Bigpipe playing a game with Credit Checks?

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe playing a game with Credit Checks?

Baron

6 posts

Wannabe Geek

#246699 18-Feb-2019 00:06

Hi Guys,

After lengthy consideration I signed up with Bigpipe 10 Days ago for the fastest Fibre available. I signed up with my wife's name so she can claim gst / expenses through her home business. On Tuesday my wife recieved and email from Lowela at Bigpipe saying she failed her credit check but she could sign up with no fixed term.

Obviously this is pointless as I want the first three months free....

She told me Wed night. Thursday we contacted the bank and confirmed there is no credit issue. She has never purchased anything on Hire Purchase etc and we own 80 percent of our own home. Once our bank manager confirmed there was no issue we replied to Bigpipe on Thursday 4pm asking them to look into what is going on.....

And we have heard nothing back 4 days later. I accepted that Bigpipe didn't have a phone service desk as I thought two things 1. I would have little issues 2. If there was an issue the online service would be fast and super helpful.

But honestly sometimes you need to pick up the phone and find out what the #@!% is going on.

I haven't even joined yet and I'm getting jerked around. Plus I was really hoping to have it installed and ready to go by now as fibre has just been put in my street and I've been hanging out for it for years.

Is this what I can expect from Bigpipe service going forward? Do they regret the whole three months for free thing and want to ignore me into going to anouther provider?

This is a filtered page: currently showing replies marked as answers. Click here to see full discussion.

BigPipeNZ

1170 posts

Uber Geek

Trusted

BigPipe

#2183494 19-Feb-2019 10:36

I can't share too much because of privacy reasons, but Nick's been in touch and I've had a chat with his wife. After having a chat with her, I've found the source of the problem and we've got it resolved now. :)

If anyone else reads this at a later date and is having a problem with a credit check, I'd strongly recommend you come through our live chat and have a chat with us. You can do that by clicking on Mike in the bottom right hand corner of the Bigpipe website, and asking to speak to a person.

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

Baron

6 posts

Wannabe Geek

#2183532 19-Feb-2019 11:30

Hi Guys,

Thanks so much for all the feedback its been amazing. I said to my wife when this happens "I'll put it on geekzone and that crew will work it out for us" cue very shady look from my wife at the mention of geeks.

So first off thanks to David at Bigpipe for taking charge of this and really ramping up the Customer Service to 10.

However, it is still true that no one contacted us from Thursday till Monday arvo and the catalyst for that contact was posting here so I really do feel that Bigpipe CS could have been better at communicating. David explained that they have less staff on weekends and that they ramp up employment in March/April as that is a busy time. But I still think if you can't call then you need fast responses.

I had no idea about the chat to a real person feature in the ask Mike chat box. I thought it was one of those annoying auto things so thanks to everyone who suggested that. I'm not sure if i'm stupid or if it could be marketed better to make that really crucial feature more obvious?

Also thanks for the credit check suggestions I totally looked into creditsimple.co.nz website but personally I was put off by the having to sign up and then receive more marketing emails from them. Also it has a 1.6 out of 5 rating from 18 reviews on Google for exactly that spam marketing.

For interest sake at this stage the issue could be that I signed up with my wife's married name not her maiden name. We have only been married three years and so her passport and drivers licence are one thing while her banks and other things are anouther as it takes quite a long time to fully change over your name! So this could mean that her married name has no credit history at all which would be a red flag. So Bigpipe are going to try again with both names and if it still comes back bad we will sign up with my name and get the invoice sent to my wife's business so it works for tax purposes.

However, there genuinely is no reason for either of us to have bad credit so if it does fail again I will use one of the following government approved websites that michealmurfy suggested

https://www.govt.nz/browse/consumer-rights-and-complaints/debt-and-credit-records/check-your-own-credit-report/

To investigate it further as like many of you said fraud is something to be aware of.

Personally i'm not a fan of there being an increase in credit checks before you can sign up for things. As many of you have mentioned they are little grounded in the reality of your financial situation or as xpd suggested there are easy ways to game the system anyway.

I'll let you know the outcome but thanks for all your help. Its really important to have a community that supports people and then encourages businesses to support its customers as well.

So thanks guys and thanks to David from Bigpipe.

Baron

6 posts

Wannabe Geek

#2183843 19-Feb-2019 17:58

Hi guys,

Credit Check passed!

Problem was to do with using Married name and not Maiden name in the check. Bit strange to me because the Drivers Licence details should guide them to the exact person. So something to be aware of for future checks when relatively newly married.

Thanks Again every for all the suggestions and help.