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689 posts

Ultimate Geek


#272018 5-Jun-2020 15:11
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Been with Spark since Telecom days, and I have just had my first problem that I can not seem to have solved :-( 


Short version: I want to give Spark more money but am struggling. Any one here able to help? 




TLDR Version: 


I am currently on the $79.99 unlimited plan wanting to move to the $99.99 plan.


First tried a store on 1st June. First chap in store could not process the plan change, moved it to his manger in store. She was unable to move my plan in-store.  Manager requested I just use the spark app, and request new plan that way, not a problem, said done and would take up to four hours to change, received the email confirmation, happy as.


Tuesday 2nd June, woke up to no change, just left it, thought it might take a full business day. 


Weds 3rd June at about 7pm still no change, so went to online chat, 23mins into that chat i received "I'm encountering an error when trying to change your plan to $99.99", then notes there is a ticket raised on my account from the in store staff on Monday, He would get back to me with an answer. He asked me to wait while he tries to resolve the issue, 52 mins later chat ended as he was unable to change the plan for me. 


Thursday 4th June about 4:30 pm i start another online chat to see if they can help or have an update. 8 mins into chat, I'm told I need to speak to the spark collections team to reactivate my account.  - Note:  at this stage i am very confused, as I was currently on the phone in question thats not active? with a zero balance showing online as its direct debit payment, so was a tad confused. Moments later, I am told " I have successfully processed your request". Great news :-)   11 Mins later in the chat i then get told "I am have some error with my tool here it is hardly lagging" "For easier and fast transaction you can dial up *123" he then says I will get a call back tomorrow morning, chat ends. 


Friday 5th June 8am call up from spark, 14min call ended with the tech telling me cant change the plan as he is receiving "Unwanted errors" at his end. Was told i would receive a phone call from  a superior soon.  Here I am at 3pm with no call back still and still on the $79.99 plan. 











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5287 posts

Uber Geek

  #2499261 5-Jun-2020 19:33
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'That VDSL Cat'
12316 posts

Uber Geek


  #2499265 5-Jun-2020 19:52
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Dm me your details name on the account and contact details. I'll do some digging and have the right folk look.

Sounds to me like there could be a bit of a records issue an agent has tried to work around.

#include <std_disclaimer>


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



689 posts

Ultimate Geek


  #2500628 8-Jun-2020 14:06
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DM sent, cheers. 




hio77: Dm me your details name on the account and contact details. I'll do some digging and have the right folk look.

Sounds to me like there could be a bit of a records issue an agent has tried to work around.

689 posts

Ultimate Geek


  #2506265 17-Jun-2020 09:47
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Plan got moved over to the $99 share plan in the middle of last week, just noticed it when logging in. Brilliant, Went to add my sons prepay over to this as a shared plan.  Could not add his number, got a notification alert when tying to add him saying something along the lines of "this number is already in progress" or something like that, should've screen grabbed it ha. 


Tried to add my wife's number over to this as a share companion too and got a different fault that wouldn't let me proceed. 


Left it for a days to see if it would take a couple days to do the original transfer as requested, in store, and online ( adding my sons number)


This morning I wake up and find an email from Spark saying as I have not added anyone they have moved me back to the $79.99 plan...... SMH




Time to look at what else is out there, the blue crowd is looking better and better every day.. Price is def right too! 

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