Just want to say great service from BigPipe yesterday.
Proactive email from them regarding the network issues that happened yesterday.
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sultanoswing: I wouldn't mind them being a bit more awesome & proactive with UFB in Palmerston North...
thanks for the feedback, and sorry to hear you didn't feel our support was up to scratch in this situation.
You are quite right that the wifi request was unnecessary - we could definitely have saved an email (and a couple of hours) there. Will pass this onto the team to make sure our processes are correctly up to date here.
However, the other email, regarding isolation test, was still useful, since the chorus tech fiddling and your slowdown could easily be a coincidence,
Of course, you know that an isolation test won't do anything, but we don't know whether or not you have other devices or a master filter plugged in unless you tell us that in the initial email - so we have to ask that question to eliminate that as a possible cause.
(you'd be surprised how often people attribute slowdowns to this sort of thing - it only takes someone seeing a chorus van in the street before all sorts of things get attributed to them, and the last thing you want is a $150 'no fault found' fee)
Just a minor correction though to your post above. I've looked at the case and can see you logged the issue at 3pm on the saturday, then, after 2 emails back and forth (1 asking about wifi, and 1 asking for isolation test), we logged the fault at 7.50pm - so it was around 5 hours, not 9 before we ordered the tech, and then issue was fixed by about ~1.30pm on Sunday (the next day)
It's very rare for chorus to schedule a tech the same day as a fault is logged (especially on a weekend), so even if we had logged the fault as soon as we received your initial email at 3pm on saturday, it almost certainly wouldn't have been fixed any faster.
At any rate, thanks for the feedback, definitely appreciated.
Just FYI - We're in the process of redesigning the 'contact us' form at the moment (amongst other things) - so will definitely build this sort of thing in - prompting for specific things, rather than a more generic "tell us what you've already tried" The more things we know you've tried or eliminated up front, the faster we can get onto booking a tech for you.