Bigpipe Avis 42

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.

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!

The old contract would ensure when you cancel you're only billed for what you use. They changed the contract so you pay in advance, and they do not do partial refunds if you cancel half-way through the month.

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.

These guys have been beyond awesome for me. After putting up with average NZ ISPs for past 20 years, can easily say these guys have been the most professional, knowledgeable and efficient guys I have ever dealt with. Maybe I just been lucky but every interaction has been very smooth. Reluctant to switch no matter how good the deals are for other ISPs.