Got fibre a week ago, landline still not provisioned.

Forums › Spark New Zealand (including Skinny and BigPipe) › Got fibre a week ago, landline still not provisioned.

rugrat

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#189048 15-Dec-2015 13:27

Hi,

Got fibre last Wednesday. Have made about four phone calls to Spark, with no result. Just get told it's deep in their systems and IT guys looking at it. Also told it could take hours or days, I don't understand.

When ring takes over 2 hours for call back, I find this shocking.

Online chat is no good as when I tell them problem they just tell me to ring 0800222009, which as mentioned above hard to get someone on phone. Have transcript of online chat.

The fibre broadband is fantastic compared to adsl2+, just seems almost impossible to get them to action landline which was asked to come with fibre install.

LFC is Enable. Have phone directly plugged into ONT on tel1 plug. The tel1 light is flashing, where it should be solid.

How long is resonable to wait to get landline working on fibre?. Thanks.

cbrpilot

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#1450775 15-Dec-2015 13:37

Hi Rugrat, PM me and I'll see what I can do.

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

rugrat

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#1453096 18-Dec-2015 15:46

It's still not sorted.

May have missed a call at 12.19 and 12.29

Have been waiting for call back since 2.21pm now 3.40pm, why so hard to get through.

My order has somehow got stuck in Sparks computer systems and no one seems to be able to manually push it through.

This is an issue as it means unable to connect landline that was ordered with fibre

And also I'm on 30/10 and would like to go to 100/20 but no changes can be made until sorted.

I'm finding this a crazy situation, and not sure what to do if keeps going on.

trig42

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#1453104 18-Dec-2015 15:53

Did you PM @cbrpilot?

cbrpilot

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#1453126 18-Dec-2015 16:32

Hi Trig, the order has got stuck and has been escalated to the appropriate support teams.
Wheelbarrow01 will hopefully be looking into this soon to see if we can do some manual trickery to get things moving along.
Unfortunately I don't have a magic button to fix this one myself :(

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

Linuxluver

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#1453129 18-Dec-2015 16:35

rugrat: Hi,

Got fibre last Wednesday. Have made about four phone calls to Spark, with no result. Just get told it's deep in their systems and IT guys looking at it. Also told it could take hours or days, I don't understand.

When ring takes over 2 hours for call back, I find this shocking.

Online chat is no good as when I tell them problem they just tell me to ring 0800222009, which as mentioned above hard to get someone on phone. Have transcript of online chat.

The fibre broadband is fantastic compared to adsl2+, just seems almost impossible to get them to action landline which was asked to come with fibre install.

LFC is Enable. Have phone directly plugged into ONT on tel1 plug. The tel1 light is flashing, where it should be solid.

How long is resonable to wait to get landline working on fibre?. Thanks.

Mine was working simultaneous with the install....which they brought forward 3 days on-the-spot rather than come back 3 days later for final provisioning. So the Chorus tech is clearly able to get the landline turned on at the same time and at a moment's notice - provided all the required infrastructure is there beyond your house / home / apt / office.

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BarTender

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#1453455 19-Dec-2015 12:43

Linuxluver: Mine was working simultaneous with the install....which they brought forward 3 days on-the-spot rather than come back 3 days later for final provisioning. So the Chorus tech is clearly able to get the landline turned on at the same time and at a moment's notice - provided all the required infrastructure is there beyond your house / home / apt / office.

There is a high degree of complexity and ducks aligned required for Voice over Fibre. Chorus is a lot simpler since Chorus allow you to provision the ATA using a TR-069/ACS server. Whereas all the other LFCs require you to provide the SIP Username & Password into their portals at the ordering time. Since it's all done manually where none of the LFCs have a Business to Business API interface to talk to, human errors are high.
Providing Dialtone is oddly enough exponentially more complex than providing broadband service.

So there is a long road ahead in my view before the number of fibre connections far outweighs the number of copper connections.

rugrat

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#1456121 23-Dec-2015 16:23

I'd just like to give a big thank you Cbrpilot and others involved in fixing landline on fibre.

It came on this afternoon and light on phone soild green, did outgoing and an incoming call and all going good.

Thankyou very much for the time spent on helping to get it sorted.

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droidxt

45 posts

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#1481049 29-Jan-2016 09:06

Do you know how it was fixed? Just upgraded to 100mbps and the landline has stopped working. The phone support guys are useless.

Jase2985

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#1481055 29-Jan-2016 09:19

@Cbrpilot

cbrpilot

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#1481174 29-Jan-2016 12:38

I've taken a look at it from the access that I do have, and the IP layer connectivity for voice is up. As I don't have access to delve any further I've advised Droid to request a callback from the Faults team. Hold time are pretty bad at the moment, so requesting a callback is likely the best option.

I'd hazzard a guess that this is almost definately going to need to be escalated to UFF (the local Fibre Company for your area) for them to check they've still got the ATA (phone) port config on the ONT (box on the wall at your house) correct.

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

rugrat

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#1481522 29-Jan-2016 21:40

droidxt:
Do you know how it was fixed? Just upgraded to 100mbps and the landline has stopped working. The phone support guys are useless.

From replies you had sounds like your one might be different.

Mines still a mess on the accounts side, but everything is working.

I've got free phone and Internet at moment, guess they'll back date once work it out.

Looks like things a bit messy at Spark at moment.

yoc

1 post

Wannabe Geek

#1486417 6-Feb-2016 11:36

I have 200 Fibre from Spark and voice over fibre worked for 2 months after install and then the voice suddenly stopped working. It's been a long and ardulous process so far - nearly 2 weeks since voice stopped, 12+ phone calls to Spark (only once did I manage to get right through to a support analyst; the other times requested callback from between 20 - 60 mins later) and now having email contact direct with the analyst/s. The analysts from the "Chorus team" say I need to have fibre/voice service "provisioned" and this was I am waiting for. A technician was sent to site earlier this week and he concluded the same.

I'm still waiting after the Chorus team's request to provision was escalated 2 days ago... To be fair, the Chorus team want to help to but they are too polite to kick up a fuss and despite my request to keep contact with me when there is no progress. Frustrated!

Any one had a similar situation as me and resolved to completion?