How long does change of fibre plan take?

Forums › Spark New Zealand (including Skinny and BigPipe) › How long does change of fibre plan take?

ALTRON

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#247958 5-Mar-2019 09:07

Last week I changed the 50Mbit fibre plan im currently on to 100Mbit. The site said it would be changed over today march 5th but no sign of 100Mbit

Its my flatmates account so I don't have access to it, just an account number.

Does it take weeks or do I have to see out the rest of the current 50Mbit month plan before it changes over?

Linux

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#2191078 5-Mar-2019 09:11

Speed change should be very quick longest 24 hours

ALTRON

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#2191079 5-Mar-2019 09:16

Thanks

Something must of gone wrong somewhere.

My flatmate isnt too good with "the internet things" so i'll have to try and get account login credentials from her.

Delphinus

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#2192583 6-Mar-2019 21:37

Piggy backing thread, same question. Requested a plan change from fibre basic to gigatown for a friend. However first date choice was 15th March (next billing period).

ALTRON

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#2192590 6-Mar-2019 21:45

All good as it changed over yesterday.

Over two weeks to change over is pretty questionable I reckon.

hio77

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#2192594 6-Mar-2019 21:49

@Delphinus please DM me your order number.

@ALTRON please also DM me your order number, i know it's resolved for you now but i'd like to look into what went wrong to cause delays.

Chorus speed changes happen soon as they do their side of provisioning (normally same day)

Most other LFC's are close in timing, but can delay at times.

A simple speed change taking longer than a day or two i'd say absolutely should be checked out.

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hio77

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#2192641 6-Mar-2019 22:12

OK, looking at the first example, something may be astray.

I've gotta look into this further in the morning.

@ALTRON am keen on your example still apologies for missing this thread.

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Delphinus

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#2192642 6-Mar-2019 22:14

Amazing service, thanks hio77!

AKLWestie

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#2192650 6-Mar-2019 22:26

Not sure it is related or not, but i am having a similar problem with Bigpipe.
I requested a plan change after logging into my account on Monday evening. The web page said it will be done in 24 hours.

This afternoon (more then 36 hours later) I still heard nothing. Tried to contact them via the chatbot but it was completely useless.

Then I use their contact us page to log an “account related” enquiry, as there is no specific option for plan change enquiry. About three hours later got an email say they receive my change plan request and they just actioned it.

I replyed and asked how long will it take, and they say it depends on Chrous’ schedule. I hope it will happen soon and I hope it will go smoothly.

I am disappointed they did not get back to me within 24 hours as promised. And the chatbot does not allow me to chat with a real person which is painful.

hio77

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#2192687 6-Mar-2019 22:36

AKLWestie: Not sure it is related or not, but i am having a similar problem with Bigpipe.
I requested a plan change after logging into my account on Monday evening. The web page said it will be done in 24 hours.

This afternoon (more then 36 hours later) I still heard nothing. Tried to contact them via the chatbot but it was completely useless.

Then I use their contact us page to log an “account related” enquiry, as there is no specific option for plan change enquiry. About three hours later got an email say they receive my change plan request and they just actioned it.

I replyed and asked how long will it take, and they say it depends on Chrous’ schedule. I hope it will happen soon and I hope it will go smoothly.

I am disappointed they did not get back to me within 24 hours as promised. And the chatbot does not allow me to chat with a real person which is painful.

Totally different, runs on a very different platform etc.

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DarkShadow

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#2192710 6-Mar-2019 23:21

AKLWestie:And the chatbot does not allow me to chat with a real person which is painful.

Try typing the word "human" next time if you want a person to help.

hio77

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#2193190 7-Mar-2019 18:50

Pulling back on topic of the spark speed changes.

a fix has been identified, just working out timelines now.

I've updated the orders i have been raised here.

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