Spark Wireless Broadband for home speed issues.

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Wireless Broadband for home speed issues.

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#1696318 29-Dec-2016 20:43

This is my humble personal opinion, but it seems like there might possibly be some dodgy tactics taking place by some Spark people and/or affiliates. Why promote this service in a newly fibred area? Why say you have to move? Why not advise the other things customers can do to improve their ADSL BB (eg: Improve internal wiring/install splitters, move to VDSL, don't take the wiring only option). I think it all seems to conveniently point towards Spark wanting to become a vertically integrated monopoly again.

Thus: https://www.chorus.co.nz/customers-should-get-informed-about-their-broadband-choices

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#1696330 29-Dec-2016 21:05

pjamieson:

This is my humble personal opinion, but it seems like there might possibly be some dodgy tactics taking place by some Spark people and/or affiliates. Why promote this service in a newly fibred area? Why say you have to move? Why not advise the other things customers can do to improve their ADSL BB (eg: Improve internal wiring/install splitters, move to VDSL, don't take the wiring only option). I think it all seems to conveniently point towards Spark wanting to become a vertically integrated monopoly again.

Thus: https://www.chorus.co.nz/customers-should-get-informed-about-their-broadband-choices

That all seems very conspiracy theory-like to me. As if wireless is rubbish. It suits a demographic who do not have fibre, or who can get fibre, are lower usage and have install concerns. Or who are on 24/1 (MAX) DSL. VDSL, you need to be close (VDSL) or closish Enhanced VDSL.

I doubt that CSR's are pushing people away from easy and viable solutions to wireless. Same ol' story, its chinese whispers. What gets said, isn't always what gets said.

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#1696331 29-Dec-2016 21:08

pjamieson:

This is my humble personal opinion, but it seems like there might possibly be some dodgy tactics taking place by some Spark people and/or affiliates. Why promote this service in a newly fibred area? Why say you have to move? Why not advise the other things customers can do to improve their ADSL BB (eg: Improve internal wiring/install splitters, move to VDSL, don't take the wiring only option). I think it all seems to conveniently point towards Spark wanting to become a vertically integrated monopoly again.

Thus: https://www.chorus.co.nz/customers-should-get-informed-about-their-broadband-choices

Tell us what you think of that link, and what is factual.

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#1696333 29-Dec-2016 21:11

hio77:

msukiwi:

#2 customer was "perfectly" happy with her adsl!

Main use is email!

Was told she "had" to upgrade to fibre or wireless as stated!

VERY deceptive sales tactics!

It is rather hard to comment further without knowing the background to the exact case, could very well be a conklin situation and the CSR was pushing the customer off the congested node for all i know (highly unlikely i'm well aware, but i do have to give the benefit of doubt.)

in this case, i would recommend discussing returning back to adsl if the wireless team can't resolve the existing issues the customer is facing. - this would be in their workflow to consider if things aren't going well.

Once again though, being in the standdown period it really is the worst of times to make much progress in a case.

Thats correct. Its hard to imagine being told that you HAD to do this or that.

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#1696340 29-Dec-2016 21:27

pjamieson:

This is my humble personal opinion, but it seems like there might possibly be some dodgy tactics taking place by some Spark people and/or affiliates. Why promote this service in a newly fibred area? Why say you have to move? Why not advise the other things customers can do to improve their ADSL BB (eg: Improve internal wiring/install splitters, move to VDSL, don't take the wiring only option). I think it all seems to conveniently point towards Spark wanting to become a vertically integrated monopoly again.

Thus: https://www.chorus.co.nz/customers-should-get-informed-about-their-broadband-choices

We know it's all about the $, and the less $ that Spark (and Vodafone now) have to give to Chorus, the more $ they have to keep for themselves.

kornflake

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#1696342 29-Dec-2016 21:29

My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

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#1696344 29-Dec-2016 21:33

tdgeek:

Thats correct. Its hard to imagine being told that you HAD to do this or that.

Yep, if a CSR did say you HAD to, that was likely not the best response.

tdgeek:

Tell us what you think of that link, and what is factual.

Given that hes on the chorus side of things, i do expect some favoritism to be on that side of things.

However, be realistically... in terms of the informer, there is nothing incorrect there. some points that i would argue is stretching the truth a tad.

Reliability being the biggest one, I am a firm believer in master filters being mandatory, regardless if the connection is adsl or vdsl. - Only on the most perfect of lines there wouldn't be a single improvement, chances of that are literally one in a million. Often the underlying stats behind the DSL is forgotten for simply the sync rates.

The option to drop the $10 fee has been taken up by host RSPs now days, and we are seeing cases of where it absolutely is required due to an obvious line issue there or simply, not preforming as well as it should.

In this instance i personally do believe all reps should be better trained in the underlying workings of DSL so they can spot potential iffy rather dodgy lines even if its just as a precautionary LQD and getting asure to just comment (no truckroll). See far too many upgraded lines that originally were so bad that there is no way VDSL will do better. Remember VDSL is less fault tolerant than ADSL (one can argue the potential of Vectoring and the many other advanced features VDSL has to offer but as it stands they do not apply here)

End of the day though, Cable will always be more reliable and consistent than a wireless option, Assuming everything is kept in shape. You hardly would throw your modem out in the rain and expect it not to function a little off, so why expect your landline would do the same if it becomes exposed. Things degrade, its a fact of life. copper being at it's age this is now showing, and realistically chorus aren't going to go and run a new roadside pair to replace the bad pairs.

Wireless becomes an option here as the medium between the customer and the network is all air... there is no medium to degrade (okay interference is a thing, but totally different case altogether.)

Where fibre is available but your looking at someone who uses 10GB a month, that really would be best over the air while those streaming, they should be going for fibre.

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#1696345 29-Dec-2016 21:37

kornflake: My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

Honestly sounds like the sort of press spark does not want.

Being upfront is one of their values, and staff ARE expected to stick to them.

likely might be something @Talkiet may be interested in hearing simply to pass onto the correct parties.

had is a very strong word, and is not the correct terminology that should be used for the wireless product.

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tdgeek

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#1696349 29-Dec-2016 21:41

sbiddle:

pjamieson:

This is my humble personal opinion, but it seems like there might possibly be some dodgy tactics taking place by some Spark people and/or affiliates. Why promote this service in a newly fibred area? Why say you have to move? Why not advise the other things customers can do to improve their ADSL BB (eg: Improve internal wiring/install splitters, move to VDSL, don't take the wiring only option). I think it all seems to conveniently point towards Spark wanting to become a vertically integrated monopoly again.

Thus: https://www.chorus.co.nz/customers-should-get-informed-about-their-broadband-choices

We know it's all about the $, and the less $ that Spark (and Vodafone now) have to give to Chorus, the more $ they have to keep for themselves.

Very true, same goes for Chorus

tdgeek

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#1696350 29-Dec-2016 21:42

kornflake: My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

I would raise that with Spark. Then, the actual call, or actual chat/email is black and white

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#1696355 29-Dec-2016 21:49

hio77:

kornflake: My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

Honestly sounds like the sort of press spark does not want.

Being upfront is one of their values, and staff ARE expected to stick to them.

likely might be something @Talkiet may be interested in hearing simply to pass onto the correct parties.

had is a very strong word, and is not the correct terminology that should be used for the wireless product.

Yep, "HAD TO" is strong. Advised to, suggested to, then something wasn't right, isn't HAD. Wireless has benefits, it also has limitations, but if your on 11/1 ADSL and its not great, wireless can be the bees knees. Like anything in life, things get exaggerated. If wireless isn't working well, it will be put back to DSL. Then maybe suggest the customer pays for a splitter. No way, I want it free. And while we are on the call, can I also have a free modem. Maybe a free month as well?? It can get like that.

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#1696371 29-Dec-2016 22:37

hio77:

kornflake: My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

Honestly sounds like the sort of press spark does not want.

Being upfront is one of their values, and staff ARE expected to stick to them.

likely might be something @Talkiet may be interested in hearing simply to pass onto the correct parties.

had is a very strong word, and is not the correct terminology that should be used for the wireless product.

I'm on holiday at the moment and I can't speak officially to the content of any call or specific instance since I can't access any recordings myself, but to allay any fears I can state that IF it went down as described, that is WAY OFF SCRIPT and I would encourage anyone that feels they were forced into shifting to call back through official channels and raise this as a complaint. I can think of instances where the CSR may be able to see data that would so strongly suggest it's a good idea (for the customer) they might want to be persuasive, but I simply can't see forcing a customer onto WBB as being part of any approved sales or support script.

It was a misunderstanding (possible) or a rogue individual (also possible).

This is so far outside even my day job responsibility I feel uncomfortable saying I could help individuals on this topic, so I'll suggest that if someone feels they were forced into upgrading, and don't like it, AND have not had luck through the official channels getting put back, then get in touch with "JasonParis" on GZ.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

hio77

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#1696372 29-Dec-2016 22:40

tdgeek:

Yep, "HAD TO" is strong. Advised to, suggested to, then something wasn't right, isn't HAD. Wireless has benefits, it also has limitations, but if your on 11/1 ADSL and its not great, wireless can be the bees knees. Like anything in life, things get exaggerated. If wireless isn't working well, it will be put back to DSL. Then maybe suggest the customer pays for a splitter. No way, I want it free. And while we are on the call, can I also have a free modem. Maybe a free month as well?? It can get like that.

im on 12/1 ADSL, wireless would offer about 30/2.

however having my two adsl links balanced results in a a solid 27/2 consistently. while not the vdsl that i would prefer, it certainly works.

Definatly though, you can't do everything. halfway is a good move though ;)

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ajw

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#1696382 29-Dec-2016 22:46

Talkiet:

hio77:

kornflake: My old man got a simalar call from Spark stating that they had to move to wireless, followed by the rep saying the modem will be shipped that day. it wasn't until my father clarified the unlimited data component did the csr stop the transaction.

Only reason Spark and Voda for that matter are pushing this is the bottom line, come on guys at least be up front about it, it's funny that been up front and honest is one of the spark values obviously Jason Paris must have missed this one.

Honestly sounds like the sort of press spark does not want.

Being upfront is one of their values, and staff ARE expected to stick to them.

likely might be something @Talkiet may be interested in hearing simply to pass onto the correct parties.

had is a very strong word, and is not the correct terminology that should be used for the wireless product.

I'm on holiday at the moment and I can't speak officially to the content of any call or specific instance since I can't access any recordings myself, but to allay any fears I can state that IF it went down as described, that is WAY OFF SCRIPT and I would encourage anyone that feels they were forced into shifting to call back through official channels and raise this as a complaint. I can think of instances where the CSR may be able to see data that would so strongly suggest it's a good idea (for the customer) they might want to be persuasive, but I simply can't see forcing a customer onto WBB as being part of any approved sales or support script.

It was a misunderstanding (possible) or a rogue individual (also possible).

This is so far outside even my day job responsibility I feel uncomfortable saying I could help individuals on this topic, so I'll suggest that if someone feels they were forced into upgrading, and don't like it, AND have not had luck through the official channels getting put back, then get in touch with "JasonParis" on GZ.

Cheers - N

I have sent a email to Jason Paris with this link.

hio77

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#1696397 29-Dec-2016 23:20

Talkiet:

I'm on holiday at the moment and I can't speak officially to the content of any call or specific instance since I can't access any recordings myself, but to allay any fears I can state that IF it went down as described, that is WAY OFF SCRIPT and I would encourage anyone that feels they were forced into shifting to call back through official channels and raise this as a complaint. I can think of instances where the CSR may be able to see data that would so strongly suggest it's a good idea (for the customer) they might want to be persuasive, but I simply can't see forcing a customer onto WBB as being part of any approved sales or support script.

It was a misunderstanding (possible) or a rogue individual (also possible).

This is so far outside even my day job responsibility I feel uncomfortable saying I could help individuals on this topic, so I'll suggest that if someone feels they were forced into upgrading, and don't like it, AND have not had luck through the official channels getting put back, then get in touch with "JasonParis" on GZ.

Cheers - N

Apologizes for flagging you direct on that one while knowing you likely too were in stand-down, figured if anyone here your the most 'active' that would have the right contacts to flag it to thats all.

went without saying that the issue itself should be bought up directly if its an issue, just one of those things were it was assumed to otherwise be left as stacking with the soap

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