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293 posts

Ultimate Geek


# 181045 30-Sep-2015 11:47
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About a year and a half ago my family switched our internet providers from Spark/Telecom to Orcon. My dad wanted to keep his xtra.co.nz email address (I've been trying to get him to switch to gmail...) so we've been paying $20 a month to keep the email address. We got a call a month ago from some Spark representative trying to get people to come back to Spark with deals so we signed on. My dad was at work so I did most of the communication from our side, and instead of using the account that we already had, they made a new account in my name.

This is quite annoying because now we have the original account with the $20 a month for email, and the new account with the broadband connection. (I would have thought that they could have just used the old account seeing as they were trying to get old customers back but oh well.) I've been trying to get the broadband connection moved to the old account so that we just have one account and aren't paying for the email address. I used the live chat and the guy said that he'd have to get someone to call me to sort it out. So someone called straight-away (which was nice, after having waited for an hour for the live chat) and I told them what I wanted to do, he said he had done it but it's been five days and the broadband connection still doesn't appear in MySpark, so I don't really have much confidence in the phone support guy actually having done what I asked.

I also tried using the 'add missing account' button but because the two accounts are in different names they couldn't do this and I'd have to call. I don't know if this will actually do what I want it to do though - I imagine that they'd still be separate accounts, I'd just have one login to access them both, and would still have to pay for both the email and the broadband separately.

So I figured that it may just be easier to move the email account to the new Spark account and delete the original one. But I don't know how to do that - is there some easy way to do this or do I have to try their phone support again?



P.S. when changing ISPs, does the new ISP normally cancel the old ISP's contract? We received a bill for the current month from Orcon even though we changed ISPs before the end of the previous month. The 12 month period had ended so we were free to leave without charges

P.P.S. is it normal for the speed to change dramatically between ISPs? It's an ADSL2 connection and with Orcon we getting around 11-12mbps, and now we are getting 6.5. When we were on Spark the first time, we were getting around 9mbps.

P.P.P.S. fibre was installed in our street in July and the sign on the street says it should be completed in July, but according to the Chorus map we still don't have fibre - is it normal for it to take this long?

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  # 1397247 30-Sep-2015 11:47
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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.





293 posts

Ultimate Geek


  # 1398558 2-Oct-2015 10:52
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Bump

 
 
 
 


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  # 1399059 2-Oct-2015 19:41
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Use online chat or email them with the old and new account numbers and someone should be able to move it over.




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