Huawei HG659b not broadcasting 2.4ghz - though 5ghz fine. Consumer rights

Forums › Spark New Zealand (including Skinny and BigPipe) › Huawei HG659b not broadcasting 2.4ghz - though 5ghz fine. Consumer rights

Finknz

37 posts

Geek

#201316 13-Aug-2016 13:35

Hi, this morning suddenly my laptop couldn't find a connection to the home router via 2.4ghz, it doesnt have 5ghz capability, although computers on the lan and phones connecting via 5ghz are fine. I have reset to factory defaults and changed channels with no luck.

Spark support said there is nothing they could do as the internet was fine and told me to ring the Tech Wizards phone number which I see costs money? This router was supplied by Spark less than a year ago, what rights do I have to ask for a free modem replacement if they cant fix it? I would have thought they would have offered to replace it immediately. Just wanted to know where I stand before they call me back.

Googling this issue I could see some people from Vodafone had similar issues and their modems were replaced.

Thanks for any help!

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Wheelbarrow01

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Chorus

#1611676 15-Aug-2016 07:57

Hi Finknz,

Iam vexed that our support team would recommend enlisting the help of our Tech Wizard team who charge to help sort out issues with your own equipment (laptops, printers etc). On the surface it seems clear that this is a hardware failure - and that hardware was supplied by Spark and sounds like it's still under warranty. To that end I am disappointed that you were not taken at your word and a replacement modem dispatched under warranty. It's clear you've done more troubleshooting than we'd expect of most people.

I am happy to look into this further for you. We record the dates that we dispatch modems on your account, so it's easy to confirm your modem is under warranty or not, and I am happy to send you a replacement one if it is.

Please send me a private message with your account number and contact number and I will look into it for you.

In terms of the Consumer Guarantees Act, it's pretty clear cut in my opinion - if the modem was, but is no longer, operating on the 2.4GHz frequency then it's no longer fit for purpose.

Many thanks,

Simon

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Wheelbarrow01

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Chorus

#1611757 15-Aug-2016 10:34

DarthKermit:

Do you know if there has been a number of router faults like this?

I have not heard of this being a wide issue - however my expertise is in broadband provisioning at the back end. I don't normally deal with issues such as this, but in this case it's clear the OP has been getting the run around, so I'm happy to put that right. The OP has provided me his proof of purchase confirming his modem is under one year old, so I am happy to send him a new replacement modem today.

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

richms

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#1611831 15-Aug-2016 11:17

What about a resolution for the issue that staff of spark were giving out misleading information about the customers rights and therefore violating the FTA in the process?

Richard rich.ms