Dead 2.4Ghz on HG659 and Spark won't play ball

Forums › Spark New Zealand (including Skinny and BigPipe) › Dead 2.4Ghz on HG659 and Spark won't play ball

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mobiusnz

477 posts

Ultimate Geek
+1 received by user: 114

#1799359 13-Jun-2017 14:13

cbrpilot:

mobiusnz:

I'm aware of the unblock and have had good experience in recent times with it - Originally it was a little hit and miss where we'd be told it was done but it wouldn't work and we'd have to request it again.

Just an FYI, we did have a defect with this feature that impacted some circuits which resulted in the on/off toggle not working every time. That has been long fixed now, and it should work very well now. Let me know if this is not your experience from now on.

Thanks.

I hear you - in the customers own words "I don't like to cause a fuss" - I picked up the ball to run with it and knew me phoning on her behalf without being with her would be problematic so went to the forum as it works.

Matt Beechey Mobius Network Solutions

1101

3141 posts

Uber Geek
+1 received by user: 1143

#1799446 13-Jun-2017 15:03

nathan:

this will get any retailers attention

1)ask to escalate to a manager

2)stop paying the bill

3)threaten to take the provider to the disputes tribunal for not fulfilling their legal obligations under the CGA.

1) sometimes that is refused , or doesnt go to anyone who can make any sort of real common sense decision
If it is a real store with goods, then walking in and asking for the manager is a good option, but via foreign helpdesk..........

2) thats a sure way to get disconnected , making things even messier to sort out

3) Some retailers & service people have a complete disregard for the CGA . Ive worked in several companies with that attitude
Ive also threatened the CGA & had that make no difference .
- sure, threaten the CGA, but be 100% prepared to backup your words with actions.

The CGA is a bit of a toothless animal
Im sure retailers should not be allowed to sell 'extended warranties" under the CGA, as the CGA states you cant mislead customers
of their CGA rights , extended warranties just being a known con.

Best option is Geekzone. Seems to get issues sorted pretty rapidly .
Really must acknowledge Company employees who frequent here for all their good work.

Im getting off topic , but original issue seems to be sorted now.

mobiusnz

477 posts

Ultimate Geek
+1 received by user: 114

#1799458 13-Jun-2017 15:21

Just to close the thread and say thanks to those at Spark who have shown that the help-desk simply dropped the ball on this one.

I was gobsmacked that she got the response she did on the phone and it appears I was right to be as it didn't seem like the response of a company interested in keeping existing customers. Once upon a time Telecom were happy to sit on their laurels and keep clients by default but I think we're a long way past that and the guys who have helped have shown that's true.

So thanks @wheelbarrow01 and @hio77 for your help on this one - Another happy customer and a slowly warming Techie.

Also shows how powerful Geekzone forums can be as I've noticed both Vodafone and Spark keep a close eye on discussions here.

Matt Beechey Mobius Network Solutions

Kiwifruta

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+1 received by user: 337

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#1802470 17-Jun-2017 06:58

@hio77 Do the HG659b devices now come with the latest firmware installed?

steve2222

507 posts

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+1 received by user: 44

#1802478 17-Jun-2017 07:55

Kiwifruta:

@hio77 Do the HG659b devices now come with the latest firmware installed?

Not a Spark person here, but I did just have a replacement HG659b sent out by Spark this week and this time the firmware already installed was the latest one showing on the Spark website - ends in 'B022'.

hio77

'That VDSL Cat'
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Lizard Networks

Subscriber

#1802498 17-Jun-2017 09:59

Kiwifruta:

@hio77 Do the HG659b devices now come with the latest firmware installed?

Yes, there may be the off chance this is not the case which is easily remedied.

#include <std_disclaimer>

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

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