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surfisup1000

4858 posts

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#236295 27-May-2018 17:34
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Our UFB connection in tauranga failed... still connected but just no internet.  For some odd reason, the daughters IOS instagram on IOS was OK. 

 

Rebooted everything and still no  internet, but it did connect in the modem webpage so looks like a spark network issue. 

 

I haven't used spark support for years, so i'm thinking they must have an awesome support system in place having had so much time to improve since last time I used them. 

 

Switched the iphone to 4g, went into the spark mobile webpage. 

 

Click through to help/broadband/troubleshoot/fix my broadband.   The spark support page says....

 

      "for fibre you'll need to sign in to myspark to run the test".

 

Is this the stupidest instruction ever!  My broadband is down, so how can I sign into myspark???

 

I just want a phone number, but they have a link 'speak to a tech wizard' which sounds like customer support. 

 

Click that, and it is a PAID service, so cannot use that!!!  And still no phone number. 

 

Under "contact us" they have 'chat with us, book a call, get social, come and see us. I scroll down a while but there are just stuff about call performance and answer times so I cancel that. 

 

I'm sure the phone number must be somewhere but they made it really hidden in their mobile website. 

 

So.... I remember in the old days 123 used to work, gave that a whirl and got through..... a nice foreign answer machine voice tells me their internal support system is down and that i must request a call back. ...........

 

Check our internet again, it has come back up......

 

Spark need to improve their mobile website and put a phone number where it can be easily seen.

 

 

 

One good thing though, this is the first time in years I've had to call support, reliability of fibre is great. 


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hio77
'That VDSL Cat'
12563 posts

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  #2023501 27-May-2018 17:53
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okay so there are a few parts to this.

 

 

 

Fibre being down, Not great. 

 

What you have done on your mobile, is working as intended. It's guiding you through our online diagnostics which requires you to be logged into myspark (myspark will work on any connection be it 4G or the normal fibre connection)

 

 

 

The reason this requires you to login, is we pull details from your account and test your connection directly.

 

Surprisingly large amount of people actually use this while they are not home just to see if their internet/power is up...

 

 

 

 

 

I'm unsure why our IVR has told you the system is down, to quote the IVR itself it says there may be a delay in answering, not that it's down.

 

we do encurage the use of chat (it gets your issue resolved faster afterall than a call on average)

 

 

 

Happy to give your connection a look over anyway if you DM me a few details :)





#include <std_disclaimer>

 

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

 


surfisup1000

4858 posts

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  #2023517 27-May-2018 18:33
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hio77:

 

okay so there are a few parts to this.

 

 

 

Fibre being down, Not great. 

 

What you have done on your mobile, is working as intended. It's guiding you through our online diagnostics which requires you to be logged into myspark (myspark will work on any connection be it 4G or the normal fibre connection)

 

 

 

The reason this requires you to login, is we pull details from your account and test your connection directly.

 

Surprisingly large amount of people actually use this while they are not home just to see if their internet/power is up...

 

 

 

 

 

I'm unsure why our IVR has told you the system is down, to quote the IVR itself it says there may be a delay in answering, not that it's down.

 

we do encurage the use of chat (it gets your issue resolved faster afterall than a call on average)

 

 

 

Happy to give your connection a look over anyway if you DM me a few details :)

 

 

Hey thanks, good info. Didn't know that logging on in mobile would trigger automatic testing against my connection.

 

I did try to sign in, but, my lastpass details were not up to date so log on failed.   On the 'forgot' link, it asks you to enter my name, first and last. The first time, I had a space at the end of my first name, and it comes up with 'invalid'.  Shouldn't the process 'trim' spaces?

 

I  entered my first  and last names correctly but the system couldn't find me on record.  Definitely the correct first and last entered, why don't they do this through the email address if the name database is unreliable?

 

Yep, not sure about the IVR thing, I just had a message that it was experiencing problems or something like that. 

 

All in all, i think just having  a phone number  is still better. Getting people to log in is not great when they cannot actually log on. Or, maybe a link to the support phone number  if the log-on fails???

 

We were out for around 40 minutes or so. All good now though. 

 

 


 
 
 
 


hio77
'That VDSL Cat'
12563 posts

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  #2023523 27-May-2018 18:51
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123 is the phonenumber, always has been and always will be :)

 

The online diagnostic system is actually pretty cool, It's linked into a few providers (UFF sadly doesn't have an API that is responsive enough to pull ONT status yet...)

 

we activated it across all DSL service last weekend.

 

 

 

i can't comment on the online forget password link, will pass the feedback to the online guys to check out though.. It should have prompted you to go to chat.

 

 

 

 

 

 





#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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