UnlimitedInternet.co.nz - Just hear me out!

Forums › New Zealand Broadband › UnlimitedInternet.co.nz - Just hear me out!

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#1897108 7-Nov-2017 19:37

lNomNoml:

Peppery:

Stan:

The thing that would stop me going with UI is the disconnection if you use "too much data" I use my connection alot I recently changed my cloud provider thats 300gb on its own let alone streaming everything and downloading games that are 50gb+.

ISPs are still doing this in 2017?! We used ~10TB last month and not a peep from Spark.

Won't be long then, you'll hear from them eventually if you cost them money.

I was keen on this but until I hear about the removal of comments, not so much anymore.

10TB to Spark would be like 10MB to most networks. I couldn't begin to fathom the sort of capacity Spark have in their network. "Data" is nothing to them.

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michaelmurfy

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#1897211 7-Nov-2017 22:56

I don't want to continue company bashing but here is another major thing for me.

Companies like BigPipe, Spark, Vodafone, Voyager etc have both comments and ratings turned on their Facebook which gives you a pretty decent indication of their general service - some people leave bad comments and you note on these profiles that the bad feedback gets answered and normally (to the eyes of the consumer) appear to be good service. I think this sort of feedback is vital (good or bad) to any company. Facebook is a service where people normally won't leave a comment unless it is bad, this is expected but it is a chance to work with this and gather valuable customer feedback in providing a better service.

Companies like My Republic don't have ratings turned on - they're also rated pretty poorly on Google but they do allow people to leave comments on their Facebook page of which gets answered and on a quick glance is pretty good. It doesn't look good that many of these comments are bad but the fact they're not getting ignored is better than nothing.

Now, I've searched and could not find any real feedback apart from posts like this anywhere on Unlimited Internet - this is a warning bell for me. They also don't allow for people to post on their Facebook page, their Twitter is mostly inactive and mainly used as an advertising platform and doing a Twitter search only shows problems of people unable to contact them for technical support, people being without internet for a number of days (and Chorus stepping in to try and help) and there is no responses from their Twitter to these customers - not even a tweet saying "Hey! We're happy to help, please DM us or phone us". I've also added a comment on one of their advertisements a few months back about being the absolute cheapest stating "well actually, Skinny Broadband is cheaper than your VDSL" - that comment got removed and I am now blocked from commenting on their Facebook page. I was not being nasty, I was only stating something that is true.

Digging a little deeper on their Facebook page indicates that many of the likes on their page comes from third world countries (you can see this on Facebook graph search) and less than half of these likes comes from NZ. This is why Facebook Likes is not a real indication of how popular a page is as it is quite easy to fake.

So I am sorry - this is almost as dodgy as you can get. Not allowing anyone to comment on your product and not allowing any criticism is up there and gives the indication something is seriously wrong with the product or service you're offering. If you want to join them then you're really taking the plunge into the unknown. You may get good service and speeds but if you have a complaint then they're not a part of the TDR and they have no real social media presence either since everything is locked down - really places like Geekzone, GPForums and Reddit are the only places you can post freely without getting muted by them and there is a fair share of bad feedback on all 3 of those platforms and nothing really good.

Until both Unlimited Internet and HD.net can take criticism online, act on it and not take offence I am still going to assume that there is something wrong with these companies. It just isn't normal in this day and age to not embrace social media as a customer service platform as it is free advertising - unless if they have something to hide. I have never been a customer and have had my fair share of run-in's with Ben and his staff with previous jobs (via customers) I've had, I try to be professional and have an open mind that things have changed but I can't help knowing that these experiences match up with what I've stated above.

Not saying move provider - if they're working for you then great! But I'll always err on the side of caution and don't see myself ever becoming a customer.

Michael Murphy | https://murfy.nz
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quickymart

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#1897457 8-Nov-2017 11:31

^ well said.

xlinknz

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#1897561 8-Nov-2017 14:01

I cut-over this morning to UI 100/20 without issue

Here is my initial speedtest result:

I finally now have native IPv6 how can any ISP called themselves an ISP without IPv6 ?!

Now in regards to comments on UI bear in mind that others ISP's are far from 'ethical' Spark, 2D, VFNZ and MR were all recently warned by the Commerce Commisson, read here

ashtonaut

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#1902499 16-Nov-2017 06:20

Do UI use CG-NAT, or do you get your own public IP?

michaelmurfy

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#1902514 16-Nov-2017 08:17

ashtonaut: Do UI use CG-NAT, or do you get your own public IP?

Well I would say that I saw somebody try and answer that question on their social media platforms and not get a response and then saw it was you ;)

I believe it is CG-NAT with the option to purchase a static IP like BigPipe (may be incorrect here). You may be best to phone them and ask but also read my post above before taking the plunge.

Gorch

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#1902612 16-Nov-2017 10:00

ashtonaut: Do UI use CG-NAT, or do you get your own public IP?

Yes CG-NAT with an option to get static IP.

I have been with them a few months since moving into my new property. One of the reasons I went with them was the one-off cost for a static IP rather than the monthly fee that many others seem to charge.

We were on VDSL initially before getting fiber installed at the property, and had some issues with co-ordinating between Chorus, the old provider and UI. The connection was cut over to UI then another Chorus tech processed a disconnection, meaning we had internet up for about 18 hours before losing it for a week.

Can't say it was the fastest process to get it resolved, but the helpdesk team were good once I got hold of them after each troubleshooting step.

And like someone mentioned above, did need to prod them to finish disconnecting the VDSL and finish the static IP process.

I went with them after looking for feedback on GZ, and not finding much. Probably could have started this thread a the time. Will certainly be cautious going forward after some of the feedback above, though as I say have had reasonable experience so far.

xlinknz

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#1902657 16-Nov-2017 11:02

I've been with UI a week

Cutover was excellent

Network Performance has been better than my previous ISP

Good responses on support tickets I have logged [no faults just questions]

I've wrapped about having native IPv6 - other ISP's should be ashamed if they don't provide it

In regards to whatever they do or rather don't do on facebook I'm aware of that, my view is if I look close at any provider I'm sure I'll find something wanting. I take what occurs on facebook with a grain of salt anyway [fake likes, fake reviews, removed reviews and comments etc]

Everyone has their preferences and I simply see broadband as a utility and no utility provider can assume my business

freakngeek

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#1902672 16-Nov-2017 11:49

UI have a one off payment ($45) for static IPv4, pity IPv6 is not static, changes every PPPoE resync

I do remember now when I changed over to UI, that I could log the modem into VDSL with both UI and 2Degrees (old ISP)
UI PW has to be correct for modem to sync.
Found it odd, didn't push it any further my relationship with 2D was strained at the time, just be my luck they'd charge me another month.

Nil Einne

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#1903073 17-Nov-2017 01:16

Stan:

The thing that would stop me going with UI is the disconnection if you use "too much data" I use my connection alot I recently changed my cloud provider thats 300gb on its own let alone streaming everything and downloading games that are 50gb+.

Until they change this I would Rather go with Skinny or Big Pipe for a low cost alternative.

I'm generally fairly forgiving with ISPs since I've found pretty much all of them will disappoint you in some way. Clearly some a better than others, but I've also often found many of those which a lot here treat as 'never touch' aren't as bad as suggested. So for a long time I didn't exclude UnlimitedInternet when looking. But then the disconnects happened.

For me the biggest turn off was not so much that they disconnected people. I mean Stuff Fibre and Compass fair use policies seems to clearly allow disconnection. Compass even go so far as to say they may charge you the ETF if they disconnect you for this reason. (I can somewhat understand their POV since otherwise someone who doesn't want to pay the ETF may just try to use so much they get kicked off.)

Voyager says they will talk to you about solutions which I assume means they may tell you to either reduce use, pay more, or end your service. MyRepublic also seem to allow suspension although their actual fair use policy is very generic (they have a specific one for voice, but I can't see one for data).

Vodafone recently seem to have abandoned any fair use policy for fibre but do still have a generic may disconnect you if your use is unreasonable, excessive (and some other things), and may also charge you the ETF in the case.

I'm not personally aware of these ISPs disconnecting anyone, or even a recent example of someone who got in trouble for excessive usage with any of these ISPs. But I think very few ISPs will handle it badly as UnlimitedInternet seemed to last time where they gave the people 7 days to move! No warning, nothing before hand. The only way this would ever be acceptable in my book is if they did give a warning but it was ignored. Or it as something more serious than simply excessive usage. (E.g. getting DDoSed, IP banned all over the internet, lots of complaints about the IP to the ISP etc.)

networkn

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#1903154 17-Nov-2017 10:32

I finally now have native IPv6 how can any ISP called themselves an ISP without IPv6 ?!

What percentage of the population cares a tiny bit about ipv6? I'd like 0.0000000000000001 *maybe*.

We have loads of customers and connections, not one of them has a single need for IPV6.

Fine if they support it, but ludicrous to make a claim like yours.

startupgeek

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#1903180 17-Nov-2017 11:48

We have loads of customers and connections, not one of them has a single need for IPV6.

They are just looking to the future and good on them :)

networkn

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#1903184 17-Nov-2017 11:54

startupgeek:

We have loads of customers and connections, not one of them has a single need for IPV6.

They are just looking to the future and good on them :)

Sure, my issue isn't with IPV6 Support, it's with the claim that you aren't a real ISP unless you support it.

xlinknz

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#1903221 17-Nov-2017 13:48

networkn:

startupgeek:

We have loads of customers and connections, not one of them has a single need for IPV6.

They are just looking to the future and good on them :)

Sure, my issue isn't with IPV6 Support, it's with the claim that you aren't a real ISP unless you support it.

That statement is my personal view

There is a reason IPv6 exists and promoted by tall the Internet Authories [ANIC, IANA etc] and vendors such as Google.

20% of NZ users can access content using IPv6. The vast majority of the above NZ IPv6 traffic is accounted for only by SNAP [2D], VFNZ, Trustopower and Unlimited Internet. You can read all about the above at APNIC here

Google's own statistics have 22% global adoption of IPv6 and 12% in NZ which you can see both here

inspectaclueso

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#1905198 21-Nov-2017 12:15

I'm currently in the process of switching to UI. I have been umming and arhhing for quite a while and have been following the comments/opinions on GZ. Until recently most of the comments I'd read had been speculation/assumptions from non UI users, historic experiences related to the actions of HDnet, customers getting dropped for using 'insane' amounts of data or other peripheral issues like the inability to post comments to their Facebook page.

I'm currently on BigPipe UFB 100/20 and have had a reliable connection for the past year. Before that was Snap/2degrees. I don't have a problem with BigPipe although I do wish their response times were better for support tickets... last one was 24hrs which seems like a long time when you can't talk to someone. I'm switching purely for cost benefit, out of curiosity, opportunity to upgrade my plan (200/20) plus I have nothing to lose. They were running a promo for one month free so after paying the $45 signup and $45 for fixed IP I'm essentially switching ISP's without incurring any cost.

The signup was easy enough and I can confirm they use CGNAT (hence my need for fixed IP). So far there has been a bit of a wait (about 10 days) getting switched over but that is due to Enable.

One of the historic comments I had read previously was that UI prices were so cheap they must not be able to afford international bandwidth. I put this to them when I spoke with the call center and they said international bandwidth is not an issue. They also said they do not do any traffic shaping/throttling of speeds.

Once I am connected, are there any tests that anyone would like me to perform on my connection?

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