Big Pipe Customer Service

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Corgie

2 posts

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#239619 26-Jul-2018 16:47

I am curious about other peoples thoughts. I have been using big pipe for a while, only a year at my current address. I never really had a problem with their service until now. In fact ive recommended them to friends.

Has anyone else noticed their service is rather slow lately? I used to get urgent replies well within two hours. Now on their website it says replies on average take 4 hours 45 minutes. Even though it also says it will still take less than two hours. "If you have a connection problem we'll get back to you within 2 hours during our support hours."

So I am curious, any other Big Pipe users noticing a rather slow service lately? Has this been happening for a while?

A little background on why I am asking, I opted in for a static IP cause i wanted to host some things locally, during the switch somehow it killed my internet. I didn't change any router settings, as I shouldn't have to. States that on their site. 24 hours latter I still have no connection.

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#2063072 26-Jul-2018 17:17

How about continuing in one of the 4 or so other threads on the same topic on the first page of this forum?

https://www.geekzone.co.nz/forums.asp?forumid=158&topicid=238074

https://www.geekzone.co.nz/forums.asp?forumid=158&topicid=236289

https://www.geekzone.co.nz/forums.asp?forumid=158&topicid=224371

https://www.geekzone.co.nz/forums.asp?forumid=158&topicid=230774

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Corgie

2 posts

Wannabe Geek

#2063076 26-Jul-2018 17:29

Yeah just noticed that after I made the post. Kinda quickly answered my question. Pity, big pipe used to have a good thing going.

Can happily add though found a nice shortcut to anyone else with a problem. Ask Mike the big pipe bot, if you can talk to a real person. Instant answers. Pity they do not make it more visible, wonder if that is the point.

Linux

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#2063114 26-Jul-2018 17:50

The issue I have read is if you email then it's 24 hours and if you use the correct support form online it's 2 hours

John

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#2063116 26-Jul-2018 18:09

I will say that once you get past the chatbot their online chat is actually pretty good.

peetter

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#2066896 2-Aug-2018 15:23

Never got reply under 24 hours, that is why I moved on. Can't wait 3 days for email reply when I can call other company and talk to somebody.

networkn

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#2066978 2-Aug-2018 17:09

peetter:

Never got reply under 24 hours, that is why I moved on. Can't wait 3 days for email reply when I can call other company and talk to somebody.

Ding Ding Ding. This is why I would never go with an ISP that had email only support.

michaelmurfy

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#2066993 2-Aug-2018 17:28

networkn:

Ding Ding Ding. This is why I would never go with an ISP that had email only support.

They actually used to be really good - now it looks like they're phasing out BigPipe and diverting customers over to Skinny.

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jonathan18

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#2067047 2-Aug-2018 18:20

And their rubbish help desk support times are no doubt helping in moving current customers on!

As it happens, I'm one such ex customer, and the two ISPs I considered shifting to from BigPipe a few months back were Spark and Skinny; I went with the former, but may well end up with the latter at the end of my year's contract (as one certainly pays a premium with Spark).

networkn

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#2067050 2-Aug-2018 18:22

michaelmurfy:

networkn:

Ding Ding Ding. This is why I would never go with an ISP that had email only support.

They actually used to be really good - now it looks like they're phasing out BigPipe and diverting customers over to Skinny.

Yeah, I get that in terms of email support, they may have been good. It's just not something that I could cope with.

I'd rather pay an extra $10 a month and speak to someone if I have an issue.

Customers of theirs obviously felt different.

Detruire

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#2067054 2-Aug-2018 18:29

jonathan18: And their rubbish help desk support times are no doubt helping in moving current customers on!

As it happens, I'm one such ex customer, and the two ISPs I considered shifting to from BigPipe a few months back were Spark and Skinny; I went with the former, but may well end up with the latter at the end of my year's contract (as one certainly pays a premium with Spark).

Bigpipe losing a customer to Spark or Skinny? They'll be horrified.

rm *

macuser

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#2067083 2-Aug-2018 19:49

I got an email from Bigpipe a couple days ago that told me I had two days to pay $319 or be disconnected, because they forgot to email me or try charge my credit card for 4 months. When I complained that I had not received a single reminder email or copy of the bill for the period...they didn't reply, but sent a follow up email asking if I was going to pay or not.

jonathan18

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#2067146 2-Aug-2018 20:59

Detruire:

Bigpipe losing a customer to Spark or Skinny? They'll be horrified.

Yep, I had thought of wording it to indicate that I was totally aware of the irony of this situation but assumed it would be recognised!

It would be interesting to know what proportion of churn is related to such switches between different 'brands' owned by the same company. My going from BigPipe to Spark to Skinny over a two year period is quite likely to eventuate, but in doing this I'm assuming there's also cost to Spark Inc for each of these moves.

peetter

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#2067227 3-Aug-2018 08:12

networkn:

peetter:

Never got reply under 24 hours, that is why I moved on. Can't wait 3 days for email reply when I can call other company and talk to somebody.

Ding Ding Ding. This is why I would never go with an ISP that had email only support.

Bigpipe was recommended by 3 different colleagues so I had no reason to think something is wrong. Also it was no contract and my own router was supported. But somewhere along the way they became to much Spark-like. Have now left Spark both at work and home with exception of my mobile plan with Skinny.

networkn

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#2067245 3-Aug-2018 09:13

Sure, and I understand the decision, but I am just saying, for me, being able to speak to someone is more important than a few dollars of savings.

graemeh

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#2067330 3-Aug-2018 10:59

jonathan18: And their rubbish help desk support times are no doubt helping in moving current customers on!

As it happens, I'm one such ex customer, and the two ISPs I considered shifting to from BigPipe a few months back were Spark and Skinny; I went with the former, but may well end up with the latter at the end of my year's contract (as one certainly pays a premium with Spark).

What a pity. The last fault I had with them was over a year ago and was a Chorus network fault. I emailed Bigpipe when the fault occurred on Saturday and a Chorus tech was on site 8am Monday.

Very sad to hear they have just turned into another Telco "hell desk". :(

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