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9 posts

Wannabe Geek
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Topic # 177246 27-Jul-2015 19:06
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I have sign-up a VDSL and one of the  Technician came to my house and one of the technician guy went into my house to where my current router was, after 3 mins, he went outside to demarc and said you need to find someone to wire to the CAT5 cable and then he leave my place. Total time on the site was less than 10mins.

 

 

 

What was that? What kind of service is that?

 

Thats from the spark website

 

 

 

 

 

 

 

“Is it easy to install VDSL and how much does it cost? It’s super easy! When you order VDSL you can let us know the date and time you'd like to have it connected. It will require a technician to visit your property to install a master splitter and new master jack point in your home. Don’t worry – it may sound complicated but it’s not and should only take 1-2 hours. You’ll need to be at home during this time to make sure you’re happy with what’s going on. We have a range of VDSL plans and when you sign up to a 12 month contract standard installation and a top-spec modem is free too."

 

 

 

 

 

Should only take 1-2 hours?????? How become it took me less than 10 mins and nothing being done asking me to find a local technician? So who was the one who came into my property? He is not a technician

I am calling Spark now, the waiting time for me is an hour great !!!!!

 

 

 

 


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  Reply # 1352804 27-Jul-2015 19:11
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You do realise spark are not the ones who do the install, and that its out of their hands

It probably would have happend with any other ISP

Also calling at 7pm, you have to expect a bit of a wait. it is peak hour after all

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  Reply # 1352806 27-Jul-2015 19:12
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Terrible, I agree. But note that Spark doesn't have technicians, nor do we have a copper network, so we will need to log that with the network provider. There is an issue with accessing online bills this afternoon, sorry that has no doubt contributed to wait times. 

 
 
 
 




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Wannabe Geek
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  Reply # 1352835 27-Jul-2015 19:25
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To be honest.

I sign-up the ADSL, I pay for the service. DO I REALLY CARE WHO's responsible to what jobs ? is your company responsibility to bring me the correct service and outboard with the correct technician.



instead of wasting my time to wait for the technician to come and did nothing, asking to to find a so called "technician" to do I up by myself ?
 
what is all that ? I don't think I am asking for much am I ?

The most disgusting is the service center, I have been transfer from one department to another. IT SEEM no one want to take this responsibility, what should I do ? who should I call ? who can I ask for help ? 

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  Reply # 1352836 27-Jul-2015 19:30
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again do you realise that you would have had had most likely had the same issue with any other ISP because they all have chorus do the work for them.

Your angry for the work not being done, i get that, but you cant blame the ISP for it, its not their job. get angry with chorus.

if you tone down your furstration a little maybe one of the spark reps on here can help you out.



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  Reply # 1352843 27-Jul-2015 19:41
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who outlined the jobs to "chorus" ppl ? are you saying I am paying for spark and spark pays for the "chorus" ppl to install my connection ?


so who should I be contacting with ? is that make any sense ?

If I went into the supermarket and bought a piece of expired chicken. of coz I took that piece of chicken back to the supermarket and get a refund.

by your parse, if Spark is running the supermarket, its says " please don't blame us, blame those farmers who provided the chicken to us, we are just " contracted to those farmers".

Is it right ?

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  Reply # 1352845 27-Jul-2015 19:42
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Your other thread is lucid and considerate, prob best keeping to that thread rather than this ill-informed rant.



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Wannabe Geek
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  Reply # 1352846 27-Jul-2015 19:43
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Its has been 1 hour and 15 mins and I am still waiting for someone to pick-up my calls !

I shall contact Spark's shareholder and let them know, it's such a great company !

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  Reply # 1352850 27-Jul-2015 19:48
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nzmick: Its has been 1 hour and 15 mins and I am still waiting for someone to pick-up my calls !

I shall contact Spark's shareholder and let them know, it's such a great company !


as has been explained they had a fault eariler in the day which has lead to higher than usual call volumes

+ if you want a fast pickup, dont call at 7pm. call at 8am in the morning.



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Wannabe Geek
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  Reply # 1352854 27-Jul-2015 19:56
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That's fun

are you telling the customer, what time to call and what time not to call ?

I cannot believe a well establishment company with this kind of level of service, very well done !!! and thanks for letting me know.

Do you know when you guys get my sign-up done, let took me less than 5mins to reach you guys and after the sign-up completed, the true face comes up, normal waiting time for service is an hour.

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  Reply # 1352855 27-Jul-2015 19:57
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nzmick: who outlined the jobs to "chorus" ppl ? are you saying I am paying for spark and spark pays for the "chorus" ppl to install my connection ?


so who should I be contacting with ? is that make any sense ?

If I went into the supermarket and bought a piece of expired chicken. of coz I took that piece of chicken back to the supermarket and get a refund.

by your parse, if Spark is running the supermarket, its says " please don't blame us, blame those farmers who provided the chicken to us, we are just " contracted to those farmers".

Is it right ?


Chorus own the network up to your house, they also recommend you have a master filter/splitter installed along with a dedicated jack point to reduce the likely hood of your wiring being the cause of any speed issues. VDSL is very very sensitive to bad wiring and it can significantly impact your speeds. hence why you should have a master filter/splitter installed.

As has also been said, spark provide the internet over chorus's wires, they dont own the wires nor have technicians who work on the wires, hence they get the people who work on the wires to do the work for them. you want someone other than chours/their subcontractor to do the work, you pay for it yourself.

You do seem to be a little misinformed about the whole process so maybe instead of ranting you listen to what people have told you.

your analogy is pretty much bang on, spark dont do the work they have chorus do it, any stuff up in the work its chorus's fault and you need to talk to spark to get it sorted, spark will then talk to chorus to get it sorted.

thats how it work

Call spark and complain

Tell them you were suppose to have VDSL installed, they didnt install a splitter/filter and they didnt install a dedicated jackpoint. Tell them you are unhappy with this because these should have been done, and you would like it rectified ASAP.

be polite and try keep emotion out of it

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  Reply # 1352858 27-Jul-2015 19:59
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nzmick: That's fun

are you telling the customer, what time to call and what time not to call ?

I cannot believe a well establishment company with this kind of level of service, very well done !!! and thanks for letting me know.

Do you know when you guys get my sign-up done, let took me less than 5mins to reach you guys and after the sign-up completed, the true face comes up, normal waiting time for service is an hour.


no im telling you if you want a call picked up quickly dont call during a peak time and dont call after there was a fault earlier in the day, its always busier then.

You are way to emotional to continue posting in this thread so maybe step back for a little while and not post any more in your emotional, frustrated state.

call vodafone now and see how long you have to wait, same thing.

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  Reply # 1352862 27-Jul-2015 20:07
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It sounds like you have a complex install that's outside the scope of a standard installation. This means Chorus will either charge the ISP extra (who will pass that on to you) or you can get the wiring done yourself. Most people forget the wiring inside their house is NOT the property of Chorus, it is the property of the homeowner. 

A standard VDSL2 installation includes a master filter and wiring within some predetermined guidelines. It sounds like your property is outside these.

Assuming this is the case jumping up and down won't do anything, and neither will changing ISPs. They will simply send another Chorus tech who will tell you exactly the same thing.




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Wannabe Geek
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  Reply # 1352863 27-Jul-2015 20:08
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I had enough for the day, I have been calling and doing searching of what is the CAT 5 cable all about, been watching youtube, googling, calling around. I am tired. I will contact Spark tomorrow. However thank you for responding all my yapping.   

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  Reply # 1352876 27-Jul-2015 20:19
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Cat5e is a type of cable and allows faster speeds and higher frequencies than standard phone cables

Can you explain your house a little more, is it single or multi story, where is the ETP (where the cable from the street meets the house), how far away is the point where you want the modem? do you have easy access to under the floors/ceiling?

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  Reply # 1352882 27-Jul-2015 20:27
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Wow...




Michael Murphy | https://murfy.nz
Want to be with an epic ISP? Want $20 to join them too? Well, use this link to sign up to BigPipe!
The Router Guide | Electric KiwiCommunity UniFi Cloud Controller | Ubiquiti Edgerouter Tutorial


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