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Baboon

386 posts

Ultimate Geek


#185352 19-Nov-2015 10:18
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G'day.

Late January next year my 12 month contract with Full Flavour for $99 (GST inclusive) per month, 100Mbps down/20Mbps up, and unlimited data, ends.

I've been mostly happy with FF, no serious issues - just some concern when they ended their own geo unblocking. But I accept most ISPs have done so, and in fact I get better and wider geo unblocking with third party services (first Unotelly, now Getflix). FF can sometimes be hard to get on the phone, but as I've only wanted to call them a handful of times, I've not been too bothered by that, either.

However, just so I have the full picture, I am curious whether there are better options in Tauranga for a heavy user with no less bandwidth, and effectively unlimited data. I use other VoIP, so I don't care about ISP included VoIP or landlines, though if I can't unbundle them, I'm untroubled - I just won't be using them.

I would move to Trustpower (I'd have signed up with Trustpower originally, for that matter, as I'm already with them for electricity, and like them a lot) if they offered a cheaper or comparable plan, but they would cost an additional $31 per month, and the only extras are an additional 30Mbps upload I'd hardly ever make use of, a landline I don't need, and $100 more on top of my TECT cheque. Liking Trustpower and a larger TECT cheque don't justify spending $272 more per year.

So, I put the question to you fine folk: am I better off staying put with FF who I'm comfortable with, and pay an affordable amount to; or is there a better option for me in 2016?

TIA :-)




"The surest sign that intelligent life exists elsewhere in the universe is that it has never tried to contact us."

 

- Calvin and Hobbes (Bill Watterson)

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myfullflavour
896 posts

Ultimate Geek

Trusted
Full Flavour

  #1433010 23-Nov-2015 07:39
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I'll throw it out there that immediate phone support with us is only available 9am-7pm Monday-Friday.

However, we recently contracted a local call centre to handle issues outside of hours. If you call because of a trivial issue such as wanting to setup Unotelly or something like that then the issue wouldn't be dealt with until the next business day.

If your service is down then there is an escalation procedure, which includes diagnoses and logging with Chorus, Ultrafast Fibre and so on.

Over this weekend a customer called as his ONT was completely dead. Could be as simple as a failed power supply (3rd time in a month) so the team lodged a job with Ultrafast and his service will be restored faster than if it was left until Monday morning.

When events occur that affect larger numbers of customers, we are pretty good on the Twitter. Does anyone remember the power outage at Tauranga's main exchange in September I think? We were the only ISP tweeting, helps having local team on the ground connected to what's going on - not just a foreign script follower in the Phillipines.

If that level of support isn't satisfactory to a customer, we suggest they pick a more suitable ISP.

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