Has Bigpipes support really slipped lately or am I just having bad luck

Forums › Spark New Zealand (including Skinny and BigPipe) › Has Bigpipes support really slipped lately or am I just having bad luck

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rodloc

55 posts

Master Geek

#1981251 21-Mar-2018 22:25

Absolutely there support has slipped and completely gone off the radar. I was just going to come on here and complain about lack of communication.

I have a fibre connection request currently sitting with them for the last 6 months. Though it is possibly Chorus fault more than anything.

I would of liked BigPipe to keep me in the loop or help me in pestering chorus to at least see some progress.

I am almost tempted to switch however it may push back my installation so I am stuck with them.

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#1981796 23-Mar-2018 07:30

After complaining on their facebook page, they have reopened the ticket, and escalated it to their networking team, who did find a an issue. It's now with Chorus apparently. I won't hold my breath.

ZL2TOY/ZL1DMP

slingynz

154 posts

Master Geek

#1981914 23-Mar-2018 11:01

rodloc: Absolutely there support has slipped and completely gone off the radar. I was just going to come on here and complain about lack of communication.

I have a fibre connection request currently sitting with them for the last 6 months. Though it is possibly Chorus fault more than anything.

I would of liked BigPipe to keep me in the loop or help me in pestering chorus to at least see some progress.

I am almost tempted to switch however it may push back my installation so I am stuck with them.

I had the same issue.

Hit bigpipe up on facebook, seriously.

@Chorusnz (is the best) may be able to see what the hold up is.

rodloc

55 posts

Master Geek

#1981990 23-Mar-2018 11:47

slingynz:
rodloc: Absolutely there support has slipped and completely gone off the radar. I was just going to come on here and complain about lack of communication.

I have a fibre connection request currently sitting with them for the last 6 months. Though it is possibly Chorus fault more than anything.

I would of liked BigPipe to keep me in the loop or help me in pestering chorus to at least see some progress.

I am almost tempted to switch however it may push back my installation so I am stuck with them.

I had the same issue.

Hit bigpipe up on facebook, seriously.

@Chorusnz (is the best) may be able to see what the hold up is.

I tried @Chorusnz and got a reply that pretty much said not our fault because the sub contractor has not got back to them about progress on the specific job.

I took that response as chorus are useless and do not follow up with contractors on the jobs.

Chorusnz

430 posts

Ultimate Geek

Trusted

Chorus

#1982005 23-Mar-2018 11:54

Hey all,

were always happy to lend a helping hand and shed light on a situation.

While we don't run full time support for Geekzone and we also don't want to disrupt the honest discussion aspect of the Geekzone community.

Feel free to @mention us in a thread to get our attention, or send us a PM at anytime :)

happy to look into @Taubin and @rodloc tickets for them ^Mike

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#1982041 23-Mar-2018 12:50

I appreciate that @ChorusNZ I'll see how things go for now.

I'm just extremely frustrated that it now takes having to complain publicly for BigPipe to get things done now. I shouldn't have to do that to get a ticket looked at, especially after the agent simply closed it instead of actually doing something with it. Their support has dropped a lot, and it's very disappointing.

ZL2TOY/ZL1DMP

Chorusnz

430 posts

Ultimate Geek

Trusted

Chorus

#1982047 23-Mar-2018 13:06

Can totally appreciate that @Renenz Again, we're here if you need anything. ^Mike

Equinox IT

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rodloc

55 posts

Master Geek

#1982180 23-Mar-2018 15:18

Chorusnz:
Can totally appreciate that @Renenz Again, we're here if you need anything. ^Mike

Hi Mike,

I will send you a pm with the last case number that I was using.

sdav

846 posts

Ultimate Geek

#1987099 2-Apr-2018 10:25

It's interesting you post this. I was surprised to be told after explaining my router was constantly losing sync (ongoing issue for years) and all my devices were offline that it could be an issue with my wifi and to try [inserts The Bigpipe Big Guide to WiFi link]. I politely explained my wired HTPC was also affected so not a wireless strength issue. Previously BigPipe has been super helpful when trying to work through faults, that one really annoyed me.

Taubin

557 posts

Ultimate Geek

ID Verified

Subscriber

#2001616 24-Apr-2018 13:10

My ticket has now not had a response in two weeks from Bigpipe. They said it was Chorus' fault, and they were logging the issue with them, haven't heard much since. I sent them pings and traceroutes at their request. This is the entirety of their last email on the 5th:

Hey Dusty,

Just a quick follow email to ensure you that our team is still working with Chorus and our networking team to see if we can locate the issue with your connection.

We have received your previous email with the traceroutes and pings during the downloading of large files and this has been forwarded on.

We will keep you updated as we get updates from our team.

Appreciate your patience and continuing perseverance.

Cheers,
Fraser
The Bigpipe People

I replied to that email on the 20th asking for an update, and haven't heard back. Fibre is being installed on Thursday, then I'll be moving off of them. I've recently switched my phone to 2degrees, so I'll give them a shot for broadband as well, assuming they can find my address (it's not found on their website at all).

ZL2TOY/ZL1DMP

tnaseem

82 posts

Master Geek

#2003526 27-Apr-2018 14:15

Well, this is worrying... I've had great support from them only up until a few months ago... My fibre link kept going down due to some shoddy workmanship from the Chorus chaps (not my words - this was from the last Chorus tech that finally 'fixed' it - mind you, the one before said a similar thing about the 'fix' before that! ho hum.) - Yes, I've had this happen around 4 times now, at last count!

Each time, however, the tech would call round same day or the day after, after Bigpipe contacted them, which I thought was great.

Fast forward to today, and my connection is down yet again, and I've just done an Online Chat thing with Bigpipe at 10am this morning, who said they'd get onto Chorus and send me an email update. Nothing yet. So now a tad worried that things will not go so smoothly.

tnaseem

82 posts

Master Geek

#2003531 27-Apr-2018 14:20

No sooner had I sent that, I get an email from 'Skinny Broadband' saying a tech will be around tomorrow. Skinny!? I know an earlier post mentioned Bigpipeare back under the Spark umbrella. But does this mean that they're now Skinny Broadband in disguise?

Benjip

943 posts

Ultimate Geek

ID Verified

#2003535 27-Apr-2018 14:30

tnaseem:

No sooner had I sent that, I get an email from 'Skinny Broadband' saying a tech will be around tomorrow. Skinny!? I know an earlier post mentioned Bigpipeare back under the Spark umbrella. But does this mean that they're now Skinny Broadband in disguise?

When I switched from Bigpipe to Skinny a couple of weeks ago, I got two emails (one from BP, one from Skinny) within 2 minutes, from the same person (it was a super unique name so I'm sure it was the same person). One was the usual LSP email ("Please confirm you want to move away") and one was the GSP ("Welcome aboard! Here's your connection date" etc.).

So yep, it seems the two brands are being managed by the same team these days.

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