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MarkSW

43 posts

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#238087 2-Jul-2018 19:10
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Almost a week ago I re-signed a 12 month contract with Spark. Got the Netflix deal and a good deal on the Fibre Max plan. Order was put through and the job appeared in my Spark account. I was told that it would take a day or 2 for the changes to go through.

 

After this everything went downhill. 2 days later the job still appeared as Submitted in the Fiber Order Tracker. I contacted Spark and was told that there was an error with the order and that it would have to be submitted again. The order then showed Pending Cancel in the Fiber Order Tracker and apparently the new order cannot be submitted until the Pending Cancel order is removed, which they cannot do as apparently it has "glitched" and cannot be removed and that is where it still sits today. Support has been great but there appears to be a distinct lack of communication between the different departments to rectify this issue.

 

I have been with Spark on and off for over 10 years and this is not the first time Spark has dropped the ball with me (they once lost my landline number for 3 weeks due to a "glitch") and probably won't be the last but they need to definitely up their game in a lot of areas like Support as having queue times of an hour or more is frustrating even with their call back service.  They have deteriorated significantly since I first joined them.

 

 

 

Mark


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hio77
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  #2047860 2-Jul-2018 20:42
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Hey Mark,

 

 

 

can you DM me details? I'll have a look.

 

seems weird it would go into canceled state, i suspect there has been a valid error made and corrective steps were not as smooth as one would have liked.

 

 

 

on the other hand, it could absolutely be system related. in which case there are folk who would take this on sitting not far from me.

 

 

 

 

 

Move Queues aren't flash right now, i'd recommend online, however it sounds like you have already been there :)





#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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MarkSW

43 posts

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  #2049039 4-Jul-2018 14:31
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PM sent with details early yesterday morning and this morning again - no response.


MarkSW

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  #2049258 4-Jul-2018 21:03
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Spark Customer Resolutions have got the ball rolling on this. Hopefully sorted by tomorrow.




hio77
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  #2049585 5-Jul-2018 10:39
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Hey Mark,

 

 

 

Per our conversation last night and yours with resolution folk, Looks like this is all sorted now :)

 

about 9.15 this morning you should have had a minor drop of connectivity while profiles switched.

 

 





#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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