Hi - Just wanting to know if this is normal for issues with Spark - we have been with them for a number of years and never had this type of issue before and it seems like it is going backwards and forwards and round and round. Apologies for all the info.
VDSL internet is at 69Mbp/s down and 29Mbp/s up. Been at this speed since cabinet was upgraded. Sorry no stats from before issue.
3rd Jan 2018 – Advised by mother in law that landline engaged – picked up handset and no sound. Called Spark who did tests (unplug, re-plug etc) and called tech. Don’t know how long it’s been down.
4th Jan 2018 – Downer came around and replaced master splitter thingy which got landline back – Downer guy left – went inside (had visitors so didn’t check internet until they left). Checked internet and it was on 3Mbp/s down – restarted modem (HG630b) and got a little faster (about 15Mbps). Left it overnight as I am aware that VDSL takes a while to kick in however in the past with power cuts it went straight back to 69Mbp/s.
5th Jan 2018 – Called Spark again Friday evening and logged fault after seeing that stats not great. Tech runs through a lot of tests and by the time he’s finished we’re back on dialup speeds 2-3Mbp/s. He logs a call with Chorus and tells me I should hear from them first thing Saturday (6th Jan).
6th Jan 2018 4pm – had an online chat with Spark asking for an update as we hadn’t heard anything. They emailed Chorus for an update and said they would get back to me.
8Th Jan 2018 12.17pm emailed Spark person for update.
8th Jan 2018 2.58pm received response advising that he had gone back to original Spark tech for update who told him he was still waiting on update from Chorus.
9th Jan 8.52am Called Spark (placed a callback) as still no update – eventually spoke to someone who went through some tests as Chorus says problem must be at customer end. Spark person puts me back to landline person to re-test landline – re-test complete and no issues – transferred back to Spark broadband person – run through a number of tests and also swap in another VDSL modem (TG589vn). Still on dial up with second modem – Spark advises both modems too old and to buy another (they advised me that Chorus recommended that I do this as they believe it's an internal issue at our house - probably the modem). They also tried to tell me that miraculously new people had gone on to the cabinet (which is very close to my house) and made my new line speed 21Mbp/s. I told her I didn't believe her.
Anyway - went to Spark store and purchased a new modem (wife wants this sorted so trying to speed things up rather than waiting 3-5 days for couriered modem - she's not happy since we have two VDSL modems already (one more than she would like)) – got a HG659B. Plugged in and got stats below.
9 Jan 2018 12.18pm Emailed Spark person back (she advised that she would comp the modem if I sent her the receipt) with the receipt and the below line stats picture and asked for a tech to attend – unfortunately got an out of office from her so called Spark.
9 Jan 2018 12:55pm Spoke to another Spark tech (via callback) who did a whole lot of tests and decided that there is an issue (3 modems later with same issue) and is sending out a tech – ETA 24 to 48 hours. This person also confirmed that I should be able to attain close to 70Mbp/s on my connection.
Is this normal service?
Again sorry for the large post. I just wanted to check that I wasn't missing anything here as it seems hard to get things moving to get a resolution.