Flip free broadband service announced

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Flip free broadband service announced

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NonprayingMantis

6434 posts

Uber Geek

#697772 8-Oct-2012 10:44

ScottHoogerbrug:
robjg63: Hi Scott - is this naked broadband that uses VOIP/SIP for the phone somehow?
Just interested....

No not a naked broadband solution.

It's standard homeline plus broadband.

Is it PSTN?

ScottHoogerbrug

172 posts

Master Geek

Trusted

#697773 8-Oct-2012 10:44

mxpress:
BTR: Is anyone using this service and how have they found it? I am considering moving to flip but don't want to go through the hassle if the actual service is poor.

I have an elderly customer who joined up with Flip early last week. She has now since requested that her phone service be returned to telecom. This is due to the call quality, very bad echo and tinny sound plus her BB constantly drops off. When she called the call centre, she found there was a very long wait and when she actually got someone, she had difficulty understanding them. I can confirm the bad quality voice calls but not the rest as this is just her impression as reported to me. Perhaps, it is not for everybody but at the end of the day, you get what you pay for and others may not have this sort of expereince.

Sorry to hear this happened.

Happy to look into this further if she wants to give us another go.

If you could provide her name via PM, I'd be interested to see what happened at least.

flip.co.nz

ScottHoogerbrug

172 posts

Master Geek

Trusted

#697778 8-Oct-2012 10:48

NonprayingMantis:
ScottHoogerbrug:
robjg63: Hi Scott - is this naked broadband that uses VOIP/SIP for the phone somehow?
Just interested....

No not a naked broadband solution.

It's standard homeline plus broadband.

Is it PSTN?

Yes, that's right.

flip.co.nz

mxpress

376 posts

Ultimate Geek

#697795 8-Oct-2012 11:59

ScottHoogerbrug:
mxpress:
BTR: Is anyone using this service and how have they found it? I am considering moving to flip but don't want to go through the hassle if the actual service is poor.

I have an elderly customer who joined up with Flip early last week. She has now since requested that her phone service be returned to telecom. This is due to the call quality, very bad echo and tinny sound plus her BB constantly drops off. When she called the call centre, she found there was a very long wait and when she actually got someone, she had difficulty understanding them. I can confirm the bad quality voice calls but not the rest as this is just her impression as reported to me. Perhaps, it is not for everybody but at the end of the day, you get what you pay for and others may not have this sort of expereince.

Sorry to hear this happened.

Happy to look into this further if she wants to give us another go.

If you could provide her name via PM, I'd be interested to see what happened at least.

Thanks for the reply Scott. I just tried to ring her and now her phone number is not working and I will need her permission before passing on her details. She lives on the other side of town but I will continue trying to contact her even if it means going to see her.

mxpress

ScottHoogerbrug

172 posts

Master Geek

Trusted

#697798 8-Oct-2012 12:03

mxpress:
ScottHoogerbrug:
mxpress:
BTR: Is anyone using this service and how have they found it? I am considering moving to flip but don't want to go through the hassle if the actual service is poor.

I have an elderly customer who joined up with Flip early last week. She has now since requested that her phone service be returned to telecom. This is due to the call quality, very bad echo and tinny sound plus her BB constantly drops off. When she called the call centre, she found there was a very long wait and when she actually got someone, she had difficulty understanding them. I can confirm the bad quality voice calls but not the rest as this is just her impression as reported to me. Perhaps, it is not for everybody but at the end of the day, you get what you pay for and others may not have this sort of expereince.

Sorry to hear this happened.

Happy to look into this further if she wants to give us another go.

If you could provide her name via PM, I'd be interested to see what happened at least.

Thanks for the reply Scott. I just tried to ring her and now her phone number is not working and I will need her permission before passing on her details. She lives on the other side of town but I will continue trying to contact her even if it means going to see her.

No problem. I've spoken to our networks team and they advised a fix for the call quality is now in place.

Although now concerned you can't get through! Will look at that also once you get the details.

flip.co.nz

smudger

46 posts

Geek

#698542 9-Oct-2012 16:09

I'd also like to hear from anyone who is using Flip and is happy/unhappy as it would be perfect for my mother also but only if there are no real issues.

Nebbie

458 posts

Ultimate Geek

Trusted

#698722 9-Oct-2012 21:11

smudger: I'd also like to hear from anyone who is using Flip and is happy/unhappy as it would be perfect for my mother also but only if there are no real issues.

I'm do not work for flip but if you look back theres mostly good feedback however with every single ISP in NZ if you look for negative feedback you will always find it.

Being on the observing side so far I've seen good feedback with minor teething issues.

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dwiartama

2 posts

Wannabe Geek

#705745 24-Oct-2012 15:30

Hi all,

I've been trying to switch from my previous internet provider (Woosh) to Flip. I intended to maintain my landline number (which was provided by Woosh as well). Unfortunately, when I registered to Flip, they said that my account number and phoneline wasn't registered to Woosh (their request was rejected), which is impossible because I'm using Woosh's services at this very instance and there's no problem with my account, as confirmed by them. Both customer services were very responsive, but they couldn't seem to fix the problem either.

Changing to a new number is an option with Flip, but the installation fee is just so dear. Has anyone experienced the similar thing as well when changing to another provider, especially to Flip?

Cheers,

tritex

189 posts

Master Geek

ID Verified

Trusted

#707076 26-Oct-2012 17:46

When i first joined Flip i had the same experience with the poor call quality, tinnyness, echos etc. I reported it to Flip straight away and they had it fixed wihin 48 - 72 hours. Although the dial tone doesn't sound normal the call quality is back to normal and there is no echo or tinnyness whilst on a call.
If your having this issue give them a ring or an email - and if it's not resolved keep calling back.
(I say that because it took me three calls before they identified and repaired the problem.)

Broadband is Fast - sure it's probably because hardly anyone is using the network yet specially in my area but im impressed with constant speeds of around 15Mbps Down and 0.80Mbps Up. Hopefully they keep the speed up in the future. (I'm right next to the cabinet though so i'm not saying everyone shouild expect that speed)

Certain websites such as TVNZ Ondemand, iSky Streaming and certain speed test websites wouldn't work originally - however i contacted both the service providers that weren't working directly and Flip and all have been fixed that i use anyway. If anyone finds theres a service that's not working i recommend contacting both the service provider and Flip - it worked for me!

The voicemail is basic and simple to use but i think it lacks some advanced features which some customers may miss if they are used to Telecom, in saying that Voicemail to email is a great service i've never used previously.
I haven't found out yet if you can change how many times the phone rings before voicemail cuts in or if you can divert all calls to voicemail etc yet but that would be good to know.

Caller ID works fine.

Some paticular things Flip doesn't offer / to note:

1. A detailed breakdown of billed calls, data usage at which time / day etc, numbers dialled etc. (Add to the wishlist Flip)
2. Be very sure you know your purchasing a prepaid system when you join Flip, i know people who haven't and then are very fast to moan and groan.
3. Wiring maintenance insurance, for some people it can be a biggy. (A wishlist item too. I'm hoping the rats don't chew through the wiring again!)

In short i've found Flip easy to deal with and that they provide cheap and consistent services. Having been with other ISP's Flip is pretty good and highly rates. As they are a new ISP be prepared to tell them if something is not working or not up to what you expect and from my experience they will act. Don't just sit back and wait!

tritex

189 posts

Master Geek

ID Verified

Trusted

#707081 26-Oct-2012 17:54

dwiartama: Hi all,

I've been trying to switch from my previous internet provider (Woosh) to Flip. I intended to maintain my landline number (which was provided by Woosh as well). Unfortunately, when I registered to Flip, they said that my account number and phoneline wasn't registered to Woosh (their request was rejected), which is impossible because I'm using Woosh's services at this very instance and there's no problem with my account, as confirmed by them. Both customer services were very responsive, but they couldn't seem to fix the problem either.

Changing to a new number is an option with Flip, but the installation fee is just so dear. Has anyone experienced the similar thing as well when changing to another provider, especially to Flip?

Cheers,

I'm pretty sure with number portability you should always be able to transfer your number? Obviously if you used Woosh as a wireless service you would need to pay Flip to reconnect your copper line. But if it was a standard copper connection then you should always be able to take your number as far as im aware.

ScottHoogerbrug

172 posts

Master Geek

Trusted

#709179 30-Oct-2012 14:26

First of all, great feedback. Really awesome to see such constructive detail.

tritex: When i first joined Flip i had the same experience with the poor call quality, tinnyness, echos etc. I reported it to Flip straight away and they had it fixed wihin 48 - 72 hours. Although the dial tone doesn't sound normal the call quality is back to normal and there is no echo or tinnyness whilst on a call.
If your having this issue give them a ring or an email - and if it's not resolved keep calling back.
(I say that because it took me three calls before they identified and repaired the problem.)

Yes we had a provisioning issue where some customers were put onto the wrong calling profile. It's being fixed as we speak.

Broadband is Fast - sure it's probably because hardly anyone is using the network yet specially in my area but im impressed with constant speeds of around 15Mbps Down and 0.80Mbps Up. Hopefully they keep the speed up in the future. (I'm right next to the cabinet though so i'm not saying everyone shouild expect that speed)

Great to hear. Yes one of the benefits of being new and small. Although we intend to keep this up by keeping things simple, that way scaling up should be painless.

Certain websites such as TVNZ Ondemand, iSky Streaming and certain speed test websites wouldn't work originally - however i contacted both the service providers that weren't working directly and Flip and all have been fixed that i use anyway. If anyone finds theres a service that's not working i recommend contacting both the service provider and Flip - it worked for me!

Teething issues to be honest.

The voicemail is basic and simple to use but i think it lacks some advanced features which some customers may miss if they are used to Telecom, in saying that Voicemail to email is a great service i've never used previously.
I haven't found out yet if you can change how many times the phone rings before voicemail cuts in or if you can divert all calls to voicemail etc yet but that would be good to know.

Caller ID works fine.

Unfortunately you can't change the number of times you the phone rings before voicemail or divert all calls to voicemail. Something for the future potentially though.

Some paticular things Flip doesn't offer / to note:

1. A detailed breakdown of billed calls, data usage at which time / day etc, numbers dialled etc. (Add to the wishlist Flip)
2. Be very sure you know your purchasing a prepaid system when you join Flip, i know people who haven't and then are very fast to moan and groan.
3. Wiring maintenance insurance, for some people it can be a biggy. (A wishlist item too. I'm hoping the rats don't chew through the wiring again!)

1. We've got a detailed breakdown which can be found in the My Activity section. Only thing it's missing is hourly data usage, it's just day at the moment.

2. Is a good point. Might look at making that clearer.

3. Will review further. We found that the vast majority didnt need it so was an added expense.

In short i've found Flip easy to deal with and that they provide cheap and consistent services. Having been with other ISP's Flip is pretty good and highly rates. As they are a new ISP be prepared to tell them if something is not working or not up to what you expect and from my experience they will act. Don't just sit back and wait!

Thanks again. Apologies for taking a while to respond!

Let me know what you think of our My Account if you get the chance. Was quite tricky making it all work so keen to understand a users perspective. Plus it's still being added to so a good opportunity to feed in.

Scott

flip.co.nz

ScottHoogerbrug

172 posts

Master Geek

Trusted

#709183 30-Oct-2012 14:37

tritex:
dwiartama: Hi all,

I've been trying to switch from my previous internet provider (Woosh) to Flip. I intended to maintain my landline number (which was provided by Woosh as well). Unfortunately, when I registered to Flip, they said that my account number and phoneline wasn't registered to Woosh (their request was rejected), which is impossible because I'm using Woosh's services at this very instance and there's no problem with my account, as confirmed by them. Both customer services were very responsive, but they couldn't seem to fix the problem either.

Changing to a new number is an option with Flip, but the installation fee is just so dear. Has anyone experienced the similar thing as well when changing to another provider, especially to Flip?

Cheers,

I'm pretty sure with number portability you should always be able to transfer your number? Obviously if you used Woosh as a wireless service you would need to pay Flip to reconnect your copper line. But if it was a standard copper connection then you should always be able to take your number as far as im aware.

Yes you can port your wireless number to Flip. You just need to make sure you indicate on our sign up for that you have a homeline and the provider (even though it's wireless).

This holds true for porting any VoIP line to us.

flip.co.nz

dwiartama

2 posts

Wannabe Geek

#709257 30-Oct-2012 16:34

Hi Scott,

We've been trying to switch to flip for over a month. We've paid, but still no luck in switching to flip because of the switching number problem (I've indicated that homeline number when I signed up). could you help us with this?

Thanks.

ScottHoogerbrug

172 posts

Master Geek

Trusted

#709259 30-Oct-2012 16:36

dwiartama: Hi Scott,

We've been trying to switch to flip for over a month. We've paid, but still no luck in switching to flip because of the switching number problem (I've indicated that homeline number when I signed up). could you help us with this?

Thanks.

Can do. PM me your account number with us.

flip.co.nz

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