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Topic # 185728 2-Dec-2015 22:07
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I ask as I've been waiting a long time for what I assumed was a simple bit of work and I get nowhere with Spark chat promising to follow it up and call me back ....and I hear nothing

I ordered the upgrade on line and Spark confirmed the order, gave an account number and a date for the upgrade ....but no upgrade has taken place.

Hence my question about what actually has to happen here and is it simple or complicated?

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  Reply # 1439600 2-Dec-2015 22:07
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Simple



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  Reply # 1439608 2-Dec-2015 22:16
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OK, so why do Spark make such a meal of it and tarnish their brand in the process?

I see advice elsewhere on the forum that it's Chorus that's at fault not Spark, but my contract is with Spark so I'm entitled to expect them to deliver a timely an effective service to me, their customer, and manage their service delivery partner if necessary to meet their obligations.

Or am I in a different world where the normal rules of business don't apply?

 
 
 
 


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  Reply # 1439615 2-Dec-2015 22:34
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Also requested change from 100/20 to 200/200. Ordered 22nd Nov. Got email on 24th advising there is a system issue preventing the change and it was expected to be resolved by 1st Dec (yesterday). Got an email yesterday stating the issue is still unresolved and will be updated once its resolved. I have at least been kept in the loop.

edit: fix typo

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  Reply # 1439620 2-Dec-2015 22:50
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AndyT: OK, so why do Spark make such a meal of it and tarnish their brand in the process?

I see advice elsewhere on the forum that it's Chorus that's at fault not Spark, but my contract is with Spark so I'm entitled to expect them to deliver a timely an effective service to me, their customer, and manage their service delivery partner if necessary to meet their obligations.

Or am I in a different world where the normal rules of business don't apply?


I tend to agree, but Chorus are kind of a law unto themselves and it's not like the ISP's can just walk away from them, or change suppliers. The government in its infinite(ly small) wisdom decided to give Chorus a virtual monopoly, and I suspect many telco staff get just as frustrated at Chorus as their customers do.






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  Reply # 1439624 2-Dec-2015 23:04
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An order to change UFB speeds with Chorus can generally be completed in one or two business days. No tech should be required, all that needs to be done is update the config on the ONT. How long it takes for an ISP's provisioning process to place the order is another matter.

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  Reply # 1439698 3-Dec-2015 08:35
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Lorenceo: An order to change UFB speeds with Chorus can generally be completed in one or two business days. No tech should be required, all that needs to be done is update the config on the ONT. How long it takes for an ISP's provisioning process to place the order is another matter.


Spark also need to send a new router as they don't supply a Gigabit one on 100Mbps and lower plans.

Plan changes are very simple and the issues you're having sound like they 100% a Spark issue and nothing to do with Chorus.



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  Reply # 1439756 3-Dec-2015 10:19
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Hi Andy,

Please PM me with your account number and the address of the connection and I will find out what the story is with your speed change.




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

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  Reply # 1439793 3-Dec-2015 11:30
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It's simple.  Spark just have to increase your monthly charge.




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