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256 posts

Ultimate Geek
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Topic # 175502 1-Jul-2015 21:15
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Had Vdsl installed by a technican on Monday morning which went for about 15 minutes before completing dying! Hours of frustrating phone calls to spark including over an hour on hold before getting the runaround from department to department then being put on hold again for another period of time before getting disconnected completely. Ringing back resulted in 50 minute wait plus the runaround again. Many excuses and false promises of technicians coming to fix the exchange due to wrong profiles to wrong ports, faulty wiring, blaming chorus...chorus blaming spark etc. Then promises of tickets being escalated with more techies booked. Then all of sudden tickets are cancelled. No communication! More phones calls to Spark...more lies! Phone calls to chorus they couldn't help. Thursday tomorrow and still No Internet! !!!! They have until 12:00pm tomorrow to fix this poor customer service or they lose our business! !!

Note: This is a watered down version of events...if I told the full story it would be unbelievable! !!!




 

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6813 posts

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  Reply # 1335433 1-Jul-2015 22:03
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i doubt it would be unbelievable :)

there could be many reasons for the issue, and frontline call center staff really dont seemed trained for this sort of thing. this goes foe pretty much every ISP, look at all the threads on here with issues of some for or another.

Hopefully one of the helpful spark reps on here will see this threads and help you out.

im going to say its a chorus issue but who knows



256 posts

Ultimate Geek
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Reply # 1335442 1-Jul-2015 22:30
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It was working great before it stopped. Apparently someone at spark changed our profile back to adsl. Spoke to chorus techs frequently the past few days and they're of the opinion it's a spark programming issue. .or non open port or gateway? My new Huawei modem has a solid dsl light on but no Internet light at all???




 

 
 
 
 


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Ultimate Geek
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Spark NZ

  Reply # 1335489 2-Jul-2015 08:14
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BazNZ: It was working great before it stopped. Apparently someone at spark changed our profile back to adsl. Spoke to chorus techs frequently the past few days and they're of the opinion it's a spark programming issue. .or non open port or gateway? My new Huawei modem has a solid dsl light on but no Internet light at all???


Spark don't/can't control what profile your connection is on - if you request an upgrade to VDSL, Spark makes that request to Chorus, and it is ultimately them that carry out the switchover. They do this at a preset date and time - so if the tech is late for the appointment (or does not show up at all) your ADSL service will go down. This then requires a manual rollback by Chorus provisioning (or the tech to turn up to complete install)

However, the lack of internet light in your case makes it sound like a PPP issue, but I'd need to delve into it further.

Can you please PM me quoting your phone and/or account number and/or order number? I will have a look at what is going on for you.

Thanks,
Simon




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



256 posts

Ultimate Geek
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Reply # 1335703 2-Jul-2015 12:54
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Hi Wheelbarrow,

I have post messaged you...thanks and good luck!

We've had that many reference numbers these past 4 days...disconnected calls....cancelled escalated tickets....just heard someone has now cancelled our VDSL ticket as well !!!! Even the chorus technician is frustrated and had to make 18 different calls this morning! We now apparently have to re-apply for a VDSL ticket before chorus can action our connection!!! A terrible customer service experience from Spark!!! VERY FRUSTRATED !!!!





 

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Ultimate Geek
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Spark NZ

  Reply # 1335720 2-Jul-2015 13:31
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BazNZ: Hi Wheelbarrow,

I have post messaged you...thanks and good luck!

We've had that many reference numbers these past 4 days...disconnected calls....cancelled escalated tickets....just heard someone has now cancelled our VDSL ticket as well !!!! Even the chorus technician is frustrated and had to make 18 different calls this morning! We now apparently have to re-apply for a VDSL ticket before chorus can action our connection!!! A terrible customer service experience from Spark!!! VERY FRUSTRATED !!!!



I'm looking into this now in conjunction with Chorus Provisioning. I hope to have an update for you in 30-60 minutes. Thanks for your patience.




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

672 posts

Ultimate Geek
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Spark NZ

  Reply # 1335840 2-Jul-2015 15:36
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All fixed now - My suspicions were correct, at least one of the Chorus systems had not been switched over to VDSL properly which caused the connection to fail. Once I was able to speak to someone at Chorus with the right skills to fix it, the VDSL immediately started working.

I am very sorry that the OP has had the run-around on this. I'll feed back to the appropriate channels so the same situation can be avoided in future.




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

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  Reply # 1335943 2-Jul-2015 16:46
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Jase2985: im going to say its a chorus issue but who knows


It always seems to be the case



256 posts

Ultimate Geek
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Reply # 1335947 2-Jul-2015 16:49
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WOW !!!cool I Can 't believe it!laughing Thank you so much wheelbarrow !!! innocentyou have fixed this in less than two hours that had otherwise been going on 4 days!!!

Chorus! yell




 

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