Is Spark cancelling e-mail accounts?

Forums › Spark New Zealand (including Skinny and BigPipe) › Is Spark cancelling e-mail accounts?

lowededwookie

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#151872 8-Sep-2014 14:42

We have a customer that I've just gone to check out her e-mail issues.

She recently changed from Spark to TrustPower and in HER efforts to get the TrustPower e-mail working she's deleted her Telecom settings.

Unfortunately she wanted me to set them back up but I can't get her logged into Xtra e-mail. So we went through the process to change her password because as is often the case she did not make accurate recordings of her passwords but I'll be blowed if I know what's going on. When we filled in the first part of her e-mail address like it told us to and entered in the Captcha it came back and said that that account does not exist.

Is Spark killing off e-mail accounts for those moving on to bigger brighter things are they? It's the first I've heard of it if they are and frankly somewhat spiteful considering no one else is doing it.

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cokemaster

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#1124768 9-Sep-2014 07:24

Speaking hypothetically here again...

It doesn't really matter if I pay per fte or on a per call model, I would still incur costs that I wouldn't otherwise incur (regardless of whether it's done in or out of house). Paid products such as broadband and standalone email generally would have support considerations built into the margins which would cover these (common practice in business).

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plambrechtsen

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#1125498 10-Sep-2014 07:30

It's been posted a number of times but Xtra is a Premium Yahoo service including Flickr, the Anti-Virus tools to name just a few. When you cease your billing relationship with Spark with services that qualify for the Xtra account then the Xtra account should get closed.

There are situations where I have seen customers not have their Xtra accounts cut off straight away, but they are the exception rather than the rule. And I would consider it only a matter of time before the account gets cut off.

So if you want to keep the account open, it needs to be attached to an account that has an ongoing billing relationship with Spark paying for a product that qualifies to receive the Xtra account. Since you have closed your account, you will either need to pay for dialup or move the account to some else who is a Spark customer and then they will own the Xtra account, not you.