At Bigpipe, we’re all about putting the power in your hands. We know you’d rather not have to ring a call centre, wait on hold, waste your time. You’d much rather fix the problem yourself if you can, or fire off a quick email and go do something else while you wait for us to get back to you.
We’ve designed the Bigpipe App to help you help yourself, when it comes to your Bigpipe connection. It makes the things you need to do with Bigpipe easier, and helps you better understand, optimise, and make use of your own connection – without needing to call anyone.
A bigger pipe
The internet is a complex beast. Sometimes it runs slower than you expect and you just don’t know why. As an Internet Service Provider, we find that speed issues are actually caused by people having other things running in the background. For example, if there’s someone downloading something whilst you’re trying to watch your favourite Lightbox show, it can make your stream a lot slower.
While faster connections like fibre are getting more common, a lot of people – well over 50 percent of New Zealand internet users – still have ADSL connections that don’t always give them the speed they need, especially when they live with multiple other internet users who all like doing stuff at the same time.
If that’s you, then you’ll love this.
About the Bigpipe app
1. Push Notifications
Sometimes stuff happens to your internet connection.
Sometimes it’s good stuff (like UFB becoming available in your area), sometimes it’s bad stuff (like workmen cutting through the fibre feeding your house with internet, cutting you off). We try and be as proactive as possible and let our customers know whenever stuff happens – but it’s not always easy. Sometimes customers miss emails, or they don’t see an outage notification on our website.
So we’re introducing push notifications as part of the app. For now, it will only be used for outage notifications. You can see on the left what the notifications will look like on your iPhone or Android device.
We also plan to implement features like:
- Billing notifications
- Outage notifications
- Upgrade opportunities
2. Refer Your Friends
We’ve already put a neat way to refer your friends in the Bigpipe website, but we wanted to make it even easier, so we’ve built it into the app.
Just like on the website, you get a unique link which, when used, will give you and the person you referred $20 credit. You can post your link to Facebook, Twitter, and other social media sites, as well as text or email your contacts, in just a couple of taps. Some people have legitimately made hundreds of dollars in credit already doing this. You should too.
3. Pay Your Bill
Bigpipe billing is automatic. Most of the time you don’t need to worry about paying your bill.
Sometimes, however, you might be a little short on funds and need to make a manual payment a bit later. Our app enables you to do this really easily. You can even change your credit card details right in the app!
4. Line Testing
The Bigpipe app has a great new feature: Line Testing. Use it to test your Bigpipe connection for faults – and if something’s wrong, it’ll help you get even faster, more efficient service from the Bigpipe support team. All you have to do is head to the “Help” tab in the Bigpipe App, and tap “Start Diagnosis” to test your line.
Line testing makes everything a lot easier and faster, for you and for us. It allows you to know really quickly if a problem is on Bigpipe’s end, or something else. And it lets us know as well, because when you do a line test you can send us information on the state of your connection. If you use the Line Testing tool to get in contact with us, we’ll know a bunch of stuff about the nature of the fault up-front, and being better informed will help us fix it faster.
All app screenshots refer to work in development and may not be the same as the final product. All app features subject to change.
General App FAQs
How do I get the App?
Would you consider adding [insert feature]?
Absolutely! There are hundreds of things we’d love to do with the app, but of course we have limited time, money and resources. We also need feedback from you, our customers, to help determine what are the most useful features, and we’ll be developing these first.
Can I give you feedback?
Absolutely! Just tap the “Profile” icon, scroll down, and tap “Feedback.”
Do I have to pay?
No. Access to the Bigpipe app and all its features is free to all Bigpipe customers. (If you’re not a Bigpipe customer, you won’t be able to do anything on the app). Data charges may be incurred through your use of the app, including global data roaming charges when you access the app overseas.
Will you support other devices (Windows Mobile, Blackberry, Symbian)
At this stage, we’ve built it for Android and iPhone. We haven’t yet decided what other operating systems to support in future. You’ll need to ensure you have a compatible device that works with the App.
I keep seeing this screen when I try to log in to the Bigpipe App, but I’m already a Bigpipe customer – how do I fix this?
This is a known issue with the app for some Bigpipe customers. It happens because the app hasn’t properly connected to your Bigpipe account. We can fix it at our end. All you have to do is tap on the Profile icon, and scroll down to “Feedback.”
Say something along the lines of “The app can’t tell I’m a Bigpipe customer”, add the email address you use for Bigpipe, and tap Send. We’ll fix it up at our end as soon as we can.