Review Time
No support. Internet went down Sunday 8pm. Emailed help desk Monday 8am. Ended up emailing 12 times. Wait time for help 12 to 24 hrs. Never got a response. Went on chat, got disconnected numerous times because they didn't want to deal with the issue. Finally Tuesday I got a response. Finally they got in touch with chorus. Turns out it was an exchange fault in town. You can't get hold of anyone by ph. Chorus won't let you call them directly, it has to be via your provider. Finally got internet back at 4pm Tuesday. Don't do it! Go elsewhere! They dgaf.
Very disappointing on the customer support service side. I am now on Day 5 waiting for a response and they now seem to be ignoring my emails. There is no ability to speak with anyone if you strike a problem with your internet connection. We will be moving away from them as fast as we can. Be warned. They started off well but have gone down the same slippery slope with irritating auto reply messages that provide no help. Don't go near them.
This company has been great for me. Been with them for 5+ years and haven't had an issue. When I moved house a couple of years ago it was very simple, let them know in advance and the switch was pretty seamless. I even got to keep the same static IP address I had at my previous place!
I have been with them for years and never had to speak to them. I have just had issues with my fibre line last week and needed help, they do not and will not lift a finger to help. The most they did is send an email to chorus and got half the details wrong. Do not use them they are absolutely terrible as a service provider. Following this I am now moving house and 3 weeks after submitting the request, I still don't have internet at the new house. I just got an email saying "ops we have to start over", while I am already in the new house.
Bigpipe confirmed to me in an email that if I set my disconnection date ahead of time then I would only be billed for the days leading up to disconnection. At the start of the final month I was instead billed for the entire month. I spoke with their support team who admitted that I wasn't told the correct information, but denied me any kind of refund, short of cancelling my plan entirely.
Anyone who has fibre with them and has before Nov. 2021, check your bill. They've been overcharging us now for 6 months at $89/mo. when they no longer even have that plan anymore! They admitted it was dropped when Chorus upped the speeds yet they failed to inform us or move us automatically to the faster plan at a lower cost! I had to find this out myself when our electric provider was offering fibre with 2 months free. Took almost a week now to get this looked into and not yet resolved as they first said they would refund us for a month's worth of payment and now they're saying they'll give us next month free, like I'm still going to be with them next month! Poor customer service and who knows who you're talking to at any given time. No apology given, never really answer your concerns and certainly don't feel the need to compensate you any further than what you've been overpaying. Who knows how long this would have gone on for! I'm sure they won't be informing any of the other customers who are overpaying either. BEWARE! Check your bill/plan. We were on UFB Expert which is the one that no longer exists. They now have $79 with 300mbps download when the one we were on was around 80mbps download. On top of that, the modem we have been using which they provided while on broadband and said it'd work fine on fibre (which it did) won't go past 80 or 100mbps anyway so you now have to get a new one.
I have been a Bigpipe customer and had excellent service BUT; My bank made an error in cancelling a newly issued credit card due to an error on their part. At the same time my automatic payment to Bigpipe was made from this cancelled account. Bigpipe e.mailed to say that payment was declined and that my internet connection would be cancelled if payment was not made . This e.mail was picked up by my junk settings and delivered to my junk mail. I causually saw that it was in my junk box and assumed it to be a scam asking for money. However my Bigpipe account was cancelled. The problem was I had no way to contact Bigpipe as I had no internet and they have no other way to contact them which is bizarre. I would re-connect with them but have now signed with another provider.
They used to be incredible. Note the past-tense of that sentence.This is my first ever one-star review of any place or service ever. But good golly, Bigpipe really took my hand and led me here with such enthusiasm. Customer service is abysmal. Service is the literal worst. Prices aren't exactly hot, either.Sorry to cut this short but I have to go to my workplace to use their internet connection so I can submit my essay.
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