Just how good is Big Pipe coordinating your UFB connection?

Forums › Spark New Zealand (including Skinny and BigPipe) › Just how good is Big Pipe coordinating your UFB connection?

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BigPipeNZ

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BigPipe

#1381006 7-Sep-2015 11:24

Hi all,

Thanks OP for the feedback, and thanks to the other GZers for chiming in.

Really sorry to hear about your experience. We've escalated this to Chorus and should be hearing back from them today - looks like there has been some cock-ups with their techs adding notes to the wrong jobs (hence the confusion over names, and what has been said)
Frustrating for everyone involved, and we'll do whatever we can to get you up and running as soon as possible.

I've also taken on the feedback about the expectations set for installation time, and this morning I have updated our FAQ accordingly so it is clearer that the 'two weeks to 3 months' is just an estimate, and that the actual time depends very much on the type of property you have.

bigpipe.co.nz
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fizzychicken

313 posts

Ultimate Geek

#1392784 23-Sep-2015 15:27

I was actually just about to post a similar question. Have been with Orcon for years but really wanted 200/200 fibre, there is nothing wrong with my current connect other than I desire more (and latency is not great)...true first world problem. However I have spoken to endless people at work and elsewhere about the process for getting fibre and as of yet haven't heard a single story about it being anything other than a total pain. As a customer this really de-motivates me to doing anything. Though Ive rounded my choice down to Big Pipe, as a customer I dont feel like I have to jump through hurdles to pay for something.
I do also understand the issue is Chorus and not the ISP.
Anyone out there transfer from orcon to big pipe fibre without too much grief?
I live (and work) in Takapuna, Auckland.

https://keybase.io/fizzychicken

graemeh

2078 posts

Uber Geek

#1392865 23-Sep-2015 16:05

fizzychicken: Anyone out there transfer from orcon to big pipe fibre without too much grief?

Do you have fibre already?

I moved from an ISP (not Orcon) to Bigpipe and it was seamless, I came home one day and I was connected to Bigpipe. This was on fibre and was particularly easy because the Bigpipe don't validate user/password on the connection and had no vlan tagging just like my old ISP.

Worst case if you move from Orcon fibre to Bigpipe fibre you'll have to remove the Vlan tagging to make it work.

fizzychicken

313 posts

Ultimate Geek

#1392880 23-Sep-2015 16:19

nope, only have adsl with orcon (fibre is available according to website of both ISPs)

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graemeh

2078 posts

Uber Geek

#1392885 23-Sep-2015 16:22

fizzychicken: nope, only have adsl with orcon (fibre is available according to website of both ISPs)

You could do what we did when we moved to fibre, we got fibre connected with the new ISP and then once we were happy it was working we told the old ISP to cancel our copper service.

Just make sure every time Chorus visit you remind them that the copper service must remain intact so they don't do anything silly.

Your other option is to get Orcon to move you to fibre but then I expect you'll be in a new contract with them and unable to move to bigpipe for a year or two.

Detruire

1771 posts

Uber Geek

#1392892 23-Sep-2015 16:27

fizzychicken: However I have spoken to endless people at work and elsewhere about the process for getting fibre and as of yet haven't heard a single story about it being anything other than a total pain. As a customer this really de-motivates me to doing anything. Though Ive rounded my choice down to Big Pipe, as a customer I dont feel like I have to jump through hurdles to pay for something..

I had a pretty good (Chorus-end) experience getting UFB last year at the last flat I lived at then, although it did take about 5 weeks IIRC. Was even a block of 4 joined flats, and they ended up thrusting it under the concrete. Really clean job... unlike some of the ones on around the corner (run along fences rather than digging trenches in grass/empty flower patches.

)

At the ISP end, however...

rm *

pedrogarcia

250 posts

Master Geek

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#1393397 24-Sep-2015 12:01

I joined yesterday from Orcon. Was as simple as coming home with my new router and plugging it in. Great speeds so far. UFB in Wellington.

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ghettomaster

387 posts

Ultimate Geek

#1393420 24-Sep-2015 12:18

sbiddle: which intern extends

What's the tern for what you did there? Typo? or pun...

Linuxluver

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#1393461 24-Sep-2015 12:59

wpptrvrs: Fair enough. Big Pipe is also the victim here arising from bad scheduling from Chorus. Given our free market, wouldn't it make sense to have another supplier to ease the demand?

I understand we have the tendency to shoot the messenger. And we are all wise to know that. Can't the messengers (I mean all ISPs since they have to deal with the single sole supplier in town) do anything?

Anyway, going from the 3 replies, I reckon Big Pipe does offer good UFB services then.

The problem behind all this seems to be a very poor legislative framework. Chorus can't just maintain fibre the way they do copper wires. Copper is an "essential service" and it gets fixed no matter what. But the government didn't make fibre an essential service.....so you can only get if all other other stakeholders will let you. If just one says no....then you're screwed. No fibre.

But Chorus have tried to operate as only a wholesaler.....talking only to telcos and ISPs. The problem there is that their service delivery (or not) *directly* affects end users. An (apparently) arrogant whoelsaler who ignores the end users is just storing up anger for itself should this become a political thing....and it will once enough people are annoyed by it.

I am.

_____________________________________________________________________

I've been on Geekzone over 16 years..... Time flies....

Jase2985

13457 posts

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#1393682 24-Sep-2015 15:54

complain to your local mp

wpptrvrs

16 posts

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#1409503 19-Oct-2015 21:59

More than a month since I posted as OP and I am still without a connection despite Chorus/Downer installed the ONT into my garage.

On the installation date, Chorus/Downer found that their sub-contractor ground crew did not connect the fibre and left the cable unconnected in the fibre pit. It frustrated the technician that was rostered for the installation. Well at least 80% of the job was done with the ONT set up.

A week later, he was rostered to complete the connection. Guess what? Nothing happened. The fibre is still disconnected in the fibre pit. He advised I complain to Chorus.

BigPipe explained that my work order is still with their Design Team and has not scheduled any dates.

At the rate this is going about, I'm not surprise these companies aren't making profits. They are too busy chasing their own tails.

Will be 3 months since I placed the order on 1 Aug and I live in Wellington's CBD. Let alone I had to be at home on 4 occasions for Chorus/Downer's appointment.

Lias

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#1409513 19-Oct-2015 23:06

If they didn't have a government issued monopoly and a ruling government prepared to do whatever it takes to bail them out, they'd have been in liquidation by now.

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Squash

19 posts

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#1440672 4-Dec-2015 17:54

The only hold up on behalf of your ISP is when they create the order and send it to UFF/Chorus/Enable etc. After that it's all on the installer's schedule.
Other than that, some installations can be prolonged due to waiting for ISP's to send modems. We have to give 3-5 working days from design to connection date.

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