Will Spark replace a potentially faulty router?

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bakery2k

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Topic # 201485 20-Aug-2016 17:40

As described in this thread, I have been suffering frequent disconnections (sometimes more than a dozen per day) of my Spark VDSL for the last two months. I now suspect the router (a "Technicolor TG589vn v2", supplied by Telecom in January 2014) may be the cause of the disconnections, due to:

i) In the last few days, the router has spontaneously rebooted a few times, and

ii) Chorus have worked to improve the line on two separate occasions, but the disconnections are now worse than ever.

Spark have asked whether I have a different router to try - unfortunately I do not. Can I convince Spark to send me a replacement router (or even to lend me one in order to diagnose whether the fault is with the router or with the line) even though I cannot be sure that my current router is faulty?

If not, what other approach can I take in order to get this issue investigated thoroughly?

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Reply # 1614875 20-Aug-2016 18:04

i take it you brought the device outright?

given the device is over 2 and a half years old i doubt there is much spark will do as its out of warranty and given its a cheap device i dont know if you could reasonably expect it to last much more than what is has done.

where in the country are you? maybe someone could lend you one to do some testing

bakery2k

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Reply # 1614882 20-Aug-2016 18:30

i take it you brought the device outright?

The router was supplied free-of-charge when the VDSL connection was first set up. IIRC this was part of a fixed-term (12-month?) contract arrangement.

where in the country are you? maybe someone could lend you one to do some testing

I am based on Auckland's North Shore. If someone nearby does have a spare VDSL router they could lend me, it would be most appreciated.

tdgeek

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Reply # 1614884 20-Aug-2016 18:34

So, for 2.5 years its been fine?

bakery2k

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Reply # 1614886 20-Aug-2016 18:40

So, for 2.5 years its been fine?

Yes. We got the router in January 2014 and the frequent disconnections started in May 2016.

tdgeek

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Reply # 1614888 20-Aug-2016 18:45

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bakery2k:

So, for 2.5 years its been fine?

Yes. We got the router in January 2014 and the frequent disconnections started in May 2016.

Id suggest to borrow anything to down isolation test. You cant really expect Spark to stump up with a modem to try out

Jase2985

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Reply # 1614894 20-Aug-2016 18:58

i have the same modem here you can use to try to see if its the issue or not, im in South Auckland (Mangere Bridge) though

and i think @hio77 has a few and is probably a little closer in west Auckland.

hio77

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Reply # 1614895 20-Aug-2016 19:02

Jase2985:

i have the same modem here you can use to try to see if its the issue or not, im in South Auckland (Mangere Bridge) though

and i think @hio77 has a few and is probably a little closer in west Auckland.

as above, i have a spare NF4V sitting around. My beloved 7390 is currently Active on testing something, but i may be able to pull that out for some test results (fritz is one of the most detailed options for debugging once you dig into everything behind the scenes IMO)

need to get around to adding a TG589 and HG659 to my collection...

#include <std_disclaimer>

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

1101

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Reply # 1615533 22-Aug-2016 10:29

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bakery2k:

i) In the last few days, the router has spontaneously rebooted a few times, and

what more needs to be said ?
its certainly got a fault , even if its not the only cause of the disconnects

huckster

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Reply # 1615567 22-Aug-2016 10:39

bakery2k:

i take it you brought the device outright?

The router was supplied free-of-charge when the VDSL connection was first set up. IIRC this was part of a fixed-term (12-month?) contract arrangement.

where in the country are you? maybe someone could lend you one to do some testing

I am based on Auckland's North Shore. If someone nearby does have a spare VDSL router they could lend me, it would be most appreciated.

Did you get a modem to test? Have a 630b going spare and am on the Shore too.

nathan

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Reply # 1615570 22-Aug-2016 10:47

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under the consumer guarantees act a router is expected to last more than 2.5 years IMHO

esawers

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Reply # 1615589 22-Aug-2016 11:00

You could try signing up to another 1 month contract with them?

Vodafone have sent me a new router in the past for resigning for another 12 months (normally a speed upgrade at the same time)

Jase2985

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Reply # 1615825 22-Aug-2016 14:47

nathan:

under the consumer guarantees act a router is expected to last more than 2.5 years IMHO

thats up to the eye of the beholder. but i think you would be pushing things if its a cheap $99 router and you have been using it 24/7 for the past 2.5 years.

might be a bit different if you were using it 12h a week for that time period

Wheelbarrow01

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Reply # 1615865 22-Aug-2016 15:35

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Current Spark Modem prices:

Spark Huawei 630 modems are $149

Spark Huawei 659 modems are $199

We have a "Meet You Halfway" deal where any existing customer whose modem is out of warranty can get a replacement for half price, with no contract commitment, just by contacting us via 123, our broadband helpdesk, or any Spark retail store.

Alternatively, I have a few Huawei 630 modems at home which I was issued for testing purposes when Spark switched from Thompson to Huawei. I am happy to send one out to the OP to test his connection, and I am happy for him to keep it if it solves the problem. The modems in question are a couple of years old now, but I only used them for a week or two, so they are in as new condition and should work straight out of the box.

If the OP can send me his/her account details along with a courier delivery address I will get one sent out tomorrow at no cost. These modems are not in Spark inventory so I can't offer any sort of warranty, but hey, it's free

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

andrew027

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Reply # 1615918 22-Aug-2016 16:27

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@Wheelbarrow01: We have a "Meet You Halfway" deal where any existing customer whose modem is out of warranty can get a replacement for half price...

+1 for this. I had the TG589 as well and started having problems with it, it wasn't spontaneously rebooting but wifi was constantly dropping out. They sent me an HG659b on the "meet you halfway" deal and all my problems went away, and have stayed away for a couple of years now. IMO it's a good solution.

bakery2k

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Reply # 1616090 22-Aug-2016 22:51

Thank you all for your advice in this thread. Thanks in particular to Jase2985, hio77, huckster and Wheelbarrow01 for the offers to borrow routers in order to test my connection.

Wheelbarrow01, I have sent you a PM.

(Jase2985, I tried to send you a PM on Saturday, but it did not show in my "Outgoing messages". Did you receive a PM from me?)

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