Spark Launches new Inhome Experience - Spark Smart Modem & Spark Smart Mesh

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark Launches new Inhome Experience - Spark Smart Modem & Spark Smart Mesh

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Lizard Networks

#2525763 19-Jul-2020 17:47

A fix is in the works, I've been given an internal tineline but can't share that at this stage.

It has been escalated through with a fair bit of urgancy so vendor has a dedicated team put together for exactly the 3 issues that all the reports I've seen have boiled down too.

Appolgies for the issues.

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kiwipeter

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#2525764 19-Jul-2020 17:49

Can you please give a rough idea for the fix release as if this continues I will have to return the modem and mesh devices.

hio77

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Lizard Networks

#2525765 19-Jul-2020 17:52

kiwipeter: Can you give a rough idea for the fix release as if this continues I will have to return the modem and mesh devices.

At this stage no.

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BuzzLightyear

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#2525776 19-Jul-2020 18:03

kiwipeter: Can you please give a rough idea for the fix release as if this continues I will have to return the modem and mesh devices.

Do try turning band steering off. My setup has been quite stable since doing that.

CNZ

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#2525781 19-Jul-2020 18:27

kiwipeter: New Smart Modem and single Mesh wireless unit installed and setup. So far we’ve had a number of connected devices lose their wireless connections. These have included the PS4 console and MacBook Air. I think they have both been 2.4GHz clients but can’t say for certain. Is there a log file or something I can supply to assist in the firmware fix?

Is the client team on the support chat aware of these issues and able to accept returns and refunds if the problems become too annoying?

Try manually changing the channel for your 5G band PS4 definitely supports it but some devices hate the higher bands

kiwipeter

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#2525785 19-Jul-2020 18:32

Ok, thanks.

Are the customer support team members aware of these issues so I won’t need to wait for the technical team to attempt to fix something they can’t? Are you able to assist with returns/refunds?

mrhaboobi

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#2525800 19-Jul-2020 18:59

Wondering if we will see a fix for the modem disconnection at least once a day ?? Kinda annoying having opted for this smart modem and paid for a mesh unit only to find it disconnects often :(. Like to think this will be sorted soon? Thanks

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kiwipeter

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#2525843 19-Jul-2020 22:11

hio77: At this stage no.

I find that quite ridiculous. There are numerous people having similar or same issue (granted, some worse than others) and you can’t even give a rough idea of how long we have to wait to get this issue resolved. A week? Month? Year?

hio77

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Lizard Networks

#2525846 19-Jul-2020 22:24

kiwipeter:
hio77: At this stage no.

I find that quite ridiculous. There are numerous people having similar or same issue (granted, some worse than others) and you can’t even give a rough idea of how long we have to wait to get this issue resolved. A week? Month? Year?

It's more if I was to mark a date at this stage, and that wasn't met for whatever reason. Unfortunately folk here would quote that as a promise made on behalf of spark.

I'm deliberately avoiding that situation.
I will say it will be nowhere near a year though.

To be clear, I'm just a technical analyst that sits across this product.
I too face the issues some have mentioned here, and I know about it every time it happens.

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gzt

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#2525859 20-Jul-2020 01:12

kiwipeter:
hio77: At this stage no.
I find that quite ridiculous. There are numerous people having similar or same issue (granted, some worse than others) and you can’t even give a rough idea of how long we have to wait to get this issue resolved. A week? Month? Year?

Personally I'm impressed by the transparency and communication on display here. I suggest you make your own decisions and set your course based on the information offered. Bad manners are not required, and harrassment would be a bad idea.

nzmatt

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#2525872 20-Jul-2020 08:06

Its a tough crowd tonight..... Hang in there, the open and honest communication is appreciated by the silent majority.

grolschie

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#2525879 20-Jul-2020 08:43

nzmatt:
Its a tough crowd tonight..... Hang in there, the open and honest communication is appreciated by the silent majority.

+1. Thanks @hio77 for your presence and communication on these forums!

dethken

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#2526105 20-Jul-2020 16:53

Hi all I wasn't able to find an answer to this question (although it seems obvious).

I'm on Skinny Fibre with the Skinny Smart Modem. Will the Spark Smart Mesh units work with the Skinny Modem?

Thanks.

hio77

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Lizard Networks

#2526118 20-Jul-2020 17:31

dethken:

Hi all I wasn't able to find an answer to this question (although it seems obvious).

I'm on Skinny Fibre with the Skinny Smart Modem. Will the Spark Smart Mesh units work with the Skinny Modem?

Thanks.

Yup, just make sure you hit the get latest update button.

should be VRV9517_v6.00.15_build05 at the time of posting...

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PJ48

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Ultimate Geek

#2526202 20-Jul-2020 19:12

kiwipeter: New Smart Modem and single Mesh wireless unit installed and setup. So far we’ve had a number of connected devices lose their wireless connections. These have included the PS4 console and MacBook Air. I think they have both been 2.4GHz clients but can’t say for certain. Is there a log file or something I can supply to assist in the firmware fix?

Is the client team on the support chat aware of these issues and able to accept returns and refunds if the problems become too annoying?

Under the Overview of connected devices you can see what each device is connected by - either 2.4 or 5 Ghz. What 5 Ghz band has it defaulted to? Mine chose 161 once after a reboot and several devices would not connect to that band. I have had great success telling it to use 149 for 5 Ghz, and I have just chosen 1 vs 6 vs 11 based on avoiding my neighbours.

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