Any BigPipe representative here?

Forums › Spark New Zealand (including Skinny and BigPipe) › Any BigPipe representative here?

patrickslee

53 posts

Master Geek
+1 received by user: 9

ID Verified

#260214 15-Nov-2019 21:24

I have just switched to BigPipe and getting the same problem described in this post https://www.geekzone.co.nz/forums.asp?forumid=158&topicid=247727

I tried to contact support but I can't get someone who knows how to fix this problem. I kept getting canned troubleshooting instructions.

Is there anyone can help me with this?

freitasm

BDFL - Memuneh
80652 posts

Uber Geek
+1 received by user: 41045

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#2354461 15-Nov-2019 21:37

Ping @bigpipenz

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.

BarTender

3629 posts

Uber Geek
+1 received by user: 2572

ID Verified

Trusted

Lifetime subscriber

#2354478 15-Nov-2019 22:33

As always taking pride of the solution I built giving you free internet when not provisioned but kicks you off every 4 hours.

patrickslee

53 posts

Master Geek
+1 received by user: 9

ID Verified

#2354489 15-Nov-2019 22:51

BarTender: As always taking pride of the solution I built giving you free internet when not provisioned but kicks you off every 4 hours.

I'd rather have no internet so support can see a problem. At the moment nobody in support seems to know about it and I can't explain what's going on.

I managed to convince someone over live chat to read the previous post and he is going to escalate to someone tomorrow. Hopefully this will solve the problem.

michaelmurfy

meow
13580 posts

Uber Geek
+1 received by user: 10910

Moderator

ID Verified

Trusted

Lifetime subscriber

#2354498 15-Nov-2019 23:28

BarTender: As always taking pride of the solution I built giving you free internet when not provisioned but kicks you off every 4 hours.

As mentioned previously you could have done it better by directing users to a locally hosted webpage informing them to make contact ;)

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

hio77

'That VDSL Cat'
13036 posts

Uber Geek
+1 received by user: 3896

ID Verified

Trusted

Lizard Networks

Subscriber

#2354631 16-Nov-2019 13:49

patrickslee:

BarTender: As always taking pride of the solution I built giving you free internet when not provisioned but kicks you off every 4 hours.

I'd rather have no internet so support can see a problem. At the moment nobody in support seems to know about it and I can't explain what's going on.

I managed to convince someone over live chat to read the previous post and he is going to escalate to someone tomorrow. Hopefully this will solve the problem.

Truth be told, the dropping every 4 hours actually makes it easier to diagnose...

#include <std_disclaimer>

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

freitasm

BDFL - Memuneh
80652 posts

Uber Geek
+1 received by user: 41045

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#2354634 16-Nov-2019 14:06

hio77:

Truth be told, the dropping every 4 hours actually makes it easier to diagnose...

Except when you call the help desk and they don't know what you're talking about, like what happened to the OP.

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.

Geekzone support

Support Geekzone with one-off or recurring donations Donate via PressPatron.

BarTender

3629 posts

Uber Geek
+1 received by user: 2572

ID Verified

Trusted

Lifetime subscriber

#2354660 16-Nov-2019 14:56

patrickslee: I'd rather have no internet so support can see a problem. At the moment nobody in support seems to know about it and I can't explain what's going on.

I managed to convince someone over live chat to read the previous post and he is going to escalate to someone tomorrow. Hopefully this will solve the problem.

You're definitely the exception rather than the rule.
If you had to wait a week or so while provisioning sorts itself out and you didn't have any internet service I suspect you would be a tad grumpy.
I've seen provisioning errors on the Chorus side take weeks to resolve in the past I think my worst one took almost two months to solve. I don't miss those days.
If Spark didn't always give you service then you could be lucky going why don't I have service and perhaps you might get a call back in a few days once it's sorted.

michaelmurfy:

BarTender: As always taking pride of the solution I built giving you free internet when not provisioned but kicks you off every 4 hours.

As mentioned previously you could have done it better by directing users to a locally hosted webpage informing them to make contact ;)

You mean like 2Degrees did?

patrickslee

53 posts

Master Geek
+1 received by user: 9

ID Verified

#2354773 16-Nov-2019 19:16

BarTender:

You're definitely the exception rather than the rule.
If you had to wait a week or so while provisioning sorts itself out and you didn't have any internet service I suspect you would be a tad grumpy.
I've seen provisioning errors on the Chorus side take weeks to resolve in the past I think my worst one took almost two months to solve. I don't miss those days.
If Spark didn't always give you service then you could be lucky going why don't I have service and perhaps you might get a call back in a few days once it's sorted.

I believe you have reasons to do this the way you did, things beyond your control etc.

What I can't get my head around is that if this is such a common issue, to the point you have to write automation for, why the root cause haven't been identified and solved? At the very least why are the support staff still not made aware of this?

I mean, as the country's largest ISP, Spark can't even make their basic product working properly? This is simply beyond me.

BarTender

3629 posts

Uber Geek
+1 received by user: 2572

ID Verified

Trusted

Lifetime subscriber

#2354837 16-Nov-2019 21:28

patrickslee:
BarTender:

You're definitely the exception rather than the rule.
If you had to wait a week or so while provisioning sorts itself out and you didn't have any internet service I suspect you would be a tad grumpy.
I've seen provisioning errors on the Chorus side take weeks to resolve in the past I think my worst one took almost two months to solve. I don't miss those days.
If Spark didn't always give you service then you could be lucky going why don't I have service and perhaps you might get a call back in a few days once it's sorted.

I believe you have reasons to do this the way you did, things beyond your control etc.

What I can't get my head around is that if this is such a common issue, to the point you have to write automation for, why the root cause haven't been identified and solved? At the very least why are the support staff still not made aware of this?

I mean, as the country's largest ISP, Spark can't even make their basic product working properly? This is simply beyond me.

Seems like you missed the part where I said Chorus. Where I should have also included all the LFCs.
It's very complicated stack involving connections to systems outside the RSPs control. Nothing basic or simple what so ever about providing broadband to many hundreds of thousands of connections.

patrickslee

53 posts

Master Geek
+1 received by user: 9

ID Verified

#2355893 18-Nov-2019 16:44

This issue is resolved by a member of the support team today. Still, this could be better if it didn't happen in the first place.

BarTender

3629 posts

Uber Geek
+1 received by user: 2572

ID Verified

Trusted

Lifetime subscriber

#2356872 18-Nov-2019 17:08

patrickslee:

This issue is resolved by a member of the support team today. Still, this could be better if it didn't happen in the first place.

So my question to you now is: Would you have preferred to have internet that disconnected momentarily every 4 hours, or no service at all since you had your broadband connected?

Mighty Ape

Shop now at Mighty Ape (affiliate link).

patrickslee

53 posts

Master Geek
+1 received by user: 9

ID Verified

#2356874 18-Nov-2019 17:13

BarTender:

So my question to you now is: Would you have preferred to have internet that disconnected momentarily every 4 hours, or no service at all since you had your broadband connected?

Given the fact that support doesn't know what to do when internet is disconnected every 4 hours, I'd rather have no internet so support will try to deal with it with more urgency.

If support know how to deal with this then disconnect every 4 hours is obviously better.

freitasm

BDFL - Memuneh
80652 posts

Uber Geek
+1 received by user: 41045

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#2356875 18-Nov-2019 17:16

Back to my point, it's a great idea - providing the help desk actually knew what this is all about. As it is, it looks like training is not happening.

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.

rugrat

3142 posts

Uber Geek
+1 received by user: 944

Lifetime subscriber

#2356924 18-Nov-2019 19:32

When provisioning failed with me, they couldn't make my landline work.

It took weeks to resolve, many phone calls and in meantime had no landline which was needed.

Did offer calls to a Spark mobile free, but didn't have mobile with Spark.

All they would say was to let provisioning do it's thing, and no one seemed to be able to force it through.

I even told them it was disconnecting every four hours (from router logs) and even with that info they couldn't fix.

I got help on geekzone in end, and thanks to people that helped me there. From memory was still another week.

I thought maybr because I was an early adopter on fibre but looks like still a thing.