Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.


2173 posts

Uber Geek
+1 received by user: 359


Topic # 151169 16-Aug-2014 07:50
One person supports this post
Send private message

I have been experiencing intermittent issues connecting to websites since i upgraded my tablet to W8.1 only on my home network

After some googling and not surprisingly the answers were found on Geekzone so I think I have found the answer to my problem, it appears to be related to the Telecom supplied TG589vn modem and the fix for Geekzoners was either a temporary workaround or Telecom supplying replacement modems FOC, great solution.

Last night i spoke to Spark CS to resolve and after we got past the BS of it being a PC/MS issue I was given two options, manually enter 'workaround' settings everytime i use the device or pay for a replacement modem (which in Spark's defense was offered at a discounted cost of $74). Neither option sits well with me as modem is only ten months old and it transpires this issue appears to have been around for a similar period of time.  

Am I able to have my modem replaced free of charge?


Create new topic


2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1110467 18-Aug-2014 13:44
Send private message

Spark, anyone able to advise?





8027 posts

Uber Geek
+1 received by user: 387

Trusted
Subscriber

  Reply # 1110473 18-Aug-2014 13:55
Send private message

Try tweeting them you're much more likely to get a reply than on a third party forum
https://twitter.com/sparknz 

3830 posts

Uber Geek
+1 received by user: 234

Trusted

  Reply # 1110480 18-Aug-2014 14:06
Send private message

I ended up using one of my spare WiFi 📶 modem/router I had lying around to fix this issue for good because there was no firmware fix for this.




Do whatever you want to do man.

  



2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1110526 18-Aug-2014 14:34
Send private message

Ragnor: Try tweeting them you're much more likely to get a reply than on a third party forum
https://twitter.com/sparknz 


Might be worth a try, tbh I would have expected a reply as the Spark team appear fairly active on this forum normally



2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1111115 19-Aug-2014 10:07
Send private message

Have tweeted @SparkNZ who have suggested manually setting DNS as the solution :( 

Ironically manually setting DNS allows me to properly use Lightbox beta, prior to this i could navigate lightbox website okay but any attempt to watch video resulted in a popup to install Silverlight (current version already installed) or just an eternal loading video message

Its all a bit disappointing really 



2522 posts

Uber Geek
+1 received by user: 937

Subscriber

  Reply # 1111127 19-Aug-2014 10:25
Send private message

I'm surprised you've had no luck getting an upgraded modem out of them, a fair few people have been successful in doing so. Are you within any sort of contract with them? If not, perhaps they would offer you the new modem if you went on a 12 month contract or something. If so, perhaps they could offer you the new modem in order to ensure the service they provide is still usable with your equipment for the duration of the contract. That said, I'd be inclined to use an alternate modem entirely :)




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark



2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1111150 19-Aug-2014 10:40
Send private message

Inphinity: I'm surprised you've had no luck getting an upgraded modem out of them, a fair few people have been successful in doing so. Are you within any sort of contract with them? If not, perhaps they would offer you the new modem if you went on a 12 month contract or something. If so, perhaps they could offer you the new modem in order to ensure the service they provide is still usable with your equipment for the duration of the contract. That said, I'd be inclined to use an alternate modem entirely :)


Modem was new ten months ago when we switched to VDSL as part of a Telecom promotion, I cannot recall if it was a 12 or 24mth term, 12mths springs to mind but i could be wrong

I too thought it would be as simple as requesting a new modem but the tables seem to have turned and I apparently need to pay for a replacement modem or put up with a workaround



529 posts

Ultimate Geek
+1 received by user: 120

Trusted
Subscriber

  Reply # 1111200 19-Aug-2014 11:52
Send private message

Long time back Telecom told me they were working on a firmware update for this issue - instead it seems they switched to Huawei modems. Some people have successfully swapped their modems free of charge for the newer ones - you should definitely hold them to this. I have stuck with the workaround as dealing with Telecom was painful - they had selective amnesia regards to previous conversations.



2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1111875 20-Aug-2014 10:35
Send private message

Anyone from Spark care to comment?

620 posts

Ultimate Geek
+1 received by user: 54

Subscriber

  Reply # 1111892 20-Aug-2014 11:21
Send private message

I'm also interested in seeing an official position on this.  
For most of the year I only had 1 Win 8 device so wasn't bothered but now there are 4 of them and 2 have to travel regularly and changing the dns constantly is becoming annoying.

2522 posts

Uber Geek
+1 received by user: 937

Subscriber

  Reply # 1111895 20-Aug-2014 11:27
Send private message

Must admit I've not noticed as much activity from the Telecom/Spark boys on here since the re-branding... am I just not seeing them?




Windows 7 x64 // i5-3570K // 16GB DDR3-1600 // GTX660Ti 2GB // Samsung 830 120GB SSD // OCZ Agility4 120GB SSD // Samsung U28D590D @ 3840x2160 & Asus PB278Q @ 2560x1440
Samsung Galaxy S5 SM-G900I w/Spark



2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1111931 20-Aug-2014 11:53
Send private message

I tweeted and received a DM asking if manually setting DNS worked of which i responded 'yes, but this doesn't actually solve the issue with the modem' and so far no further communication

I have always been impressed with Telecom's customer service levels and not just on GZ but it seems like the name is not the only thing that changed :P Maybe I am just not young and hip enough for Spark to want my custom?





2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1112688 21-Aug-2014 10:53
Send private message

Wade: Spark, anyone able to advise?







2173 posts

Uber Geek
+1 received by user: 359


  Reply # 1113257 22-Aug-2014 09:01
Send private message

Thanks Spark, issue resolved, modem replaced

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.