Selective browsing ADSLcannot access spark.co.nz

Forums › Spark New Zealand (including Skinny and BigPipe) › Selective browsing ADSLcannot access spark.co.nz

lestag

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Master Geek

#247908 2-Mar-2019 10:25

I have a weird problem with a friend's ADSL connection.

Router is one of those old technicolour devices

User has 2 devices, ipad and win7 pc

neither can access geekzone.co.nz spark.co.nz,norton.com to name a few

can access facebook.com ,msn.co.nz to name a few

if I connect the ipad to my mobile phone hotspot (spark4g)

it works

freitasm

BDFL - Memuneh
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Geekzone

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#2189760 2-Mar-2019 10:28

Open a command prompt on a Windows computer connected to that network and run these two commands:

nslookup www.geekzone.co.nz

nslookup www.geekzone.co.nz 8.8.8.8

Is there any difference in response?

lestag

100 posts

Master Geek

#2190024 2-Mar-2019 19:52

Hi, I changed the PC to use 8.8.8.8 as the dns server and it made no difference.

I then used tracert for norton.com and spark.co.nz and it "seemed" to trace ok, yet I could not browse the sites

The devices normally get their DNS server entries off the router.

The router was reset to factory defaults under instructions from Spark. It made no difference.

hio77

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Lizard Networks

#2190060 2-Mar-2019 21:49

Can't access all the time or just periods of time

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

lestag

100 posts

Master Geek

#2191003 4-Mar-2019 22:08

hio77: Can't access all the time or just periods of time

all the time. Emails were not able to be sent or received until Saturday when I hooked the ipad up to my mobile hotspot

hio77

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Lizard Networks

#2191009 4-Mar-2019 22:24

lestag:

hio77: Can't access all the time or just periods of time

all the time. Emails were not able to be sent or received until Saturday when I hooked the ipad up to my mobile hotspot

Have you confirmed the dsl service itself is not dropping?

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

lestag

100 posts

Master Geek

#2194057 8-Mar-2019 22:32

hio77:

lestag:

hio77: Can't access all the time or just periods of time

all the time. Emails were not able to be sent or received until Saturday when I hooked the ipad up to my mobile hotspot

Have you confirmed the dsl service itself is not dropping?

Hi, yes I did, or more importantly Spark saw no issues. Link was solid all week

Email was out from 26 Feb to today, when I replaced the router with a new one from Spark.

So the Technicolor router was partially failing.

The whole spark experience was totally unacceptable , until I actually got a contractor involved.

26 Feb Friend rings Spark. They do basic test and can't find anything.

Friend is not computer savvy ,so we arrange call back for 2 March between 9am and 10am when I can be there

No one calls

10:15am call spark, put in queue.

Helpful Spark person apologizes for some one not calling back at arranged time and tries to help.

Offers to put some data on my friends mobile phone.... pity they are on prepaid with Vodafone and have no data plan (nor the capability to use the data...)

Gets my cellphone number to text me the reference code - never get text........

Agrees to escalate it and someone will call back within 24 - 72 hours

72ish hours later (5 mar) they call back and try to check things(team viewer etc) but that won't work (probably due to the issue)

We schedule time 6 mar when I am there, we text contractor , he rings back within 5 minutes.

Go through exactly the same things, pus DNS changes etc.

Explain myself again that if I put my device on the network i can't browse either

contractor agrees it is probably the router and agrees to sell us another one.... friend can't be bothered arguing, pays up

router arrives next day

plugged in and working

Bluntly friend cannot be bothered with the effort of changing email address by signing up to another provider , after all , they are nearly 80

So they are stuck with Spark and their off-shore call centre

hio77

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Lizard Networks

#2194059 8-Mar-2019 22:35

Can you please DM me details of the account.

It sounds like they ended up with techwizards, past that i can't really comment on the experience apart from, this is not what i would expect.

I suspect there has been a bit of confusion through it all.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.