Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


333 posts

Ultimate Geek
+1 received by user: 125

Subscriber

Topic # 230774 12-Mar-2018 19:01
Send private message

I've been lucky enough to only have to open a few support tickets in the years I've been with BigPipe, and most every time have been quite satisfied, however lately, it seems to have gone really down hill. I don't expect them to hold my hand, however, I do expect them to read their own tickets, and actually take some ownership when there is a problem.

 

I've posted here a couple of times about my issues with sites timing out, and have made a couple of tickets for it. I've been very clear in the tickets, that it's not DNS (tried more than one DNS provider), not my equipment (it's happening across more than one router, switch and modem), and that it only happens directly connected their connection, as it goes away on a VPN. 

 

Every time this has happened, they have switched my static IP, which tends to "solve" the issue for a few days, and then it starts right back up. I know I'm not blacklisted, as the sites eventually load, however it is getting more and more annoying. To be clear, this is across multiple domains (reddit, stuff nz, gmail, etc...)

 

In my most recent ticket, opened last week, they switched my IP again, which solved the issue for a few days. When I updated the ticket today to say it's once again timing out to sites with a network reset, the tech asked me to (again) reboot my equipment, then try another freaking DNS. I had literally just replied to him in the previous email, that it does not matter what DNS server I use, and that a reboot does not resolve the issue, and that this is ongoing. I even sent the previous emails.

 

He seems to have completely ignored everything I said, and went straight to the "reboot and change DNS" script. Cmon guys, most people that use your services, are quite a bit more technical than your standard users of other IPS's. And even if they weren't seriously at least take the thirty seconds it would have taken to even skim my previous attempts. I've been really happy with BigPipe in the past, however, this is unacceptable. The customer service used to be great, but now what, have they gotten too big? Are they no longer training their people properly? Have they just outsourced everything to the cheapest bidder? I'm at my whits end here.

 

 

 

 


View this topic in a long page with up to 500 replies per page Create new topic
 1 | 2
3591 posts

Uber Geek
+1 received by user: 1997

Trusted
Lifetime subscriber

  Reply # 1973499 12-Mar-2018 19:29
Send private message

If this was a issue on the bigpipe side I am sure we would be seeing more Geekzoners complaining about the same issue.

What are you so adamant its s bigpipe issue ?

Linux




Ex JohnR VodafoneNZ 17 years 4 days

13213 posts

Uber Geek
+1 received by user: 2362

Trusted

  Reply # 1973509 12-Mar-2018 19:43
Send private message

Yes JR. If they switch the IP and its fine for a few days..........Maybe talk to the user of that IP?


467 posts

Ultimate Geek
+1 received by user: 141


  Reply # 1973511 12-Mar-2018 19:47
Send private message

I have to agree. Bigpipe support isn't what it used to be, particularly when it comes to their presence on Geekzone. The fact that I could contact someone via Geekzone was a big part of the reason why I subscribed initially, and when that stopped and support continually ignored problems with their IPv6 beta which started when they changed my connection speed (i.e. at their end), I felt it was time to move on.

 

There clearly have been changes internally, and that's probably why we're seeing a changes in the level of support provided. One of my Bigpipe support requests was replied to by Skinny Broadband Provisioning.

 

I was also experiencing problems with my connection, including timeouts on some pages. That problem hasn't gone away entirely with the move to a new ISP, so I suspect it's not necessarily a problem with Bigpipe. I still see some pages needing a Ctrl+F5 to get things to display, but not as often as I had in previous months.


26931 posts

Uber Geek
+1 received by user: 6370

Moderator
Trusted
Biddle Corp
Lifetime subscriber

  Reply # 1973520 12-Mar-2018 20:07
2 people support this post
Send private message

Everything that was part of Ventures is moving back in house to Spark if it hasn't already. Ventures is now dead.

 

 

 

 


3591 posts

Uber Geek
+1 received by user: 1997

Trusted
Lifetime subscriber

  Reply # 1973521 12-Mar-2018 20:09
Send private message

sbiddle:

Everything that was part of Ventures is moving back in house to Spark if it hasn't already. Ventures is now dead.


 


 



Sure is all back under Spark now including Skinny and Skinny direct

Linux




Ex JohnR VodafoneNZ 17 years 4 days

17957 posts

Uber Geek
+1 received by user: 5171

Trusted
Lifetime subscriber

  Reply # 1973576 12-Mar-2018 21:15
3 people support this post
Send private message

So basically what made Bigpipe awesome, the small team of dedicated and passionate/invested people, is going to be swallowed up by a big corporation again? That's most unfortunate. I wasn't ever going to be a customer, as I like phone support, but I saw the value in their existence. 


'That VDSL Cat'
8437 posts

Uber Geek
+1 received by user: 1815

Trusted
Spark
Subscriber

  Reply # 1973579 12-Mar-2018 21:23
Send private message

SirHumphreyAppleby:

 

I have to agree. Bigpipe support isn't what it used to be, particularly when it comes to their presence on Geekzone. The fact that I could contact someone via Geekzone was a big part of the reason why I subscribed initially, and when that stopped and support continually ignored problems with their IPv6 beta which started when they changed my connection speed (i.e. at their end), I felt it was time to move on.

 

 

The folk that manned a few of the BP accounts here have moved over to other projects (within the BP area) and so likely are limited for time.

 

 

 

Being on projects, i know the feeling myself. Being able to support here, does often dip down into the lesser of a priority.

 

I can't really comment on the rest other than simply say, BP and skinny brands are very much still valid.

 

 

 

It does not surprise me to see Skinny staff supporting overflow from BP, they are part of the same network afterall :)





#include <std_disclaimer>

 

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


Meow
7783 posts

Uber Geek
+1 received by user: 3844

Moderator
Trusted
Lifetime subscriber

  Reply # 1973663 12-Mar-2018 23:21
2 people support this post
Send private message

networkn:

 

So basically what made Bigpipe awesome, the small team of dedicated and passionate/invested people, is going to be swallowed up by a big corporation again? That's most unfortunate. I wasn't ever going to be a customer, as I like phone support, but I saw the value in their existence. 

 

This is the exact reason why I switched away from BigPipe to 2degrees. I loved BigPipe back in the day when it was supported by a very passionate team. Ever since Oliver left I've felt it has gone downhill. I personally always got great support (pros of knowing people) but I know many others were not.

 

They're still a great ISP however and I still recommend them to many people - but when you need support you have to wait for it.

 

@Taubin I can't remember what router you use (I believe it is an Edgerouter?) but it does sound like the problems you're experiencing may be related to your MTU. BigPipe accept a 1508ms MTU so I'd recommend if you haven't already setting 1508ms on your Ethernet connections and 1500ms on your PPPoE connection. An incorrect MTU will cause the problems you've mentioned.







333 posts

Ultimate Geek
+1 received by user: 125

Subscriber

  Reply # 1973701 13-Mar-2018 07:26
One person supports this post
Send private message

To be clear, I have no problem looking for solutions to issues myself, and asking for help from people outside of the company support team when I run into a brick wall (people like @michaelmurphy have been a great help, just by reading the wealth of knowledge he's already shared on these forums). I only contacted bigpipe after having this issue for months, asking on forums (including here, twice), and still being stuck. I don't mind support taking a while to get back with me, I'm not one to expect a super fast turnaround, and that's certainly not what my complaint is. I do however expect, with any company, they actually read the complaint and what's been done previously. I had stated my troubleshooting steps, first one being to try a different DNS (more than one in fact), as well as trying a VPN. The agent completely skipped past everything I had done, and didn't deviate from his script. I don't expect hand holding anywhere, I do however, expect the decency to actually read what a customer has written, and not have them continue to repeat steps that have been done previously on the same issue.

 

When I specifically state "The first thing I did was rebooted everything, then tried a different DNS" in the first two lines of what I've written, and their reply is "Reboot everything, and try Google's DNS, here is a link on how to change your DNS" I get a bit salty. I've loved BigPipe in the years I've been with them, and have only contacted them a total of once previously for an issue (that was in fact an issue on their end which was corrected quickly). But things like this turn a loyal customer into one that looks elsewhere. I don't expect to be coddled or hand held with issues, I do however expect the decency to actually care enough about what you are trying to help with, to read what's been done prior, and not waste someones time.

 

@linux I'm not "adamant" it's a bigpipe problem. I have zero problem troubleshooting myself, and looking for solutions. In fact, I had posted here twice before looking for suggestions. I'm not a network expert, however, I'm not an average user either. This issue persists across routers, cables, computers and modems. It's unlikely it's on my end, unless I've somehow completely fubard something, including a previously working modem and router, without making any changes to it since it was working prior nearly a year ago. Add to that the fact it goes away for a few days when my static is switched.

 

@michaelmurphy I'll double check the MTU, but I don't remember changing it. It may have gotten reset during an update or similar. I do in fact use an ERL (I'm jealous of the ER4 people are getting). Thank you for the suggestion.




333 posts

Ultimate Geek
+1 received by user: 125

Subscriber

  Reply # 1973829 13-Mar-2018 10:46
Send private message

michaelmurfy:

 

@Taubin I can't remember what router you use (I believe it is an Edgerouter?) but it does sound like the problems you're experiencing may be related to your MTU. BigPipe accept a 1508ms MTU so I'd recommend if you haven't already setting 1508ms on your Ethernet connections and 1500ms on your PPPoE connection. An incorrect MTU will cause the problems you've mentioned.

 

 

I had a look, it was set properly on my old router, but not on the ERL. I've changed it over and have rebooted everything. I'm now wondering if it reset during an upgrade or if I was stupid enough to have forgotten to set it at some point. I could have sworn it was set prior. I'll keep an eye on it and see if it fixes the issue. Cheers.


152 posts

Master Geek
+1 received by user: 49


  Reply # 1973912 13-Mar-2018 12:17
Send private message

I have had similar issues (bad customer service) with the bigpipe support team of late.

 

The most recent case where  I have had to wait almost 5 days for a response to my statement: "Chorus have informed me that my ufb build is complete and they are waiting on you to book the scope and installation".

 

I believe I would have waited a lot longer had I not DM'd them on Facebook.

 

 

 

I shouldn't be acting as a go between for Chorus and the company that is supposed to be managing my ufb installation and I certainly shouldn't have to wait a week for a response - which has happened multiple times.

 

 

 

 

 

 




333 posts

Ultimate Geek
+1 received by user: 125

Subscriber

  Reply # 1973937 13-Mar-2018 12:59
Send private message

Unfortunately, the issue is still happening after changing the MTU, the MTU was set properly in the old router I tested with as well, and the issue occurred using that one during testing. Everything was rebooted (even shut off for 10 minutes to do a full boot just in case, not that it should have been needed).

 

I even swapped out the nic in two of the PC's to make sure it wasn't something stupid with both dying at once (I've seen it happen) but it still happens on both. At this point, I'm at a completely loss, hopefully BigPipe can find something.




333 posts

Ultimate Geek
+1 received by user: 125

Subscriber

  Reply # 1979109 17-Mar-2018 18:14
Send private message

Well they've now closed my ticket after saying they were going to send it to the networking team last week. Apparently the support person just sat on it and has now closed, apparently without transferring it. The same tech that said he was going to transfer it to networking, is the tech that closed it with the following:

 

 

 

Hi ,

 

It's been a few days and we haven’t heard back from you after we last emailed. It seems like everything must be sorted out!

 

 

 

I really hope they send me a closing survey, this is unacceptable from any company. I guess this is what happens when you cut costs wherever you can in order to grow. At this point I'll just look for another provider, if anyone has any suggestions for VDSL with no contract and unlimited bandwidth, I'm all ears.


467 posts

Ultimate Geek
+1 received by user: 141


  Reply # 1979119 17-Mar-2018 18:21
2 people support this post
Send private message

Taubin:

 

At this point I'll just look for another provider, if anyone has any suggestions for VDSL with no contract and unlimited bandwidth, I'm all ears.

 

 

I switched to Voyager and am happy with the service. For the same price as Bigpipe, I get telephone support (which I've never used, but it's good to know it's there), and a static IP with PTR records that are officially supported. Bigpipe made it seem like they were doing me a great service giving me that.

 

No IPv6 unfortunately, which I was previously using quite heavily. I do wish they'd get on with it.


895 posts

Ultimate Geek
+1 received by user: 285


  Reply # 1979131 17-Mar-2018 18:48
One person supports this post
Send private message

SirHumphreyAppleby:

 

Taubin:

 

At this point I'll just look for another provider, if anyone has any suggestions for VDSL with no contract and unlimited bandwidth, I'm all ears.

 

 

I switched to Voyager and am happy with the service. For the same price as Bigpipe, I get telephone support (which I've never used, but it's good to know it's there), and a static IP with PTR records that are officially supported. Bigpipe made it seem like they were doing me a great service giving me that.

 

No IPv6 unfortunately, which I was previously using quite heavily. I do wish they'd get on with it.

 

 

I'm also happy with Voyager (their VoIP service is great too).  No IPv6 on VDSL, and just like bigpipe all the VDSL is terminated in Auckland.


 1 | 2
View this topic in a long page with up to 500 replies per page Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.