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Topic # 243722 28-Dec-2018 14:37
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I have an elderly relative who is a long-time Spark user. She now has two problems with the Spark VDSL router which was supplied in 2010/2011:

 

  • The router configuration is awry. For example, the router firewall showed as disabled but I wasn't able to enable it when I visited earlier this week.
  • She loses access to her Google Chromecast v2 every day and has to restart the router to see it again. The same applies if I use my Chromecast there - my Chromecast works fine everywhere else I use it including regularly moving around a few networks with a laptop used for presentations.

The Spark rep told her that they would - generously, she thought - sell her a new router for $99 at a 50% discount. He did not try to resolve the router configuration issue which is the more serious concern for me.

 

I'd like helpful ideas for what she should do.

 

I don't think that she is getting good support. But it has been a painful experience every time I speak to Spark on her behalf. The last time was when she moved house a couple of years ago. When I rang up this time there were wait times of over an hour so we took the callback option - no call was returned before I had to leave a few hours later.

 

She could change ISP to save $10-40 a month and maybe get better service. But she is reluctant to change ISP because she is halfway through the one year Netflix offer so she would have to pay a termination fee if she leaves before the end of June.

 

I could instead drop my old router in to save her money but then I have to install it and spend more time supporting her.

 

 


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  Reply # 2151472 28-Dec-2018 14:44
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Ask Spark if you can resign for 12 months and get the latest router or look at changing ISP if they say no

 

John


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  Reply # 2151474 28-Dec-2018 14:49
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As a first step i'd reset that modem, but the sounds of things something is a little confused...





#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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  Reply # 2151494 28-Dec-2018 15:35
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Buy a newer Spark router from Trademe. Then She can still phone Spark to get support for it.

Guessing that fibre is not available? If it is, tell her to switch to fibre. Spark would probably then send her a new router for free.







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  Reply # 2151675 28-Dec-2018 20:53
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Thanks all.

 

Linux: Ask Spark if you can resign for 12 months and get the latest router or look at changing ISP if they say no

 

I did ask her if they had offered a free router with a longer commitment. The rep didn't.

 

 

 

hio77: As a first step i'd reset that modem, but the sounds of things something is a little confused...

 

Yes, I will do that next to see if I can avoid more work.

 

 

 

Aredwood: Buy a newer Spark router from Trademe. Then She can still phone Spark to get support for it.

 

Guessing that fibre is not available? If it is, tell her to switch to fibre. Spark would probably then send her a new router for free.

 

Fibre is on the street but this is a group of company share flats and chances are that nobody else wants fibre.


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