Spark Fibre landline - intermittent inbound call issues

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shermanp

350 posts

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#207678 8-Jan-2017 12:18

Hi all,

So it seems that for the past few weeks we have been hearing reports from others that occasionally they cannot call our fibre landline. They either get a message that the number is currently not in service, or in the case of what happened this morning, not in service tones.

A few weeks ago, I called Spark support, who had a look and basically concluded that there looked to be nothing wrong on their end, and therefore it must be the problem of other providers (the calls I knew about then were from 2degrees and vodafone mobiles).

Mum tried calling in from another (spark) landline this morning, and all she got were the 'not in service/ nonexistent' pips.

The fibre landline has been rock solid for us until the past month or two. The one thing that has changed in the similar time frame was the removal of the copper homeline plan that had been sitting on our account (that should have been removed at the switchover to fibre landline). This may just be a coincidence however.

If anyone has any ideas, or is able to help, it would be much appreciated. The fact that it is intermittent is very fustrating, and it only seems to affect some numbers calling in.

Thank you

kornflake

409 posts

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#1700255 8-Jan-2017 16:34

100% a spark issue,

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gzt

16823 posts

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#1700338 8-Jan-2017 21:52

How long have you had it? I know someone who experienced similar issues after fibre installation. It went on for months. Eventually a tech came out and resolved an issue with the install.

shermanp

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#1700427 9-Jan-2017 09:28

gzt: How long have you had it? I know someone who experienced similar issues after fibre installation. It went on for months. Eventually a tech came out and resolved an issue with the install.

We've (mum and dad) has had Spark fibre for a bit under a year (previously Snap/2degrees fibre).

There was an issue getting the fibre landline provisioned over, but when it was provisioned, all was well.

A few weeks ago (late November or early December), I had a quick look at the bill, and noticed they were still being charged for the copper landline, so dad called the helpdesk to get this stopped. This is the only recent change to the account that I am aware of. It's only since then that we seem to be having this current issue of not receiving some inbound calls.

riahon

946 posts

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#1700431 9-Jan-2017 09:37

Any chance you have restricted incoming calling set up? I can not (by choice) receive calls from anyone with blocked caller ID.

shermanp

350 posts

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#1700434 9-Jan-2017 09:47

riahon:

Any chance you have restricted incoming calling set up? I can not (by choice) receive calls from anyone with blocked caller ID.

No, none of the features are enabled, and we only have the most basic anyway, which does not include call blocking.

Wheelbarrow01

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Chorus

#1700444 9-Jan-2017 09:54

shermanp:

riahon:

Any chance you have restricted incoming calling set up? I can not (by choice) receive calls from anyone with blocked caller ID.

No, none of the features are enabled, and we only have the most basic anyway, which does not include call blocking.

Hi @shermanp

Can you please send me a private message with your landline number? I can have a quick look at the config at our end and see if I can identify anything that could be causing your issue. If I can't find anything I will get someone at our faults team to work out any other possible causes.

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

shermanp

350 posts

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#1700456 9-Jan-2017 10:10

Wheelbarrow01:

Hi @shermanp

Can you please send me a private message with your landline number? I can have a quick look at the config at our end and see if I can identify anything that could be causing your issue. If I can't find anything I will get someone at our faults team to work out any other possible causes.

@Wheelbarrow01, PM sent

Wheelbarrow01

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Chorus

#1700499 9-Jan-2017 12:57

I have identified the problem, however I need to reverse engineer how it happened before I can come up with a solution. I have enlisted the help of some fibre geeks here at Spark, and we'll get it fixed as soon as we can.

For the record, it's a unique problem and not one that I have seen before. Yes, the Spark rep who cancelled the copper service billing did cause the voice issues now being experienced. But that is not to say they did the wrong thing - they acted on information about that phone number that our computer system gave them, but that information was inherently incorrect, so we are trying to work out how the system ended up with that wrong data in the first place.

Apologies to @shermanp for the experience, but we'll get it fixed shortly.

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

shermanp

350 posts

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#1700514 9-Jan-2017 13:56

Wheelbarrow01:

I have identified the problem, however I need to reverse engineer how it happened before I can come up with a solution. I have enlisted the help of some fibre geeks here at Spark, and we'll get it fixed as soon as we can.

For the record, it's a unique problem and not one that I have seen before. Yes, the Spark rep who cancelled the copper service billing did cause the voice issues now being experienced. But that is not to say they did the wrong thing - they acted on information about that phone number that our computer system gave them, but that information was inherently incorrect, so we are trying to work out how the system ended up with that wrong data in the first place.

Apologies to @shermanp for the experience, but we'll get it fixed shortly.

Thank you very much for looking into this.

Wheelbarrow01

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Chorus

#1700732 10-Jan-2017 09:38

We believe we've fixed the call routing issues, which were being caused by corrupt system records. I have asked the OP to test the connection and am just awaiting confirmation that things are back to normal. We've also taken further action to correct the billing so that it is accurate going forward

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

gished

276 posts

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#1701950 12-Jan-2017 11:30

We've had something similar recently where our landland is dead and if you try calling it, it comes back as engaged. The internet keeps working fine. Kinda annoying because it'll drop without any reason and unless we're checking for a dial tone, we're not aware it's dead. The last one we noticed yesterday at about 14:00 and according to Spark had been down since around 22:00 the previous day!

Wheelbarrow01

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Chorus

#1701976 12-Jan-2017 11:51

gished:

We've had something similar recently where our landland is dead and if you try calling it, it comes back as engaged. The internet keeps working fine. Kinda annoying because it'll drop without any reason and unless we're checking for a dial tone, we're not aware it's dead. The last one we noticed yesterday at about 14:00 and according to Spark had been down since around 22:00 the previous day!

Hi @gished

can you please PM me with the phone number and i will have a look. It seems very unlikely to be the same issue - it sounds more like you number is not registering on the fibre network - that would explain the engaged tone and is something I have seen happen before.

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

shermanp

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#1702131 12-Jan-2017 15:43

The problem appears to be all sorted now.

Thanks go to @Wheelbarrow01 for getting on to this quickly for us.