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Saucelot

3 posts

Wannabe Geek


#204415 30-Sep-2016 17:56
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Hello everyone,

Recently I've signed up for a fibre connection with spark, but on the phone they told me it will be a couple weeks before they are able to send a technician over. In the meantime they have signed me up with a temporary ADSL connection. 2 days ago I received a text from their technician saying that the connection was up and running, and yet when I plug my modem in and attempt to connect I cannot. I have called them multiple times and gone through the same process, checking the modem, restarting, etc.. They are insisting it is not a problem on their end, however I find it hard to believe. Now they want to charge me $140 for a tchnician to come out and check the connection when I have a strong suspicion the problem is on their end. Has anyone else experienced something like this?

A couple things to note:

1) On my spark page I cannot see my plan details, and when I asked the spark rep on the phone they said they didn't know why that was the case

2) I am using the HG659b modem they sent me, the modem lights are displaying as if the Internet is working, which seems to confuse the spark reps.

3) The spark rep asked me to turn off the modem, and when I did she said that the Internet connection was still active. Could this be an issue with a previous tenants Internet still being active? I moved into this place a week ago.

Thanks in advance.


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toejam316
1125 posts

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  #1643412 30-Sep-2016 17:59
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Probably your line is intact to the port assigned to the previous customer, which will give you a DSL connection, but no internet. Just call and ask Spark to check if they can see your modem connected, and how fast it's going, then compare it with what your modem says in the information page. I reckon it'll be different.




Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.


Saucelot

3 posts

Wannabe Geek


  #1643420 30-Sep-2016 18:12
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Hmmm okay, will ask them about that.
Is this something that can be fixed on their end or will I have to end up getting the technician in?
Thanks!

yitz
1695 posts

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  #1643427 30-Sep-2016 18:26
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Also try different jackpoints in the property.



Saucelot

3 posts

Wannabe Geek


  #1643452 30-Sep-2016 18:53
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I've just tried all 3 jack points in the property, they all gave the same thing, i.e. modem lights displaying properly but no internet connection. Could this indicate it is a problem with the modem itself?

n00dy
482 posts

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  #1643573 30-Sep-2016 23:20
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they only charge the $140 if no fault found or if the fault is yours, if the tech cant get it working in your house with the spark supplied equipment then there is not cost or charge to you

cynnicallemon
370 posts

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  #1643641 1-Oct-2016 08:07
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n00dy: they only charge the $140 if no fault found or if the fault is yours

 

Yes folks, you can be charged $140 for what is usually about a 30 minute job. $140 is only what some people earn in a complete day.


kiwifidget
"Cookie"
2633 posts

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  #1643649 1-Oct-2016 08:48
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cynnicallemon:

 

n00dy: they only charge the $140 if no fault found or if the fault is yours

 

Yes folks, you can be charged $140 for what is usually about a 30 minute job. $140 is only what some people earn in a complete day.

 

 

It's even more ludicrous when all they end up doing is something you could have done yourself if only they had told you over the phone.





Delete cookies?! Are you insane?!




Jedsdad
120 posts

Master Geek


  #1643654 1-Oct-2016 09:01
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Spark should be able to see the DSL line drop when you turn off the modem, with the tools they have.

 

If the line does not drop then there is a line issue, possibly the wrong ISAM Port or a jumper wrong in the cabinet or exchange (depends where the ISAM is)

 

If that is the case then there should be no charge if a tech is required to fix any jumper issue or change the ISAM port.

 

 


GregF
52 posts

Master Geek


  #1643684 1-Oct-2016 10:11
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Looping in @Wheelbarrow01 - any chance you can help out Saucelot and/or pass on to right team?


Wheelbarrow01
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Chorus

  #1644489 3-Oct-2016 08:01
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If the OP is still having the issue can they please send me a private message with their Spark account number and/or the order reference and I will look into it.





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


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