Bigpipe - Support seems lacking these days?

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ZollyMonsta

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Topic # 238074 2-Jul-2018 12:37

Once a BigPipe fan, now disheartened after a house move that never happened.

It seems the once good (read: acceptable) support on BigPipe has now gone?

I had a simple move booked last Fri 29th. This was organised with plenty of time in advance, but the day came and went with no further correspondence.

The original connection is still live now and we moved into the new house (for humours sake, which is only three doors down the street) on Friday.

There was no response to support requests to BigPipe by replying to the original email (which said to do this) either on Friday or on the weekend.

Anyway, have requested cancellation of the move now and also of our account and will move elsewhere. (Hello Voyager!).

I'm sure I'm not imagining this drop in support with the BigPipe product? Has anyone else noticed this lately?

Cheers,
Grant

Check out my LPFM Radio Station at www.thecheese.co.nz

Linux

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Reply # 2047425 2-Jul-2018 12:43

I think you need @BigPipeNZ to take a look ASAP

John

Ex JohnR VodafoneNZ 17 years 4 days

chewster

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Reply # 2047426 2-Jul-2018 12:43

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Always happens with new ISPs, first the early adopters and teach heads get on board "oh wow support is great, super friendly super cool staff working there!". Then the marketing ramps up, the hordes of idiots sign up and support is swamped with "WHY DONT YOU HAVE PHONE SUPPORT". Support staff get jaded and their smart people all leave the toxic environment.

Next stage in progression (Bigpipe not there yet...) is where some bright spark in management says "oh we're too busy lets outsource some of the demand to help increase our customer service awesomeness". Unfortunately when outsourcing they go with the cheapest provider who actually creates more problems than they solve, further exacerbating the problem.

ZollyMonsta

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Reply # 2047482 2-Jul-2018 13:28

Just in via email from BigPipe

“Now that your connection with Bigpipe is up and running we'd appreciate 60 seconds of your time to ask for your feedback.

Click here to take the survey

Thank you!

The Bigpipe People”

Followed by a text

“Bigpipe - Service Given:
Hi there, a quick update on your order with Bigpipe. Great news! Your connection has been set up. If you have any questions contact us on bigpipe.co.nz. Cheers, The Bigpipe People”

However I still have service at the original address... I’d have expected it to have stopped working if the move had been performed.

Check out my LPFM Radio Station at www.thecheese.co.nz

BigPipeNZ

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BigPipe

Reply # 2047534 2-Jul-2018 13:50

Hey @ZollyMonsta, I've flicked you a PM now which will hopefully help clear things up :)

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networkn

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Reply # 2047570 2-Jul-2018 14:50

One person supports this post

chewster:

Always happens with new ISPs, first the early adopters and teach heads get on board "oh wow support is great, super friendly super cool staff working there!". Then the marketing ramps up, the hordes of idiots sign up and support is swamped with "WHY DONT YOU HAVE PHONE SUPPORT". Support staff get jaded and their smart people all leave the toxic environment.

Next stage in progression (Bigpipe not there yet...) is where some bright spark in management says "oh we're too busy lets outsource some of the demand to help increase our customer service awesomeness". Unfortunately when outsourcing they go with the cheapest provider who actually creates more problems than they solve, further exacerbating the problem.

It's easy to be attentive and responsive when you only have 11 customers. Problem is that things in the ISP support space don't scale easily. The margins are so low that it's nigh impossible to keep good support to customer ratios

hio77

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Reply # 2047576 2-Jul-2018 15:02

networkn:

It's easy to be attentive and responsive when you only have 11 customers. Problem is that things in the ISP support space don't scale easily. The margins are so low that it's nigh impossible to keep good support to customer ratios

as someone who did their best to keep their edge running for any frontline query, i'd certainly agree here.

giving 110% into each case is tying... Add to this an abusive customer or few (of-which we in nz seem to be very good at being) and you tend to create a optimal situation for a flight or fall situation for those onpoint.

by no means is BP/Skinny (remember they are one.) a small ISP player anymore.

While as a IT person you will look at an issue and go, well why couldn't they pick that up... It's easy they should be trained better!

truth be told, It's as much of a people thing as it is a training thing (if not more).

Unfortunately, the drive we(nz as a whole) have to have internet as cheaply as possible doesn't leave much to keep the keen eyed people in front line from seeking alternative arrangements.

#include <std_disclaimer>

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

ZollyMonsta

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Reply # 2047578 2-Jul-2018 15:10

The move has been pushed through, after this thread was seen on Geekzone.

We, as NZ'ers also don't want to complain too much, so just move on. In most cases, it's just easier.

Which is probably why I won't bother filling out the 'How Did We Do' survey sent from BigPipe in this case and just get on with it. Move to another provider has been initiated. Cheers BigPipe, thanks for the fish. :)

Check out my LPFM Radio Station at www.thecheese.co.nz

networkn

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Reply # 2047583 2-Jul-2018 15:19

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The issue in many businesses is that the people who are good, end up set upon to cover for those who are not. This means those people are usually doing a job not originally in their description whilst the business still wants the original role fulfilled. It wears the down and those people move on.

I have seen it many times. The problem is that the businesses don't set up the processes at the start, so things get caught in the cracks. Usually where I see things go wrong most often is the out of normal situations, and there is no system in place for jobs that sit unattented to be raised to management for reassignment.