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Guv

Guv
94 posts

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  #1700808 10-Jan-2017 11:47
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My inlaws got the same calls prior to xmas.

 

Moved them to another provider altogether.

 

G


 
 
 

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chevrolux
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  #1700860 10-Jan-2017 12:37
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 I don't get why people are so anti this. Spark want to make more money - whats wrong with that? If you are a low user then why not move, especially if its the same price or better. As for the 'as more people get connected' thing Spark have already put controls in place to limit people per cell hence the routers being locked to a region (or however that actually works). I think as geeks we forget that our internet usage is in the 5% when it comes in usage habits and the fact is that a proper 4G solution is more then sufficient for many many people. 

 

One exmaple I can think of is my parents. They got UFB put in becasue I said they should and not because they wanted/needed it. Spark gave them a deal that kept their billing all the same but with only a 40GB data pack (or something else small). They used lightbox for the fist month - Mum was very pleased watching 'The Good Wife'. Then they went over that data cap and didn't want to upgrade to the unlimited plan (which was only $15 more or something) so simply don't use streaming services any more. The issue wasn't the added cost, for the record, it was they just simply do not care that much about internet. That makes me go WTF, but they are more than happy just using it for news, metservice, ebooks, magazines etc. Absoultely nothing that requires a UFB connection and would work perfectly over a 4G solution.

 

So I say good on you Spark. Keep that middle finger raised nice and higher to our friends running that copper network and get people off it on to your 4G solution.


kornflake
409 posts

Ultimate Geek


  #1700883 10-Jan-2017 13:15
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chevrolux it is not what they are doing, it is the way they are doing it! if the call centre had non pushy (sorry for the poor wording) approach explaining all the options and why / what it means for the customer, this thread would not exist.




kornflake
409 posts

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  #1703879 16-Jan-2017 06:58
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Will Jasonparis respond today.....

coffeebaron
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  #1703902 16-Jan-2017 07:57
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This product got sold to an elderly couple (parents of one of my customers), but obviously wasn't explained fully enough for them to understood what was happing. They couldn't understand why their phone was no longer working. A bit of rewiring and a bill from me they were sorted, but I don't think they would have changed over if they fully understood what the new setup was going to be.

 

 





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kornflake
409 posts

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  #1704378 16-Jan-2017 21:03
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No reply from Jasonparis, interesting as he was very active on social media only a few month back.....

hio77
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  #1704382 16-Jan-2017 21:09
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coffeebaron:

 

This product got sold to an elderly couple (parents of one of my customers), but obviously wasn't explained fully enough for them to understood what was happing. They couldn't understand why their phone was no longer working. A bit of rewiring and a bill from me they were sorted, but I don't think they would have changed over if they fully understood what the new setup was going to be.

 

 

 

 

I actually had one of these cases today.

 

 

 

Due to the fact that the transfer had JUST happened, it was a "my phone and internet is not working. i just got your new modem and plugged it in, now it doesn't work".

 

was about 5 mins down the track when i was pulling up the orders to work out that was the case when the customer went we upgraded to the new internet that comes from the tower.

 

 

 

Poor customer had no idea at all they were using a wireless service and simply assumed their phone would still work in the PSTN network.

 

 

 

Feel like the inflight process could go alot smoother, much like spark have the inflight process for fibre, where you are looked after till its insured everything is working from the move over.





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JasonParis
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  #1704418 16-Jan-2017 22:06
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Hi all,

Thanks for bringing me into the loop - first day back sorry and a bit to get through!

From the thread it does seem that some of the language being used by the team isn't right - so I'll get onto this tomorrow and sort it, plus listen to more of the calls to ensure that we get it right 100% of the time.

I also want to confirm that the copper network isn’t being shut down, but we do receive an average of 30,000 calls per month from customers who have a fault with their copper broadband. Therefore we are actively encouraging customers to move to either fibre or wireless broadband, depending on their individual needs. Copper broadband is an older technology that is not being invested in, in the way that newer technologies are by the lines companies and its a fact that this is turning up more and more as a poor customer experience for what is becoming an essential connection for many homes and businesses.

For customers who don’t need unlimited data, wireless broadband can be a game changer. Plug in and you are connected in minutes vs having to wait days or weeks for a technician from your lines company to connect you. The speed is significantly better than copper in most instances too. And because it runs over the mobile network, customers won’t have to worry about faults over winter or when it rains. If you don't need connected straight away and want unlimited data with the fastest speeds then fibre would be the best option for you or your business. However for businesses I'd still suggest you consider wireless broadband as a back up should your fibre drop.

From a service and sales perspective we have clear guidelines for our front line to explain where the product is or isn't appropriate, based on what other technologies are available at their address - and how they use their broadband. As it’s not always a black and white choice, we do need to ensure that clear expectations are set with customers. And as we know that there are a number of factors to consider, and we do offer a 30 day money back network guarantee.

Many New Zealand homes and businesses could have a much better connection than their current one. We see this because customers that have migrated to the wireless broadband give us great feedback and consistently recommend this product more than any other kind of broadband we sell. So we are comfortable going out and talking to customers about wireless broadband and fibre as both better options than copper.

Hope this helps.

Jason




Jason Paris


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