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3 posts

Wannabe Geek

#191201 27-Jan-2016 15:53
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As part of the latest offering from Spark to upgrade 30MB UFB to 100MB UFB for the same price, the email came through.  We decided to upgrade (why not). After filling in all the details the order was submitted.  This started 17th January.  Then after checking the phone line, realized that it was disconnected and checked the order.  


The order defaulted to Naked plan rather than what we did have including landline.  Without contacting us to confirm, the phone had been cut off.  Contacting them became a nightmare from the Monday 18th, calling was over 1hr wait time even at 8am.  


Chat sessions eventuated to a call back after the hour time frame, and even then they could not help.  I did admit it was my mistake not theirs at the wrong plan selected, however there should have confirmed.  The first few times I was told that it was with Chorus and nothing could be done until they fulfilled their side.  Wednesday night I was told that they close off their side and then Spark can close the order for the UFB before creating a new one for the Landline.  


I called back on Thursday and they took their sweet time to get that closed, and advised that the new order would go to the connections team.  Now it is over a week later and the ticket is still in a "Pending" state and no one is able to help or keeps us updated.  


Each time "notes' were supposedly added but in reality this is not the case.  We have had a couple of customer service people that have tried chasing and advising us, but seriously how long does it take to add a phone line.  The line is used by our elderly inlaws who look after our daughter and is the only means of communication.


Complaints go no where, no one knows what they are doing, and our calls go round in circles.


Why is Spark so irritating, why do they not have enough people who know what the hell they are doing on the phones?

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9716 posts

Uber Geek

Lifetime subscriber

  #1480053 27-Jan-2016 17:27
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you would probably find the same with almost any other isp

71 posts

Master Geek

  #1480284 27-Jan-2016 22:27
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Oddly enough ... also ordered the free upgrade on Jan 15 requesting it for Monday 18th ... and then had the experience of our fibre getting disconnected on Monday 18th ... although we'd ordered the Fibre100 Broadband & Landline .


Logged a fault and faults were adamant it was nothing to do with the request in place, but I have my doubts ... although they managed to reconnect us the next day. (Still waiting for the Fibre 100 though). 




999 posts

Ultimate Geek


  #1480409 28-Jan-2016 08:30
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Hi ITGirl,


It sounds like you've had a rough ride for which I apologise. Can you please PM me with your account and/or order number and I will try and get this issue sorted for you. I have access to many of our back-office provisioning systems that our frontline teams don't have access to, so I should be able to give it a poke with the proverbial stick.



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

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  #1482952 1-Feb-2016 16:25
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Same problem here - fibre speed went to 100mbps, no landline. Has your issue been fixed?

3 posts

Wannabe Geek

  #1483538 2-Feb-2016 13:45
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Issue still has not been resolved, however I have a member of Spark chasing it from their end rather than me contacting every day and getting different answers.  I now have a connected phone line but dial in gives a number cannot be found, and dial out to any number gets the Spark test line.


It has been 2 weeks now.

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  #1483942 2-Feb-2016 21:41
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Issue got fixed thanks to @Wheelbarrow01. Spark customer support is quite useless unfortunately.

999 posts

Ultimate Geek


  #1483995 2-Feb-2016 23:16
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Issue got fixed thanks to @Wheelbarrow01. Spark customer support is quite useless unfortunately.



Glad I could help. You issue was not related to the issue that @ITGirl is having. That one is more complex and is proving difficult to overcome but we have our most senior technical minds working to resolve it. I know it has taken far to long and I apologise for that.


I believe there is also a fix being made to the upgrade journey on the Spark website to ensure these problems don't keep happening.

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

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