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ckc



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Topic # 154439 28-Oct-2014 12:25
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So we just moved into a new place in Kapiti. As far as I can tell, there's no demarc point on the outside of the house for copper. No Telecom/Chorus box anywhere, just a Saturn covered box (although it's not covered, it's falling off and full of spiders).

We're in a UFB area, so obviously I wanted to get UFB installed, and found out that the only RSP in the area was Spark (MyRepublic came along later, but for a variety of reasons we stuck with Spark). Knowing these UFB installs can take a while, we started the process before we moved in and when we got here, I had a look around the outside of the house to check if there were any obvious demarc points on the front of the house. I can't find any, just the cabling at the end of the shared driveway. Of course, that's not going to be a huge problem for fibre, but in terms of getting internet before next year, it'll be a problem.

Problem is that Spark can't give us a straight answer about anything, and they don't seem keen to, you know, help us. Is there copper service to the house? Three different answers: yes/no/maybe. So if there is, can we get ADSL or VDSL while we wait for the UFB install?

One says yes, but we'd have to sign up on a 12 month contract and then pay to end that contract and then sign up for another 12 months with UFB. And of course, they don't have the status updates on the install either. That's with the LFC (which isn't Spark's fault, it just adds to the shambles). The other one says we still don't know what's running into your property, so when we say we'll probably cancel and go with VF cable instead (ugh), he then says that there'll be no cancellation fee or installation fees if we're getting UFB.

And now we're just slightly miffed that no one can give us any straight answers, and together with having to get consent from our neighbours, not knowing how we get updated on the process through the LFC or really anything nearly three weeks after we signed up, this UFB is turning into a bit of a shambles. I can't imagine the average family wanting to go through this. I have little hope for VF customer service being any better and I know the internet is worse and probably will only be speed upgraded after three years of being told, we can't tell you anything... but at least it's already wired so they'll be able to do it sooner and won't require any consent from our neighbours.

It's a long shot, but anyone had a similar experience with Spark? At the moment they can't seem to find their arses with both hands, but is it worth sticking it out with non-existent lead times, not knowing what's at the property, being told different things by different people?

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  Reply # 1163475 28-Oct-2014 12:25
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Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

 



 

If you are posting regarding DSL speeds please check that

 



 

- you have reset your modem and router

 


 

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

 

- you are not being throttled by your ISP due to going over the monthly cap

 


 

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

 


 

- you read this topic and follow the instructions there.

 



 

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

 



 

- Your ISP and plan

 


 

- Type of connection (ADSL, ADSL2, VDSL)

 


 

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

 


 

- Your general location (or street)

 


 

- If you are rural or urban

 


 

- If you know your connection is to an exchange, cabinet or conklin

 


 

- If your connection is to a ULL or wholesale service

 


 

- If you have done an isolation test as per the link above

 



 

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

 



 

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

 



 

I recommend you read these two blog posts:

 



 

- Is your premises phone wiring impacting your broadband performance? (very technical)

 


 

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



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  Reply # 1163491 28-Oct-2014 12:37
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We had ETCs for our VDSL contract with Spark waived when upgrading to UFB with Spark, so certainly there's a precedent for it. Also, if you're initially just gonig ADSL, I'm pretty sure they offer a 6-month contract option, unless it's very recently been removed.




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Samsung Galaxy S5 SM-G900I w/Spark

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  Reply # 1163496 28-Oct-2014 12:42
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Yeah, it's that precedent part that worries me. It's either it happens or it doesn't. I don't like the idea that Spark CSRs are either misinformed, or that they wait for people to complaint about ETCs to remove them.

Our big problem is them not being able to tell us if we're even wired and giving us those three different answers. Oh, and my partner being patronised and not having her questions answered by one of the CSRs. She was not happy with that.

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  Reply # 1163499 28-Oct-2014 12:45
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" ... We're in a UFB area, so obviously I wanted to get UFB installed, and found out that the only RSP in the area was Spark  ..."

Do you mean the only RSP to offer UFB?
There should be several other RSPs in your area that can provide ADSL
If so, while you're waiting for UFB, why not get ADSL from another provider, without a fixed contact eg BigPipe?




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  Reply # 1163515 28-Oct-2014 13:01
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Sideface: " ... We're in a UFB area, so obviously I wanted to get UFB installed, and found out that the only RSP in the area was Spark  ..."

Do you mean the only RSP to offer UFB?
There should be several other RSPs in your area that can provide ADSL
If so, while you're waiting for UFB, why not get ADSL from another provider, without a fixed contact eg BigPipe?


Yes, the only RSP to offer UFB.

So without knowing the status of the wiring, and if going with another ISP potentially having to pay to do that ourselves for a short amount of time (or pay installation and setup fees for a new contract), there's a whole bunch of unknowns that might just blow the cost out. So to go with Snap, for instance, on no contract ADSL would be in the region of $300 and lead times for Chorus to potentially do a full wiring job. And then switch to Spark anyway. Paying $400 for a month's internet because Spark don't know what they're doing isn't a plan. :)

And I had reservations about Spark from last time we were with them. Nothing so far has proven me wrong about having those reservations, because they can't get their story straight. SWMBO is getting frustrated with both getting through to customer service, what they tell her when she talks to them, and the lack of communication on a setup we started nearly a month ago.

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  Reply # 1163695 28-Oct-2014 16:16
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I'm pretty sure (but don't hold me to it) the following would happen if you signed up for UFB but it's not available right now.

1) Sign up for xDSL with Spark at your house and then get free install depending on if existing copper is there on a 12 month contract.
2) If Fibre becomes available during that time transition to UFB for no charge but sign up to another 12 month contract effective from the date you get UFB installed.

That's how I have seen it happen in other cases.

If you email me "pl at spark.co.nz" with any relevant details I can pass it onto the right team. But my understanding is ETC's only apply if you want to leave Spark, not if you are transitioning to a similar / higher service. Just like your broadband plan (500 gb or unlimited et al) isn't locked in for 12 months, just the fact you have broadband is enough.

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  Reply # 1163895 28-Oct-2014 19:24
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Yeah, I don't know if it's different if we've already ordered the UFB and we're just waiting for an update.

But it's out of my hands now, because we cancelled the order today and signed up with VF. We might look at UFB later, but it's probably not going with Spark.

Thanks for the replies. :-)

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  Reply # 1164096 29-Oct-2014 08:21
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ckc: Yeah, I don't know if it's different if we've already ordered the UFB and we're just waiting for an update.

But it's out of my hands now, because we cancelled the order today and signed up with VF. We might look at UFB later, but it's probably not going with Spark.

Thanks for the replies. :-)


That's a shame :) The thread under this one was WOW, Vodafone's customer service really has taken a dive!




ckc



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  Reply # 1164102 29-Oct-2014 08:30
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michaelmurfy:
ckc: Yeah, I don't know if it's different if we've already ordered the UFB and we're just waiting for an update.

But it's out of my hands now, because we cancelled the order today and signed up with VF. We might look at UFB later, but it's probably not going with Spark.

Thanks for the replies. :-)


That's a shame :) The thread under this one was WOW, Vodafone's customer service really has taken a dive!


I was reading that yesterday! Yeah, but in my experience both of these big players have always had terrible customer service. I guess if they can get us up and running then we'll be happy. I have a Debian server in having to manually add packages to and I'm getting bored of that.

What I did yesterday was sign up to MyRepublic despite my earlier reservations. It's free during the trial, so it's either good and we can happily pay the ETC with VF or it's terrible and we don't have to keep it past January. Paying the ETC for VF wouldn't put us out of pocket if the MyRepublic trial is free.

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  Reply # 1164135 29-Oct-2014 09:10
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ckc: Yeah, I don't know if it's different if we've already ordered the UFB and we're just waiting for an update.

But it's out of my hands now, because we cancelled the order today and signed up with VF. We might look at UFB later, but it's probably not going with Spark.

Thanks for the replies. :-)


It's a shame, since my inbox never received anything so if you don't contact me there isn't anything I can do to help.

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  Reply # 1164147 29-Oct-2014 10:04
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Yeah, I'm sorry about that, but my partner had already cancelled the order by the time I talked to her yesterday evening. I really appreciate the offer of help. But we don't think that we should have to call multiple times, get differing information and then go to someone on GZ to get a result. Apart from your offer of help, this is what happened last time, and it was a failure just begging to be repeated. Which it was.

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