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431 posts

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#195726 1-May-2016 18:06
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We are finally able to get UFB in our street nearly 2 years after the fibre was laid.  Anyway, a couple of questions about the process:

 

1.  We get good VDSL performance from our current ISP, but their customer support has proved somewhat lacking at times, so I'm considering changing.  Are there any ISP's that do a superior job of managing the installation?

 

2.  We share quite a long driveway with a neighbour who also wants UFB.  Is it likely to help if we both request this at the same time from the same ISP?

 

Thanks in advance.





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  #1544969 1-May-2016 18:15
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1. ISP has little input in managing the install, its done by the local LFC, usually UFF, Chorus or Enable, all your ISP does it order it, and when its installed provision it, in between they are just a 3rd party in Chinese whispers.

 

2. no not really, it will help if you both do the consent forms but its up to the LFC how they manange and decide on when to do an install, your ISP has little say in this too.


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  #1544978 1-May-2016 18:50
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Jase2985:

 

 all your ISP does it order it, and when its installed provision it

 

 

Well, how your ISP orders and provisions it matters too. Like there's way too many posts on here regarding a certain ISP that takes ages to provision a UFB connection.


 
 
 
 


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  #1544979 1-May-2016 18:50
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Jase2985:

 

 all your ISP does it order it, and when its installed provision it

 

 

Well, how your ISP orders and provisions it matters too. Like there's way too many posts on here regarding a certain ISP that takes ages to provision a UFB connection.


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  #1544981 1-May-2016 18:59
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DarkShadow:

 

Jase2985:

 

 all your ISP does it order it, and when its installed provision it

 

 

Well, how your ISP orders and provisions it matters too. Like there's way too many posts on here regarding a certain ISP that takes ages to provision a UFB connection.

 

 

and yes you are right to an extent but you are likely to receive similar service from all the big ISP's and its unlikely to make your install go any faster


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BigPipe

  #1544985 1-May-2016 19:32
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Whilst the installation process will probably take the same amount of time whichever ISP you go with, and you'll still face the potential issue that come with consent, shared driveways etc, I'll suggest us (Bigpipe) for the following reasons.

 

Anybody who claims they can make the installation happen faster is lying and should be avoided at all costs.  We won't make it faster, but we can make it less unpleasant. :)

 

1) getting an update on your order will NOT require you to wait on hold or get passed around person to person in a call centre.  Fire us a quick email and we'll get back to you within 24 hours, usually MUCH sooner (1-2 hours is typical). If an install takes 3 months (not uncommon if there are consent issues) and you want regular updates, you definitely don't want to be waiting 30-40 minutes to speak to someone each time to get an update. Email is so much more efficient for this sort of communication, and it's our specialty

 

2) absolutely no contract term. So if you go with us, then decide for some reason we are terrible, you can leave anytime.  As far as I know no other ISP offers UFB without also committing to at least 12 months, often 24 months.  IMHO knowing you can leave whenever you want gives us more incentive to provide you the best service possible, so that you won't want to leave

 

3) our prices are extremely competitive, starting from $79/m for unlimited 100Mbps download and 20Mbps upload, and the performance is great too - just ask around here on geekzone, we have plenty of genuine customers who will happily offer their feedback.

 

4) you can BYO router if you want (some people prefer their own kit), or buy our very capable one for $99, but we won't force you to use our equipment unlike some others.





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  #1545003 1-May-2016 20:01
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^^

 

Bigpipe were very easy to deal with when we got Fiber installed - Shared driveway as well.

 

You have one big plus with Fiber - its a new connection - so you dont need to 'transition'.

 

Get fibre installed - then cut old service.

 

If you want to have a 'landline' - then just wait until fiber is up and running and port to 2talk (or another Voip provider) - then cut the old copper line.





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




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  #1545028 1-May-2016 21:01
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Thanks everyone.  I'll look into Bigpipe - are they like the broadband equivalent of Skinny?

 

EDIT:  There's even setup instructions for our router!





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  #1545046 1-May-2016 22:03
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w2krules:

 

Thanks everyone.  I'll look into Bigpipe - are they like the broadband equivalent of Skinny?

 

Pretty much, they're both part of Spark Ventures.





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  #1545117 2-May-2016 07:51
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w2krules:

Thanks everyone.  I'll look into Bigpipe - are they like the broadband equivalent of Skinny?


EDIT:  There's even setup instructions for our router!



Pretty much. I use Skinny as well and they have been great as well.
Bigpipe communications are via email only - but I found they responded pretty quickly, even at weekends, when I ordered ufb, and with updates on progress.




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


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  #1545118 2-May-2016 07:57
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As above, signing up with BigPipe for fibre, I had a bit of a challenge with Chorus at the address, but regular communication from Bigpipe (even an unprompted update), which I found great, and not what I'd expected from an ISP these days. Better than a previous fibre install with a different ISP, it just made the experience easier and you didn't feel like they just wanted to sign you up and leave you to figure out the rest on your own.

 

I'm not saying BigPipe was better at getting it done, although perhaps they are, but I felt like they kept in touch throughout the process, which shouldn't be a big ask, but last time I had to contact the ISP for updates, this time I did not. 


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  #1545136 2-May-2016 08:44
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Another +1 for Bigpipe.

 

In the last month, I have swapped phones from Spark to Skinny (very easy, and the Skinny web interface for doing it was simple and they did as they said they would) and had Bigpipe UFB installed.

 

Bigpipe were excellent with their communication, and everything happened when they said it would. No hassles with provisioning - I had my router setup before the Chorus techs visited to install the ONT, and when they told me they were about to connect the router to the ONT, I checked the router status page and saw it come up straight away - speedtest was the first thin I did, and it was perfect.

 

I'm sure other ISPs will be similar (and a lot of it probably depends on how on to it the chorus contractors are in your area), but I cannot fault the way Bigpipe dealt with it, and their ongoing support (I have had to email them a couple of times with questions about my account and I get back replies in plain English that answer my question).


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