Review Time
Worst customer service. Internet was fine for the first 6 months and now NEVER works. Have tried everything to get in touch with them but they are useless.... unable to help and even though we are paying for the expert UFB package, we are not getting any speed at all. Useless and DO NOT recommend
Bigpipe does not have any phone lines so really difficult to get support when you need it. I think they need to consider changing this in the future because its very frustrating not being able to talk to anyone in person when things go wrong. I find the bot on their website to be quite unhelpful. I recently moved house and they still haven't swapped connection to the new address after almost 2 weeks. I believe this had something to do with chorus issues which is understandable however I was told it could be resolved in 60 hours and it still isn't fixed 3 days later. Really dissapointed and hope this can be resolved soon.
Was happy enough with bigpipe for a couple of years. A few issues with connection, and slow support, but generally chorus issues. Recently, due to cov19 lockdown, our house move was postponed so I cancelled my move with them. That was fine, but got a message on original move date from BigPipe saying someone (new owners) have requested our connection and to reply asap if this was a mistake. I replied and said it was.4 days later my internet disconnects. I finally get to support and they say we've been disconnected. I tell them this is a mistake and to reconnect asap. During lockdown we need internet to work. No follow up eta. I get back in touch the next morning and I'm told it will be 7 days for chorus. I asked them to escalate as this is unacceptable. Sure he says. Got an email 2 hours later saying we'd be connected 15 days later. (Congrats!) Replied with my w-t-f? and asked for Chorus ref as chorus needed it to investigate. 4 hours later I live chat to get an update. Email arrives at the same time with chorus ref and correction of 15 back to 7 days. I tell live chat what's going on and they say don't know who ordered disconnect and can't help ( but will compensate...yay). Partner calls chorus at this time and they say its BigPipe's job to escalate. Live chat again and I'm told they'll send in an escalation to chorus. 2 hours later I get an email saying chorus will investigate in 7 days.This was when we decided to find a 4g provider. This support experience was one of my worst. Every contact with them started back at square one. I still haven't heard back after I questioned the last updated (escalation from connect in 7 days to investigate in 7 days ??)
Like other reviewers, this is my first review and I'm doing it to warn others to stay away from Bigpipe. I'd give zero stars if I could. I used to think there was little or no actual variation between internet providers - WRONG. Since switching to Bigpipe, my speed has been permanently slower, occasionally fluctuates down to a trickle, and regularly drops out. Some days I have to reset the router maybe 10 to 20 times or more. Their customer service has been unable to help, provides only excuses and ignores questions they cannot answer. Some people are obviously lucky but many are not. Don't take the risk, choose another ISP!
I leave a one-star because there is no option for non-star. I would rate this one as low as possible. It actually motivated me to come here and rate it- think how bad it was. I generally am too lazy to provide comment online - whether good or bad.I tried to have them install ADSL for me ( was gonna do Fibre but compromised eventually). waited for days to get approved and then waited to get the modem. When the modem came, It did not work. Tried for two days. The technician they outsourced in the Wellington area and themselves did not respond or (in cases they responded) did not provide useful responses. And at one point they were emailling things like 'looks everything is connected, so we will start to charge the bills now...'Additionally, I found myself receiving irrelevant emails with inconsistent messages from them while I was waiting for someone to help ( which never happened). Finally, I decided to leave and emailed them again. And, unsurprisingly, no response. I guess I was at the point of having had enough. So, I sent multiple emails, requesting nothing but withdraw. Then, one staff member dealt my case, but the other tried to close my ticket when I had not received any return bags let alone sending their BRILLIANT modem back. Naturally, I told the other staff member not to close my ticket- when I have not returned their device to them.THEN GUESS WHAT? A third staff member emailed back, blaming that I created multiple emails/tickets for them, "making it incredibly hard" (for them). I was so cross... Why did they make it incredibly hard for me in the first place then? Why did not I blame them for this but let them blame this to me? Why did not anyone acknowledge that it was how they approached my case that made my life horrible for a week in the first place?I would not even be bothered to post this rating hadn't I received the blame email from the third staff member, who helped me none during the whole process and came up in the very end, making a very arrogant judgement. I guess my name does not look Pakeha enough to earn his respect, but conversely well deserves blame.[A very quick update] they sent me a return bag...but guess what? The bag is just too small to put their modem box in. I kept the courier bag that was used to send me the modem... clearly, there is a size difference. I just couldn't be bothered with these people. I think it is their strategy to delay and charge me for the modem... There is nothing positive in working with them. Not even at the very end of the story. To be able to achieve this is also a miracle. I think I am just gonna find a few other places to post this horrible story.
A good budget provider provided you are ok to wait for support via email. Bigpipe could not help much when we were placing an order for fibre upgrade, but if you have an existing fibre connection easy provider to switch to. There was a small hiccup which delayed connection by a further day but it was within their promised timeframe
Had issues connecting when first connected in April 2017. After a number of emails over a couple of days and hours trying to work out the issue myself, I had a helpful support consultant call and get me online in about 10 minutes. Fast forward to June 2018. No internet again. After three days of emails, many requests for someone to call as I knew it would be sorted so quickly, or a number I could escalation to … still no internet. Call NetComm Wireless who within 5-10 minutes have me reconfigure a setting not supplied in the many emails from Bigpipe and get me back online. Thank you NetComm.
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