I used to be a happy customer for roughly 3 years with Bigpipe. It works when it works unless when it doesn't, right? =)

Last week we had Chorus minivan across the road doing some work 4 days in a row including late evening and weekend. During their work my internet was down intermittently which is fine because every time they left the site my internet was working. Last time when Chorus left the site my internet remained down and stays down right atm. Optical Indicator on ONT is solid red which indicates line problem.

But this post is about Bigpipe.

If you have a connection problem we'll get back to you within 2 hours during our support hours. Our support staff are active between 8am to 10pm, 7 days a week. For other queries we'll reply within 24 hours.

So my first support message was logged around 4 pm and was answered only the following day around 8:30 am. Saying "unfortunately there is a known outage in your area for Fibre. We expect Chorus will resolve this issue within the next 24 hours or so". Ok I thought. Happens not a big deal.

On the following day nothing was fixed, no contact, no sight of Chorus. And there is no "known issues" on the Chorus website.

My second support message was sent on second day (again roughly about 4 pm and response again on the following day about 8:30 am). To my surprise "known issue" was not known anymore and now it's "looks like there's a fault with your line somewhere".

I know this is first world problem 3 days without internet =) but Bigpipe doesn't stick with their own SLA and providing misleading meaningless responses and there's no way you can contact them.

Basically email responses from them are of low quality, are not in the context with previous responses, and turnaround time when you get response on the following day just doesn't work for me as I can't contact them myself.

Any suggestions who do I switch to with better support around?

Thanks!