Any Spark employee able to help with quick query?

Forums › Spark New Zealand (including Skinny and BigPipe) › Any Spark employee able to help with quick query?

kingjj

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#250585 17-May-2019 11:25

Gidday,

Any Spark employee able to assist with a quick bit of customer support? Relates to an elderly near-deaf female that has been told her phone line will be disconnected (account holder passed away). She's struggling to get a hold of someone to talk to. Will pass on further details in a PM if anyone can pass it on to someone who can assist?

Thanks

tdgeek

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#2239822 17-May-2019 11:28

@Hio77

hio77

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#2239823 17-May-2019 11:29

Can you DM me details, i'll get this to the folk to look after the customer.

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kingjj

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#2239863 17-May-2019 11:35

hio77:

Can you DM me details, i'll get this to the folk to look after the customer.

PM Sent, thanks @hio77

hio77

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#2239873 17-May-2019 12:01

The right folk are now personally taking care of this :)

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kingjj

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#2239925 17-May-2019 12:40

hio77:

The right folk are now personally taking care of this :)

Champion! Very much appreciated 😀

Dingbatt

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#2287730 2-Aug-2019 14:49

@hio77
Rather than start a new thread I will use this one as it is kind of related.

My elderly Mother-in-Law has been switched to a wireless landline. The transfer went fine but as part of the package Call Minder has been activated. It doesn’t provide enough rings for her to get to the phone before CM cuts in.
I found the guide online (Spark Website) to change the number of rings to ‘infinite’ by pressing the # key in menu tree for ring settings.
The problem is I live 4 hours drive away and have been trying to talk family members through the process to achieve ‘infinite’ rings, but the option to set the number of rings isn’t available. They have managed to set the PIN for it but that is about it.
I have been on hold with 123 for about 90 minutes (so much that they seem to be repeating songs) in the hope they may be able to do it remotely but am reaching the end of my patience.

Any GZ Spark staff that could provide some help will be appreciated. The process for a 82 year old who is sight and hearing impaired to get help is hopeless.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

BarTender

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#2287740 2-Aug-2019 15:25

Dingbatt: @hio77
Rather than start a new thread I will use this one as it is kind of related.

My elderly Mother-in-Law has been switched to a wireless landline. The transfer went fine but as part of the package Call Minder has been activated. It doesn’t provide enough rings for her to get to the phone before CM cuts in.
I found the guide online (Spark Website) to change the number of rings to ‘infinite’ by pressing the # key in menu tree for ring settings.
The problem is I live 4 hours drive away and have been trying to talk family members through the process to achieve ‘infinite’ rings, but the option to set the number of rings isn’t available. They have managed to set the PIN for it but that is about it.
I have been on hold with 123 for about 90 minutes (so much that they seem to be repeating songs) in the hope they may be able to do it remotely but am reaching the end of my patience.

Any GZ Spark staff that could provide some help will be appreciated. The process for a 82 year old who is sight and hearing impaired to get help is hopeless.

Wouldn't it just be easier to get Voicemail/Call Minder switched off all together??? It's an add-on service that you don't *have* to have enabled.

As I assume the process of her checking the voice mail box is too complicated for her so it's preferable to just let the phone ring and ring.

Use online chat and ask as the nominated person on the account for Call Minder to be removed.

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Dingbatt

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#2287751 2-Aug-2019 15:44

BarTender:
Dingbatt: @hio77
Rather than start a new thread I will use this one as it is kind of related.

My elderly Mother-in-Law has been switched to a wireless landline. The transfer went fine but as part of the package Call Minder has been activated. It doesn’t provide enough rings for her to get to the phone before CM cuts in.
I found the guide online (Spark Website) to change the number of rings to ‘infinite’ by pressing the # key in menu tree for ring settings.
The problem is I live 4 hours drive away and have been trying to talk family members through the process to achieve ‘infinite’ rings, but the option to set the number of rings isn’t available. They have managed to set the PIN for it but that is about it.
I have been on hold with 123 for about 90 minutes (so much that they seem to be repeating songs) in the hope they may be able to do it remotely but am reaching the end of my patience.

Any GZ Spark staff that could provide some help will be appreciated. The process for a 82 year old who is sight and hearing impaired to get help is hopeless.

Wouldn't it just be easier to get Voicemail/Call Minder switched off all together??? It's an add-on service that you don't *have* to have enabled.

As I assume the process of her checking the voice mail box is too complicated for her so it's preferable to just let the phone ring and ring.

Use online chat and ask as the nominated person on the account for Call Minder to be removed.

Yes, we do want it turned off completely, but that didn’t appear as an option on the website. That was why I tried 123 but gave up after a lengthy period on hold.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

hio77

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#2287754 2-Aug-2019 15:48

Dingbatt: Yes, we do want it turned off completely, but that didn’t appear as an option on the website. That was why I tried 123 but gave up after a lengthy period on hold.

DM me the details and i'll take a look at it. Sounds like some wider learnings could be taken from the feedback here, the folk heading these migrations work pretty close with me now so will see if any of it can be passed along :)

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chevrolux

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#2287755 2-Aug-2019 15:50

Is Call Minder on fibre landline, normal call minder? Accessed at 083210?

If so, you can disable yourself. Dial in, choose options (3 i think), choose 'change notifications, ringing options', choose 'change the number of times your phone will ring', press either # or * (i can never remember, pretty sure its #. You will then get 'your phone will keep ringing and not be answered by call minder'.

Edit: sorry, just saw the distance issue....

Dingbatt

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#2287766 2-Aug-2019 16:00

hio77:

DM me the details and i'll take a look at it. Sounds like some wider learnings could be taken from the feedback here, the folk heading these migrations work pretty close with me now so will see if any of it can be passed along :)

Thanks Hio
Will compose and send dm now.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

Dingbatt

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#2287780 2-Aug-2019 16:29

chevrolux:
Is Call Minder on fibre landline, normal call minder? Accessed at 083210?

If so, you can disable yourself. Dial in, choose options (3 i think), choose 'change notifications, ringing options', choose 'change the number of times your phone will ring', press either # or * (i can never remember, pretty sure its #. You will then get 'your phone will keep ringing and not be answered by call minder'.

Edit: sorry, just saw the distance issue....

Wireless landline.
I have subsequently found another page on the Spark site that says to use 122 (not 083210) for wireless landline.
I did ask the the family member trying to achieve things to use 122 but both are referenced on the page about changing settings.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

Dingbatt

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#2289216 3-Aug-2019 15:37

Resolved thanks to hio77.
I will set up a MySpark account for my MiL as that appears to be the best way to get things done. For elderly customers who don’t even use a cellphone, anything that involves the internet is well beyond them.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996

hio77

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#2289217 3-Aug-2019 15:42

chevrolux:

Is Call Minder on fibre landline, normal call minder? Accessed at 083210?

If so, you can disable yourself. Dial in, choose options (3 i think), choose 'change notifications, ringing options', choose 'change the number of times your phone will ring', press either # or * (i can never remember, pretty sure its #. You will then get 'your phone will keep ringing and not be answered by call minder'.

Edit: sorry, just saw the distance issue....

122 if i remember correctly.

In this case though i simply stripped it back to more of a basic service so it 'just works' rather than having features.

#include <std_disclaimer>

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

Dingbatt

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#2289264 3-Aug-2019 17:42

hio77:
chevrolux:

Is Call Minder on fibre landline, normal call minder? Accessed at 083210?

If so, you can disable yourself. Dial in, choose options (3 i think), choose 'change notifications, ringing options', choose 'change the number of times your phone will ring', press either # or * (i can never remember, pretty sure its #. You will then get 'your phone will keep ringing and not be answered by call minder'.

Edit: sorry, just saw the distance issue....

122 if i remember correctly.

In this case though i simply stripped it back to more of a basic service so it 'just works' rather than having features.

And that is exactly what my MiL needs, a good old fashioned talky phone (and that’s all).

Now I just need to sort someone out to disconnect the backup power pack that has just been recalled by Spark due to a wiring fault.

“We’ve arranged a society based on science and technology, in which nobody understands anything about science technology. Carl Sagan 1996