If you work for bigpipe please read the below, you need to improve your service and procedures on your end.

I have been with Vodafone for about five or six years and based on the Google HD verified and NZ ISP speed reviews I decided to switch to Bigpipe.

Well as it turns out, this was a complete waste of my time and a lesson learned in poor customer service and unauthorised credit cards charge attempts.

Signed up for UFB at the beginning and paid the $49 fee.

After three to four weeks it was clear that I am not going to get UFB due to consent issues, I requested bigpipe to enable VDSL.

Instead of a response I received several unauthorised credit card charge attempts, no apologies. Pretty disgusted by the very slow responses and the way they handled my connection case and

the way they handled payment I cancelled.

Three days after I requested a cancellation of the service that has not even started I was told

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"We can certainly cancel your order if you wish, but we won't be able to refund you the connection fee.  This is because time and effort has already put in to getting you connected.

The way we charge our customers is all explained in the terms and conditions on our website.
"

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They have not connected me yet, and so desperately want to hang onto the $49.

Pretty disappointed with bigpipe, now I will sign up with another provider and send them my $5-6K which is what the next few years of connection will cost me.