Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


timbosan

2159 posts

Uber Geek


#171597 24-Apr-2015 13:21
Send private message

I am moving house tomorrow and I am already with BigPipe, and I am paid up until early May, and I have already disconnected my previous broadband and moved out, and I am trying to find out what I need to do to sign up at a new property.

The new house has DSL (no VDSL, that will be a drop from the 45/10!) and is also the UFB zone.  However due to the time UFB can take, I want to get DSL first, then move to UFB (the house is subdivided, plus its an overhead run).  However I need to know:

* As I am an 'existing' customer, how do I request a connection? The website only handles new (to BigPipe) customers, and as I have already moved out of the old house, its not a transfer (I could be wrong)
* What happens to the credit I have on my account? Is it tranferred over and hence my payment dates stay the same?

I have asked BigPipe, however the second point of this post is there response times, currently sitting at 718 minutes for account queries!  That's 12 hours!  I have never seen it that high.  And they are taking that long to reply.  Has something changed at BigPipe?

I also feel I will be visited by Coffeebaron again soon, I will have to see what I can get out of the DSL connection.  It doesn't look like a master splitter has been installed.

Create new topic
slingynz
154 posts

Master Geek


  #1290806 24-Apr-2015 13:25
Send private message

By "I have already disconnected my previous broadband", does that mean you have just unplugged the modem without contacting Bigpipe?

If that's the case it's a transfer. The line is still active.



timbosan

2159 posts

Uber Geek


  #1290808 24-Apr-2015 13:28
Send private message

Nope, I have moved out, informed BigPipe, and have been told by BigPipe the new owners have BB connected (They know this because the new people got there connection request in before BigPipe processed the termination, hence it was terminated that way).

I moved out of the 17th, and move into the new place tomorrow, but paid up until May, hence trying to work out if I am a new customer, existing, or something else, and how to get BB at the new place.

BigPipeNZ
1170 posts

Uber Geek

Trusted
BigPipe

  #1290820 24-Apr-2015 13:37
Send private message

Hi,
good news you can get UFB at your new place, but unfortunately if you are moving in tomorrow youve left this a little late to get ADSL up and running in time.
:(


from our FAQ:
Q What do I need to do to move house?

A You can submit a move house request via our support form. We need at least ten days notice for this. ....


To answer your specific questions:

* As I am an 'existing' customer, how do I request a connection? The website only handles new (to BigPipe) customers, and as I have already moved out of the old house, its not a transfer (I could be wrong)


Ideally, you should have just sent an email through our website a couple of weeks ago as per above and we can do a move house.
If you have already disconnected at your current place without telling us you wanted to move house, then you are no longer a Bigpipe customer, so you will need to sign up as a new customer using the normal sign-up form.  It will likely take a week or so to get you connected.


* What happens to the credit I have on my account? Is it transferred over and hence my payment dates stay the same?


It is not possible for you to have credit on your account (we only take money when an invoice is due, and you cannot 'preload' your account with money you don't owe).
when disconnecting, if you paid for a month and then disconnected part way through that month, then you don't get any refund for the unused portion when disconnecting.

As a new customer, your new billing date will be determined by the connection date at your new place.

again, if you just requested disconnection without letting us know you wanted to move then that's how it works I'm afraid.


I have asked BigPipe, however the second point of this post is there response times, currently sitting at 718 minutes for account queries!  That's 12 hours!  I have never seen it that high.  And they are taking that long to reply.  Has something changed at BigPipe?


We prioritise urgent queries (connection problems etc) so they get responded to quicker (45 mins right now, vs SLA of 2 hours)

Account queries, house moves etc aren't deemed urgent, so there is a 24 hour SLA for a response on those. (currently responding in about 12 hours)


If you PM me your email address I'll take a look at your account and see if I can figure out better what has happened.

cheers







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




timbosan

2159 posts

Uber Geek


  #1290830 24-Apr-2015 13:53
Send private message

Well that will teach me to not read the FAQ!

Although there was several days between moving out of the old, and finding the new property, so not sure it could have been processed as a 'move' anyway.

BigPipeNZ
1170 posts

Uber Geek

Trusted
BigPipe

  #1290843 24-Apr-2015 14:22
Send private message

ok,  I've had a look and spoken to the team here.

Someone will email you confirmation shortly, but here's what I think is the best course of action:


We don't need you to sign up again,  just email the team your new address to confirm and that you want to sign up to ADSL.

We'll get that processed today with Chorus if you can do it in the next hour or so.  It might still take a few days to get you connected, depending on availability of Chorus techs in the area, whether line is intact etc
Once we have you connected,  then request an upgrade to UFB  (there is a 'change plan' section in the drop down topics on the form) and we can kick off the work for that.

Since there is only a few days between disconnecting and reconnecting, we'll carry over your previous account so you will be paid up until the 7th, and your next bill will just go from there.




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


timbosan

2159 posts

Uber Geek


  #1290845 24-Apr-2015 14:27
Send private message

Wow, thanks, that's great news!  Except in the meantime I signed up again, LOL! 

I will PM you.

BigPipeNZ
1170 posts

Uber Geek

Trusted
BigPipe

  #1290846 24-Apr-2015 14:30
Send private message

ok, not to worry. we can sort that.

I'll leave it with the team to coordinate now - better to just have one channel of communication so we don't get any more wires crossed (literally)




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


 
 
 

Trade NZ and US shares and funds with Sharesies (affiliate link).
timbosan

2159 posts

Uber Geek


  #1290851 24-Apr-2015 14:39
Send private message

Agreed.

Can a mod close this thread please?

Create new topic





News and reviews »

Air New Zealand Starts AI adoption with OpenAI
Posted 24-Jul-2025 16:00


eero Pro 7 Review
Posted 23-Jul-2025 12:07


BeeStation Plus Review
Posted 21-Jul-2025 14:21


eero Unveils New Wi-Fi 7 Products in New Zealand
Posted 21-Jul-2025 00:01


WiZ Introduces HDMI Sync Box and other Light Devices
Posted 20-Jul-2025 17:32


RedShield Enhances DDoS and Bot Attack Protection
Posted 20-Jul-2025 17:26


Seagate Ships 30TB Drives
Posted 17-Jul-2025 11:24


Oclean AirPump A10 Water Flosser Review
Posted 13-Jul-2025 11:05


Samsung Galaxy Z Fold7: Raising the Bar for Smartphones
Posted 10-Jul-2025 02:01


Samsung Galaxy Z Flip7 Brings New Edge-To-Edge FlexWindow
Posted 10-Jul-2025 02:01


Epson Launches New AM-C550Z WorkForce Enterprise printer
Posted 9-Jul-2025 18:22


Samsung Releases Smart Monitor M9
Posted 9-Jul-2025 17:46


Nearly Half of Older Kiwis Still Write their Passwords on Paper
Posted 9-Jul-2025 08:42


D-Link 4G+ Cat6 Wi-Fi 6 DWR-933M Mobile Hotspot Review
Posted 1-Jul-2025 11:34


Oppo A5 Series Launches With New Levels of Durability
Posted 30-Jun-2025 10:15









Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.