Cannot order fibre connection (availability

Forums › Spark New Zealand (including Skinny and BigPipe) › Cannot order fibre connection (availability - yes)

Kirdog

202 posts

Master Geek

#198583 14-Jul-2016 20:47

Hello there.

Got fibre connection on the street already for ~3 month. But cannot order connection.

>Chorus maps says: "Yes connection speed up to 200Mbps"

>Street are wired with Fibre feed cables on power poles, 3 neighbors are connected already.

>Spark website says: "Wireless Broadband only" (Lol what?)

>Currently i have ADSL2+ connection.

I did call Spark twice and both times they told me wait for call from installation team: waited 1.5 month no calls.

Just dont know where to go/call/write, help required.

And one more qestion: i have currently static IP which i use already for 6 years in this country, i want to keep it, need it for work and games. can i keep it on Fibre?

Warmest regards.

Kir.

Sorry about my English guys :>

Batman

Mad Scientist
29766 posts

Uber Geek

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Lifetime subscriber

#1592836 14-Jul-2016 23:02

That's strange, you can put your order in via telephone call to spark. Did they take your order and then say wait for installation team?

Call them again too ask to escalate,
Or just wait for the spark guys on gz to fit the glitch in the matrix. Hmm ... Deja vu anyone?

Kirdog

202 posts

Master Geek

#1592837 14-Jul-2016 23:10

They said that they can not put me on order, because their system cannot recognize my address, even my house is not existing in their system. They told me that installation team will manually put me in connection and they will call me in 5 working days. I did wait about 40 days, no call. I did 2 attempts via phone calls, both times they can see that my area is Fibre ready but my adress is not recognised.

Btw Western Springs area, which is not "Rural". :)

Sorry about my English guys :>

Zeon

3916 posts

Uber Geek

Trusted

#1592856 15-Jul-2016 00:57

I think it very unlikely you will be able to keep the same IPv4 address (you don't use DNS?). If thats the case and they don't answer your calls switch ISP?

Speedtest 2019-10-14

hio77

12999 posts

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Lizard Networks

#1592857 15-Jul-2016 01:00

kirdog! your back!

fibre atlast, your due for that upload boost you were after all along!

Ild speak to Spark and see if they use the same IP range for UFB and DSL, i suspect not, but you could be lucky.

One of the spark reps here might be able to give you some insight, there is often a delay between fibre being deployed and ISPs being able to connect.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

BarTender

3606 posts

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#1592862 15-Jul-2016 06:18

Static IPs can be moved between access types.
The main issue is it can't be used online on both lines at the same time. So probably the easiest is get UFB on with dynamic ip. Then remove the static off the dsl. Then put the static onto the UFB.
There is even staffers on here that look after static ips so as long as you are polite to people anything is possible.

tdgeek

29749 posts

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#1592885 15-Jul-2016 07:29

If the fibre is processed as an upgrade by the CSR (rather than a new connection) the static should be added, the systems will move it over. Should they not do that, or you prefer to have a new connection, then cancel the DSL separately, we will need to move the static over manually, no problem. If there are any issues re the static, once your fibre is connected, PM me, I will take care of it.

Kirdog

202 posts

Master Geek

#1592919 15-Jul-2016 09:06

Thank you for explaining process with Static IP. Yes obviously i will cancell DSL and i don't need phone line either.

But can you please tell me how to actually get fibre? Because i have tried all the avaliable options and Spark struggle with my address, while other people get connected like in a week/two from actual request. Sorry just dont know how to... :)

Warmest regards.

Kir.

Sorry about my English guys :>

Sharesies

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cbrpilot

955 posts

Ultimate Geek

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Spark NZ

#1592934 15-Jul-2016 09:20

Hi Kir, can you PM me your address and I can get someone to look into why Chorus are saying yes on their website, but we are not saying yes.

Just do be aware that even between the various systems Chorus have you can get different answers etc.

Dave.

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

Wheelbarrow01

1725 posts

Uber Geek

Trusted

Chorus

#1593305 15-Jul-2016 19:02

Hi @Kirdog,

@cbrpilot asked me to look into your fibre ordering problems and sent me your address details. I can advise that the issue you are having is due to your address itself. The street number you gave us (48B) is not a legally valid street address and it does not appear on the Auckland Council rating database - what this means is that it is not recognised as able to have fibre, because all fibre installations MUST have the correct legal address record which is verifiable by a valid Lot & DP number.

Because the street number 48B is not in the Auckland Council database, it is also not in the Spark address database. The only way to have it added is for us to ask our address management team to create it, however they cannot do this without a valid Lot & DP number being supplied. I called Auckland Council and queried your address. They advised me the plot of land your address sits on has one building split into 4 legal dwellings with two street frontages. Two of the units are accessed off the other street, and two units are accessed from your street. The two street numbers for your street are 48 and 48A - Auckland Council advises there is no 48B. Google streetview only shows 2 letterboxes which tends to back this up. It is possible that one of the existing units (48 or 48A) may have been split in two to create the unit you live in, but if so, this has possibly been done without Auckland Council's knowledge or consent. If you are renting, I strongly suggest you contact your landlord and ask if your dwelling is permitted, and if so, ask them to supply you with the LOT & DP number from their rates bill. If you own your unit, you can view your Lot & DP number on your own rates bill, and can send me a private message with those details so I can investigate further. I am hoping there is just a mix up, and that your actual unit is 18 or 48A (it could be just the letterbox numbering which is wrong).

The above is just your first problem unfortunately.....

The second issue is that I checked all 4 valid unit numbers of your building for fibre availability in the Chorus ordering tool, and they all show that fibre consent for your entire building has been declined. This means that the owner of at least one unit in your building has refused to allow Chorus to install fibre services anywhere in the building. This must be overturned before Chorus can do anything. The only way to do this is to convince the owner who said no to change their mind.

So in summary, the only way you will ever be able to have fibre installed is to ensure your unit is legal (and has the necessary Lot & DP number) and then secondly, the consent issue for the entire building will need to be resolved. Neither of these are easy tasks, but certainly not impossible. I am happy for you to message me directly if you need further clarification.

[EDIT: In regards to your static IP, none of our current residential fibre plans include a free static IP address - they are $15 per month. If you are on one of our selected old ADSL plans which came with a free static IP, you can carry the static IP over to your new fibre connection, but it will no longer be free. You may need to factor this in]

Thanks,

Simon

Digital Implementation Lead

Spark Broadband Provisioning

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

tangerz

625 posts

Ultimate Geek

#1593444 16-Jul-2016 08:55

Wheelbarrow01:

The second issue is that I checked all 4 valid unit numbers of your building for fibre availability in the Chorus ordering tool, and they all show that fibre consent for your entire building has been declined. This means that the owner of at least one unit in your building has refused to allow Chorus to install fibre services anywhere in the building. This must be overturned before Chorus can do anything. The only way to do this is to convince the owner who said no to change their mind.

This is the kind of thing that really shouldn't be allowed to happen. Hopefully the new regulations will put an end to it!