Spark - poor customer service / fault investigation

Forums › Spark New Zealand (including Skinny and BigPipe) › Spark - poor customer service / fault investigation

mikejf12

1 post

Wannabe Geek

#192093 26-Feb-2016 13:44

I just switched from Spark NZ to Slingshot because my Spark ADSL connection died with errors like these.

Connection could not be established: Could not bring up link

Your DSL connection is down. Verify that your Technicolor Gateway is correctly
connected to your phone line. If the problem persists, check your documentation.

I was using a Telecom Technicolor TG582n modem with a Telepermit filter also provided by Telecom ( before
they became Spark ). Over a period of three days the connection kept dropping out and then it just died.

I spent a day on the phone with Spark support who diagnosed "noise on the line" that apparently wasnt their
fault. They said that they would send an engineer out and I would probably be liable for the costs to
investigate / fix. I saw red and terminated the contract and the connection.

I signed up with Slingshot and received an ADSL2 modem in the post with a C10 ADSL2 filter. The modem is a
NetCom Wireless NB604N. I connected it up on the line same and it worked first time.

So my question is .. why ? Was it just that the kit that I had been left with from Telecom was outdated ?
Why could Spark/Telecom not have determined that with a few questions and tests ?

Im now connected again, with Slingshot, but Ive got to say Spark did a dire job of investigating my fault and
charged me a fee to terminate my contract .. "thanks for that Spark !".

Thanks in advance for any topis / advice

PeterReader

6018 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#1499838 26-Feb-2016 13:44

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

you have reset your modem and router
your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
your tests are always done on an ethernet connection to the router - do not use wireless for testing
you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

Your ISP and plan
Type of connection (ADSL, ADSL2, VDSL)
Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
Your general location (or street)
If you are rural or urban
If you know your connection is to an exchange, cabinet or conklin
If your connection is to a ULL or wholesale service
If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

These links are referral codes: Sharesies | Mighty Ape

Jase2985

13459 posts

Uber Geek

ID Verified

Lifetime subscriber

#1499892 26-Feb-2016 14:38

because the modem was probably faulty in some way shape or form. the first assumption cant be that though as that costs the ISP the most to fix, checking the line costs Chorus.

sad situation but unless you had another device to test with I suspect it would be hard to diagnose

johnr

19282 posts

Uber Geek
Inactive user

#1499919 26-Feb-2016 15:17

If you changed ISP while under a contract term then yes you will be charged a contract termination fee

If the issue was your house wiring causing a noise on the line then yes the account holder is liable, If issue is before ETP then account holder is not liable but then if you have house wiring insurance then it should be fixed under this

Dairyxox

1594 posts

Uber Geek

#1499936 26-Feb-2016 15:38

How bizarre, I wonder how the router might have become faulty, I mean it probably worked fine for ages...

andrew027

1286 posts

Uber Geek

#1499947 26-Feb-2016 15:51

I can easily see that it could have been the router. I had a then-Telecom Technicolor TG589 that worked fine for around a year then started having constant dropouts - plugged in via ethernet it was fine but it would lose the wifi signal every couple of hours for a couple of minutes at a time. After several fault-finding calls to Spark they initially said they wouldn't replace it, but I argued quite strongly and they finally let me have a Huawei 659b for half it's usual cost. That's been working perfectly (on 2.4GHz - the 5GHz band is a bit flaky).

RunningMan

8953 posts

Uber Geek

#1499949 26-Feb-2016 15:52

Switching ISPs because they were up front and told you that you would have to pay if the problem was found to be yours seems a little drastic on your part. That's completely normal to be advised - statistically, the most common reason for xDSL faults is the internal premises wiring, which is your responsibility to maintain, so it's reasonable to inform you there may be a charge.

I expect that if the tech came out, found it was your modem that was at fault, and it was supplied by your current ISP then there would have been no charge, and the modem likely replaced - we'll never know now though.

As for determining whether it was the modem or the line at fault, it's pretty difficult without swapping the modem for a known good one. Unless you have one on hand, this is something the tech would do when they come out.

mattwnz

20141 posts

Uber Geek

#1499950 26-Feb-2016 15:58

RunningMan:

Switching ISPs because they were up front and told you that you would have to pay if the problem was found to be yours seems a little drastic on your part. That's completely normal to be advised - statistically, the most common reason for xDSL faults is the internal premises wiring, which is your responsibility to maintain, so it's reasonable to inform you there may be a charge.

I expect that if the tech came out, found it was your modem that was at fault, and it was supplied by your current ISP then there would have been no charge, and the modem likely replaced - we'll never know now though.

As for determining whether it was the modem or the line at fault, it's pretty difficult without swapping the modem for a known good one. Unless you have one on hand, this is something the tech would do when they come out.

This is why it pays to have a cheap modem on hand to test it. I have two telecom modems just incase there is a fault, and I can then check if it is a modem fault, or something else.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

shortcircuit

86 posts

Master Geek

#1499985 26-Feb-2016 16:36

RunningMan:

As for determining whether it was the modem or the line at fault, it's pretty difficult without swapping the modem for a known good one. Unless you have one on hand, this is something the tech would do when they come out.

Wrong I think- I had a fault a few months ago, the Chorus guy came out and tried the line, asked if I had a different router available to try and when I said no he just said "there's nothing wrong with the line". Chorus through Spark then pinged me $137.00 call-out fee, even though I advised they had fixed the same fault at the exchange previously when it happened.

RunningMan

8953 posts

Uber Geek

#1499995 26-Feb-2016 16:52

shortcircuit:

RunningMan:

As for determining whether it was the modem or the line at fault, it's pretty difficult without swapping the modem for a known good one. Unless you have one on hand, this is something the tech would do when they come out.

Wrong I think- I had a fault a few months ago, the Chorus guy came out and tried the line, asked if I had a different router available to try and when I said no he just said "there's nothing wrong with the line". Chorus through Spark then pinged me $137.00 call-out fee, even though I advised they had fixed the same fault at the exchange previously when it happened.

In that case it seems as though the line has been tested (as OK), leaving the modem to be the fault - they haven't diagnosed the modem as being the fault prior to rolling the tech.