Help Please - Voice over Fibre Activation

Forums › Spark New Zealand (including Skinny and BigPipe) › Help Please - Voice over Fibre Activation

morrisk

364 posts

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#177799 14-Aug-2015 14:09

I have had UFF installed days ago - no problem with internet. Installers back this am to connect phone - they left saying it would be activated soon. I can get dial tone and when I phone a number always get reply from the voice test line no matter what number. If my number is called it rings for the caller but not at my end so not getting any calls.
Been through several call queues and now waiting in Voice over Fibre Queue.

Problem is that I need to Telecomference to Australia at 3pm and don't want to do it from my cell phone.

Any way of getting this sorted by 3pm? I have been trying since 10am.

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364 posts

Ultimate Geek

Lifetime subscriber

#1366405 14-Aug-2015 14:38

I have just been on the chat system and have been told that the wait is still 2hours - I have been in various queues since 12noon. There is a serious staffing problem here.

cbrpilot

955 posts

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Spark NZ

#1366410 14-Aug-2015 14:41

Can you please PM me your details.
I'm not really a voice chap, but I will see what I can do.

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

morrisk

364 posts

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#1366415 14-Aug-2015 14:56

PM sent thanks

morrisk

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#1366535 14-Aug-2015 18:44

Problem solved - thank you to Dave here on Geekzone. Very much appreciated.

One of the parts of the issue related to the fact that I had requested the fibre update more than 18 months ago and at that time there was no voice over fibre option available from Spark. The time to get fibre related to the fact that I am in an apartment and being a MDU with a reasonably complex install it takes time even though there were no issues with getting body corporate consent.

Working between Chorus and Spark certainly has its challenges together with the queuing system when you get into a queue only then to be passed to the next queue because you are in the wrong queue and then have another 2 hour wait.

Not sure what the lesson is here but perhaps it is to make sure the copper connection is to cut before you are sure the the voice over fibre is actually working.

Once again thanks Dave for your intervention and help.

cbrpilot

955 posts

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Spark NZ

#1366544 14-Aug-2015 19:27

You're welcome. Very sorry about the mountain you've had to climb to get Fibre installed. The main issue here was that because the original order was put in well before Spark launched Fibre Landline, and thus Fibre Landline was not provisioned at our end. Unfortunately Chorus mistakenly cut your copper thinking it was a Fibre landline install (because most of them are these days). We've fully provisioned the Fibre Landline, and you should be good to go.
Sorry again for the hassles, it is certainly not our intent!

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

haysking

50 posts

Geek

#1375949 28-Aug-2015 23:48

we are having issues with getting connected with Fibre Landline can ring out but if any one try and calls they hear the disconnected tone

we are fibre 200/20 unlimited plan speed are what they should be it just the phone
phone is connected to the ONT

please help been trying to get this fixed for days hours on hold

hayden

quickymart

13924 posts

Uber Geek

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#1375952 29-Aug-2015 03:06

Knowing who your provider is would be a good start.

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haysking

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#1375953 29-Aug-2015 03:11

quickymart: Knowing who your provider is would be a good start.

Spark giving it the spark forum

BarTender

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#1375976 29-Aug-2015 08:45

If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

haysking

50 posts

Geek

#1375986 29-Aug-2015 09:11

BarTender: If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

Yea try that but they do say they can't see our number connected in there system will try again though

haysking

50 posts

Geek

#1376097 29-Aug-2015 13:42

haysking:
BarTender: If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

Yea try that but they do say they can't see our number connected in there system will try again though

thanks BarTender may have a winner there

BarTender

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#1376159 29-Aug-2015 16:36

haysking:
haysking:
BarTender: If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

Yea try that but they do say they can't see our number connected in there system will try again though

thanks BarTender may have a winner there

So all sorted??

haysking

50 posts

Geek

#1376171 29-Aug-2015 17:19

BarTender:
haysking:
haysking:
BarTender: If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

Yea try that but they do say they can't see our number connected in there system will try again though

thanks BarTender may have a winner there

So all sorted??

No not yet the Fiber in Flight team couldn't open the service order due to someone else was working but they found the issue just waiting for systems to update

Thanks

haysking

50 posts

Geek

#1376731 30-Aug-2015 23:26

haysking:
BarTender:
haysking:
haysking:
BarTender: If you use online chat and say that you just got Fibre connected and you can make outbound calls not inbound, then someone should be able to get the service order closed off.
The fact you get dial tone and can make outbound calls is ideal since many people get stuck before they even get there. So getting this fixed via online chat should be pretty quick and easy.

Yea try that but they do say they can't see our number connected in there system will try again though

thanks BarTender may have a winner there

So all sorted??

No not yet the Fiber in Flight team couldn't open the service order due to someone else was working but they found the issue just waiting for systems to update

Thanks

yay we have a landline thanks geekzone

haysking

50 posts

Geek

#1379438 3-Sep-2015 22:47

Can anyone tell me why I cant call my spark mobile and check the voicemail I call 0204XXXXX then try ** when it clicks in yet no respond from the system it just keep playing the voice message.

I have been on chat they tell they are not sure to why it not working but they try it work and I can from a vf mobile so not sure why it wont work from the fibre landline

my thinking was maybe DTMF setting but I not to sure
I can ring a Vodafone voice mail and enter the voicemail so maybe not

any help would be grateful

hayden

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