Bigpipe: Has anyone else stopped receiveing account payment information emails since February?

Forums › Spark New Zealand (including Skinny and BigPipe) › Bigpipe: Has anyone else stopped receiveing account payment information emails since February?

eddief

4 posts

Wannabe Geek

#298927 28-Jul-2022 11:26

Hey everyone,

My Bigpipe account was just put in to restricted access mode as my credit card expired last month and the account was overdue.

Had to sort it out with Bigpipe support, but their system never sent me an email saying that disconnection was imminent in the first place...

Supposedly they emailed me on the 23rd July saying that my account was going to be disconnected, however I never received it and it wasn't in spam or deleted items either.

This has caused me to take a closer look at what I have been receiving from Bigpipe, and I have found that I haven't been getting the regular "Payment success" emails from them since February.

I have received emails from them about support queries since then, just nothing about my account.

So I wanted to see if this issue was limited to my email account only, or is more widespread. I am using a personal gmail account here.
The chat agent wasn't very helpful and kept insisting that because there were no bounces that it must have been delivered...

Cheers,
Eddie

1 | 2

1687 posts

Uber Geek

#2947295 28-Jul-2022 11:29

I don't know anyone on Bigpipe anymore sorry to check - all changed to Skinny.

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acetone

177 posts

Master Geek

#2947305 28-Jul-2022 11:41

It does look like they are having some issue.
They missed one payment email in March and then had one in April and none since.

eddief

4 posts

Wannabe Geek

#2947308 28-Jul-2022 11:44

acetone:

It does look like they are having some issue.
They missed one payment email in March and then had one in April and none since.

Ahh interesting, that's good to know that it's not just me. Thanks for checking that.

I'll wait until my next payment goes through and see if the emails start again, otherwise I'll bring this up with them again.

acetone

177 posts

Master Geek

#2947309 28-Jul-2022 11:47

I requested they generate my March invoice and they did that a few weeks ago. I didn't notice that they stopped again after April.
I have logged a support ticket, will see what they say.

robcreid

243 posts

Master Geek

#2947395 28-Jul-2022 13:35

I just checked mine. I have my 'Bigpipe payment confirmed' email for every month so far this year.

allan

2031 posts

Uber Geek

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Lifetime subscriber

#2947428 28-Jul-2022 15:04

Just checked for family who have a Bigpipe connection. Also been getting payment confirmation with invoice attached each month, so no issues there.

Senecio

2665 posts

Uber Geek

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Lifetime subscriber

#2947430 28-Jul-2022 15:09

acetone:

It does look like they are having some issue.
They missed one payment email in March and then had one in April and none since.

I have exactly the same. Only emails hat I've received this year are January, February and April.

eddief

4 posts

Wannabe Geek

#2954666 14-Aug-2022 22:34

Update, I emailed Bigpipe support about this again and they are having issues sending billing emails out the gmail addresses:

Thank you for getting in touch.

We are currently experiencing an issue with billing and emails getting sent out to gmail address, we are working to get this resolved as soon as possible.

If you would like me to send through all invoices since March please let me know and I will send them through manually. We apologize for any inconvenience this may be causing.

michaelmurfy

meow
13181 posts

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Lifetime subscriber

#2954675 15-Aug-2022 00:13

I would also recommend looking into either Skinny or Voyager as alternatives to BigPipe seeing BigPipe appears to be largely abandoned now:

Skinny - No static IP, but provides a public IP and same Spark network but cheaper.
Voyager - Provides a static IP for $15 once-off including a /56 IPv6 subnet and has great (phone based) support.

If you're also after broadband then you've got a selection out there too. I've got a bit of a guide here: https://murfy.nz/2018/02/06/picking-the-right-isp/

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eddief

4 posts

Wannabe Geek

#2954775 15-Aug-2022 11:12

michaelmurfy:

I would also recommend looking into either Skinny or Voyager as alternatives to BigPipe seeing BigPipe appears to be largely abandoned now:

Skinny - No static IP, but provides a public IP and same Spark network but cheaper.
Voyager - Provides a static IP for $15 once-off including a /56 IPv6 subnet and has great (phone based) support.

If you're also after broadband then you've got a selection out there too. I've got a bit of a guide here: https://murfy.nz/2018/02/06/picking-the-right-isp/

Thanks for the suggestion, we're going to switch to Skinny as they have a good deal on at the moment.
Dealing with BigPipe recently has left a bit of a sour taste.

acetone

177 posts

Master Geek

#2954789 15-Aug-2022 11:58

I have to have a static IP address so that counts out Skinny.
Currently I pay $69 for 300/100 with Bigpipe which would be $89 with Voyager.

So I will stick with Bigpipe as long as possible. Having a little trouble with emails isn't enough of a reason to spend $20 more a month.

sparky1685

82 posts

Master Geek

#2954878 15-Aug-2022 14:46

I just checked, and I haven't received a payment email from them to my gmail account since February. I'm mainly staying with them for the static IP (and general intertia!)

If Spark ever roll Bigpipe into one of their other brands and start charging for static IP that will give me the incentive to shop around.

acetone

177 posts

Master Geek

#2982175 13-Oct-2022 09:15

Got an automated invoice today. Looks like they might have fixed the issue.

sparky1685

82 posts

Master Geek

#2982179 13-Oct-2022 09:22

If it's been broken since February and they're only getting round to fixing it now, that doesn't fill me with confidence that Bigpipe is getting much love from Spark nowadays!

sparky1685

82 posts

Master Geek

#2992136 5-Nov-2022 10:16

And I just received my first payment confirmation email since February, so it looks as though they have fixed the problem. I hope Bigpipe's response time will be a bit quicker than 9 months if anything more major breaks!

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