How long does it take for Bigpipe to actually provide a connection date?

Forums › Spark New Zealand (including Skinny and BigPipe) › How long does it take for Bigpipe to actually provide a connection date?

Atanvaryar

5 posts

Wannabe Geek

#165818 21-Feb-2015 16:19

Hi,
I signed up for Bigpipe a week ago and the only actual e-mail I got from them is that the the order was placed and that's it.
I'm curious how long it takes them to actually provide a connection date?
I am currently on Slingshot adsl and looking forward to the switch with Bigpipe vdsl plan, but it's already been above the 5-7 days period that they "endeavour to have our customers connected".

Flickky

303 posts

Ultimate Geek

Trusted

#1243760 21-Feb-2015 16:31

We send you an email with your scheduled connection date when Chorus gives us the notification. In saying this, it sounds like your email may have slipped through the cracks. Sorry!

Can you PM me with your email address and I'll find out what happened and give you an update ASAP.

Cheers

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ojo

167 posts

Master Geek

#1245278 23-Feb-2015 23:10

It took seven days for me to receive a connection date; 14 days total from sign-up to completion. A bit annoying, but seemed worth it once it was up and running.

I think communication could definitely improve in this area: Yes, the connection is up to Chorus, but for a new customer it can be rather frustrating placing an order and then watching the calendar tick past the proposed response timeframe without any explanation.

A simple "Sorry to keep you waiting, we'll have you connected as soon as we can" type of auto-email would suffice. It says absolutely nothing, but would likely be enough to keep people from worrying and having to submit a support ticket.

Gozer

184 posts

Master Geek

#1245289 23-Feb-2015 23:37

Just for some balance Bigpipe where very fast with my communications and had us up and running in under a week.
So looks like assuming Chorus do there part the system works. As ojo says maybe some fail-safes should exist (if they don't) in case Chorus don't perform.

Flickky

303 posts

Ultimate Geek

Trusted

#1245398 24-Feb-2015 09:38

Funny you mention that.. we've identified with the longer lead times Chorus are having, some customers aren't receiving updates as quick as they should be. We've added an additional email that gets sent out for updates, but this was implemented late last week so both of you barely missed out on this :p

Coil

6614 posts

Uber Geek
Inactive user

#1245422 24-Feb-2015 10:01

Flickky: Funny you mention that.. we've identified with the longer lead times Chorus are having, some customers aren't receiving updates as quick as they should be. We've added an additional email that gets sent out for updates, but this was implemented late last week so both of you barely missed out on this :p

I required 3 months compensation for this :).

hio77

'That VDSL Cat'
12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

Subscriber

#1245713 24-Feb-2015 16:50

TimA:
Flickky: Funny you mention that.. we've identified with the longer lead times Chorus are having, some customers aren't receiving updates as quick as they should be. We've added an additional email that gets sent out for updates, but this was implemented late last week so both of you barely missed out on this :p

I required 3 months compensation for this :).

im sure your username at the time counts you out of getting anything eh ;)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

Atanvaryar

5 posts

Wannabe Geek

#1247794 27-Feb-2015 13:17

Hello Bigpipe, again.
I am in general a very patient person, since I used to work in IT helpdesk and support.
But I am getting royally pissed off right now.

It's been almost THREE weeks since we signed up for Bigpipe and we still haven't heard the connection date.
As a matter of fact, we haven't got a single damn email from them except the automated response telling "we will get in touch within 24 hours or sooner!".
We are bombarding Bigpipe with queries, explicitly pointing out that it is urgent and still no reply.

My connection died yesterday. Like literally, no line tone when the phone is connected, the modem cannot connect so I was hoping it was the switch moment, even if Bigpipe hasn't contacted us, but alas...
Connection is dead for over 24 hours now, our current provider is rolling over to the next months plan and they are claiming they have no issues with the connection on their end.
Plus they claim they didn't receive any request from Bigpipe to switch us over, so that basicly means that Bigpipe didn't even contact them.

So I am kindly and patiently asking Bigpipe to contact me at alexander.izmaylov@gmail.com and PLEASE answer my query!
Also, any kind of advice from the good people here is welcome. I'm in New Zealand for just over a month and I'm kind of at a loss.
Who would I contact about a dead line?
Is it normal in NZ that switching from one ISP to another takes so much time and brings so many issues?

Kind regards,
Alex

Flickky

303 posts

Ultimate Geek

Trusted

#1247819 27-Feb-2015 14:07

You've been added as a contact on the account as of 3 days ago, however the request to add you to the account did not also request that you be sent updates, just that your email address be added to the account so you could, for example, make changes to the account. By default, all order update notifications are sent only to the main contact's email address unless otherwise requested.

Although we acknowledge there were delays when you originally signed up, we have been sending updates about your connection status; the most recent email was earlier today letting you know everything's completed and you've been switched over from your previous provider.

Sorry about the experience so far. I'll re-send the last couple of emails we've sent to the other email address to your email as well just so you have visibility of this too. You can definitely contact us about your connection issues also - I'll get our support team to have a look at your line for you and send you an email with a couple of things to try.

Atanvaryar

5 posts

Wannabe Geek

#1247831 27-Feb-2015 14:31

Thank you for the update, Flickky!
So I was right thinking it was the switch yesterday. Glad to hear it.
Why does my modem say it's not connected then? I am running the DSL-N66U modem, which supports both ADSL from my previous ISP and VDSL for switching to Bigpipe.
Which settings should I check?

Cheers

Atanvaryar

5 posts

Wannabe Geek

#1247858 27-Feb-2015 15:15

I think I may have found the culprit of my downed connection. I actually had an ADSL splitter between the modem and the phone jack from my previous ISP. But now I am at a loss again, how do I connect an RJ11 phone cable from my modem to this weird horizontal kind of jack I have in the wall? Are there adapters for sale or special cables or something? I haven't seen such jacks in Europe.

NonprayingMantis

6434 posts

Uber Geek

#1247862 27-Feb-2015 15:24

Atanvaryar: I think I may have found the culprit of my downed connection. I actually had an ADSL splitter between the modem and the phone jack from my previous ISP. But now I am at a loss again, how do I connect an RJ11 phone cable from my modem to this weird horizontal kind of jack I have in the wall? Are there adapters for sale or special cables or something? I haven't seen such jacks in Europe.

'weird horizontal jack' sounds like a BT jack. (as, in British Telecom, from Britain, which is in Europe :P )

Rather than buying an adaptor, you would be better off just buying the cable - RJ11 to BT. (probably from dick smith, or pbtech)

Adaptors will always give a worse experience than just having the right cable.

Atanvaryar

5 posts

Wannabe Geek

#1247864 27-Feb-2015 15:26

Well, yeah, haven't been to Britain before :)
So I don't need a vdsl splitter or anything with bigpipe, right? Since they don't provide a landline.
Just get a BT to RJ11 cable?

lxsw20

3508 posts

Uber Geek

Subscriber

#1247865 27-Feb-2015 15:30

Yip and make sure you have set VLAN 10 on the VDSL connection

richms

27972 posts

Uber Geek

Trusted

Lifetime subscriber

#1247871 27-Feb-2015 15:37

If the router is setup for pppoa and vci/vpi 10/100 it won't work on vdsl.

Check your settings are pppoe vlan 10 and vci/vpi 10/110 as vdsl needs.

Is there sync in the status of the router? I wouldn't think a plug in filter would totally stop vdsl from working all together.

Richard rich.ms