Feedback on BigPipe Please

Forums › Spark New Zealand (including Skinny and BigPipe) › Feedback on BigPipe Please

1 | 2 | 3 | 4 | 5

1362 posts

Uber Geek

#1728356 1-Mar-2017 15:31

Thanks a lot for your help, and sorry if I've moaned a bit much or come across too impatient. Like most things in life, I guess things happen when you speak up!

Now that Chorus have booked an appointment and time off work has to be arranged so someone can be home, how reliable are they at turning up on the day?

invisibleman18

1362 posts

Uber Geek

#1757377 6-Apr-2017 09:34

So this afternoon was supposed to be the day for the install and getting connected, but sadly as I mentioned in the NZ Broadband forum our landlord gave us notice to move in the weekend before last as he's decided to sell, and his agent told him to sell the house vacant rather than with sitting tenants. So decided to cancel the order as figured there was no point getting it done, only to have to change back to ADSL again in a couple of months if our next place doesn't have fibre available. Easier to stick with what we have for now rather than potentially changing our services and providers twice in the space of a couple of months. Landlord can order it himself when we leave if he wants it installed.

So sadly after the months of waiting and moaning it wasn't to be this time. May try again at the next place, but may just wait until we have our own place one day instead of getting it done for ultimately someone else's benefit. And just to rub it in a bit, as I left for work this morning a Chorus van was outside the front door with a guy doing the install for the nextdoor house we're attached to. So guess they originally scheduled both installs for the same day with the same guy for convenience.

HellraiserNZ

110 posts

Master Geek

ID Verified

#1757381 6-Apr-2017 09:41

Aw man, that is one of the saddest things I've read in this forum to date. I hope you get the fibre you want at some point this year or in the very near future.

I am also waiting on fibre in my area in the innner Auckland CBD, let alone the body corporate issues that are gonna come with it.

When you do sign up or if anyone does (shameless plug), use my referral: https://www.bigpipe.co.nz/?referralCode=83b62d32-b068-4af2-ab1b-f433cfda5c21

Hang in there :)

invisibleman18

1362 posts

Uber Geek

#1757452 6-Apr-2017 11:57

Thanks. Never mind though, more important things to worry about, like finding somewhere to live now! If it’s already installed at the next place then I guess it shouldn’t be too painful to sign up and get connected, but if not then I can’t really be bothered starting from scratch with consents again. Not if it’s a rental anyway, but looking into whether buying is possible first so if it happens to be my own place then it’s more worthwhile to go through it.

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1757637 6-Apr-2017 15:09

invisibleman18:

Thanks. Never mind though, more important things to worry about, like finding somewhere to live now! If it’s already installed at the next place then I guess it shouldn’t be too painful to sign up and get connected, but if not then I can’t really be bothered starting from scratch with consents again. Not if it’s a rental anyway, but looking into whether buying is possible first so if it happens to be my own place then it’s more worthwhile to go through it.

Really sorry this couldn't be done for you before your move. Hopefully your new place will be fibre ready.

Let us know if there's anything we can do to help you get moved - we've got a new widget on our dashboard that should help make it a bit smoother.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

evnafets

537 posts

Ultimate Geek

Lifetime subscriber

#1775411 4-May-2017 10:33

Just wanting to get some feedback on other people's experience using email to get in touch with Bigpipe. How quick is the response?
And how good are they at answering the questions you ask?

So far for me it seems to be 2-3 business days on simple things.

Others seem to take a week or more. And then I'm not sure if its a reply to the question, or just another email sent from the connection process.

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1775456 4-May-2017 11:36

I was very impressed when I changed to BigPipe a couple of months ago. (VDSL)

Replies were timely and knowledgeable.

It will be interested to know how they go this time - I have just asked to change to Fibre. Their website is not as up to date as the Enable website which shows that fibre is finally available to me so I could not "change plan" via the BigPipe website (UFB is greyed out).

Rob

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1777513 8-May-2017 08:55

Still happy.

Got reply from Bigpipe on the same day as I asked to change to UFB.

Next day I was contacted by Enable to organise dates for the scope of work and installation.

If it goes to plan it should all be done within one and a half weeks of asking.

Rob

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1783740 17-May-2017 15:46

Installation went fine and immediately after connecting my speed test showed 370 up / 390 down.

A few minutes later and I was getting 26 down / 380 up

Logged a support call. Went out for an hour. Got an email saying they have "an extra-high volume of customer enquiries, and it’s taking a bit longer than usual to get to your email." (This is what I used to get on the "on-hold message" with my previous ISP)

Got home and ran the test again and got 420/390

Minutes later now I have 45 down / 330 up

????????????

Rob

evnafets

537 posts

Ultimate Geek

Lifetime subscriber

#1783747 17-May-2017 16:08

Yeah, I'm still waiting. Not Bigpipes fault though (I don't think)

The technician came out for the first scoping visit (09/05). Couldn't find the cable (after digging around where he was told it should be) and so put the job on hold.
Apparently there should have been a cable coming from the pole across the street to the bottom of our driveway where the phone cable is. But there wasn't.

Bigpipe on the same day updated me "Due to issue preparing your installation, Chorus have had to reschedule your scope date".

Cool I thought. I can understand that. No cable, no connection. They'll be back in touch once someone actually runs the cable.
I haven't heard anything from Bigpipe since then.

Then on 15/05 I received a text message from Chorus "Just a reminder that your fibre installation is still on hold, please call your service provider with your reference number to rebook your installation"...

Query sent to Bigpipe on the same day. 48 hours later and no response as yet

From the chorus message it seems I need to do something to rebook the installation?
As far as I think, Bigpipe can't do anything until Chorus gets their side of things done. But if that is the case why are Chorus telling me to call the service provider?

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1783749 17-May-2017 16:17

Well I think my crisis is over.

Disconnected several devices and narrowed the problem down to Netflix streaming.

Rob

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1784051 18-May-2017 10:23

evnafets:

Yeah, I'm still waiting. Not Bigpipes fault though (I don't think)

The technician came out for the first scoping visit (09/05). Couldn't find the cable (after digging around where he was told it should be) and so put the job on hold.
Apparently there should have been a cable coming from the pole across the street to the bottom of our driveway where the phone cable is. But there wasn't.

Bigpipe on the same day updated me "Due to issue preparing your installation, Chorus have had to reschedule your scope date".

Cool I thought. I can understand that. No cable, no connection. They'll be back in touch once someone actually runs the cable.
I haven't heard anything from Bigpipe since then.

Then on 15/05 I received a text message from Chorus "Just a reminder that your fibre installation is still on hold, please call your service provider with your reference number to rebook your installation"...

Query sent to Bigpipe on the same day. 48 hours later and no response as yet

From the chorus message it seems I need to do something to rebook the installation?
As far as I think, Bigpipe can't do anything until Chorus gets their side of things done. But if that is the case why are Chorus telling me to call the service provider?

Hey @evnafets, have you heard back about this yet? Let me know if not and I'll see what I can do.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1784058 18-May-2017 10:39

robfish:

Well I think my crisis is over.

I was happy this morning with about 600Mbps both ways.

(Should I expect more?)

Rob

JoshBigpipe

122 posts

Master Geek

Trusted

BigPipe

#1784281 18-May-2017 14:40

robfish:

robfish:

Well I think my crisis is over.

I was happy this morning with about 600Mbps both ways.

(Should I expect more?)

Depends on your device and the sort of connection you're running. And, of course, real-world performance is way different to speedtests! That being said, we have plenty of customers who hit or exceed our theoretical maximums on Elite speedtests (talking 900 / 500 Mbps) so if you're in the mood for a bit of tweaking, there's no reason not to give it a go. I've personally seen Bigpipe HG659s hit 800+ Mbps down, and this thread has plenty of info http://www.geekzone.co.nz/forums.asp?forumid=158&topicid=204550.

www.bigpipe.co.nz

https://www.facebook.com/BigPipeNZ

https://twitter.com/BigPipeNZ

robfish

683 posts

Ultimate Geek

Lifetime subscriber

#1784297 18-May-2017 15:14

JoshBigpipe:....... this thread has plenty of info http://www.geekzone.co.nz/forums.asp?forumid=158&topicid=204550.

Great, that thread suggested "use the Spark Auckland server for the "definitive" speedtest"

(I have a NetComm NF8AC)

I changed to the Spark Auckland server and got 866/533 on my first test

then 935/529 on the second. I can't ask for better than that.

Rob

1 | 2 | 3 | 4 | 5