Has BigPipe support got worse or is this normal?..... 

No internet since 10:30am Wed 18 May, this is incredibly frustrating its been 20-21 hours or more since we put in a support ticket we get two generic messages but no actual support response for 7.5 hours then we get a response... We do what's asked send back the info that's required and now 11 hours later we get another generic message (We are currently experiencing an increased number of questions from customers. We're sorry we haven't gotten back to you within two hours as promised. Your query is being treated with priority and we'll get back to you as soon as we can), generic messages don't give me much satisfaction (especially the second time around) that this issue is being dealt with in a satisfactory manner, it's like hanging in a call queue then being disconnected you go back in the queue hoping that this time it wont take as long.

The time frame and the point BigPipe is making "We are currently experiencing an increased number of questions from customers" simply tells me BigPipe must have a lot of problems within their network if it takes this long to deal with one customers questions and or issues.

I have two UFB accounts with BigPipe we had an issue with our other account a month or so ago, support time was questionable taking over 12 hours before we got a response and a resolution, but this goes beyond questionable. Sorry BigPipe normally we wouldn't go to this extreme but I am sure you can see where our frustration starts to boil over.