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319 posts

Ultimate Geek
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Topic # 226215 26-Dec-2017 09:38
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Want to have a little rant this morning as my countless phone calls to Spark are getting my no where! Perhaps the powers at be might see this post.


Went into a Spark store last Friday and ordered the 120gb Spark wireless broadband product, this was a gift for my ageing parents who I was visiting north of Auckland for Christmas day, knowing that I would be there to setup for them, I made absolutely certain to request in the Spark store that it would be ready to go over the weekend, in time for Christmas day. 


Wireless broadband modem not connecting, a red light on the Huawei modem shows that its not connecting to the cell tower. 


Over 6 phone calls yesterday, people promising a connection within 4 hours, one rep suggesting the modem was faulty, people promising a return phone call, nothing, na da.


I am fairly understanding, so understood that there was a chance that the service had not been activated at the back end, I was promised that the request had been escalated to the activations team who would be working today, boxing day. 


So again I'm now on the phone checking why the service still hasn't been activated, and going around in circles once again. 


I'm no longer 1 hour north of Auckland, so trying to do this remotely. 


Given the Spark coverage in the area is better than Vodafone, this was the first product I had brought across, with a number of mobiles and other products still with Vodafone. 


 


The now likelihood of any further products being brought across to Spark is now highly unlikely. My first experience dealing with Spark has been a absolute disgrace. 


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  Reply # 1925183 26-Dec-2017 09:44
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Have you rebooted the router?




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Ultimate Geek
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  Reply # 1925186 26-Dec-2017 09:49
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Absolutely, have done so several times.

Have just spoken to another person from Spark who has said that activations on their network can take days, not as the box for the product suggests “just plug in and go”.

 
 
 
 


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  Reply # 1925320 26-Dec-2017 13:44
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you seem to be pushing it in the time frame to try and get a working connection not to mention trying to get support on xmas day.

 

 


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  Reply # 1925322 26-Dec-2017 13:52
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First experience = 'typical'?

 

New connections are often prone to issues which the salespeople cannot predict.  Maybe spark did screw up, but look at the time of year!

 

I understand your frustrations though and where you are coming from. 

 

 

 

 


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  Reply # 1925324 26-Dec-2017 13:55
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I'm not sure this qualifies as typical appalling Spark service.

 

Going by threads on here, I'd suggest this isn't a typical experience at all - most people have a positive experience. I know it's not much consolation to you, but things do go wrong, and Christmas Day is probably the worst day of the year in terms of trying to get it sorted if it's anything other than the most basic of faults - staffing and available skill levels are likely to be far lower than normal.




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Ultimate Geek
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Reply # 1925328 26-Dec-2017 14:08
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Jase2985:

 

you seem to be pushing it in the time frame to try and get a working connection not to mention trying to get support on xmas day.

 

 

 

 

 

 

Was certainly hoping to not need support on Christmas day, hence why I specifically asked at the Spark store where I purchased the product if it would be working for Christmas day. 

 

The wireless broadband product is advertised by spark as "plug in and go", this is plastered throughout their advertising and all over the packaging for the product. Certainly my experience hasn't been plug in and go. 




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  Reply # 1925329 26-Dec-2017 14:11
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RunningMan:

 

I'm not sure this qualifies as typical appalling Spark service.

 

Going by threads on here, I'd suggest this isn't a typical experience at all - most people have a positive experience. I know it's not much consolation to you, but things do go wrong, and Christmas Day is probably the worst day of the year in terms of trying to get it sorted if it's anything other than the most basic of faults - staffing and available skill levels are likely to be far lower than normal.

 

 

Completely agree, wasn't expecting a resolution on Christmas day, albeit was told via phone on Christmas day that the connection would be live within 4 hours. 

 

My post today was as a result of a promise made yesterday by the rep I was speaking to who assured me that the activations team were back onboard today. My continuing to go around in circles today with still no resolution resulted in my post on Geekzone. 

 

The connection has still not be activated. 


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  Reply # 1925330 26-Dec-2017 14:12
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maybe you have experienced an unexpected issue that is causing it to not be plug and go? im sure your experience is far from the norm

 

what address did you use when you signed up?




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  Reply # 1925331 26-Dec-2017 14:14
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Jase2985:

 

maybe you have experienced an unexpected issue that is causing it to not be plug and go? im sure your experience is far from the norm

 

what address did you use when you signed up?

 

 

 

 

The address used was the address where the modem is currently in place. 

 

 


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  Reply # 1925550 26-Dec-2017 22:45
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'That VDSL Cat'
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  Reply # 1925594 27-Dec-2017 10:04
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this is certainly not a typical WBB experience.

 

 

 

Activation is fully automatic, It's designed to be an easy experience to setup.

 

I can't really comment too far on a silver bullet to fix things, WBB i don't have every single ins and outs for yet..

 

Please do DM me a few details and i'll give things a dig from this end.





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Ultimate Geek
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  Reply # 1925602 27-Dec-2017 10:13
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hio77:

 

this is certainly not a typical WBB experience.

 

 

 

Activation is fully automatic, It's designed to be an easy experience to setup.

 

I can't really comment too far on a silver bullet to fix things, WBB i don't have every single ins and outs for yet..

 

Please do DM me a few details and i'll give things a dig from this end.

 

 

 

 

Thanks for the offer of assistance. Pleased to advise that the service was activated yesterday evening. 

 

 


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  Reply # 1925665 27-Dec-2017 11:37
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gmball:

 

hio77:

 

this is certainly not a typical WBB experience.

 

 

 

Activation is fully automatic, It's designed to be an easy experience to setup.

 

I can't really comment too far on a silver bullet to fix things, WBB i don't have every single ins and outs for yet..

 

Please do DM me a few details and i'll give things a dig from this end.

 

 

 

 

Thanks for the offer of assistance. Pleased to advise that the service was activated yesterday evening. 

 

 

 

 

perfect glad to hear it's all working now :)





#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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