BigPipe response times are SLOW and looking for an answer to moving house (existing customer)

Forums › Spark New Zealand (including Skinny and BigPipe) › BigPipe response times are SLOW and looking for an answer to moving house (existing customer)

timbosan

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#171597 24-Apr-2015 13:21

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.

slingynz

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#1290806 24-Apr-2015 13:25

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

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#1290808 24-Apr-2015 13:28

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

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#1290820 24-Apr-2015 13:37

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

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#1290830 24-Apr-2015 13:53

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

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#1290843 24-Apr-2015 14:22

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

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#1290845 24-Apr-2015 14:27

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

I will PM you.

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BigPipeNZ

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#1290846 24-Apr-2015 14:30

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

timbosan

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#1290851 24-Apr-2015 14:39

Agreed.

Can a mod close this thread please?