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Topic # 152441 26-Sep-2014 15:53

#include rant It seems some bright spark at Spark decided to make some changes to the network configuration, without telling customers. I use a Netcomm 3G router for internet access, since we live rurally and don't have any other options for internet connectivity (yet).

Spark made some changes last night/this morning which resulted in me being unable to connect to the XT network with my Netcomm router. Being unaware of these changes I called 120 and was put to some guy who knew less about IT than my wife. About all he could tell me was that since I wasn't using Telecom provided equipment he didn't know how to solve my problem!

While I was talking to the guy I took the SIM card out of the router and thought I would try it in a tablet. Imagine my surprise when I noticed 4 - 5 network configuration changes pushed out by Telecom/Spark in the past couple of days. As I don't see txt messages on my router there is no way I could have known or approved these changes.

Anyway while this Spark CSR was prattling on about non Spark equipment I updated the changes, put the SIM back in the Netcomm router and had 3G again. To be fair the people at Spark have decided to give me a $3.00 credit on my next account for the time I was without internet, but the bigger question is why I had to go through this in the first place.

Telecom/Spark have my email address, cell phone numbers and home phone number so why didn't they bother to let me know in the first place? I had my doubts that the change in name at Spark would improve what was an abysmal service at Telecom, and it seems I am right. And all this wonderful service for only $330 per month.

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  Reply # 1138336 26-Sep-2014 16:00
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Can you detail the changes?

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  Reply # 1138349 26-Sep-2014 16:07
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I've not seen any changes, and the 3G modem my router uses for backup seems to be working OK. Would be good to get some more info though if something has been changed.




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  Reply # 1138350 26-Sep-2014 16:08
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xormin:  since we live rurally and don't have any other options for internet connectivity (yet).


What area?





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Reply # 1138357 26-Sep-2014 16:21

I am having some difficulty locating the changes that I applied on my old Tablet (Note 10.1). I recall the APN had changed, but didn't pay too much attention to the others. I did get a text message (From Telecom 7466) saying "You should now be receiving a text(s) that will change your phone's settings. Save these settings using PIN: 1234 if needed."

 

 

I note that my other phones have not received these messages.

 

 

I am in rural Otago, 30 minutes from Dunedin so we don't get broadband (until I finish my own network).

 


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  Reply # 1138370 26-Sep-2014 16:45
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xormin: #include rant It seems some bright spark at Spark decided to make some changes to the network configuration, without telling customers.


xormin: To be fair the people at Spark have decided to give me a $3.00 credit on my next account for the time I was without internet, but the bigger question is why I had to go through this in the first place.


xormin: Telecom/Spark have my email address, cell phone numbers and home phone number so why didn't they bother to let me know in the first place?


It seems they did tell you - they sent you a text message. Sending a text is probably the most reliable way of notifying customers, because it's probably the only contact details they have for a lot of customers. Phoning everyone personally isn't realistic, but sending an SMS is.

Ultimately they cannot control what equipment you put the SIM in to, but it's good of them to credit your account.

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  Reply # 1138371 26-Sep-2014 16:47
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xormin: I am having some difficulty locating the changes that I applied on my old Tablet (Note 10.1). I recall the APN had changed, but didn't pay too much attention to the others. I did get a text message (From Telecom 7466) saying "You should now be receiving a text(s) that will change your phone's settings. Save these settings using PIN: 1234 if needed." I note that my other phones have not received these messages. I am in rural Otago, 30 minutes from Dunedin so we don't get broadband (until I finish my own network).


You got that message because you changed the device the SIM was in, it has nothing to do with a network update. 

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  Reply # 1138438 26-Sep-2014 19:26
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I'm sorry for the experience you had. However I'm not aware of any recent APN network changes we've made that would have stopped your service.

The TXTs you got are related to the network detecting your new device being used and attempting to configure it.

I'd suggest the whole SIM removal / reset probably reset things with the router...




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