Bigpipe - Help resolving ticket.

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe - Help resolving ticket.

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#237878 21-Jun-2018 20:08

Having a hellish time getting any reposnse / decent resposnse on a ticket. Finally got someone on the hook via chat after 7.5 hours but am jsut getting stupid answers off a list. E.G You have good line signal , we can see you getting signal but no authentication. Why don't you change jacks. Or - you have the wrong settings, despite it intermittently reconnecting again.

Sent email via GZ for help but no reply. Any other ways to actually hammer through a solution with someone? If it's not working tomorrow it will be the second day a client is without connections.

Second question: do any ISP's offer SLA support? I'm sick of this best efforts and complete failure to meet set expectations.

1 | 2 | 3 | 4 | 5

303 posts

Ultimate Geek
+1 received by user: 152

Trusted

#2041970 21-Jun-2018 20:14

Did you speak to a person on live chat or was it the chatbot?

Maybe try via social media if you haven't heard from anyone. Have you tried contacting via Twitter?

Linux

12181 posts

Uber Geek
+1 received by user: 8475

Trusted

Lifetime subscriber

#2041975 21-Jun-2018 20:26

@nunz 2 things

1) Make better thread titles ' Help ' is just useless and lazy

2) Tell us what the actual issue is as we maybe able to help

John

Handle9

11924 posts

Uber Geek
+1 received by user: 9675

Trusted

Lifetime subscriber

#2041979 21-Jun-2018 20:32

ISPs do offer business SLAs. The client has to pay for that type of plan. If you want an SLA BigPipe isn't the correct type of ISP for this.

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2041985 21-Jun-2018 20:37

Flickky:

Did you speak to a person on live chat or was it the chatbot?

Maybe try via social media if you haven't heard from anyone. Have you tried contacting via Twitter?

Went through their ticket system.
Went through their chat (sparks ) system. Got told would be getting back soon.
Emailed them via GeekZone.
Went through chat system.
Real person. Stupid answers. ie. We can see you have connectivity - but no authentication. Have you tried changing jacks.

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2041988 21-Jun-2018 20:41

Linux:

@nunz 2 things

1) Make better thread titles ' Help ' is just useless and lazy

2) Tell us what the actual issue is as we maybe able to help

John

It's funny you know - i type more, people say it is TLDR.

I put complete help desk tickets together and people dont read them.

I use a quick word expressing EXACTLY what i am looking for - e.g. finding a bigpipe person to help and get slammed.

Just cant win here it seems.

So JohnR - It seems i have signal but no authentication. Can you help with that? and no its not settings and no its not my user name password and no its not modem fault and no its not failure to restart modem.

I suspect that unless you are a BigPipe person you cant HELP. and what i need is someone from Bigpipe to offer HELP!!!

So again - as I wrote in my post - what i need is a big pipe person to talk to and hammer through the issue!!!! I am not sure what is un-clear about that?

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2041992 21-Jun-2018 20:44

Handle9:

ISPs do offer business SLAs. The client has to pay for that type of plan. If you want an SLA BigPipe isn't the correct type of ISP for this.

Where? Tried getting them from 2Talk sales and failed, tried talking to Sparks sales and failed. Bigpipe don't offer them. so where? The SLA's / enterprise level support from Spark (via their enterprise numbers) dont work outside of 9-5 so completely useless for weekend opening businesses.

Dyson

Shop now for Dyson appliances (affiliate link).

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2041993 21-Jun-2018 20:45

Linux:

Maybe you should then add @BigpipeNZ

John

please read - Emailed them direct on GZ - no answer!!

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2042001 21-Jun-2018 20:56

Linux:

@nunz I suggest you pull your head in a bit as I am not crapping on you in anyway and when I use to work has zero to do with me posting

John

Look either offer some positive help or stop posting!

You call me lazy and expect me to sit up and say thank you? Your people skills need some serious work.

freitasm

BDFL - Memuneh
80652 posts

Uber Geek
+1 received by user: 41037

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#2042004 21-Jun-2018 20:59

Come on folks. This is a very specific problem. Let BigPipe get involved - everyone else give it a wide berth.

Referral links: Quic Broadband (free setup code: R587125ERQ6VE) | Samsung | AliExpress | Wise | Sharesies

Support Geekzone by subscribing (browse ads-free), or making a one-off or recurring donation through PressPatron.

cbrpilot

964 posts

Ultimate Geek
+1 received by user: 555

Trusted

Spark NZ

#2042024 21-Jun-2018 21:43

I'm not bigpipe, but I'm close. Is this ADSL, VDSL or Fibre?

You say you know it's not your username, but just want to double check here. I've seen some Bigpipe customers failing auth due to non alphanumeric characters in their usename - most commonly exclamation marks recently. Basically the rule is, if you wouldn't see it in an email address, don't put it in. This may not be you as you say it has connected intermittently, but it may help someone else having issue today.

My views are my own, and may not necessarily represent those of my employer.

Linux

12181 posts

Uber Geek
+1 received by user: 8475

Trusted

Lifetime subscriber

#2042029 21-Jun-2018 21:49

You can get special characters that are not visible sometimes so clear out the user name and manually type it in do not copy / paste into that field

John

Lenovo

Shop now for Lenovo laptops and other devices (affiliate link).

Handle9

11924 posts

Uber Geek
+1 received by user: 9675

Trusted

Lifetime subscriber

#2042046 21-Jun-2018 22:34

nunz:
Handle9:

ISPs do offer business SLAs. The client has to pay for that type of plan. If you want an SLA BigPipe isn't the correct type of ISP for this.

Where? Tried getting them from 2Talk sales and failed, tried talking to Sparks sales and failed. Bigpipe don't offer them. so where? The SLA's / enterprise level support from Spark (via their enterprise numbers) dont work outside of 9-5 so completely useless for weekend opening businesses.

Spark, along with most business isps, offer offer 24x7 support. Their sales and associated account staff are only available during business hours. You can also pay for a managed product, with an associated level of performance, cost and support.

http://www.sparkdigital.co.nz/solutions/connectivity/internet-service/

If you want guaranteed uptime etc then you're not going to get that for $100-200 a month. There's not enough margin in the products and the infrastructure isn't designed to support it. You need to go to a higher end offering which will often get built for you as a customised product.

2Talk and Bigpipe are budget offerings with an associated level of support. In bigpipes case they are explicit that they offer a product designed for residential customers and they aren't a business provider. It's how they are able to offer such a cheap product.

hio77

'That VDSL Cat'
13036 posts

Uber Geek
+1 received by user: 3896

ID Verified

Trusted

Lizard Networks

Subscriber

#2042051 21-Jun-2018 23:05

Linux:

You can get special characters that are not visible sometimes so clear out the user name and manually type it in do not copy / paste into that field

John

There is a thread in the spark section that had this very issue. Copy and paste from a browser added   if i remember correctly (it was some html encoded value)

Being that this is an html char, it's easy to end up being translated on the agents end too.

It's worth the check while you wait. Especially if your client is on one of the handovers already migrated.

always possible this is a network fault, although PVC stripping has been really rare lately (so highly unlikely)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2042146 22-Jun-2018 09:24

cbrpilot:

I'm not bigpipe, but I'm close. Is this ADSL, VDSL or Fibre?

You say you know it's not your username, but just want to double check here. I've seen some Bigpipe customers failing auth due to non alphanumeric characters in their usename - most commonly exclamation marks recently. Basically the rule is, if you wouldn't see it in an email address, don't put it in. This may not be you as you say it has connected intermittently, but it may help someone else having issue today.

VDSL:

User name and password have not changed in 2 years. We are getting intermittent connections then it drops out again. That shows me:

1 - settings are correct

2 - user / pass are correct.

3 - Internal network monitors across all sections of the network report sub 1ms reposnse times to server, gateway etc. Network is working well.

4 - Issues faced by all folks on network including those on wireless 1, wireless 2, wirel3ess 3, hard wired 1 and hardwaired 2 sections.

5 - External monitoring shows network disappears.

6 - Trace RT from inside show issue is post gateway.

7 - TR from external cant get to the step before gateway little less the gateway.

Last night when BP did a reset on the line it worked again but has just failed again after 10 hours.

So far no escalation or support has been forth coming from BP. Their support has been an abysmal waste of time so far.

Modem is relatively new (less than 1 year) and we spent over $300 getting a decent modem. No reason to suspect modem.

nunz

1421 posts

Uber Geek
+1 received by user: 314
Inactive user

#2042147 22-Jun-2018 09:26

cbrpilot:

I'm not bigpipe, but I'm close. Is this ADSL, VDSL or Fibre?

You say you know it's not your username, but just want to double check here. I've seen some Bigpipe customers failing auth due to non alphanumeric characters in their usename - most commonly exclamation marks recently. Basically the rule is, if you wouldn't see it in an email address, don't put it in. This may not be you as you say it has connected intermittently, but it may help someone else having issue today.

big pipe passwords are not required other than to put something. bigpipe / bigpipe from memory.

1 | 2 | 3 | 4 | 5