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607 posts

Ultimate Geek
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Topic # 192290 5-Mar-2016 02:27
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This has been an ongoing problem since December 18th last year.  I was originally on 100/50 with a copper land line.

 

18th Dec 2015 I call spark to switch landline to fibre and upgrade plan from 100/50 to 200/200 at the same time.  They tell me it can't be done, I need to fill out a "Downer" form on their website and the fastest plan I can go to is 200/20, once that's complete they will upgrade me to 200/200.  So I followed the instructions.

 

Speed change is processed within a couple days and i'm on 200/20, not what I really wanted but ok for time being until the upgrade to 200/200 can be processed.  The Downer form sent me an auto confirmation email confirming the landline change over date from copper to fibre being 25th Jan 2016.

 

I call Spark again, and now I am told a totally different story by the call centre in Manila.  I can not upgrade to 200/200 speeds until the landline has been switched.  So I patiently wait until 25th Jan.  The land line switches on this date and is working.  I call Spark again and am told to fill out the form on the Spark website to upgrade to 200/200, so I do and I am taken around in a loop back through the Downer form and not given the option for 200/200.

 

Now at this point I contact Wheelbarrow01 on GZ and he has been very helpful in trying to sort this out for me.  Told me there was "some error" on my account, escalated it with high priority but still nothing was being resolved by whoever at Spark who was supposed to sort it out.   Finally after much frustration and patients waring thin, Wheelbarrow01 was able to upgrade the speed to 200/200 on 17th Feb, great!

 

Now as of 1st March, speed is unfortunately back at 200/20 and Wheelbarrow01 doesn't seem to be around to help sort it out again, not sure if he's on leave or not, hence my post here.  He has been very helpful in the past at getting things sorted out, but i'm back at square one again due to Sparks totally erratic system.

 

I don't know whats going on at Spark, all I want is to be put on the 200/200 plan and things left alone and not changed unless its an action of myself.  I don't care about any internal errors on my account showing up in sparks system preventing any speed change, they are not my concern.  From a paying customers point of view, I should be changed to the 200/200 plan, I should be billed monthly as per normal for the new plan, and things left alone.  If this is too difficult for Spark to achieve then I will churn to another provider who can provide 200/200.


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675 posts

Ultimate Geek
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Spark NZ

  Reply # 1506375 5-Mar-2016 09:31
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PM me your details, and I can look into why you seem to be experiencing 200/20.





My views are my own, and may not necessarily represent those of my employer.

12757 posts

Uber Geek
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  Reply # 1506384 5-Mar-2016 10:07
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Spark aren't refusing, there is a problem. It happens. While this is not your problem, as you say, that statement doesnt automagically mean the system problem disappears. 




607 posts

Ultimate Geek
+1 received by user: 28


  Reply # 1506451 5-Mar-2016 13:28
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cbrpilot:

 

PM me your details, and I can look into why you seem to be experiencing 200/20.

 

 

 

 

Thanks i've just sent you a pm


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Ultimate Geek
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Spark NZ

  Reply # 1506458 5-Mar-2016 14:22
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Should be sorted now.





My views are my own, and may not necessarily represent those of my employer.



607 posts

Ultimate Geek
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  Reply # 1506460 5-Mar-2016 14:31
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cbrpilot:

 

Should be sorted now.

 

 

Many thanks, thats great I can confirm its at 200/200 now.




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Ultimate Geek
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  Reply # 1507718 7-Mar-2016 20:07
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Unfortunately back at 200/20 again as of this morning.  I'm sick of this, you need to get your act together Spark.  I'm not going to post anything further here, I will now take my business to another provider.


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  Reply # 1507724 7-Mar-2016 20:18
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gareth41:

Unfortunately back at 200/20 again as of this morning.  I'm sick of this, you need to get your act together Spark.  I'm not going to post anything further here, I will now take my business to another provider.



@gareth41 Have you sent @cbrpilot another DM advising the speed is back at 200/20 I am sure he will more than happy to take another look,

675 posts

Ultimate Geek
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Spark NZ

  Reply # 1507750 7-Mar-2016 21:13
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Hi Gareth, I don't have my laptop with me tonight, so I cannot fix it tonight.

 

I will take a look at this tomorrow morning.  The helpdesk may be a faster channel for getting this fixed pronto.  Keen to understand what has happened here so that we can prevent it occurring again.





My views are my own, and may not necessarily represent those of my employer.



607 posts

Ultimate Geek
+1 received by user: 28


  Reply # 1507798 7-Mar-2016 22:17
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cbrpilot:

 

Hi Gareth, I don't have my laptop with me tonight, so I cannot fix it tonight.

 

I will take a look at this tomorrow morning.  The helpdesk may be a faster channel for getting this fixed pronto.  Keen to understand what has happened here so that we can prevent it occurring again.

 

 

 

 

Thanks Dave, no problem.  I'll give Spark some more time to get it right, just can get a bit frustrating.  I went to transfer some files to my site-host VPS and that's when I noticed.

 

FYI, this may or may not help in pin pointing the problem.  Everything was ok for a short time this morning at around 9.30am then I was suddenly offline, ppp was disconnected and came back again after a couple minutes, so i'm assuming this is when it happened.


675 posts

Ultimate Geek
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Spark NZ

  Reply # 1507937 8-Mar-2016 09:58
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Hi Gareth, I've sorted the line back to 200/200 now.  So you should be up and going at full speed.  The issue only occured at 19:09 last night, so nothing to do with the connection restart that happened at 0952 yesterday morning.  Not sure what caused the connection to bounce briefly, all I can say is that it wasn't anything at our end.

 

I have asked @Wheelbarrow01 to look into your inventory from end to end to ensure that this does not happen again.  My apologies for the inconvenience here!.

 

 





My views are my own, and may not necessarily represent those of my employer.



607 posts

Ultimate Geek
+1 received by user: 28


  Reply # 1508403 8-Mar-2016 19:30
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Yes, Thanks Dave, I can confirm its back at 200/200 again.

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