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165 posts

Master Geek


#268489 22-Mar-2020 03:41
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Still seeing this on a regular basis.

 

The transcript below was given to me by a client, looks like the reps  use Spark's availability checker for NorthPower areas. Clients house is shown on map.

 

Could Spark please use the NorthPower site- it's far more accurate..?

 

 

 

Cheers :)

 

 

 

 

 

 

 

 


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'That VDSL Cat'
12331 posts

Uber Geek

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Spark
Subscriber

  #2443549 22-Mar-2020 10:31
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heya, pretty sure i've discussed this with you a few times.

 

 

 

this is due to a missmatch in how the values northpower supply show up.

 

Unfortunately in this case, the agent has mistaken the results that they get.





#include <std_disclaimer>

 

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

 




165 posts

Master Geek


  #2443609 22-Mar-2020 12:07
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hio77:

 

heya, pretty sure i've discussed this with you a few times.

 

 

 

this is due to a missmatch in how the values northpower supply show up.

 

Unfortunately in this case, the agent has mistaken the results that they get.

 

Yup I get that, my question is can't the reps go to NorthPower site for info....?


 
 
 
 


859 posts

Ultimate Geek

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  #2443643 22-Mar-2020 12:47
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They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.




165 posts

Master Geek


  #2443889 22-Mar-2020 16:26
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snnet:

 

They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.

 

Vodafone Shop is a retail store, the employees behind the counter are retail sales staff.  They would be the last people to know about service availability.

 

NorthPower are responsible for all new Fibre laid North of Kaipara, on Northpower's site is a fantastic  progress map with up to date information.  I use it regularly, so why not RSP's?

 

 

 

 


859 posts

Ultimate Geek

Subscriber

  #2443905 22-Mar-2020 16:42
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Because they obviously haven't organised the data in a way that can be integrated into telco's systems like other LFCs have. So maybe take it up with Northpower. A CSR isn't going to go to an external web site when they've got something showing information right in front of them -- as they have been trained to look at. 

 

And FYI the tools the retail shops have for availability are the same tools the CSRs have.


5301 posts

Uber Geek


  #2443927 22-Mar-2020 16:59
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K8Toledo:

 

snnet:

 

They're not going to do that when their system spits out info to them and that's what they're trained to look at for any request of that type. It isn't just Spark CSRs that will be getting a mix up - had a customer being told at a vodafone store that their very rural address was fibre ready because they could see chorus dark fibre connecting exchanges and cabinets running along the road outside their house. These kinds of things are just going to happen unfortunately.

 

Vodafone Shop is a retail store, the employees behind the counter are retail sales staff.  They would be the last people to know about service availability.

 

NorthPower are responsible for all new Fibre laid North of Kaipara, on Northpower's site is a fantastic  progress map with up to date information.  I use it regularly, so why not RSP's?

 

 

Kerikeri? Kaitaia?


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