A f headache

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Forums › Spark New Zealand (including Skinny and BigPipe) › A f headache

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SoberJoker

45 posts

Geek

#1266097 23-Mar-2015 19:13

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michael001: Speaking to the email support portion of this discussion - I have had nothing but flawless email communication from Big Pipe.

Very fast responses, clear instructions - absolutely fantastic.

I absolutely never want Big Pipe to change or adjust their support method, never have I had an ISP with a support system that worked well - these guys have it nailed.

You must of had a awesome rep serve you, sadly it wasn't the case for me. There's always a variety of people in a company some good some bad.

NonprayingMantis

6434 posts

Uber Geek

#1266099 23-Mar-2015 19:17

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Did u get it working with the Netgear router?

It should just work using that.

SoberJoker

45 posts

Geek

#1266101 23-Mar-2015 19:19

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NonprayingMantis: Did u get it working with the Netgear router?

It should just work using that.

YES MAN! thanks heaps for the advice. learned alot haha

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#1266990 24-Mar-2015 16:26

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Hi,

Glad to hear it's all working for you now, and apologies for the issues you are having.
(It was me that responded to you on Twitter on the weekend - so I have been aware of this since it started a few days ago)

Just wanted to let you know we are reviewing our processes for when we call customers - we definitely should have called you sooner in this instance, as it could have been resolved pretty quickly by establishing the VLAN tagging issue.

Just to confirm - with UFB you actually don't need a 'modem' (the ONT is essentially a modem) but what you do need is a decent router.
Most ISPs configure their UFB connection using VLAN tagging, which allows them to use the CIR (Committed information rate) to guarantee their own voice traffic gets through (so their voip still works if the connection is otherwise saturated - which is going to be very rare when you have speeds 100Mbps+)

Since Bigpipe doesn't do VOIP, there is no real need for us to order our UFB connections with VLAN tagging (we can do it if the customer requests it though). Customers can still use VOIP, but the traffic is treated the same as any other traffic.

The benefit of this to us is that virtually any standalone router will work with Bigpipe UFB - (although it will need to be powerful enough to actually route the high speeds that UFB provides).

The only exception, it seems (and this is a new one to me) are routers where VLAN tagging cannot be changed. This is the first case we've seen where this has happened, which is why our team were probably little confused. But we'll definitely be adding this to our documentation about what routers you CANNOT use with Bigpipe UFB.

Thanks again,
Oliver

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

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