Unsatisfactory response times from Bigpipe

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9 posts

Wannabe Geek

#1954655 10-Feb-2018 09:37

Linux:

@melv1nratedr A move should be minimum 10 business working days notice this is also advised on the Bigpipe website and all other ISP sites

https://www.bigpipe.co.nz/faq/faq-my-account/what-do-i-need-to-do-to-move-house

Linux

But if they're going to order a DSL or Fiber connection on the day one requests the move, that's still going to delay activation by 5 days (in case of DSL) and 8 weeks (in case of Fiber). My case wasn't even looked at until I pinged them. Ideally, they must send an email explaining the typical delays, so that the customer can arrange for an installation of a Fiber/temporary DSL as close as possible to his move date. It's ridiculous that I get power without any interruption but I need to wait anywhere between 5-56 days to get an internet connection. And all this in Auckland CBD!

I hope other (better) ISPs at least let me schedule an installation date as soon as I request a move.

RunningMan

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Uber Geek

#1954657 10-Feb-2018 09:39

melv1nratedr:[snip] To my shock, the Fiber install date at the new place, which is a apartment with Fiber in the building already, is almost 7 weeks later.

Shock, really? Displeasure perhaps, but being shocked seems to be an over reaction. There's still plenty of hurdles with UFB installs, particularly in an MDU. Seven weeks doesn't appear unusual.

melv1nratedr

9 posts

Wannabe Geek

#1954658 10-Feb-2018 09:41

sbiddle:

Expecting *any* RSP to have a new fibre connection up and going within 6 days is a totally unrealistic expectation. Install times even in MDU's which are ready for provisioning can be a minimum of several weeks as build work can still be required to get to apartments.

In most cases you'd even struggle to get xDSL connected within 6 days unless there was an intact existing voice line that you could provide the ASID for it to be provisioned on.

The only time 6 days is even close to doable for UFB is if there was an existing intact ONT in place and you could provide the serial number.

I got Fiber connected within 3 days the last time. Maybe it was because I had signed up as a new customer. Similar situation where the building had Fiber but my apartment didn't.

sbiddle

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#1954659 10-Feb-2018 09:41

melv1nratedr:

Linux:

@melv1nratedr A move should be minimum 10 business working days notice this is also advised on the Bigpipe website and all other ISP sites

https://www.bigpipe.co.nz/faq/faq-my-account/what-do-i-need-to-do-to-move-house

Linux

But if they're going to order a DSL or Fiber connection on the day one requests the move, that's still going to delay activation by 5 days (in case of DSL) and 8 weeks (in case of Fiber). My case wasn't even looked at until I pinged them. Ideally, they must send an email explaining the typical delays, so that the customer can arrange for an installation of a Fiber/temporary DSL as close as possible to his move date. It's ridiculous that I get power without any interruption but I need to wait anywhere between 5-56 days to get an internet connection. And all this in Auckland CBD!

I hope other (better) ISPs at least let me schedule an installation date as soon as I request a move.

The process won't differ by RSP, they can still only book the same Chorus slots.

Comparing Internet and electricity is also meaningless as they are totally unrelated. A technician from your power company doesn't need to visit and run cable for your power to be connected because electricity in your apartment will already be live and all that changes is who controls the meter. If it did you'd find electricity took just as long to be connected.

RunningMan

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Uber Geek

#1954661 10-Feb-2018 09:43

melv1nratedr: [snip] It's ridiculous that I get power without any interruption but I need to wait anywhere between 5-56 days to get an internet connection. And all this in Auckland CBD!

I hope other (better) ISPs at least let me schedule an installation date as soon as I request a move.

Power and internet are so different there is no comparison at all.

As for scheduling an installation date, given you are in a Chorus area, they're going to provide a date or list of possible dates to whatever ISP, not the other way around.

Linux

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#1954662 10-Feb-2018 09:43

@melv1nratedr Just cause you live in the CBD has zero to do with this, A Fibre connection with the ONT already installed then the activation is very quick

Any install / activation jobs are not handled by the retail ISP they are handled by Chorus if copper if not then the fibre provider for that area Chorus as in your case

You should be providing more notice in future you must have known you were moving further out than 6 days

Linux

sbiddle

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#1954663 10-Feb-2018 09:43

melv1nratedr:

sbiddle:

Expecting *any* RSP to have a new fibre connection up and going within 6 days is a totally unrealistic expectation. Install times even in MDU's which are ready for provisioning can be a minimum of several weeks as build work can still be required to get to apartments.

In most cases you'd even struggle to get xDSL connected within 6 days unless there was an intact existing voice line that you could provide the ASID for it to be provisioned on.

The only time 6 days is even close to doable for UFB is if there was an existing intact ONT in place and you could provide the serial number.

I got Fiber connected within 3 days the last time. Maybe it was because I had signed up as a new customer. Similar situation where the building had Fiber but my apartment didn't.

Makes no difference if you're a new customer or an existing customer.

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melv1nratedr

9 posts

Wannabe Geek

#1954667 10-Feb-2018 09:49

@Linux @sbiddle: I understand the bottleneck here is Chorus but my main complaint is that BigPipe doesn't start any comms as soon as the move is requested. If they're going to email customers on the day of the move, I fail to understand how a 10 days notice would make it better. Also, the ISP might have an idea of the delays in an area and that can also be used to alert a customer in the first email, so that they can make necessary arrangements for the temporary connection.

RunningMan

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Uber Geek

#1954671 10-Feb-2018 09:56

@melv1nratedr it's not unreasonable to expect prompt (i.e. better) communication from Bigpipe, considering their available communication methods, but the delay in connecting UFB in an MDU is in no way their fault. It reminds me of the saying - lack of planning on your part does not make it an emergency on mine. Internet connectivity when moving premises is complex, and requires significant forward planning if it is to be seamless. It is infinitely more complex than changing power providers, as with power there is a constant connection to each and every property all the time. In terms of temporary connections, it could be worth looking at both Skinny and 2degrees for wireless. xDSL is likely to be easier to connect than UFB in the interim also.

sbiddle

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#1954674 10-Feb-2018 10:01

melv1nratedr:

@Linux @sbiddle: I understand the bottleneck here is Chorus but my main complaint is that BigPipe doesn't start any comms as soon as the move is requested. If they're going to email customers on the day of the move, I fail to understand how a 10 days notice would make it better. Also, the ISP might have an idea of the delays in an area and that can also be used to alert a customer in the first email, so that they can make necessary arrangements for the temporary connection.

Yes it's not good service not replying, but none of that changes the fact you won't get an install any quicker due to your last minute notifications.

An RSP also has no idea of "delays" in an area until they lodge a job - there could be any number of reasons for the timeframe which could include anything from additional work required in a building down to specialised people required.

It's also worth noting here that February is always the busiest month of the year for Chorus with so many people moving and wanting new connections. It's not uncommon to find up to several weeks for a xDSL install.

melv1nratedr

9 posts

Wannabe Geek

#1954680 10-Feb-2018 10:16

@sbiddle: I wouldn't call 6 days of notice 'last minute.' I couldn't earlier because I hadn't signed my apartment contract yet #GenerationRent. If I were contacted immediately after my request date, I would've had a temp connection going by my requested move date.

You guys are right in suggesting that as a geek and a lurker on this forum, I should've known better. My last experience setting up fiber and the lack of comms from BigPipe until the last day is what really caught me off-guard.

@RunningMan: don't Skinny/2Degrees require you to get their own modem?

michaelmurfy

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#1954686 10-Feb-2018 10:39

For a UFB connection yes, it is last minute. You can't expect them to stop dealing with other customers and suddenly provision you a new connection. Furthermore, it took me 4mo to get a UFB connection installed so consider yourself lucky.

Don't complicate the process by attempting an ISP switch - this is the absolute worst thing you can do if you want a connection quickly. You need to just wait.

Also note as per BigPipes own FAQ's:

You can submit a move house request by logging into your account on the Bigpipe website at www.bigpipe.co.nz/login and click on the "Change Address" button. We need at least ten days' notice for this.

Michael Murphy | https://murfy.nz
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melv1nratedr

9 posts

Wannabe Geek

#1954688 10-Feb-2018 10:58

michaelmurfy:

Don't complicate the process by attempting an ISP switch - this is the absolute worst thing you can do if you want a connection quickly. You need to just wait.

Yup. Not gonna do that and be delayed further.

I remember when at our Toastmasters club, a Chinese colleague of mine spoke about her horror story getting internet connected here taking months vs hours back in Shanghai. I thought then this would never happen to as long as I lived in the CBD. As an immigrant myself, this is the 2nd worst experience I've had after immigration. Thanks everyone for reminding me that dealing with a monopoly is bad everywhere in the world.

RunningMan

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Uber Geek

#1954725 10-Feb-2018 11:35

In your case it's quite likely the issue is rooted in a monopoly, but not the one you're thinking of. With an MDU, getting through the bodycorp can often be the biggest hurdle. It's getting more common for new Chorus UFB installs to be under a week, from order, then build, then go live, but complex installs - MDUs and the like - can still take a lot of time, and the delays are often around administrative issues with property owners, not technical issues with the build.

Going back, you mention there is fibre in the building - this can mean a lot of things, but if there is an ONT already assigned to your apartment, it should be fairly simple to provide the serial number, and have the connection provisioned easily.

jbard

1377 posts

Uber Geek

#1967669 3-Mar-2018 22:14

Disappointing service continues for me, had a connection issue today, lodged a ticket at 5pm and 5 hours later I finally get a reply saying they can't find an account associated with my email (the only email I have used with them for the past 3 years). I know I didn't have a typo in the email I used as they are replying to me without problems.

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