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84 posts

Master Geek
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Topic # 189211 21-Dec-2015 08:34
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How long does it take to upgrade from 30 to 100mbps . Requested this over a week ago.  Has anyone any advice. Sick of using the
help or services you seem to have to wait forever
Thanks


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41 posts

Geek


  Reply # 1454143 21-Dec-2015 08:45
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I was waiting for over a week.

I messaged Spark on fb chat telling them how long I had been waiting and they did it instantly.

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Geek
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  Reply # 1454709 21-Dec-2015 18:16
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fraserg: I was waiting for over a week.

I messaged Spark on fb chat telling them how long I had been waiting and they did it instantly.


Hi

Its seems to be up in the air with stuff like that. Back in September i received a letter from spark saying to switch your copper land lin over to fiber(cause i had existing fiber for internet) or we will be charging your account an extra 20-30 dollars. So i immediately requested through an online form to have my copper landline to be switched over to fiber as well as upgrading my current service of 30/10 to 100/20. Long story short it was finally completed about a week ago now i have other problem for a different forum topic. I realize that the long wait time i had might have been due to the copper to fiber switch however it still shouldn't have taken 2.5 months to complete.



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Master Geek
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  Reply # 1455975 23-Dec-2015 13:33
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Thanks for the comments. Log into chat they claim my first request about two weeks ago was not registered.
They have now logged this request but tell me it could take up to 10 Days.  I thought they had just employed
another hundred or so on their help section.  I guess I will just have to wait.  I suppose it will be ten business
days so I expect the change around the middle of January. Oh well!!! Have a good holiday guys or gals

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Geek
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  Reply # 1461077 4-Jan-2016 16:23
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I can confirm asking on Facebook works as I had the same issue switching 30/10 to 100/20. The connection I was sorting had an order in since November and apparently it was still sitting there unfulfilled. The Facebook Spark people were very helpful compared to when I asked on the phone for a progress update weeks ago and it was sorted within 5 minutes after they acknowledged receiving my account number.

This connection was also previously a copper phone line connection and that was changed to Fibre based back in September and it seems that ever since they started swapping everyone to Fibre landlines that changing Fibre speed has been difficult, if not impossible, to do through the online changing thing and when I first tried, it would see my fibre landline order with Downer and say I couldn't change plan due to a technician already being booked.



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Master Geek
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  Reply # 1461387 5-Jan-2016 10:46
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Chatted with them yesterday. First told my request had been cancelled when I showed my disgust they checked and said they had made a mistake. Further checking told me the request was for 21/1/16. Again more WTF
Got put through to another person who told me it would be done today or ASAP.  Waiting.....
cheers

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Ultimate Geek
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  Reply # 1461512 5-Jan-2016 11:54
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Just double check that you're on the right plan subsequent to the upgrade. I didn't notice that I had been upgraded to the 200/200 at the same time as switching from copper to fibre phone services, until the large bill arrived.

It was very quickly and professionally rectified when I brought it to Spark's attention. Mistakes happen.



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Master Geek
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  Reply # 1462436 6-Jan-2016 15:30
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It never rains it just pours.  Today my home phone line has dropped off. No dial tone. Spent the last three hours on Chat and help trying to get
this issue resolved. Passed from one person(bout 5 different people all asking the same questions) to another, finally seemed to get someone who new what they were doing but after holding on for about an
hour got disconnected. Tried to get back, but another help person tells I need to go through another procedure where they will contact me in the next 24 hours.
All this because I wanted to change my plan from 30 to 100Mbps. Have posted the issues on FB Got everything crossed and hoping for a result
My sanity still prevails.


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Ultimate Geek
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Spark NZ

  Reply # 1467283 10-Jan-2016 23:39
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simplestuff: It never rains it just pours.  Today my home phone line has dropped off. No dial tone. Spent the last three hours on Chat and help trying to get
this issue resolved. Passed from one person(bout 5 different people all asking the same questions) to another, finally seemed to get someone who new what they were doing but after holding on for about an
hour got disconnected. Tried to get back, but another help person tells I need to go through another procedure where they will contact me in the next 24 hours.
All this because I wanted to change my plan from 30 to 100Mbps. Have posted the issues on FB Got everything crossed and hoping for a result
My sanity still prevails.



Can you please advise if your situation got resolved? If not please send me a private message with your account number and I will look into your problem tomorrow - first day back at work :(




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

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Uber Geek
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  Reply # 1467322 11-Jan-2016 08:22
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I believe requests for speed changes go from your ISP to Chorus, it takes as long as it takes. Maybe that's a week, maybe it's a month. UFB is still reasonably new and things the whole admin side of thing seems quite underdeveloped and inefficient, or maybe just resource constrained.




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84 posts

Master Geek
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  Reply # 1467799 11-Jan-2016 17:07
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Received an email from Spark saying that "Your Good to go" But on checking my speed on speed test still
remains at 28-29 mbps.  Rang them finally go through to fibre section they told me to turn of power to fibre box and
modem leave for a minute then turn on.  They said that it was showing 100 Mbps at their end. Done the power turn off
again same result, turned off fibre box and modem started fibre box the modem in that order.  No change, not quite climbing
the wall!!!

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  Reply # 1467815 11-Jan-2016 17:30
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Are you testing over Ethernet?

Meow
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  Reply # 1467816 11-Jan-2016 17:31
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Make sure you're using Ethernet to conduct the tests. Once they post the order it can take upwards of 4hrs to change the speed on their end so reboot your ONT and Router again to see if the speed climbs.






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Master Geek
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  Reply # 1467819 11-Jan-2016 17:41
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Done all those things Back in touch looks like they haven't deleted the old profile.  Waiting patiently
Cheers

Meow
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  Reply # 1467822 11-Jan-2016 17:47
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simplestuff: Done all those things Back in touch looks like they haven't deleted the old profile.  Waiting patiently
Cheers


The speed profile has to be changed on both Chorus's end and Sparks end (on their internal system). Sparks end normally happens within 4 hours but can take upwards of 24 hours to take effect. If @wheelbarrow01 is still working he should be able to investigate and push it through otherwise it should be back up to speed tomorrow.




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Ultimate Geek
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Spark NZ

  Reply # 1467862 11-Jan-2016 19:08
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michaelmurfy:
simplestuff: Done all those things Back in touch looks like they haven't deleted the old profile.  Waiting patiently
Cheers


The speed profile has to be changed on both Chorus's end and Sparks end (on their internal system). Sparks end normally happens within 4 hours but can take upwards of 24 hours to take effect. If @wheelbarrow01 is still working he should be able to investigate and push it through otherwise it should be back up to speed tomorrow.


Yes I contacted the OP earlier today after I received advice from our boffins that the profile had been changed at our end, however I did not check it directly myself at the time as I was working on another job (and I don't usually need to double check their work). I'm not at work right now but I will check the profile myself when I get into work at 0730 tomorrow morning and take action if required.




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

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