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.