Review Time
So these losers changed their profile picture to hide the shit reviews on Facebook. So I thought I'd make sure my bad experience is logged somewhere. Don't let them fool you, this is the worst ISP in the country and it isn't even close. If there is anything complicated about your connection, they won't be able to set it up properly. They'll even try and prevent you from getting a refund after you've been stranded without Internet for 2 weeks. I know what I'm doing with Internet as well, I worked at an ISP doing support for years. So it was pretty unbelievable when I went through multiple support people who were entirely unable to get my house connected or setup. I can't believe I waited it out for 2 weeks honestly, but I thought it couldn't have been that hard of a problem. I went to 2degrees and they sorted me out in less than 6 hours, what a fuckking joke.Go with literally any other provider, dial up from the 90s will honestly do better
So these losers changed their profile picture to hide the shit reviews on Facebook. So I thought I'd make sure my bad experience is logged somewhere.
Don't let them fool you, this is the worst ISP in the country and it isn't even close. If there is anything complicated about your connection, they won't be able to set it up properly. They'll even try and prevent you from getting a refund after you've been stranded without Internet for 2 weeks.
I know what I'm doing with Internet as well, I worked at an ISP doing support for years. So it was pretty unbelievable when I went through multiple support people who were entirely unable to get my house connected or setup.
I can't believe I waited it out for 2 weeks honestly, but I thought it couldn't have been that hard of a problem. I went to 2degrees and they sorted me out in less than 6 hours, what a fuckking joke.
Go with literally any other provider, dial up from the 90s will honestly do better
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.
Like others I very very rarely write reviews and wish I could give 0 stars. In my case what went right? Their communication is slow, support out of their depth if it is not a circuit fault and am still awaiting a response to the complaint I subsequently logged. You log a connection fault and they say they will get back in 2 hours, more like 2 days. They say use their support chat if it is urgent, the support chat that has been removed from their web site. Got an ongoing fault on a Friday, be prepared for radio silence over the weekend. And best of all less than a week after they supposedly "fixed" the issue it reoccurs and the whole cycle starts again. So as a loyal long time customer of over 10 years I have given up with BigPipe moved to another ISP and will be talking to all those whom I recommended BigPipe to.
Fast Internet!!!!I have been with Bigpipe for a few years now and my experience with Bigpipe is fast unthrottled internet, but slow customer support. Fast unthrottled internet is more important to me than fast costumer service. My in-laws uses OneNZ and there internet is barely useable around 6pm as i suspect that they are massively throttled.
If I was given an option for no stars then that’s my option! They don’t deserve any stars and they don’t care about customers! They have no contact number and takes upto 72 hours to get in touch via email. Worst providers ever! I highly recommend everyone to go elsewhere and never use bigpipe
Avoid these guys. You cant get hold of them there is no phone to call there is no chat (even though they say there is) they say they will contact you in 2 hours and dont and then in 7 or 8 hours and dont and them in 24 hours and dont.Give your blood pressure a treat and go elsewhere.I have been waiting 24hours with no internet and no help.
Received an email today stating that there was a glitch in Bigpipe's system on the day my payment was processed, referencing the specific date of my automatic payment. The email informed me that I need to pay again for the same month. However, I paid that month's bill manually, so it was not processed on the automated date, but it was paid in full. I have reached out to Bigpipe, but I have received no response in over six hours. Their suggestion to use the live chat option on their website is not possible as there is no live chat available.I marked my query as urgent due to concerns about the security of my payment information. The email threatening to take money from my bank account on a specific date is unsettling, and the message does not seem legitimate. I’ve contacted my bank, who confirmed the payment was processed correctly, and I’ve also reached out to NetSafe and the Telecommunications Disputes Resolution service, who will assist me with a formal complaint if needed. NetSafe and my bank both advised canceling my credit card, which is a huge hassle.The lack of communication from Bigpipe regarding this issue is unacceptable. They’ve failed to address urgent customer inquiries or clarify the situation. I’m concerned that this could be a phishing scam or a significant security breach within Bigpipe’s system. Even if the emails were sent in error, this has severely impacted customer trust. The communication I’ve received has been the worst I’ve ever experienced in terms of customer service. Bigpipe could have easily posted a statement on their website to clarify the issue, but they’ve chosen not to do so, leaving customers in the dark. Given the volume of customer inquiries they likely can't handle, it seems their customer service system is woefully inadequate. I am now seriously considering switching broadband providers.
Been a customer for 8+ years and same as other reviews were great a the start and fast email response as they don't have a contact number but unsure what has changed there in the past 12 months, is as if the customer service team has disappeared, internet just dropped out one day and send 6+ emails over a few weeks with the promise of a 2 hour response, not 1 response and when I cancelled to move ISP providers with details why got a fast personal response saying it has been disconnected but no question or response as to help.Sad business
I have been a customer of bigpipe for a about 10 years. Service works well, when it works. I have recently moved to a new house, and trying to switch my connection to the new address - has been nothing but extreme frustration. Help desk DO NOT respond to support requests, even after 48 hours. Just a simple "we're working on it" would have been nice. I guess I'm now looking for any other ISP that wants my business.
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