Spark Service Desk Wait Times / Static IP Question

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mcraenz

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Topic # 183807 30-Oct-2015 16:38

First time I've call spark broad band help desk for a while. They tell me the wait time is 1:30 - 2:30! That's hours not minutes! Is that a joke? Or is that pretty standard for ISPs these days.

I want to move from 150GB to unlimited and want to keep my static IP. Is that possible? I believe there will be an additional charge?

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gathixpower

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Reply # 1417178 30-Oct-2015 16:52

Yes wait times are around 1-2 hours during business hours. The call volume is usually at a low point in the early mornings when they first open the lines. You can also use their online chat service, which can usually accommodate simple plan changes and such, it's also available 24/7.

jeffnz

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Reply # 1417245 30-Oct-2015 18:09

Have to say I haven't rung Spark for years just use the chat function and found that great, emails aren't too bad either.

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Jase2985

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Reply # 1417258 30-Oct-2015 18:26

check the wait and call back times here

https://www.spark.co.nz/contactus/
scroll down a touch

~48mins at the moment

sometimes you just hit them at a bad time.

mcraenz

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Reply # 1417259 30-Oct-2015 18:28

Finally got through, good news is there is no additional charge to keep the static IP, which is good.

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Spyware

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Reply # 1417262 30-Oct-2015 18:35

mcraenz: Finally got through, good news is there is no additional charge to keep the static IP, which is good.

Untrue, its $15.00/month whereas previously it was free.

Ross

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mattwnz

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Reply # 1417264 30-Oct-2015 18:38

Spyware:
mcraenz: Finally got through, good news is there is no additional charge to keep the static IP, which is good.

Untrue, its $15.00/month whereas previously it was free.

Maybe it depends on the plan. I guess they will have to honour it if the staff gave them incorrect informtion.

Jase2985

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Reply # 1417265 30-Oct-2015 18:41

Spyware:
mcraenz: Finally got through, good news is there is no additional charge to keep the static IP, which is good.

Untrue, its $15.00/month whereas previously it was free.

i think that only applies if you sign up to get one, not if you already have one and switch plans

mcraenz

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Reply # 1417268 30-Oct-2015 18:49

Yes they said since I'd had it for free on the previous plan that I would just keep it for free even on the uninitiated plan.

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Spyware

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Reply # 1417270 30-Oct-2015 18:49

Odd that, because I changed two months ago from 150 GB to unlimited and have been charged two months running for a static IP that existed on the original plan and was previously free.

And I've only had the static IP for 14 years.

Ross

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mcraenz

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Reply # 1417276 30-Oct-2015 18:59

Hmmmm, that doesn't sound good. Now I remember why I record all my calls by default.

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mattwnz

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Reply # 1417286 30-Oct-2015 19:20

Spyware: Odd that, because I changed two months ago from 150 GB to unlimited and have been charged two months running for a static IP that existed on the original plan and was previously free.

And I've only had the static IP for 14 years.

WHen I switched from a plan that had a dedicated IP included in the plan, to their unlimited plan (which I presume didn't), I wasn't given the option of keeping the dedicated IP. Since switching I no longer have a dedicated IP, but I don't miss it. I thought it may have remained, but it didn't.

Spyware

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Reply # 1417288 30-Oct-2015 19:23

Any static IP should have to be cancelled explicitly. In my case it would have to have been and I was assured by the CSR that if I changed plans online that the static IP would be kept and a charge applied.

Ross

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mcraenz

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Reply # 1417295 30-Oct-2015 19:38

The person I spoke to in their NZ call center was pretty adamant that the only thing he was changing was the data to be unlimited and that everything else would stay the same and there would be no additional charge. I guess I'll find out when I get my next bill.

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