Support ticket response time?

Forums › Spark New Zealand (including Skinny and BigPipe) › Support ticket response time?

BuffyNZ

241 posts

Master Geek

#236289 27-May-2018 11:19

Hi folks,

Anyone know what the turn around time on support tickets is usually?

When I signed up I asked for a connection date of the 27th of June...

I got an email from on the 22nd from Enable saying I would be connected on the 24th of May (I requested 27h of June).

Then I got an email from Bigpipe saying Bigpipe were connecting me on the 24th of May.

I replied to the Bigpipe email seeking clarification on the connection date, pointing out I had asked for a connection date of the 27th of June.

I got an email from Enable saying I was good to go, so I emailed Bigpipe again on the 25th asking for clarification if I could start using the connection.

It looks like I am currently active with 2 ISPs, which isn't a big deal, but I don't know whether I should be actually using the Bigpipe connection yet.

Recursion: See recursion.
--
“It is important not to let the perfect become the enemy of the good, even when you can agree on what perfect is. Doubly so when you can't. As unpleasant as it is to be trapped by past mistakes, you can't make any progress by being afraid of your own shadow during design.”

--Greg Hudson, Subversion developer

Linux

11428 posts

Uber Geek

Trusted

Lifetime subscriber

#2023305 27-May-2018 11:32

What makes you think you are active with 2 ISP's and what IP address have you got allocated at the moment?

John

BuffyNZ

241 posts

Master Geek

#2023313 27-May-2018 11:47

Linux:

What makes you think you are active with 2 ISP's and what IP address have you got allocated at the moment?

John

Well, I am currently paying for Vodafone, and I have an active static IP with Vodafone, and my modem is currently configured with Vodafone settings still (Until I get clarification I can start using the Bigpipe connection. Then I have to schedule and notify an internet outage with the Family Change Approval Board). I still have some of the notice period with Vodafone. So that is one.

The second is that Bigpipe and Enable have told me I am 'connected'. So they are presumably billing me. So that is the second.

Linux

11428 posts

Uber Geek

Trusted

Lifetime subscriber

#2023352 27-May-2018 12:28

@BigpipeNZ is best to look into this

John

nunz

1421 posts

Uber Geek
Inactive user

#2041932 21-Jun-2018 19:50

BuffyNZ:

Hi folks,

Anyone know what the turn around time on support tickets is usually?

When I signed up I asked for a connection date of the 27th of June...

I got an email from on the 22nd from Enable saying I would be connected on the 24th of May (I requested 27h of June).

Then I got an email from Bigpipe saying Bigpipe were connecting me on the 24th of May.

I replied to the Bigpipe email seeking clarification on the connection date, pointing out I had asked for a connection date of the 27th of June.

I got an email from Enable saying I was good to go, so I emailed Bigpipe again on the 25th asking for clarification if I could start using the connection.

It looks like I am currently active with 2 ISPs, which isn't a big deal, but I don't know whether I should be actually using the Bigpipe connection yet.

Officially over 5 hours. Current experience 8 hours and climbing.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#2041962 21-Jun-2018 20:09

I'm pretty sure Enable (like UFF) just enable the 2nd port by default in a new connection (rather than a churn) is lodged on an already intact ONT.