It's not Alyse's fault....
Please find below the transcript of the chat session that you initiated on Wednesday, June 15, 2016 11:27:40 AM NZST.
00:00:03 Spark : Question:The Spark supplied Huawei HG659b router is causing me all kinds of problems with wifi. I've spent the last few weeks trying different things in order to reduce/eliminate issues with dropouts and hanging etc, interference, but not getting very far. Help!?
00:11:00 Alyse : Hi Matt, sorry to hear that, let me take a look, can I grab your ph #?
00:11:23 Matt : I don't have a landline
00:12:02 Matt : account number is ******
00:12:07 Alyse : Thanks
00:13:32 Alyse : Have your tried changing the wireless channels. we suggest channels 1. 6 or 11
00:13:57 Matt : yes, i've tried that. no improvement
00:15:11 Alyse : did you try all the channels? have you tried running a wireless analyser in your house to see what channels would be best?
00:16:25 Matt : Yes I have. Currently I have it on channel 9, as I've checked and neighbours have theirs at 1, 6 and 11. Still getting occasional dropouts - very frustrating.
00:17:03 Matt : I think what I'm finding is that the HG659b is just not suitable for our house
00:17:22 Matt : do you have any alternatives?
00:17:53 Alyse : Sorry but that is the best Fibre modem we have
00:19:33 Matt : what if I purchased a different modem that would be more suitable? Would Spark be able to offer a credit on my account to offset it? It's very frustrating to have a nice fibre line and constantly have wifi issues so we can't use it to it's full extent.
00:25:04 Alyse : We can send you a new HG659 to see if that will help, but the modem is suitable to most users and we can't credit you for the modem
00:25:43 Matt : I don't want a new HG659. I want a modem that's suitable for me.
00:28:35 Matt : what can you do to help me?
00:28:42 Alyse : I'm sorry but that is the only modem we can supply
00:33:11 Alyse : At this stage all we can do is offer to replace your current modem with the modem which we supply with at the moment is the same model
00:34:00 Matt : well, I don't think that's going to help me.
00:34:04 Matt : ok, bye