Bad wireless range, wants out of contract

Forums › Spark New Zealand (including Skinny and BigPipe) › Bad wireless range, wants out of contract

Rageykiwi

17 posts

Geek
Inactive user

#154042 16-Oct-2014 11:43

My sister .She is very literate at technology but has being ignored by spark and there call centre and even being hung up on.
My sister lives in another house but her daughter lives in the house and they decided to get fibre installed, the ultra 30 which was completed on the 1st sept this year.
i visited recently the wireless on the modem router is very poor within 8 metres only one bar showing up on my dual band tablet .At one time my niece rang the call centre ,was instructed to log into the router and change the channel to 6 which doesn't work either.
Another spark call centre worker suggested a wireless extender but doesn't guarantee this would work.
It seems not once has my sister being given a fair go by being offered to swap the router for another or remotely logging into it from there end.
My sister wants the contract cancelled.
I have her account number and can forward this via PM if someone from spark can reply please.

1 | 2

3761 posts

Uber Geek

Lifetime subscriber

#1156058 16-Oct-2014 12:37

Do a wireless survey, choose a free channel. Has this been done??

A better option is to install an access point of your choice (maybe run data cable to relevant locations if required), maybe something from http://www.ubnt.com/unifi/unifi-ap/

Seriously, the wireless is not something a technically literate person would bother the call centre with. Way better to produce the wireless solution yourself that doesn't involve an ISPs toy router.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1156060 16-Oct-2014 12:41

Fixing the wireless problem should be the focus here. I assume she wants to cancel the contact to move to another ISP? If so there is probably a 99% chance she'll have exactly the same issue so that's not going to actually achieve anything.

You really need to go through the process of underestanding WiFi and the limitations. Saying that you shouldn't have to isn't the answer - because Spark can't fix your WiFi.

I'd suggest you read my blog post on WiFi problems for a start.

Rageykiwi

17 posts

Geek
Inactive user

#1156062 16-Oct-2014 12:46

The wireless problem could have being fixed being solved by remotely accessing the modem or a simple swap since she is in a contract and its the property of spark.Because the call centre has offered no assistance and in fact hung up on her & even her daughter (my niece) she wants to cancel .I dont know if she wants to change ISPs because my sister has 2 accounts that she is paying for.

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#1156063 16-Oct-2014 12:49

Even single router of same type will most likely behave exactly the same. Without doing a wireless survey one has no idea what other transmissions exist and on what channel.

P.S. Your sister can use inSSIDer to do a wireless survey.

http://www.inssider.com/downloads/

Rageykiwi

17 posts

Geek
Inactive user

#1156067 16-Oct-2014 12:52

sbiddle: Fixing the wireless problem should be the focus here. I assume she wants to cancel the contact to move to another ISP? If so there is probably a 99% chance she'll have exactly the same issue so that's not going to actually achieve anything.

You really need to go through the process of underestanding WiFi and the limitations. Saying that you shouldn't have to isn't the answer - because Spark can't fix your WiFi.

I'd suggest you read my blog post on WiFi problems for a start.

My sister had an older modem router there before renting it out ,was an old thomson dsl router had a good range ,was paid off under contract years ago,Now shes paying for something that has very slow and low range?? frankly thats why people that are not into tech things like my sister want no part in head games.
like i said a simple swap or other options but this company likes to hang up.

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#1156070 16-Oct-2014 12:54

If technically illiterate then employ a person to solve the problem.

Inphinity

2780 posts

Uber Geek

#1156071 16-Oct-2014 12:54

Really, your best bet is to buy a higher-performing wifi access point. Noone can guarantee wireless performance, especially not without a full site survey and far higher end gear than you'll get for free from an ISP.

Edit: Also, if they're being "hung up on" regularly, then they're probably becoming abusive or threatening, and non-communicable.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

trig42

5809 posts

Uber Geek

ID Verified

#1156072 16-Oct-2014 12:55

I don't see what Spark's helpdesk could do remotely (remember these people are generally just reading off a script).

Was she ever escalated to level 2? Did she ask to be?

There are so many variables in play with Wireless range and strength, and while it does sound like something might be wrong with the Spark equipment, it may not be the case.

Unless you can try another router or access point and find that it is significantly better, you just have to suck it and see, and follow their suggestions. If you are patient and polite with the call centre staff, they are more inclined to help you or escalate your call. Has your niece asked for a new router?

I think jumping to wanting to cancel a contract because she was hung up on a bit of a stretch (and why did they do that? was she rude? I've found the Spark helpdesk to be quite helpful unless you start shouting at them).

There are two sides to every story, maybe a bit of buyers remorse?

Spyware

3761 posts

Uber Geek

Lifetime subscriber

#1156073 16-Oct-2014 12:58

Rageykiwi:My sister had an older modem router there before renting it out ,was an old thomson dsl router had a good range ,was paid off under contract years ago,Now shes paying for something that has very slow and low range?? frankly thats why people that are not into tech things like my sister want no part in head games.
like i said a simple swap or other options but this company likes to hang up.

Problem solved then, have your sister put the old modem back online (as an access point with DHCP off). Disable wireless in the other device.

plambrechtsen

1948 posts

Uber Geek
Inactive user

#1156080 16-Oct-2014 13:19

Or read sbiddle's post about Wifi Coverage, as I suspect moving to another channel may improve the situation (or someone else near her has moved in recently with a high powered AP causing issues).

From my personal tests the TG582N which is the old ADSL Modem vs the HG630b which is the new Huawei UFB modem have similar coverage and ability. So I suspect it's something wrong with the config or radio saturation going on rather than the modem itself (but you never know it could be a dodgy modem?)

johntynz

119 posts

Master Geek

#1156098 16-Oct-2014 13:44

The Contract Covers the cost of the Fibre installation, not the modem.
I would use what has been provided here and then get in contact with the level 2 support if the issues persist.

1101

3122 posts

Uber Geek

#1156105 16-Oct-2014 13:53

Wifi is nothing to do with telecom. They supply the internet to your house, they arnt responsible for wifi inside your house
You need to get a IT Tech in to sort it out .

There could be something else knocking back the wifi, it happens, often.
Cordless ph's, apartment above running something so powerfull it kills all wifi on the apartment floor below (seen it) .
Perhaps theres a PC running WirelessB that drags the whole system down .

Or could just be a faulty router (it happens) , or perhaps the Arial isnt on properly/at all.
It may even be that wifi isnt working/on at all & you're trying to connect to the neighbors by mistake (yep, seen that too)
:-)

Site surveys arnt really that usefull, done via a PC/laptop etc they wont show any 2.4 devices causing interference . They only show wifi , not cordless ph's , noise etc.
The tablet will show the other wifi signals & their relative strengths anyway.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#1156110 16-Oct-2014 14:03

Are you in the same house, or trying to connect over WiFi from another house?

Demeter

709 posts

Ultimate Geek

Trusted

One NZ

#1156971 17-Oct-2014 17:03

1101: Wifi is nothing to do with telecom. They supply the internet to your house, they arnt responsible for wifi inside your house
You need to get a IT Tech in to sort it out .

There could be something else knocking back the wifi, it happens, often.
Cordless ph's, apartment above running something so powerfull it kills all wifi on the apartment floor below (seen it) .
Perhaps theres a PC running WirelessB that drags the whole system down .

Or could just be a faulty router (it happens) , or perhaps the Arial isnt on properly/at all.
It may even be that wifi isnt working/on at all & you're trying to connect to the neighbors by mistake (yep, seen that too)
:-)

Site surveys arnt really that usefull, done via a PC/laptop etc they wont show any 2.4 devices causing interference . They only show wifi , not cordless ph's , noise etc.
The tablet will show the other wifi signals & their relative strengths anyway.

This post is basically the answer. Changing providers is not going to solve the issue because the reality is that an ISP's responsibility is to provide internet to the house, not support the customer's LAN setup. Get a technically competent person to sort it or pay for an IT technician. Expecting Spark to fix the issue is like wanting Meridian to fix your stove when your power is working okay.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1156985 17-Oct-2014 17:15

Im constantly surprised at the fact that people feel the ISP is responsible for their wireless... Regardless of if its a router they provided or not.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

1 | 2