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12 posts

Geek
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Topic # 224371 15-Nov-2017 09:13
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I used to be a happy customer for roughly 3 years with Bigpipe. It works when it works unless when it doesn't, right? =)

 

Last week we had Chorus minivan across the road doing some work 4 days in a row including late evening and weekend. During their work my internet was down intermittently which is fine because every time they left the site my internet was working. Last time when Chorus left the site my internet remained down and stays down right atm. Optical Indicator on ONT is solid red which indicates line problem.

 

But this post is about Bigpipe.

 

If you have a connection problem we'll get back to you within 2 hours during our support hours. Our support staff are active between 8am to 10pm, 7 days a week. For other queries we'll reply within 24 hours.

 

So my first support message was logged around 4 pm and was answered only the following day around 8:30 am. Saying "unfortunately there is a known outage in your area for Fibre. We expect Chorus will resolve this issue within the next 24 hours or so". Ok I thought. Happens not a big deal.

 

On the following day nothing was fixed, no contact, no sight of Chorus. And there is no "known issues" on the Chorus website.

 

My second support message was sent on second day (again roughly about 4 pm and response again on the following day about 8:30 am). To my surprise "known issue" was not known anymore and now it's "looks like there's a fault with your line somewhere".

 

 

 

I know this is first world problem 3 days without internet =) but Bigpipe doesn't stick with their own SLA and providing misleading meaningless responses and there's no way you can contact them.

 

Basically email responses from them are of low quality, are not in the context with previous responses, and turnaround time when you get response on the following day just doesn't work for me as I can't contact them myself.

 

 

 

 

 

Any suggestions who do I switch to with better support around?

 

Thanks!


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43 posts

Geek
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  Reply # 1901094 15-Nov-2017 09:29
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I had a similar experience. Intermittent drops outs that would happen every few minutes. Every time I emailed Bigpipe I would get the standard response of “we will run a 24hr line check”. After the 3rd or 4th time of this, I told them not to bother as they would not see anything. I ended up telling them to send Chorus out and I would pay if the problem was found in my house. Another week later and me chasing every day, they admitted Chorus had not been asked to come out, and I would need to pay $200 up front before they logged it with them. I paid, and Chorus came out really quickly. Tech found no problem with house wiring (which chorus had installed themselves), so I eventually got my $200 back but still had dodgy internet. Lots of complaints later (and plenty of times when BP would simply ignore my emails) I did 2 things - got the Telecomunications Dispute Resolution service involved and started the process of moving to a new ISP with phone support. The dispute people were really good, and got BP to take more action. Chorus out again, and they thought they had solved the problem.

Next week I changed to Voyager. Process was smooth.
A week later, my internet problems were back. I rang Voyager, explained to them the back story and they raised a fault with chorus straight away.

Chorus came out again and decided that the cable from the street was to blame. Next day a cable bloke turned up, dig up the cable and found a dodgy connection. He replaced it and we have not had a drop out since.


My thoughts on all this? Even though I am a Server Engineer with many years of experience, choosing to go with a company that only does email support is not always the best choice. When things go well, it’s fine. When they go bad, screaming through email gets you nowhere.

It would be ok if BP didn’t have script monkeys who can’t think for themselves.

Anyway, a few months in with voyager and I am impressed. Speeds are good, price is good and my one time dealing with support was excellent.

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Uber Geek
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  Reply # 1901112 15-Nov-2017 10:04
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Following day response to an email sent at 4pm looks fantastic to me

 

Linux


 
 
 
 


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Ultimate Geek
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  Reply # 1901134 15-Nov-2017 10:27
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Linux:

 

Following day response to an email sent at 4pm looks fantastic to me

 

Linux

 

 

Not when their website clearly states "If you have a connection problem we'll get back to you within 2 hours during our support hours. Our support staff are active between 8am to 10pm, 7 days a week."

 

Even their website shows that they're not meeting this:

 

Current average response time

 

Connection issues: 3 hours 10 minutes




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Geek
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  Reply # 1908222 27-Nov-2017 07:52
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Another piece of mind for people considering using this company.

 

Keep in mind that the only payment option they have is a credit card. So after you request disconnect, they will transact your card for next billing period anyway. That is exactly what happened to me.

 

Last Thursday 23rd I've requested disconnect and now disconnect date (25 November) showing in my account page (they wanted 24 hours notice). But that didn't stop them from invoicing me on 26 November for next period 26 Nov - 25 Dec and trying running transaction on my card.

 

Now I needed to contact their "great" customer support again to sort this out. At least now I now when to expect the answer =) probably tomorrow if I'm lucky.

 

 

 

To be honest connecting experience was great few years back. And support services were great. But that was long time ago.

 

They don't seem to care anymore. Sad.


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  Reply # 1908231 27-Nov-2017 08:06
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Same as all providers terms you need to provide 30 days notice of disconnection

Linux



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Geek
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  Reply # 1908239 27-Nov-2017 08:28
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Linux: Same as all providers terms you need to provide 30 days notice of disconnection

Linux

 

https://www.bigpipe.co.nz/faq/faq-my-account/how-do-i-leave-bigpipe


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Ultimate Geek
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  Reply # 1908422 27-Nov-2017 13:12
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I'm having a similar problem with getting my line looked at.  A few weeks ago my connection suddenly dropped one afternoon, it came back up, and instead of running at 25-30Mbps it ran at Kbps.  Reboot, back to full speed, down to Kbps, no connection, rinse and repeat.  Its been doing this every 2-3 days after a year of rock sold service.  

 

Of course I log the fault, use BP's own app to diagnose which says your connection is running much slower than it should.  Only ever get the canned responses.

 

I'm on VDSL for a year in Titahi Bay, nothing else on the line (master filter installed) and always tested wired before anyone asks.  This was a SUDDEN change and something was done.  BP has been good for me, but I've never had a line issue before and this has shown that they won't look at any reported faults on an individual merit basis...it's more "You're connected at any speed regardless of what it was like so that's good enough".  Be nice to talk to a human.


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  Reply # 1908432 27-Nov-2017 13:43
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I have had similar issues of late with Bigpipe. Seems to have gotten much worse since they reintegrated at Spark. 

 

 

 

I have a semi-complicated fibre install, typically I will wait anywhere from 4-7 days to get a response from them, even though their average response time claims to be ~7 hours (for non-connection issues)

 

I have had more issues with them sending me the wrong consent forms to sign, not giving me updates from Chorus and having to follow up on everything myself. 

 

 

 

The worst thing about waiting 7 days for a response is, half the time the person replying doesn't read the whole thread and just asks questions about something that has already been gone over. Then its another weeks wait just to give them an answer they already had!

 

 

 

 

 

The one time I did have a connection issue recently though their live chat was helpful and replied instantly - so that might be worth a try if your tickets aren't getting answered. 




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Geek
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  Reply # 1908566 27-Nov-2017 17:07
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All billing issues were reversed and fixed within 6 hours.

 

Looks like I will be happy disconnected customer now =)


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Geek
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  Reply # 1909403 29-Nov-2017 10:34
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Came here to see if I'd made a mistake by betting on this horse a second time. Looks like I have. Welp.

 

Bigpipe are big on over promising and under delivering when it comes to support. 

 

If you're getting a "brand new" connection, I wholeheartedly recommend that you DO NOT use Bigpipe. Go no-contract with another provider who can work with you in real time (eg. over the phone or via chat). These guys are THE WORST when it comes to new connections. Switching to them is EASY because all of the important work that requires real time communication has already been done. But getting a new connection with them is a nightmare.

 

Already regretting organising this new connection for our new house with them..


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  Reply # 1909404 29-Nov-2017 10:38
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Sadly, this is what happens when (most) companies grow. Not everyone feels this way, but unless a company has phone support, they are unlikely to get my business. 

 

Bigpipe have some fantastic people and what they are trying to do is commendable, however, I am sad to say I predicted this would occur eventually as it does with all ISP's. 

 

 


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Geek
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  Reply # 1909410 29-Nov-2017 10:46
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The thing is, I don't care so much for "telephone" support as I do real time chat support. Apple, Amazon etc have proven that a great alternative to telephone support is real-time chat. Don't mind waiting for an available operator. Don't mind waiting while they find a solution or check with someone. No dropped calls or hold music. I can browse other pages or resources while I wait.

 

Seriously, it'd go a long way to helping fix issues when time is critical - like during INSTALLS.

 

 


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  Reply # 1909412 29-Nov-2017 10:50
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Agreed, Live chat would be good. Having said that, some people type VERY slowly and written text can easily be taken out of context. 

 

On the plus side, you can often have (as a support person) multiple chats open at the same time. 

 

 

 

 


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Master Geek
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  Reply # 1915902 10-Dec-2017 09:19
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What I do when I have issues with Bigpipe is to PM them on Facebook.

I moved houses in Oct and fibre wasn’t connected on the day I preferred (move-in date) as they found out later that the line had provisioning issues.

Took the matter to FB and had one person replying to me the whole time. Matter resolved in less than 24 hours.

That may be an option but yeah what about those who don’t have social media accounts?

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Uber Geek
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  Reply # 1915905 10-Dec-2017 09:23
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allune: ...what about those who don’t have social media accounts?

 

Chat or e-mail is an option as well.


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