Hotline to the Spark provisioning team please?

Forums › Spark New Zealand (including Skinny and BigPipe) › Hotline to the Spark provisioning team please?

josephhinvest

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#242418 27-Oct-2018 15:57

Is there any way to contact directly the Spark provisioning team?
Need to get through ASAP please, and help much appreciated.

Thanks,
Joseph

PM would be fine if you don’t want to put a number out in the world.

Goosey

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#2115059 27-Oct-2018 16:24

What seems to be the issue?

josephhinvest

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#2115060 27-Oct-2018 16:26

Goosey:
What seems to be the issue?

Nearly two week outage of VDSL has been resolved by switching to ADSL.
However, now the fault has been resolved, I’ve been switched back to not-working VDSL until I can get through to the provisioning team to get my account switched to ADSL.

Cheers,
Joseph

RunningMan

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#2115061 27-Oct-2018 16:26

Goosey:

What seems to be the issue?

https://www.geekzone.co.nz/forums.asp?forumid=39&topicid=242329

quickymart

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#2115064 27-Oct-2018 16:43

Start by calling the helpdesk first.

josephhinvest

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#2115065 27-Oct-2018 16:45

quickymart: Start by calling the helpdesk first.

Yes have done this, their queue is so long it only estimates “later today”

MichaelNZ

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#2115066 27-Oct-2018 16:50

josephhinvest:
quickymart: Start by calling the helpdesk first.

Yes have done this, their queue is so long it only estimates “later today”

It continues to amaze me the masses continue to deal with ISPs who treat them like this. Find a new ISP. Plenty to choose from.

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers

josephhinvest

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#2115083 27-Oct-2018 17:52

Ok under two hours later have spoken to them and the change has been requested.
Unlikely to be sooner than Tuesday.
Smash head on desk for two more days.

Equinox IT

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freitasm

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#2115094 27-Oct-2018 18:38

And when done change ISPs. 2degrees FTW.

hio77

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Lizard Networks

#2115432 28-Oct-2018 15:32

freitasm:

And when done change ISPs. 2degrees FTW.

Not really a provider issue as much as a when do chorus complete service orders issue.

our provisioning teams are not front facing for obvious issues, Front line can very easily put things inplace though..

#include <std_disclaimer>

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

sonyxperiageek

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#2115444 28-Oct-2018 16:08

hio77:
freitasm:

And when done change ISPs. 2degrees FTW.

Not really a provider issue as much as a when do chorus complete service orders issue.

our provisioning teams are not front facing for obvious issues, Front line can very easily put things inplace though..

"Front line can very easily put things inplace though...." when you get through to them 24 hours later!

Sony

hio77

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#2115445 28-Oct-2018 16:12

sonyxperiageek:

"Front line can very easily put things inplace though...." when you get through to them 24 hours later!

In this case, the actual request was put through straight away when requested.

Unfortunately spark can no nothing to speed up a task that chorus is required to complete.

#include <std_disclaimer>

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

MichaelNZ

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#2115447 28-Oct-2018 16:16

hio77:

Not really a provider issue as much as a when do chorus complete service orders issue.

our provisioning teams are not front facing for obvious issues, Front line can very easily put things inplace though..

You mean when they get around to answering the phone?

josephhinvest:

Yes have done this, their queue is so long it only estimates “later today”

I rarely have to wait more than a minute or 2 for my ISP to answer the phone.

PS: What are the "obvious reasons"?

WFH Linux Systems and Networks Engineer in the Internet industry | Specialising in Mikrotik | APNIC member | Open to job offers

hio77

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#2115452 28-Oct-2018 16:29

MichaelNZ:

You mean when they get around to answering the phone?

I can't speak for Queue times, I'm not on front line nor do i manage them.

What i can confirm though, is there is tons of self service options and dedicated Resolve chat agents that often are available for taking chats.

MichaelNZ:

I rarely have to wait more than a minute or 2 for my ISP to answer the phone.

PS: What are the "obvious reasons"?

Personally i don't call at peak time, and i get through to an agent near instantly.

I'm not going to drill all the into reasons, but this thread is a key example. While i understand the frustration, speaking to a backoffice person who is simply going to send through an order to chorus to complete is not going to achieve anything but delay other customer's issues being looked at.

As mentioned earlier, for this sort of work chorus tend to complete it on weekdays.

#include <std_disclaimer>

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

Chorusnz

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#2115807 29-Oct-2018 09:22

hio77:

freitasm:

And when done change ISPs. 2degrees FTW.

Not really a provider issue as much as a when do chorus complete service orders issue.

our provisioning teams are not front facing for obvious issues, Front line can very easily put things inplace though..

I just want to drop my 2 cents in here. The ‘Broadband Change Plan’ request only came through to us at 10:30pm last night. Our provisioning team don’t work Sundays, but they did start at 7 this morning. The service was switched over to ADSL at 8:01 am this morning.

Once the request hit our queue yesterday, we scheduled it for the next morning and followed through.

@ josephhinvest: the line is testing fine this morning. Your broadband service should be good to go from our end.

^Richard

freitasm

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#2115814 29-Oct-2018 09:37

I don't have a problem with Chorus work being in a queue.

I do have a problem with an ISP that takes two hours to answer a call.