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338 posts

Ultimate Geek
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Topic # 190634 7-Jan-2016 10:05
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Hi guys, I'm posting here in the hope that someone might be able to provide some sort of assistance.

The story so far...

Back in early May, my parents decided to switch from their current setup of Spark Home Phone/Snap UFB, to Spark Ultra Fibre. We were advised by the CS rep on the live chat that we should sign up as a new customer, despite already having an account with Spark. So we did this, the modem arrives... and nothing.

In September they received an email from Spark "New and Move" tier stating that there was issues around existing ONT, and contacting us (the folks were in US in July, so that may have been something to do with the contact issues). We sent the information required (ONT serial number) and dad had a conversation with a team member. From the information I have been told by dad, apparently the order was either lost, or closed or something (I don't know the full story at this point in time), but it was supposed to get sorted.

On the same day (it would appear from the email history) we received an "Order Confirmation" email from "New and Move"

And haven't heard a thing since. The folks currently still have the same internet/phone setup they had back in May.


Understandably, the parents are Not Happy. Since I am home for the summer, I have told the folks I will see if I can assist in moving things along again.

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Meow
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Uber Geek
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  Reply # 1465063 7-Jan-2016 12:10
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You have not indicated if you've followed up with Spark directly. Contact their new & move team or their online chat and post the outcome.






338 posts

Ultimate Geek
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  Reply # 1465116 7-Jan-2016 13:14
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Just got off the phone with a Spark CS member. He said that UFF have canceled the order for some reason.

He said he would sort it out and call back...

(I'm pretty sure this was the case back in September, and it was supposed to be sorted then)


Will update when we have more news



338 posts

Ultimate Geek
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  Reply # 1468317 12-Jan-2016 11:15
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Still no news.

The promised call back has not happened, no emails. Nothing, nada.


This is getting frustrating :(

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Ultimate Geek
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Spark NZ

  Reply # 1468352 12-Jan-2016 12:01
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Please message me with the Spark account number(s) and I will see what I can find out for you.




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



338 posts

Ultimate Geek
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  Reply # 1468372 12-Jan-2016 12:33
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Wheelbarrow01: Please message me with the Spark account number(s) and I will see what I can find out for you.


Thanks, Message sent

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