Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.




254 posts

Ultimate Geek
+1 received by user: 11

Trusted

Topic # 171927 5-May-2015 21:00
Send private message

Today I have had Chorus around and they have installed the ONT and enabled a fibre connection at my home.

I signed up for this in February after Chorus started running fibre around my neighbourhood in Dec 2014 and January this year. It was not until the end of March that I finally got word from Chorus that the fibre was live. It was a run around trying to get that info as neither Spark nor Chorus seem to talk to each other via channels that enable a genuine customer enquiry to be answered by front line staff.

After yet another in store visit I had to get Spark to restart the fibre order/job I had set in place. Turns out it had been stopped.. seems the order went to service provisioning team, they found the fibre was not ready, told the Dunedin Spark staffer but they never contacted us, so the job lapsed and we waiting several weeks and learnt all of the above when we next went in to find out what was happening (or not as the case was).

Jump forward to around April 8 and I finally get a residential Huawei modem sent to me with 100 meg ports on it. I had signed up for the Dunedin Gigatown plan so a BIG whoops with the hardware shipment. At the time I signed, the Spark offer was to go on to the fibre 100/50 plan then then be automatically upgraded to the Gigatown plan when it became available. I guess someone saw 100/50 and thought a HG630b would do..

You may recall Gigabit speed was enabled by the Chorus / Acatel Lucent lads in Dunedin back in February. Several other ISPs have been offering Gigabit speeds since then but not Spark. A 'Congratulations Dunedin' banner 'Gigatown speeds are coming' on the Spark website only works for so many weeks. ;(

Chorus arrive two weeks ago and scope the ONT install and opt to run the fibre up to the roof that day, they return today to do the ONT connection etc.

..and today is the day (it turns out) that voip and other packages are announced by Spark. Net result - I have a fibre install wired for voip, an internet connection that Ethernet speed test reveal 16 down and 50 up - not 100/50 .. hello??  

And the best bit from today  - no outbound nor inbound voice calling because it would appear I need to have the voip service enabled on my ONT. If I try calling any number outbound  I hit a Spark pre recorded message saying 'Welcome to Spark, you have reached the voice test line and you can hang up now"... all inbound calls just ring in the callers ear and our home phones stay silent.

I have called Spark via 123 and spoken to no less than 6 different call centre service folks. The first call (via cellphone and before I knew about the landline hassles) was successful as someone agreed to send me the higher spec Huawei modem that should have shipped in the first place.

The remainder of the calls starting from 11am onwards have got me no where. It seems voip can't be enacted until the fibre job is closed - a job that still needs things sorted on it - like well... the speeds that were promised. At least one person I spoke to prior to 1pm was going to call me back on my cellphone and let me know their progress on sorting my issues... at 6pm that call still had not come.

At 6pm I rang again (I was working all afternoon having already taken half a day away from work to be on site for Chorus guys) explained my problem, got put on hold and bounced between several folks. In the end got put on hold again, the next person who picks up answers the call as if I am a new caller... argh..

That person agrees to set up diversion for my landline to my cellphone so people can reach us but our cellphone is taking a hammering making other BAU outbound calls we can't use our usual landline for. He also says the team that he needs to deal with at Spark shut up shop at 5pm so at 6pm tonight I now must wait until tomorrow to find out what Spark will do next to sort this issue.

Oh BTW I tried to contact Spark last night via live chat around 9pm to ask about the modem upgrade, spent ages typing my my details prior to live chat. The live chat icon was lit as an option to seek help. When I submitted my request I hit the live chat widget that said sorry we are closed from 8.30pm - argh. Why promote a contact us feature on your website that is in fact CLOSED?

If I sound mad - I am. I hope that some kind NZ based Spark person can contact me tomorrow. I just want what I paid for a 100/50 service not 16/50... and upgrade to Gigatown speeds ideally this month and not another 2 months from now... especially galling when others have been enjoying gigabit speeds since Feb.

I would also love to have voice over IP service that works because at present I can't even call 111 for help.

Fixing these issues and heck, a static IP thrown in for good measure, would help take all the hurt away :)

Filter this topic showing only the reply marked as answer Create new topic
5636 posts

Uber Geek
+1 received by user: 259

Trusted
Geekzone
Lifetime subscriber

  Reply # 1298634 5-May-2015 21:00
Send private message

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.



14640 posts

Uber Geek
+1 received by user: 2720

Trusted
Subscriber

  Reply # 1298646 5-May-2015 21:05
Send private message

The Telecom guys here will no doubt try to help, but Twitter is often a way to get things fixed quickly.

 
 
 
 


856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1298651 5-May-2015 21:21
Send private message

timmmay: The Telecom guys here will no doubt try to help, but Twitter is often a way to get things fixed quickly.


In addition, 120 (Faults - which has prompts for broadband faults) is likely better than 123 which could end you with more sales oriented staff.  Have they at least bumped your issue to L2 (and given you an issue number?)



254 posts

Ultimate Geek
+1 received by user: 11

Trusted

  Reply # 1298655 5-May-2015 21:28
Send private message

nigelj:
timmmay: The Telecom guys here will no doubt try to help, but Twitter is often a way to get things fixed quickly.


In addition, 120 (Faults - which has prompts for broadband faults) is likely better than 123 which could end you with more sales oriented staff.  Have they at least bumped your issue to L2 (and given you an issue number?)


Twitter is rather limited in what you can convey in only a few chars, but appreciate the suggestion. No, I have not been given an issue number and I ally don't know what level I sit at... The inactive level?


856 posts

Ultimate Geek
+1 received by user: 125


  Reply # 1298664 5-May-2015 21:39
Send private message

paul151:
nigelj:
timmmay: The Telecom guys here will no doubt try to help, but Twitter is often a way to get things fixed quickly.


In addition, 120 (Faults - which has prompts for broadband faults) is likely better than 123 which could end you with more sales oriented staff.  Have they at least bumped your issue to L2 (and given you an issue number?)


Twitter is rather limited in what you can convey in only a few chars, but appreciate the suggestion. No, I have not been given an issue number and I ally don't know what level I sit at... The inactive level?



Unless they've changed how they do it, generally they'll tell you that they are going to pass/escalate you onto a more experienced team and give you a ticket number to quote that has the relevant details recorded (and it means you have a reference number if you call back).   If you haven't been speaking to technical teams, I'd certainly recommend giving the phone another shot, but 120 instead of 123.

908 posts

Ultimate Geek
+1 received by user: 798

Trusted
Chorus

  Reply # 1298713 5-May-2015 23:06
Send private message

I'm really sorry the OP has had the runaround. Please send me a PM with your address and account number and I will look at it in the morning for you.

I am not surprised you don't have working VoIP - the Spark VoIP service was only launched today, so only orders issued from today onwards will have it (if it is requested) No frontline Spark employee knew the date of launch until today, so it should not have been offered to anyone before now. I imagine the first of our VoIP installs will not start to occur until next week at the earliest. There are only a few testers who already have Spark VoIP service (of which I am one).

If you requested a phone service at the same time as fibre back in February, it will have been provisioned as standard copper POTS so you should plug a phone into all jackpoints in your house to test for service. Again, I can check this when I look at the order tomorrow.

The speed issue you have is unusual, but I can't comment further until I check what stage your order is at in the morning. The technician is supposed to test the speeds once the installation is complete and investigate if they are clearly and wildly not what they should be (as appears in your case).

I look forward to hearing from the OP and helping to resolve these issues, or putting him/her in touch with someone who can.







The views expressed by me are not necessarily those of my employer Chorus NZ Ltd




254 posts

Ultimate Geek
+1 received by user: 11

Trusted

  Reply # 1298784 6-May-2015 07:53
Send private message

Wheelbarrow01: I'm really sorry the OP has had the runaround. Please send me a PM with your address and account number and I will look at it in the morning for you.



Many thanks for your fast, prompt reply - appreciated. I have PM you the info. My pref is to try an get the voip enabled to avoid two return trips to the property to cut over to POTS and then back to fibre.



908 posts

Ultimate Geek
+1 received by user: 798

Trusted
Chorus

  Reply # 1298980 6-May-2015 12:22
7 people support this post
Send private message

paul151:
Wheelbarrow01: I'm really sorry the OP has had the runaround. Please send me a PM with your address and account number and I will look at it in the morning for you.



Many thanks for your fast, prompt reply - appreciated. I have PM you the info. My pref is to try an get the voip enabled to avoid two return trips to the property to cut over to POTS and then back to fibre.




This issue is now resolved - the major contributing factor was a miscomunication between Spark and Chorus. The technicians onsite yesterday disconnected the copper service lead from the house's internal wiring in preparation for VoIP. Unfortunately they jumped the gun as Spark had only requested fibre broadband for Paul.

After a bit of a scramble this morning Spark have been able to catch up to Chorus, and have provisioned VoIP at our end as well, and Paul has confirmed the VoIP is now working as it should, and my understanding is the initial broadband speed issue is also resolved with speeds at or near the target 100/50.

A secondary order has now been issued to change to the Gigatown speed of 1000/500 - this will be completed in a day or two.

My apologies to Paul for the inconvenience caused by this. The good news is that from what I can tell he is accidentally our very first commercial VoIP customer to get connected, so a big congratulations to him! I will check when he can expect the flowers and champagne to be delivered :)




The views expressed by me are not necessarily those of my employer Chorus NZ Ltd




254 posts

Ultimate Geek
+1 received by user: 11

Trusted

  Reply # 1299152 6-May-2015 15:14
2 people support this post
Send private message

Wheelbarrow01: 

This issue is now resolved - the major contributing factor was a miscomunication between Spark and Chorus. The technicians onsite yesterday disconnected the copper service lead from the house's internal wiring in preparation for VoIP. Unfortunately they jumped the gun as Spark had only requested fibre broadband for Paul.

After a bit of a scramble this morning Spark have been able to catch up to Chorus, and have provisioned VoIP at our end as well, and Paul has confirmed the VoIP is now working as it should, and my understanding is the initial broadband speed issue is also resolved with speeds at or near the target 100/50.

A secondary order has now been issued to change to the Gigatown speed of 1000/500 - this will be completed in a day or two.

My apologies to Paul for the inconvenience caused by this. The good news is that from what I can tell he is accidentally our very first commercial VoIP customer to get connected, so a big congratulations to him! I will check when he can expect the flowers and champagne to be delivered :)


My sincere thanks to Wheelbarrow01 and the Spark NZ team for their prompt response and assistance in getting the issues I was experiencing resolved so quickly.

I can confirm the above comments are an accurate reflection of what has happened. In some cases being accidentally caught in the cross fire has it's benefits. That said, I would not recommend it as a pathway to VoIP and gigabit speeds.

At present speeds are around 93 down / 50 up but I'm looking forward to faster Gigatown speed being enabled in the coming day or two. A replacement higher spec modem arrived today less than 24 hours after requesting it - that's service.




Filter this topic showing only the reply marked as answer Create new topic



Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:



Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:



Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:





News »

Orcon announces new always-on internet service for Small Business
Posted 18-Apr-2019 10:19


Spark Sport prices for Rugby World Cup 2019 announced
Posted 16-Apr-2019 07:58


2degrees launches new unlimited mobile plan
Posted 15-Apr-2019 09:35


Redgate brings together major industry speakers for SQL in the City Summits
Posted 13-Apr-2019 12:35


Exported honey authenticated on Blockchain
Posted 10-Apr-2019 21:19


HPE and Nutanix partner to deliver hybrid cloud as a service
Posted 10-Apr-2019 21:12


Southern Cross and ASN sign contract for Southern Cross NEXT
Posted 10-Apr-2019 21:09


Data security top New Zealand consumer priority when choosing a bank
Posted 10-Apr-2019 21:07


Samsung announces first 8K screens to hit New Zealand
Posted 10-Apr-2019 21:03


New cyber-protection and insurance product for businesses launched in APAC
Posted 10-Apr-2019 20:59


Kiwis ensure streaming is never interrupted by opting for uncapped broadband plans
Posted 7-Apr-2019 09:05


DHL Express introduces new MyDHL+ online portal to make shipping easier
Posted 7-Apr-2019 08:51


RackWare hybrid cloud platform removes barriers to enterprise cloud adoption
Posted 7-Apr-2019 08:50


Top partner named at MYOB High Achievers Awards
Posted 7-Apr-2019 08:48


Great ideas start in Gisborne with hackathon event back for another round
Posted 7-Apr-2019 08:42



Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.


Support Geekzone »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron



Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.