Landline and internet down for over 2 months - Spark not helping, no idea what to do

Forums › Spark New Zealand (including Skinny and BigPipe) › Landline and internet down for over 2 months - Spark not helping, no idea what to do

z96

6 posts

Wannabe Geek

#198153 28-Jun-2016 14:34

Our line has been down since April, I've called spark several times and they keep telling me the same thing each time, they will check with the service company and that they dont know when it will be fixed. I have no idea what else to do other than call, being neglected like this for 2 months is unacceptable. Someone please help me, tell me what else can be done. If more info is needed I will provide.

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#1582044 28-Jun-2016 14:43

A TON of more info is required. There is just no way a customer is left without service for this long unless something catastrophic has happened with the local infrastructure. Has your local exchange building burnt to the ground?!

z96

6 posts

Wannabe Geek

#1582054 28-Jun-2016 14:54

Ill give some more info. It happened about when the fiber installation works in front of the house finished, suddenly everything was down. We called the next day and they sent a technician that didnt do anything. Since then Ive called several times and they keep telling me the same thing. Several times i was promised "it will be back next week" or "the week after" but nothing. They then redirected our line to a mobile phone, not sure if that affected anything. They then informed us they made a temporary fix but still nothing. Ive been busy for the past few months but now Im free and want to sort it out but have no clue what else to do. Im pretty sure its just our house but i havent checked. Sorry if i sound a bit clueless

kornflake

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#1582299 28-Jun-2016 19:55

Do you have fibre? If not do you have a/vdsl?

kornflake

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#1582304 28-Jun-2016 19:58

Sorry, when you say line can you clarify what you mean by line. that's what my last should have said.

freitasm

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#1582316 28-Jun-2016 20:09

I advise you call Spark, lodge a complaint and get a ticket number for that.

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richms

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#1582319 28-Jun-2016 20:11

What are are you in? That will at least let us know which LFC is responsible for this mess.

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z96

6 posts

Wannabe Geek

#1582368 28-Jun-2016 21:39

Area is Burnside christchurch . we had ADSL and a landline, there were fiber works in front of our house but apparently we still cant get fiber. Im gonna call them tommorow to get some more info then file a complaint. Even after this they still want us to pay the monthly bill. Ridiculous

Is the best place to complain their complaints page or on the phone? I dont want to complain to some call centre overseas I want someone of importance to hear this

kornflake

409 posts

Ultimate Geek
+1 received by user: 56

#1582370 28-Jun-2016 21:44

Do you still have adsl but no pots line or nothing at all and you are posting via mobile 3/4g connection?

Wheelbarrow01

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Chorus

#1582395 29-Jun-2016 00:51

Yes something really does not sound right here - there is no way a fault ticket would be closed without the situation being resolved (and confirmed resolved by the faults team at least test calling you). Can you please send me a private message with your Spark account number and/or fault ticket number, and I will get someone to look into this for you.

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

z96

6 posts

Wannabe Geek

#1582571 29-Jun-2016 12:12

kornflake: Do you still have adsl but no pots line or nothing at all and you are posting via mobile 3/4g connection?

Nothing at all and posting from mobile data or university computers.

kornflake

409 posts

Ultimate Geek
+1 received by user: 56

#1582575 29-Jun-2016 12:24

Not been mean, but you have paid the bill I.e. They haven't cut you off due to an overdue amount.

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z96

6 posts

Wannabe Geek

#1582703 29-Jun-2016 14:52

kornflake: Not been mean, but you have paid the bill I.e. They haven't cut you off due to an overdue amount.

The entire month of April has been paid for, I didn't pay for may or June because we have had no service anyway.

richms

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#1582704 29-Jun-2016 14:53

Have they billed you for it? If you have an overdue amount I wouldnt expect them to be fixing anything for you.

Richard rich.ms

z96

6 posts

Wannabe Geek

#1582712 29-Jun-2016 15:01

richms:
Have they billed you for it? If you have an overdue amount I wouldnt expect them to be fixing anything for you.

weve never had an overdue bill in the past. This issue started in late April which was paid for, we went several weeks with no service at all before they sent the next bill. I only stopped paying after we were ignored for a long time. Do you think this is the wrong thing to do?

richms

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#1582749 29-Jun-2016 15:48

z96:
richms:

Have they billed you for it? If you have an overdue amount I wouldnt expect them to be fixing anything for you.

weve never had an overdue bill in the past. This issue started in late April which was paid for, we went several weeks with no service at all before they sent the next bill. I only stopped paying after we were ignored for a long time. Do you think this is the wrong thing to do?

Umm, yes. if you have an overdue amount you either need to dispute it or pay it, otherwise they will just cut you off and send it to collections.

Richard rich.ms

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