Account not changing to fibre.

Forums › Spark New Zealand (including Skinny and BigPipe) › Account not changing to fibre.

JaseNZ

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#192161 29-Feb-2016 12:49

Anybody know how long it takes for your account to reflect fibre after changing from vdsl. I changed over about a week ago and my account is still showing as ulta vdsl when I need it to show fibre so I can upgrade my account from 30/10 to 100/20.

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robjg63

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#1501455 29-Feb-2016 13:02

So you have just ordered Fibre and that's still being processed?

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

rugrat

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#1501475 29-Feb-2016 13:22

Are you on naked?

If you've got working phone then your situation is different to what mine was.

Also if you log into your router and the longest connection duration is 4 hours, then it's a sign their auto provsioning hasn't worked.
The provsioning got stuck with me.

JaseNZ

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#1501821 29-Feb-2016 21:07

Nope fibre has been installed and I am running on it now for just on a week but spark is still showing I am on ultra vdsl (on my spark page) , I am unable to upgrade my fibre plan (wrong plan ordered at time) , because its not showing I am on fibre.

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JaseNZ

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#1505841 4-Mar-2016 09:58

Sigh so this is getting to the point of being pretty stupid now. Over a week and a half now and nobody has been able to do anything about my fibre issue. As stated above I have been on fibre now for over a week and a half yet its still showing I am on ultra vdsl , I have rung up and spoken about this 3 times now and still not getting anywhere.

I want my connection upgraded from 30/10 to 100/20 (free upgrade) , however I cant because everything is still telling me I am on ultra VDSL

I have been on live chat but they say there is nothing they can do and to call 0800 222 009

All 3 times I have rung and finally gotten to speak to somebody they are asking me if an ONT box has been installed in the house and time and time again I am telling them I am connected to the ONT box in the house and that I am already running on fibre, their reply is you cant be because you are still on VDSL. I AM NOT ON VDSL I AM RUNNING ON FIBRE i say and round and round we go.

I would like to get off this merry go round , help me Jebus

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Linuxluver

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#1505851 4-Mar-2016 10:12

Mspec:

Anybody know how long it takes for your account to reflect fibre after changing from vdsl. I changed over about a week ago and my account is still showing as ulta vdsl when I need it to show fibre so I can upgrade my account from 30/10 to 100/20.

My fibre / Internet service isn't even on my "MySpark". It only appears on my monthly statement. But for that, you'd not think I had any Internet service at all.

I've contacted Spark about it a couple of times and spent a fair bit of time following it up. They have deleted and re-created my MySpark account a couple of times, but nothing changes. They don't appear to know how to address it. They appear to have some holes in the integration of their services with the customer online window into them.

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Jase2985

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#1505854 4-Mar-2016 10:15

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Linuxluver

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#1505857 4-Mar-2016 10:16

Mspec:

Sigh so this is getting to the point of being pretty stupid now. Over a week and a half now and nobody has been able to do anything about my fibre issue. As stated above I have been on fibre now for over a week and a half yet its still showing I am on ultra vdsl , I have rung up and spoken about this 3 times now and still not getting anywhere.

I want my connection upgraded from 30/10 to 100/20 (free upgrade) , however I cant because everything is still telling me I am on ultra VDSL

I have been on live chat but they say there is nothing they can do and to call 0800 222 009

All 3 times I have rung and finally gotten to speak to somebody they are asking me if an ONT box has been installed in the house and time and time again I am telling them I am connected to the ONT box in the house and that I am already running on fibre, their reply is you cant be because you are still on VDSL. I AM NOT ON VDSL I AM RUNNING ON FIBRE i say and round and round we go.

I would like to get off this merry go round , help me Jebus

See my other comment. The fibre service seems to be only partially visible to them (them being "123") and completely invisible to the customer. If I tried to upgrade I doubt I could because - online - I don't have any Internet service with Spark at all. Despite - like you - having an existing fibre connection up and running...and in my case, for months now.

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