After 15 years with BigPipe, I’ve finally left — and here’s why.BigPipe never offered phone support, but in the past I could usually resolve issues through their online chat, even though speed drops (which were permanent until I complained each time) happened more often than they should have, and were always denied. With persistence, I could get things corrected and speeds restored to what I was paying for.However, after a recent issue caused by changes on my end, I simply needed BigPipe to confirm whether there were any problems on their side. It took them three days just to confirm that everything was fine on their end. Waiting 72 hours for a basic service status update is unacceptable in 2025.To make matters worse, they’ve now removed their online chat support entirely — everything must go through an online form, which comes with a minimum 72-hour wait. That is beyond reasonable for an internet service provider in 2025.Their entry-level plans may still be slightly cheaper than the competition, but their mid and high-tier plans are no longer competitive, especially considering the lack of timely support. The value simply isn’t there anymore. As someone working with highly technical aspects of software and the internet, I have struggled to work with BigPipe to resolve basic issues because they (more than once) refused to accept the issue was at their end.I can’t recommend BigPipe to others any longer. It’s disappointing to see another Kiwi company move further away from being accountable to its customers and feeling it can simply provide near to no service while the money flows in. Not cool.2 stars — because it used to be good, but it isn’t now.
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