Signing up with Spark VDSL questions

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JamesL

956 posts

Ultimate Geek
Inactive user

#159956 18-Dec-2014 10:43

Hi there,

I'm wanting to sign up with Spark VDSL got a few questions.

How long does it take for the website to recognise a new account number? I can't use my existing cell phone number and account number as it just comes back with "Seems like we cannot find your account. Please check your identifiers and try again."

The account was created on Monday as I added my wife as a joint account holder so a new account was created. If I enter the old account number that was associated with my cell # it proceeds, was told it might take a couple of days but now spilling onto 4 days.

I have an existing Snap VDSL naked connection that I want to keep, when the website asks for an existing broadband provider should I select yes or no? If yes do I write in the notes that I want to keep the existing connection?

Am I able to use the "Create Account" option instead? The only issue is that it asks me for credit check details which I've already provided with the existing account.

The only reason I want to do it online is to get the $100 welcome credit as I can't do it over the phone, so any help is appreciated

Cheers,
James

plambrechtsen

1948 posts

Uber Geek
Inactive user

#1199821 18-Dec-2014 11:28

If you use the online chat when trying to register:

https://www.spark.co.nz/portal/site/digital-site/register/

Then the live chat folks should be able to sort it.

JamesL

956 posts

Ultimate Geek
Inactive user

#1199831 18-Dec-2014 11:43

I tried that, their only advice was to either a) wait longer or b) try the "Create Account" option

Whoops, I should point out that I've registered for MySpark fine, it's when I go through http://www.spark.co.nz/shop/internet/naked/ to try order broadband that it fails with the new account number

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1199839 18-Dec-2014 12:00

Ahh, that does sound like a slightly different issue then.
There is a periodic feed that feeds the Broadband buy journey. I will try and find out how often it runs.

My views are my own, and may not necessarily represent those of my employer.

JamesL

956 posts

Ultimate Geek
Inactive user

#1199849 18-Dec-2014 12:04

Cool, thanks for that. I was hoping it'd be a nightly process but maybe its weekly.

Regarding keeping my existing VDSL with Snap, an advise on what option to select when proceeding with the checkout?

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1199855 18-Dec-2014 12:19

Sorry, just want to be 100% sure of what you're trying to set up:
You want to keep your Snap VDSL and also sign up for Spark VDSL on a different line?

My views are my own, and may not necessarily represent those of my employer.

JamesL

956 posts

Ultimate Geek
Inactive user

#1199879 18-Dec-2014 12:55

I have an existing Snap VDSL naked connection that I want to keep, I'm wanting to sign up for a Spark VDSL naked connection which I assume can be connected to the second copper pair.

I've had a similar setup in the past, at the same property, when I used to work at Gen-i but that was one ADSL2+ connection with Telecom (at the time) and Slingshot naked on the other pair.

I'm just wanting to make sure that I sign up correctly so that my existing VDSL doesn't get cancelled

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1199998 18-Dec-2014 15:11

Thanks James.
My understanding is that you'll need to go through the "I'm already with Spark" option rather than the "I'm new here" journey.
That will attach your new VDSL to your existing account number rather than the new one (which I think you'll require to get the mobile bundle discount (if you qualify)).
Apparently the extract that supports this function is daily, but it sounds like there may be some time lag into getting it into the extract. I'm told that 2-3 days is about the delay. If it is not working tomorrow, can you please PM me your details and we will work out a path forward.

In terms of making sure your Snap connection isn't cancelled, I'm not 100% sure of the precise logic that the buy journey will do in your case. Although information relating to that fact that you have a connection at that premises isn't contained within any Spark system, we do get it back from Chorus when we do a pre-qualification check (we just get the ASID (the ID of the Chorus connection)).
Would pay to add to the notes that you also have a connection with another provider and this is an additional connection. Do NOT provide the ASID or any other detail of your Snap connection in the order form. Just treat it like a new connect.

Any issues, please PM me.

My views are my own, and may not necessarily represent those of my employer.

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JamesL

956 posts

Ultimate Geek
Inactive user

#1200003 18-Dec-2014 15:18

The problem is I can't sign up with the old account number as the mobile number has been flicked across to the new one so there's a delay with the Spark broadband signup website still associating it with the old account number, I should have ordered the broadband first then moved to a joint account but nevermind.

Sweet sounds good, will give it a go tomorrow and let you know the outcome. When you go to checkout it just asks who your current provider is plus account number so I'll just select Snap then N/A for the account number then just put in the notes that I want to retain the Snap connection.

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1200014 18-Dec-2014 15:38

Is there an option in the check out to say you don't currently have a provider?
Really want to lower the chances of anyone putting through a change of ISP type order rather than the new connect order that you want.

My views are my own, and may not necessarily represent those of my employer.

JamesL

956 posts

Ultimate Geek
Inactive user

#1200044 18-Dec-2014 16:32

Yeah you can select yes or no in that question, I'll select no then :)

JamesL

956 posts

Ultimate Geek
Inactive user

#1200734 19-Dec-2014 18:41

I still wasn't able to signup today so cbrpilot escalated internally.

I had a call 20 minutes ago from Chris @ Spark who setup a new VDSL connection for me honoring the $100 welcome credit, chur!