What do you think of BigPipe

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#943898 2-Dec-2013 08:49

kawaii: The only suggestion I have is ensuring that there is good communication via the website and possibly sending out text messages when there are system outages as to avoid having the technical support line clogged up with customers asking about something that could be resolved using technology. The reason why I ask this is because I had to sort out Vodafone on Sunday for my parents and found myself waiting over and hour (first time I was disconnected whilst waiting) - being able to ensure speedy response times to telephone calls would really be a great differentiator to the big guys out there.

yep, the SMS notification is definitely something we will implement.

bigpipe.co.nz
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#943900 2-Dec-2013 08:51

coffeebaron:
BigPipeNZ:
Detruire: Seeing BinaryLimited mentioning multiple IPs reminded me of a couple of questions:

- Are you providing public IPs or using something like carrier-grade NAT (as with Flip)?
- IPv6 support?

for the purposes of the trial, we are using public IPv4, it's just easier to implement, and we have enough addresses for that.

Later on.... NAT seems pretty inevitable to me. What do you think would be best from your (customers) point of view, given the shortage of IPv4?

IPv6 def on roadmap for very soon after launch, or maybe earlier.

If you are marketing to geeks, then CG-NAT would be a big no no!

yeah, definitely don't want to do it.

What alternative would you prefer given the shortage of IPv4 and that IPv6 is not yet implementable standalone?

bigpipe.co.nz
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Ghouly

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#944090 2-Dec-2013 13:32

Couple of more practical questions.

The service, with no connection fee or contract, will require users to supply their own modem. I assume. This obviously creates more setup and diagnosis issues. Would support be based in NZ to deal with these problems?

Also, with that in mind, what about wiring issues? Installation of VDSL splitters etc. Does free installation cover these areas?

I'm uncertain of the specifics of VoIP, but would this be available with your plans, and at what pricing?

DarkShadow

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#944144 2-Dec-2013 14:15

I'm currently on clothed VDSL with Telecom, if I want to switch, I would have to port my phone number to a VoIP provider then port my VDSL over to you guys. What is the correct procedure to do this in order to minimize downtime and not lose my number?

graemeh

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#944149 2-Dec-2013 14:25

DarkShadow: I'm currently on clothed VDSL with Telecom, if I want to switch, I would have to port my phone number to a VoIP provider then port my VDSL over to you guys. What is the correct procedure to do this in order to minimize downtime and not lose my number?

I did a similar thing with my home line. Clothed ADSL with Telecom to VDSL with another provider.

The sequence they went through was
1) move broadband, leave phone number with Telecom
2) port phone number to their VOIP service.

I imagine the procedure will be the same for Bigpipe, except that you will have to port your number to your choice of provider. I don't believe just moving the broadband should pose any risk to your phone number as it is a pretty standard operation.

BigPipeNZ

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#944152 2-Dec-2013 14:30

Ghouly: Couple of more practical questions.

The service, with no connection fee or contract, will require users to supply their own modem. I assume. This obviously creates more setup and diagnosis issues. Would support be based in NZ to deal with these problems?

Also, with that in mind, what about wiring issues? Installation of VDSL splitters etc. Does free installation cover these areas?

I'm uncertain of the specifics of VoIP, but would this be available with your plans, and at what pricing?

I'll take the questions out of order:

VOIP:

We don't sell VOIP services right now, so if you wanted VOIP that would be entirely up to you to decide who you wanted to use. We won't be blocking any VOIP services, so you can use whoever you want.

We're considering it as an add-on, so would be interested in feedback on what sorts of services you prefer, and why you would want to buy it from your ISP rather than direct from a VOIP provider.

Wiring Issues and installation:

For the purposes of the trial (which is limited numbers) we are covering all mandatory installation costs, but we are only serving customers who have an existing broadband connection and will be switching ISPs (so, for example, we won't be allowing a new build with a fresh connection onto our trial, or installations of second lines).

If customers want additional wiring that isn't required by Chorus as part of the transition, extra jack points etc, we are not covering that.

(coffeebaron can do you a good price if you need that work done)

Longer term, once we launch, we will revisit this policy to see whether we can cope with covering install costs for free, or whether we will need to charge for certain things.

Modem and support

correct, we are not supplying a modem (techy people generally prefer their own anyway rather than an ISP supplied one which probably doesn't have the features you want!). If you are the kind of person not confident setting up your own modem, and prefer an ISP-supplied modem, then, to be blunt, we probably aren't the ISP for you. We're not trying to be an ISP for everyone.

All our support is based in NZ.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

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#944154 2-Dec-2013 14:33

DarkShadow: I'm currently on clothed VDSL with Telecom, if I want to switch, I would have to port my phone number to a VoIP provider then port my VDSL over to you guys. What is the correct procedure to do this in order to minimize downtime and not lose my number?

Let me check, but I believe what graemeh said is correct.

"1) move broadband, leave phone number with Telecom
2) port phone number to their VOIP service."

ETA: Yup, that is basically it. You would just need to make sure you tell us that is what you want to do so we can leave your landline connected when we provision your broadband (as it is a different service order to Chorus than if we do naked), then you arrange the number port with whoever your new VOIP provider is separately.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
https://twitter.com/BigPipeNZ

graemeh

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#944164 2-Dec-2013 14:54

BigPipeNZ: We're considering it as an add-on, so would be interested in feedback on what sorts of services you prefer, and why you would want to buy it from your ISP rather than direct from a VOIP provider.

There are two reasons why I'd buy VOIP from my ISP rather than direct from a VOIP provider
1) One bill (plus one less supplier to deal with)
2) One supplier to deal with when (if) something goes wrong. Having said that I've only had a couple of VOIP problems and in both cases it was reasonably clear the issues with more with the VOIP side of things.

graemeh

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#944165 2-Dec-2013 14:56

BigPipeNZ: For the purposes of the trial (which is limited numbers) we are covering all mandatory installation costs, but we are only serving customers who have an existing broadband connection and will be switching ISPs (so, for example, we won't be allowing a new build with a fresh connection onto our trial, or installations of second lines).

Will you be supporting customers who want to move from ADSL to VDSL as part of your trial?

Ghouly

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#944167 2-Dec-2013 14:59

graemeh:
BigPipeNZ: For the purposes of the trial (which is limited numbers) we are covering all mandatory installation costs, but we are only serving customers who have an existing broadband connection and will be switching ISPs (so, for example, we won't be allowing a new build with a fresh connection onto our trial, or installations of second lines).

Will you be supporting customers who want to move from ADSL to VDSL as part of your trial?

Haha; I was trying to subtly ask a few of these questions.

And in terms of the VoIP with one company, what you said above is pretty much how I feel. None of this "it's the probalem of x company" bollocks.

BigPipeNZ

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#944172 2-Dec-2013 15:08

graemeh:
BigPipeNZ: For the purposes of the trial (which is limited numbers) we are covering all mandatory installation costs, but we are only serving customers who have an existing broadband connection and will be switching ISPs (so, for example, we won't be allowing a new build with a fresh connection onto our trial, or installations of second lines).

Will you be supporting customers who want to move from ADSL to VDSL as part of your trial?

Yes, but bear in mind that special VDSL wiring is not a Chorus requirement so we won't be providing that for free as a default.

A couple of things to consider:

We do recommend you getting a VDSL splitter installed to get the best from your VDSL connection, if you don't already have one, but you don't absolutely need one, and we won't force you to use Chorus to do it.

Coffeebaron on geekzone (or other people like him) can install a VDSL filter for you and that will be cheaper than Chorus I believe anyway.

Given this will be Naked broadband, there won't be any landlines interfering, sky boxes, monitored alarms etc that normally stuff up the VDSL so whilst having a filter will be better, it's not absolutely necessary.

Having said all that, if you find you get VDSL without the filter and the speed absolutely sucks, then we can work something out I'm sure for the trial.

bigpipe.co.nz
https://www.facebook.com/BigPipeNZ
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#944177 2-Dec-2013 15:22

graemeh:
BigPipeNZ: We're considering it as an add-on, so would be interested in feedback on what sorts of services you prefer, and why you would want to buy it from your ISP rather than direct from a VOIP provider.

There are two reasons why I'd buy VOIP from my ISP rather than direct from a VOIP provider
1) One bill (plus one less supplier to deal with)
2) One supplier to deal with when (if) something goes wrong. Having said that I've only had a couple of VOIP problems and in both cases it was reasonably clear the issues with more with the VOIP side of things.

Thanks for that.

From my personal perspective, I generally prefer to choose all my own 'stuff' that goes over my internet (voice, email, antivirus, TV, etc), rather than be forced to take whatever my ISP provides which, in most cases I have found, doesn't actually fit my needs or just isn't as good quality as I can get by shopping around.

...and that is pretty much how we have designed BigPipe - just broadband, nothing else - it's my perfect ISP

So whilst we are considering VOIP, we really want to make sure we keep the overall model as clean and simple as possible. If we were to add it, which VOIP provider would you prefer?

I get the 'one throat to choke' argument, but in most cases it's pretty obvious who is actually having the fault.

bigpipe.co.nz
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https://twitter.com/BigPipeNZ

graemeh

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#944194 2-Dec-2013 15:42

BigPipeNZ:
graemeh:
BigPipeNZ: We're considering it as an add-on, so would be interested in feedback on what sorts of services you prefer, and why you would want to buy it from your ISP rather than direct from a VOIP provider.

There are two reasons why I'd buy VOIP from my ISP rather than direct from a VOIP provider
1) One bill (plus one less supplier to deal with)
2) One supplier to deal with when (if) something goes wrong. Having said that I've only had a couple of VOIP problems and in both cases it was reasonably clear the issues with more with the VOIP side of things.

Thanks for that.

From my personal perspective, I generally prefer to choose all my own 'stuff' that goes over my internet (voice, email, antivirus, TV, etc), rather than be forced to take whatever my ISP provides which, in most cases I have found, doesn't actually fit my needs or just isn't as good quality as I can get by shopping around.

...and that is pretty much how we have designed BigPipe - just broadband, nothing else - it's my perfect ISP

So whilst we are considering VOIP, we really want to make sure we keep the overall model as clean and simple as possible. If we were to add it, which VOIP provider would you prefer?

I get the 'one throat to choke' argument, but in most cases it's pretty obvious who is actually having the fault.

My needs for VOIP are cheap and reasonably reliable so any basic VOIP service should be able to meet it. We are currently using 2talk (with a free 028 number, so no monthly charge) and our ISP VOIP service.

If an ISP did not provide VOIP that would not stop me using them.

I'm only using my ISP VOIP service because the price is right and it allowed me to ensure I didn't lose my "landline" number.

Thinking back, that was my biggest concern with changing to a new ISP. We've had that number for decades and don't want to deal with the hassle of changing it.

I think our next step is likely to be move our "home" number to 2talk but this will only happen if we change ISPs as our current ISP VOIP service has no monthly charge and we are only charged for any usage.

DarkShadow

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#944214 2-Dec-2013 16:21

Thanks. Registered, let's see how this goes.

DarkShadow

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#944285 2-Dec-2013 18:21

BigPipeNZ:

lol, well considering we are already the cheapest ISP without any sort of data cap... (I think so anyway. Anybody know of a cheaper one?)

Trustpower's unlimited VDSL+phone is $104.21 or $99 if you sign up to their power as well.

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