Plans wrong, but Spark insisting they aren't

Forums › Spark New Zealand (including Skinny and BigPipe) › Plans wrong, but Spark insisting they aren't - HELP

Paul1977

5047 posts

Uber Geek

#175292 24-Jun-2015 09:13

We have recently upgraded out two UFB business plans to the 200/200 unlimited plans, however the changes do not appear to be correct.

On one connection we are correctly getting 200Mbps, but the usage meter says we are on a 500GB plan, and we are getting usage alert emails.

The other connection, the usage meter says we are on the 100/100 with a 200GB limit, speed tests report a 100Mbps connection.

When I talk to Spark they insist that both connections have been put on the 200/200 unlimited plans, and the back and forth is getting frustrating.

Is there a clever Spark person here who can look at these connection for me if I PM the connection details? In the past I have had more success from dealing with Spark employees on this forum than by calling them.

Thanks in advance.

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PeterReader

6019 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1330381 24-Jun-2015 09:13

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.

cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1330400 24-Jun-2015 09:34

Hi Paul, sorry for the hassles here! Can you please PM me your details and I can check and make things right for you.

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

Paul1977

5047 posts

Uber Geek

#1330431 24-Jun-2015 09:53

cbrpilot: Hi Paul, sorry for the hassles here! Can you please PM me your details and I can check and make things right for you.

Thanks, have PMed you.

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Krizto

9 posts

Wannabe Geek

#1332750 27-Jun-2015 20:28

If you don't get it sorted, please contact Spark on their Facebook page. They got my issue sorted while their service desk was useless

Talkiet

4793 posts

Uber Geek

Trusted

#1332754 27-Jun-2015 20:46

Krizto: If you don't get it sorted, please contact Spark on their Facebook page. They got my issue sorted while their service desk was useless

I'm 100% confident cbrpilot will sort it out. He's one of my go-to guys for this sort of thing.

(I don't have access to the same systems he does - I draw clouds and play with Excel and Visio all day)

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Paul1977

5047 posts

Uber Geek

#1335589 2-Jul-2015 10:59

CBRPilot got the usage meter problems all sorted, and we are now on the correct plans. We are still having a speed issue on one of the connections, but we have now verified that this seems to be a problem with our router.

Thanks CBRPilot for all the help.

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cbrpilot

955 posts

Ultimate Geek

Trusted

Spark NZ

#1335629 2-Jul-2015 11:52

You're welcome Paul. Any further issues, just let me know how I can be of assistance.

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