Fibre outage since 6am Friday. No support.

Forums › Spark New Zealand (including Skinny and BigPipe) › Fibre outage since 6am Friday. No support.

Mousemat

3 posts

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#250927 1-Jun-2019 04:59

Been with bigpipe about 3 months. Swapped to them due to the generous deal. 6am Friday morning the Internet went out, but I went to work. Returned home Friday 3.30pm and it was still out.

This was odd, I've had Fibre for years. Even the isp swap was flawless. I went tbrough all of the bigpipe troubleshooting steps, even swapping in another Hg659.

Result always the same, flashing Internet light and all troubleshooting steps end in contact ISP.

My first email support was just after 4pm Friday, another 2 desperate pleas later. All I ever received was automated replies. The replies acknowledge the urgent nature of my request and then silence.

It's coming up 24 hours since I lost my Internet and there is nothing to indicate that it's even being looked at?

I can't help but think something has gone wrong and I've been disconnected, it's exactly 3 months. To the day.

Much of my household relies on Internet access. I don't want another day and evening of this.

No one is helping or seems to care. I feel helpless.

quickymart

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#2249435 1-Jun-2019 07:44

Probably not much help now, but I would have e-mailed them in the morning as soon as I noticed it was out - you've probably lost a whole day by not doing that.

Having said that, have you tried their live chat?

michaelmurfy

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#2249441 1-Jun-2019 07:56

Have you paid your bill?

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robjg63

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#2249442 1-Jun-2019 08:03

Use the chat app on their main web page.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

Linux

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#2249443 1-Jun-2019 08:05

You should of emailed first thing Friday morning

Approximately where are you located and have the neighbours lost fibre?

RunningMan

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#2249444 1-Jun-2019 08:12

Guessing you're on a residential connection with no SLA - if so, expecting progress overnight for a fault reported late Friday afternoon is not very realistic.

Gordy7

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#2249454 1-Jun-2019 09:08

Have you checked Chorus Outages?

https://www.chorus.co.nz/outages

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

sbiddle

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#2249493 1-Jun-2019 10:55

Gordy7:

Have you checked Chorus Outages?

https://www.chorus.co.nz/outages

The fact they hagve an internet light on indicates it's unlikely to be a Chorus issue.

With so few details from the OP it's hard to know where the issue is though - if it was Chorus the optical would very likely be red or off.

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Mistenfuru

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#2249527 1-Jun-2019 12:13

Any Luck?

If not, give us some more info please! Internet light working means it's probably not a line outage/fault.

Is your Wi-Fi light on? have you tested with both hardwired devices and Wi-Fi ones?

Gordy7

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#2249549 1-Jun-2019 14:26

Have you checked that you have valid DNSs on your computers?

Had a friend lose internet on a new ISP after a while.

Turned out the old ISP had manually set the DNSs to their name servers which stopped working.

Setting the LAN ports to Google name servers 8.8.8.8 and 8.8.4.4 fixed the issue.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

quickymart

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#2249802 2-Jun-2019 08:55

@Mousemat what happened?

robjg63

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#2249807 2-Jun-2019 09:05

quickymart:
@Mousemat what happened?

Yes come on @Mousemat , you obviously joined geekzone to post this (welcome to geekzone by the way), but it's the usual expected thing to post some updates.
We would like to know how you got on.
Even if it's something you feel silly about - 'I forgot to pay' - that's ok - we wont judge.
We would just like to know.

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

quickymart

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#2250269 3-Jun-2019 12:17

So, @Mousemat...no update?

Mousemat

3 posts

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#2250271 3-Jun-2019 12:29

Thanks all, 'live chat at 8am' was the right call.

I had Internet again in the afternoon on Saturday. The cause was complicated, I am waiting to see how things turn out before posting details. Hopefully tomorrow. But it was a series of events leading back to a single error some months back. Provisioning related.

Bigpipe were great, once I actually got to talk with someone. Very frustrating prior though. So much so that I'm reevaluation my praise for the email support model.

I will add details once the situation is resolved.

Mousemat

3 posts

Wannabe Geek

#2250782 4-Jun-2019 08:00

Some BigPipe customers may remember an email on the 16th April that informed us that Gigatown was ending at BigPipe at the end of the month, we could pick some from some options or go to another provider with no cancellation fee. I had been only a new customer a couple of weeks, only swapping to BigPipe from Spark due to the original awesome Gigatown offer.

I sent an email to BigPipe explaining my situation and asking to remain on the plan I had just signed up for. I did not receive a timely response so contacted Spark who happily re-signed me back up to my old Gigatown plan, connection day time aligned with BigPipe's removal of Gigatown plan.

A couple days later BigPipe contact me to tell me it was all a big mistake and my plan will remain unchanged.

I felt the right thing to do was to stick with BigPipe, so I contacted Spark and cancelled my connection. In my head, I had originally made a commitment to BigPipe and they fixed their mistake. All was good I thought.

Roll on several weeks later, the former connection day for the cancelled transition to Spark, and my internet goes dead. I assume the process between Spark and Chorus did not entirely work.

I was no longer anyone's customer.

Some good things:

BigPipe once I made contact were excellent, putting me on the second ONT port late Saturday.
BigPipe continued this excellence, re-connecting my Gigatown connection on port 1, Monday.

The not so good thing:

Despite the assertions made here about SLAs and residential customers, having no support respond from 4pm to 10pm on Friday night is unacceptable in 2019, for this customer. The 8am response the next day on Live chat was professional and fruitful however.

My lessons:

I will never trust that my internet connection will restore, I will return home from work during the day to check.
I will use Live Chat first, email based support second.
If I sign up to another ISP, no matter what, go through with it. Never cancel.

Thank you.

quickymart

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#2251503 4-Jun-2019 19:49

Mousemat:

The not so good thing:

Despite the assertions made here about SLAs and residential customers, having no support respond from 4pm to 10pm on Friday night is unacceptable in 2019, for this customer. The 8am response the next day on Live chat was professional and fruitful however.

If this is important to you, then a helpdesk with a phone number is probably your best option. The usual SLA for a residential connection is "best effort" - no connection is guaranteed continuous and fault-free. To be fair, you didn't actually let them know there was a problem until at least 12 hours after first noticing it.