

1. I cancelled with them yesterday !
2. Yesterday a Bigpipe rep in an email asked "are you sure" ?
3. Customer, me, "Yes I am sure !"
4. *This morning* I get an email that they tried to take payment from my credit card again ? What the hell ?
This credit card on purpose has a low value hard limit set with my bank to avoid unauthorised payments.

I knew I can not get fibre easily due to consent issues, and I counted on switching to VDSL that is not the issue !
Shocking poor customer service is !
Unauthorised CC payment attempts also are, especially when the amount they tried to deduct is not what we agreed on.
And after I quit bigpipe still try to take my money, and sending me emails that we could not take more money off you !

Anyway, I signed up with another ISP last night, and there is no way in hell I recommend bigpipe due to their customer service to anyone.

For the people who try to help on this forum, thank you !
I will PM you.

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  Reply # 1648887 11-Oct-2016 08:40
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Sounds odd. As mentioned above, there will be two sides to this story. Why would they be trying to take payment from you when you have no connection?

 

FWIW, my experience with BigPipe and their support team has been exemplary. I don't have much need for support, but the times I needed to contact them before connection, they were on to it and replied in plain English to the specific questions I had asked (rather then rote, by the book generic answers).


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  Reply # 1648947 11-Oct-2016 09:39
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Would seem odd they are trying to deduct payments for a service that has not been provided.

 

After googling for 2 seconds I found this: http://pages.bigpipe.co.nz/terms-conditions-for-49-connection-fee/

 

Key extract:

 

If you decide to cancel your Bigpipe Broadband order, through no fault of ours or the installer you will not be entitled to a refund of the $49 connection fee.

 

So its probably quite fair they have already spent more than that and due to conditions outside of their control you can't get consent - so they keep the $49.

 

I found my UFB ordering, consent and installation all went by the book - likewise, Bigpipe billing only started once the service was active several months after signup.

 

What amount did they try and take from your credit card *this morning*?

 

Maybe the installation fee for VDSL? ie $49? Which they have tried to take when you decided you now need VDSL and has bounced because you have your credit card locked up? So the VDSL signup has effectively been blocked by you?

 

I am guessing - but if you had tried to then get VDSL installed its maybe a new connection and a new charge? That would seem fair to me.....





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  Reply # 1648977 11-Oct-2016 10:23
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UFB can take months or even years to get connected. Impatience doesn't seem like a valid reason to get out of the contract, however provisioning xDSL as an interim solution seems reasonable.





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  Reply # 1648987 11-Oct-2016 10:35
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I'm still quite lost here.

 

Bigpipe charge a $49 fee which is pretty clear in the T&C is charged regardless of whether you're actually connected. Based on your comments so far you seem to be objecting to paying this. Is this correct? Or is this another charge? If you had cancelled your UFB and then lodged a new connection for VDSL2 it would seem quite reasonable that you would pay another $49 fee.

 

 

 

 

 

 


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BigPipe

  Reply # 1649112 11-Oct-2016 12:20
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We've reviewed this case, and because you weren't able to get your UFB connection in the first instance and because you no longer want VDSL we have agreed to refund your connection fee, and we'll stop attempting to take payment for the modem you ordered. 

 

However, I'd like to make the following points about our service:

Bigpipe is a service that requires you to have an active credit or debit card (such as a Visa Debit or even a Prezzy card). We charge this card for the service. This is very clearly stated in the sign-up flow and in our terms and conditions.

 

Bigpipe does not accomodate any other payment methods apart from credit or debit cards. We do not accept automatic payments or direct debits from your bank account. 

 

Bigpipe takes a connection fee at sign up. This too is clearly stated in our sign up flow, on the front page of our website, and in our terms and conditions. This goes toward covering the work our agents do as well as Chorus connection charges. 

 

We always ask customers if they're sure they want to disconnect from our service, in case they've done it by accident, or there's something we can help them with that may mean they no longer wish to disconnect, which is fairly often. 

 

In this case I am entirely satisfied with the efforts of our customer care team. They've done their best to get you connected, and unfortunately some of the your requests could not be accommodated by the previously mentioned limits of our service. We wish you all the best with your service from your next provider. 





www.bigpipe.co.nz

 

https://www.facebook.com/BigPipeNZ

 

https://twitter.com/BigPipeNZ

 


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  Reply # 1649117 11-Oct-2016 12:29
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So the payment was for a modem the op ordered but left out of his description of the situation for reasons unknown.

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  Reply # 1649122 11-Oct-2016 12:38
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I'm liking Josh's response and its wording.

 

 

 

Clearly there was A LOT more going on here which the OP has neglected to mention.





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Wannabe Geek


  Reply # 1649126 11-Oct-2016 12:48
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"In this case I am entirely satisfied with the efforts of our customer care team."

Would you be satisfied if you cancelled a service and the service provider already confirmed via email that they acknowledge your intent,
and they confirm the cancellation!
Then, next they go ahead an try to charge your credit card for a modem anyway ?

Is this what you call "entirely satisfied" ?

As a customer I am certainly not even close to call this a "service".
I think we agree to disagree here.

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