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384 posts

Ultimate Geek
+1 received by user: 19


# 211605 3-Apr-2017 20:39
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Location: New Windsor, Auckland

 

Noticed on the 29th that our home line was dead. Called Spark the next morning as I couldn't find any info about this outage on their website.

 

 

 

The help desk informed me that there is a known issue and diverted calls to my mobile. Not too bad I guess. However, we have an old monitored alarm at home and my parents do use their landline so this is still an inconvenience.

 

 

 

12 hours after calling, I received a text to say it would be sorted by 7pm 3rd April (tonight). However, I did not receive any further updates and still haven't heard anything about whether the issue has been sorted or not. Apparently there is a fault at the exchange.

 

 

 

"Confirmation from Spark Support: A Service Technician will be working at the exchange to resolve case # 50734777 between now and 7:00pm on 3 Apr and will contact you if they require access to your premises. For status updates see  www.spark.co.nz/casetracker"

 

 

 

Checking their website shows:

 

 

 

 

 

Case Number:

 

50734777

 

 

 

Phone Number:

 

*****574
Number given to you when you logged the fault

 

 

 

Product Name:

 

Land Line

 

 

 

Status:

 

In Progress

 

 

 

Last Spark Action:

 

Mar 30, 2017 7:02:38 AM

 

 

 

Next Spark Action Due By:

 

Mar 30, 2017 7:02:35 AM

 

 

 

Home/Business access if required:

 

03/04/2017 by 07:00 pm

 

 

 

Any ideas/suggestions on how I can get this sorted?

 

 

 

Thanks.

 

 


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384 posts

Ultimate Geek
+1 received by user: 19


  # 1755982 3-Apr-2017 20:50
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Sigh - finally got through after listening to 20+ mins of painful hold music (yes that's a matter of taste) only to be told that the line won't be fixed until 14th April. However, no update on their site/the casetracker site.

 

Over two weeks to fix? Really?

 

I suppose it is Chorus?


412 posts

Ultimate Geek
+1 received by user: 100


  # 1755990 3-Apr-2017 21:07
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Just wow; when did the SLA stoop to this low...

 

I have seen entire cabinets been replaced in 24 hrs !

 

 

 

 





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


 
 
 
 


4064 posts

Uber Geek
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  # 1755992 3-Apr-2017 21:11
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Wow!

 

Must be something major. The only time I've seen a time frame like this was when a massive lead cable went down and they had to do a fibre overlay.




384 posts

Ultimate Geek
+1 received by user: 19


  # 1755993 3-Apr-2017 21:12
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Lol exactly. Most of us don't rely on the landline these days so it's not too much of a biggie for me personally...But does impact my parents.

More than two weeks is pretty crazy though.



384 posts

Ultimate Geek
+1 received by user: 19


  # 1756285 4-Apr-2017 13:16
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Surprise surprise, the Chorus website now shows that they expect to have this sorted by tomorrow 7pm. Still no word from Spark despite being told they will call me back. Sigh. Telecommunications companies...the focus on communication just isn't there except when it's to drum up new business.


70 posts

Master Geek
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  # 1756523 4-Apr-2017 19:20
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hyperman:

 

Just wow; when did the SLA stoop to this low...

 

I have seen entire cabinets been replaced in 24 hrs !

 

 

 

 

 

 

Said cabinets probably have services with actual SLAs running through them, as opposed to just some old copper network ;)


'That VDSL Cat'
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  # 1756564 4-Apr-2017 19:56
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Hi @ritzlal

 

 

 

I don't handle PSTN (which is what that case number is) however, looking over this case..

 

 

 

however i have looked over the case, looks like a major issue.

 

So, per the case... Initally it was put down to Lighting damage on your cabinet,

 

 

 

This further expanded to the fault being The exchange was flooded, This damaged a 1800 Pair cable that is being repaired.

 

 

 

There is more repairs being carried out, I will be in contact to follow this up however.





#include <std_disclaimer>

 

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


 
 
 
 




384 posts

Ultimate Geek
+1 received by user: 19


  # 1756568 4-Apr-2017 20:03
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hio77:

 

Hi @ritzlal

 

 

 

I don't handle PSTN (which is what that case number is) however, looking over this case..

 

 

 

however i have looked over the case, looks like a major issue.

 

So, per the case... Initally it was put down to Lighting damage on your cabinet,

 

 

 

This further expanded to the fault being The exchange was flooded, This damaged a 1800 Pair cable that is being repaired.

 

 

 

This does appear to be repaired at this point, I will be in contact to follow this up however.

 

 

 

 

Thanks Troy. That's very kind of you to provide some helpful info! Appreciate it. Have a great evening.


'That VDSL Cat'
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  # 1756591 4-Apr-2017 20:28
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 Okay, update for anyone following, I have spoken to @ritzlal with a full update on things.

 

 

 

Very limited amount of customers still affected by this, OP being one of them unfortunately.

 

On the upside, DSL is unaffected - 33 days online!

 

 

 

Due to timing, follow-through on commitment is obviously hanging for now, however another agent within my teams will be following this up first thing and likely be in contact.

 

 

 

my professional hat off, i do have to ask how such a flooding is possible but in an exchange that's another question all together....





#include <std_disclaimer>

 

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


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  # 1756621 4-Apr-2017 21:01
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So long as dsl is working then its all good ;)

 

When the antique lead cables around here got wet it was about a week, and since but since it was between the cabinet and me, My DSL was stuffed for about a week :(





Richard rich.ms

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