Spark trying to charge broadband re connection fee!!

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quebec

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Ultimate Geek

#151505 27-Aug-2014 19:12

Posting on behalf of a friend. She had broadband and home line but decided to disconnect Broadband for a short time but kept the home line and was told that when re connecting there won't be any fee. She called just before to have the Broadband re connected and was told there will be a $199.00 re connection fee or sign up a contract. Is this correct? Can someone from Spark please confirm if this should be the case?

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#1116791 27-Aug-2014 19:24

When the broadband was disconnected a broadband disconnection order would have been placed with chorus who would have disconnected the line from the DSLAM port.
In order to reconnect they have to book chorus to reconnect the line back to the DSLAM and start paying line rental again.

As for being told there isn't a fee, hopefully the call was recorded so they can listen back to it so it's not he said she said back and forth.

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johntynz

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#1116807 27-Aug-2014 20:03

standard adsl connection fee thru spark is $99, or free if starting a 12month contract

was she in contract prior to disconnecting? as $199 is the ADSL early disconnection fee

NonprayingMantis

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#1116814 27-Aug-2014 20:10

http://www.spark.co.nz/shop/internet/adsl/

There is a no contract option available for $99, not $199

Also, if she signs up online, she gets more free stuff - credits etc. So don't bother signing up over the phone at all.(although that also requires a contract)

quebec

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Ultimate Geek

#1116841 27-Aug-2014 20:50

Well it's cheaper for her to switch providers then.

NonprayingMantis

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#1116857 27-Aug-2014 21:09

quebec: Well it's cheaper for her to switch providers then.

If you don't want a 12 month contract, then almost all providers charge a connection fee.

The only one who has no contract and no connection fee I'm aware of is bigpipe,but they only do lbroadband, no landlines, and it sounds like she wants a landline.

quebec

852 posts

Ultimate Geek

#1116987 28-Aug-2014 08:07

johntynz: standard adsl connection fee thru spark is $99, or free if starting a 12month contract

was she in contract prior to disconnecting? as $199 is the ADSL early disconnection fee

She wasn't in a contract before disconnecting. According to Spark $199 is for a Chorus technician to visit the property. Does Chorus really need to visit if the house had a Broadband connection just few months back?

Inphinity

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#1116989 28-Aug-2014 08:16

Was it VDSL she had, rather than ADSL? If so, Spark would 'expect' they need to do it as they require a 'full install' for VDSL.

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#1116992 28-Aug-2014 08:20

In theory, no, Chrous shouldnt be needed at the house - but they might be wanting to put in a new dedicated jackpoint/filter - did she have one before ?

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#1116993 28-Aug-2014 08:21

quebec:
johntynz: standard adsl connection fee thru spark is $99, or free if starting a 12month contract

was she in contract prior to disconnecting? as $199 is the ADSL early disconnection fee

She wasn't in a contract before disconnecting. According to Spark $199 is for a Chorus technician to visit the property. Does Chorus really need to visit if the house had a Broadband connection just few months back?

$199 is the wiring fee if a Chorus technician is required to visit and make any wiring changes. This fee will not apply to most people, and is something that every ISP out there will have in their terms & conditions (typically advising a wiring fee of $199 may apply)

quebec

852 posts

Ultimate Geek

#1116994 28-Aug-2014 08:22

Inphinity: Was it VDSL she had, rather than ADSL? If so, Spark would 'expect' they need to do it as they require a 'full install' for VDSL.

It's standard ADSL only in her street, not even ADSL2+. I don't think a dedicated jack or any such thing is required.

quebec

852 posts

Ultimate Geek

#1117007 28-Aug-2014 08:24

sbiddle:
quebec:
johntynz: standard adsl connection fee thru spark is $99, or free if starting a 12month contract

was she in contract prior to disconnecting? as $199 is the ADSL early disconnection fee

She wasn't in a contract before disconnecting. According to Spark $199 is for a Chorus technician to visit the property. Does Chorus really need to visit if the house had a Broadband connection just few months back?

$199 is the wiring fee if a Chorus technician is required to visit and make any wiring changes. This fee will not apply to most people, and is something that every ISP out there will have in their terms & conditions (typically advising a wiring fee of $199 may apply)

So, who makes this decision if a Chorus technician is required to visit or not. If technician visit is not required, I don't see it as a justifiable charge. According to Spark person on the phone, regardless of a technician visit, fees will apply.

quebec

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Ultimate Geek

#1117009 28-Aug-2014 08:25

xpd: In theory, no, Chrous shouldnt be needed at the house - but they might be wanting to put in a new dedicated jackpoint/filter - did she have one before ?

She had ADSL working not long ago so everything is in place and I don't think she has a dedicated jack, just uses internal line filters.

Inphinity

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#1117017 28-Aug-2014 08:38

Certainly shouldn't be up for $199 then, possibly $99 though which is their 'standard' no-contract connection fee.

If she is ADSL-only, has she considered a 6-month contract to waive the connection fee?

sbiddle

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#1117033 28-Aug-2014 08:55

quebec:
sbiddle:
quebec:
johntynz: standard adsl connection fee thru spark is $99, or free if starting a 12month contract

was she in contract prior to disconnecting? as $199 is the ADSL early disconnection fee

She wasn't in a contract before disconnecting. According to Spark $199 is for a Chorus technician to visit the property. Does Chorus really need to visit if the house had a Broadband connection just few months back?

$199 is the wiring fee if a Chorus technician is required to visit and make any wiring changes. This fee will not apply to most people, and is something that every ISP out there will have in their terms & conditions (typically advising a wiring fee of $199 may apply)

So, who makes this decision if a Chorus technician is required to visit or not. If technician visit is not required, I don't see it as a justifiable charge. According to Spark person on the phone, regardless of a technician visit, fees will apply.

As already mentioned above Spark (along with virtually every ISP out there) charge a standard install fee which is $99 in the case of Spark, and typically free is you sign a term contract. This is made very clear on their website.

quebec

852 posts

Ultimate Geek

#1117058 28-Aug-2014 09:15

Inphinity: Certainly shouldn't be up for $199 then, possibly $99 though which is their 'standard' no-contract connection fee.

If she is ADSL-only, has she considered a 6-month contract to waive the connection fee?

That sounds like a good idea.

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