Wireless Broadband change of plan refused because of congestion.

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rugrat

1789 posts

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# 243765 30-Dec-2018 22:00

My Auntie is trying to change to Unplan, she is aleady on wireless broadband.

She does not use Netflix or Lightbox so is currently paying for stuff not being used, paying approx $80 for landline and 60GB.

When asking to change plan said area is congested and change of plan is not possible.

I've told my Auntie this sounds like really bad customer service as she is already using spectrum, so when an area is congested no one can change plans - that sounds crazy to me, I understand them not signing up new customers, but locking plan changes?

Is there anything that can be done, all months to date she is below 60GB and unplan will save around $13 a month - does not use Netflix or Light Box.

Or to get a better deal will she need to get fiber with different internet provider, she is currently on wireless as a bit iffy about getting fibre installed and is not a big user, and wireless already set up thought it would be easier for her to get unplan.

She is in South Dunedin.

Linux

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# 2152453 30-Dec-2018 22:44

What does the Chorus address checker say for her address?

John

Linux

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# 2152454 30-Dec-2018 22:47

Sorry just checking she wants to move from Wireless to a fixed solution? I thought unplan was only a fixed solution over xDSL or Fibre

John

rugrat

1789 posts

Uber Geek

# 2152456 30-Dec-2018 23:01

She wish's to stay on wireless, with landline.

She is not very good technically and as I'm not in the same town to help is a bit scared to go with fiber, just if she could change to unplan on her current wireless setup, no changes would have to be made on her part.

Spark is refusing to change plans as area is in a stop sell, even though she is already a wireless customer.

Her current plan comes with free Netflix which she is not using so paying for services not being used under current plan, with unplan can drop the entertainment part of package.

Unplan is available on Spark wireless, just they're not allowing her to change to it as area stop sell.

rugrat

1789 posts

Uber Geek

# 2152458 30-Dec-2018 23:04

Linux: Sorry just checking she wants to move from Wireless to a fixed solution? I thought unplan was only a fixed solution over xDSL or Fibre

John

The one broadband plan with three easy price tiers that you move between based on your monthly data usage. From:

$65 for less than 60GB
$75 for between 60GB and 120GB
$85 for usage above 120GB

You can add a landline to Unplan for an additional $10 per month.

Note: Unlimited on Fibre, restrictions on Wireless.

from: https://www.spark.co.nz/shop/internet/unplan/

hio77

'That VDSL Cat'
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# 2152461 30-Dec-2018 23:29

3 people support this post

if you DM me details i can dig a little more, It's quite possible that sector is among the list that is due to be lifted.

It's not congestion, it's a stopsell - there is quite a difference in the terminology.

There is a valid reason for why upgrades to unplan isn't possible (it's realistically IS an upgrade in capacity utilization not a downgrade - yeah i know, in your auntys current situation the price changes while her usage probably won't change)

Once we are all back in the office (it's the holiday period unfortunately) I'll pass on the feedback, i certainly do understand your frustration with the situation.

Stopsells are actually quite a small proportion of the Fixed Wireless Coverage, While i can't go into detail at this stage I can confirm there are multiple changes on the way for this.

#include <std_disclaimer>

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

tedzart

99 posts

Master Geek

# 2152497 31-Dec-2018 08:47

Hi ... I think I can help your Aunt.
Forget the "Unplan".
Recently I have started loosing my sight and I use the internet less.
I had been on the same 60GB wireless & landline as your Aunt.
Once I managed to get through to Auckland by phone, I explained my usage
decline and difficulty using the computer. Can I change to the "Unplan"?
The Spark tech that I spoke to, suggested that there was another plan
better suited for me. Now I am on 20GB wireless and landline at around $60.00
I must say that the Spark tech did everything for me via phone, new passwords,
new email, so that it is now easy peasy for me. Perhaps this 20GB plan will suit
your Aunt. I understand that the plan is not advertised but is available.
Cheers!

rugrat

1789 posts

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# 2153508 2-Jan-2019 21:22

@hio77 I sent PM on 31st, still showing as unread, was going to wait until Monday but see you've posted in another thread so thought no harm mentioning now.

My Auntie also pointed out that she can upgrade the data limit on her current plan, but again it would be more expensive then unplan.

She uses more then 20 GB a month as downloads to Sky Box on demand programs, had wireless for over a year and only gone over 60 GB's once.

They charged next data plan usage up and refunded lower plan costs that month.

Cheers.

hio77

'That VDSL Cat'
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# 2153516 2-Jan-2019 21:55

rugrat:

@hio77 I sent PM on 31st, still showing as unread, was going to wait until Monday but see you've posted in another thread so thought no harm mentioning now.

My Auntie also pointed out that she can upgrade the data limit on her current plan, but again it would be more expensive then unplan.

she actually would hit the same issue in changing the cap. It needs to go through a process.

Apologies for the delay, as i'm on holiday hadn't pulled the laptop out yet.

I've provided you a bit more detail in DM, there is a process for this that's very easy.

Overall, it's a stopsell yes.

There is a tower upgrade due soon, and i've kicked the ball rolling to see about possibly switching things ahead of that.

#include <std_disclaimer>

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

rugrat

1789 posts

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# 2153537 3-Jan-2019 01:04

Thank you very much.

Have a nice rest of holiday, sorry for the bad timing.