Support ticket response time?

Forums › Spark New Zealand (including Skinny and BigPipe) › Support ticket response time?

BuffyNZ

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#236289 27-May-2018 11:19

Hi folks,

Anyone know what the turn around time on support tickets is usually?

When I signed up I asked for a connection date of the 27th of June...

I got an email from on the 22nd from Enable saying I would be connected on the 24th of May (I requested 27h of June).

Then I got an email from Bigpipe saying Bigpipe were connecting me on the 24th of May.

I replied to the Bigpipe email seeking clarification on the connection date, pointing out I had asked for a connection date of the 27th of June.

I got an email from Enable saying I was good to go, so I emailed Bigpipe again on the 25th asking for clarification if I could start using the connection.

It looks like I am currently active with 2 ISPs, which isn't a big deal, but I don't know whether I should be actually using the Bigpipe connection yet.

Recursion: See recursion.
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Linux

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#2023305 27-May-2018 11:32

What makes you think you are active with 2 ISP's and what IP address have you got allocated at the moment?

John

BuffyNZ

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#2023313 27-May-2018 11:47

Linux:

What makes you think you are active with 2 ISP's and what IP address have you got allocated at the moment?

John

Well, I am currently paying for Vodafone, and I have an active static IP with Vodafone, and my modem is currently configured with Vodafone settings still (Until I get clarification I can start using the Bigpipe connection. Then I have to schedule and notify an internet outage with the Family Change Approval Board). I still have some of the notice period with Vodafone. So that is one.

The second is that Bigpipe and Enable have told me I am 'connected'. So they are presumably billing me. So that is the second.

Linux

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#2023352 27-May-2018 12:28

@BigpipeNZ is best to look into this

John

nunz

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#2041932 21-Jun-2018 19:50

BuffyNZ:

Hi folks,

Anyone know what the turn around time on support tickets is usually?

When I signed up I asked for a connection date of the 27th of June...

I got an email from on the 22nd from Enable saying I would be connected on the 24th of May (I requested 27h of June).

Then I got an email from Bigpipe saying Bigpipe were connecting me on the 24th of May.

I replied to the Bigpipe email seeking clarification on the connection date, pointing out I had asked for a connection date of the 27th of June.

I got an email from Enable saying I was good to go, so I emailed Bigpipe again on the 25th asking for clarification if I could start using the connection.

It looks like I am currently active with 2 ISPs, which isn't a big deal, but I don't know whether I should be actually using the Bigpipe connection yet.

Officially over 5 hours. Current experience 8 hours and climbing.

sbiddle

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#2041962 21-Jun-2018 20:09

I'm pretty sure Enable (like UFF) just enable the 2nd port by default in a new connection (rather than a churn) is lodged on an already intact ONT.