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Topic # 242947 21-Nov-2018 09:49
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I've just initiated a switch from Bigpipe to Orcon for my home broadband. I've been with Bigpipe for a long time and have never had a problem with the service, but I decided to check the pricing of other options. Orcon were offering $50 per month for 6 months then $100 per month for unlimited gigabit fibre, which I was paying $129 per month for from Bigpipe. I gave Bigpipe the opportunity to pricematch (or similar) but all they could offer was a $10 per month discount for 12 months. In fact, they really didn't seem all that bothered about losing me, they even sent me the details for how to cancel my account without me asking!

 

All good things come to an end I guess.

 

Martin


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  Reply # 2130846 21-Nov-2018 09:54
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BigPipe is Spark, right?  And Spark is already talking about increasing residential broadband charges because they feel like their margins aren't good enough when the Chorus wholesale costs are factored in.  Nevermind the fact that Chorus just announced dropping those prices over the next 2 years.  Spark's just greedy I guess.

 

I've been with Orcon for nearly ten years.  You'll love the service itself, but fair warning their customer service is lacking when it comes time to get something fixed.  Might be a bit better now that they've brought support back to NZ, but the last few years have been PAINFUL when needing to get support for faults.


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  Reply # 2130849 21-Nov-2018 09:58
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I think given bigpipes model for their products with low install charges, no contracts etc there is no business sense in matching one of those deals from a provider who contracts people in. Just end up losing money.
Great that they are for coming with info on how to move away as well.
You will miss the support..

 

 





 


 
 
 
 


MCD

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  Reply # 2130857 21-Nov-2018 10:15
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Sadly, I came to the same conclusion after being with BigPipe for 5+ years. The price differential on gigabit broadband was just too great, despite a $10 account credit. Moving to 2degrees for a year is a saving of more than $30 a month, too much money to be leaving on the table (especially given that BigPipe was always a no frills service, and started out cheaper than the alternatives).

 

 


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  Reply # 2130860 21-Nov-2018 10:19
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I have to assume that Bigpipe is being gently phased out by Spark and they are no longer trying to attract new or retain existing customers. Look at the price differential between Bigpipe and Skinny, for what is almost 100% the same service.




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  Reply # 2130864 21-Nov-2018 10:21
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allio:

 

I have to assume that Bigpipe is being gently phased out by Spark and they are no longer trying to attract new or retain existing customers. Look at the price differential between Bigpipe and Skinny, for what is almost 100% the same service.

 

 

Yeah, that's the impression I get - they were very quick to say "Sorry you feel that way, here's how to cancel your account".

 

Martin


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  Reply # 2130915 21-Nov-2018 11:13
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I think it is a bit out of date criticising Orcon's support, especially as they have their technical and accounting ducks in a row now.

 

Just have a look at the Orcon GZ thread - that tells a tale with the infrequent posts, and most of them not about service problems, anyway.

 

And you need to factor in the great support from the Orcon Geekzone chaps. 

 

Happy Internetting!


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  Reply # 2130942 21-Nov-2018 11:39
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I got a survey from them last week.  I pointed out the pricing differences and was especially strange given their sister brand Skinny offers the full speed for $98.00. 


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  Reply # 2130973 21-Nov-2018 11:42
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linw:

 

I think it is a bit out of date criticising Orcon's support, especially as they have their technical and accounting ducks in a row now.

 

 

I only criticise because I have much experience on the topic, most recently within the last 2 months. Like I said, the service itself is great.  I wouldn't still be with them ten years later and many crappy support experiences later if it wasn't worthwhile.


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BigPipe

  Reply # 2131143 21-Nov-2018 14:43
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Hey Martin, sorry we weren't able to retain you. If anyone in the support team had a save offer that we could give you we'd give it, especially given your tenure. You've indicated that you're looking at making the switch unless we're able to price match, and we can't, which is why we've sent you through the instructions to disconnect. 

 

If anyone responding to this thread has been asked to take part in the Bigpipe survey, we'd strongly encourage you to send through your honest feedback. We send on feedback that we receive, but that survey is your chance to provide your feedback directly to the people making decisions around things like pricing.





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MCD

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  Reply # 2131169 21-Nov-2018 15:24
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BigPipeNZ:

 

Hey Martin, sorry we weren't able to retain you. If anyone in the support team had a save offer that we could give you we'd give it, especially given your tenure. You've indicated that you're looking at making the switch unless we're able to price match, and we can't, which is why we've sent you through the instructions to disconnect. 

 

If anyone responding to this thread has been asked to take part in the Bigpipe survey, we'd strongly encourage you to send through your honest feedback. We send on feedback that we receive, but that survey is your chance to provide your feedback directly to the people making decisions around things like pricing.

 

 

Yes, I filled out that survey recently, with pretty much the same comments as I made above. Switching to 2degrees this week, but will come back to check out how BigPipe's looking in a year's time. Hopefully a more competitive offer will be available then - if you're still around :-(


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BigPipe

  Reply # 2131183 21-Nov-2018 15:59
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@MCD thanks for filling it out. There's no plans to phase out the Bigpipe brand at this stage, so hopefully we'll have a deal that works for you next year. :)





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https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ


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