Please help! Ongoing issue with Landline after moving address (fibre broadband/landline)

Forums › Spark New Zealand (including Skinny and BigPipe) › Please help! Ongoing issue with Landline after moving address (fibre broadband/landline)

Daylo

123 posts

Master Geek

#277274 5-Oct-2020 09:01

If someone from Spark could DM me that'd be great. I can give more detail there.
The 0800 service is letting me down big time... I have made a number of calls to Spark's 0800 and have gone around in circles. The latest response was asking "do you still need help?". And that is with an open fault/ticket. It's been a 16-day exercise so far and it's pretty poor... :(

Thanks in advance!

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#2579402 5-Oct-2020 09:03

Description of issue here on Geekzone will help

nztim

968 posts

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#2579412 5-Oct-2020 09:20

there are several Spark employees on here, but you need to provide more details of your issue

Daylo

123 posts

Master Geek

#2579419 5-Oct-2020 09:34

It's an interesting journey so far, however...

Prior phone calls querying the move process and booking included some uncertainty from Spark's side about whether we could keep our landline number or not. At least 3 different people have said we can, or can't throughout this journey (we aren't too fussed about changing!)

So, in a nutshell, we scheduled move on the 19th of September.

After move day, it tool 5 days to get broadband working as there' were issues on the day that no one contacted me about. Something to do with the landline number, and mix of an internal software bug at Spark (?). As a result of this "bug" a fix was suggested for our account but that would mean a reset of things (?) and I'd lose my current static IP address (can't have that so said "nope"). Anyway, after a call or two more our broadband/internet/static IP all done (hoorah!). But no landline at this point.

A call or so later, there seemed to be further uncertainty about our landline number, and I was asked to pick a new one from two options. I did that and thought, yay we're getting somewhere. A call later and the next person said "nah you can keep your original landline number, leave it with me". And there seems to be a persistence with keeping it now from Spark's side, but obviously something's not working there, right?

And now, with the latest call/fault ticket (still open) I responded to via email as it was left with "should be good in 24 to 48 hours" and after 3 days I thought I'd reply as suggested by the call centre person. The email response from him/them (2 days later) was "do you still need help?". So as of now, I'm done with the 0800 service... am I being fair?

And so there we go... through various calls prior to the move up until today (I've mad e a few more follow up ones), and with an existing fault still open we still have no landline. I've tried POTS1 and POTS2 on the ONT... no joy. AT least when I lift the handset the POTS1 port lights up, but it's not very conversational.
Also to note is that apparently on one I was advised my faults/calls had been closed as resolved more than once, so had to open new ones. I guess having an internet connection is great, but we're paying for a landline too for family reasons, yet here we are today and it's still not happening.

16 days and counting... sad panda... 😞

nztim

968 posts

Ultimate Geek

Subscriber

#2579424 5-Oct-2020 09:44

Daylo:

It's an interesting journey so far, however...

Prior phone calls querying the move process and booking included some uncertainty from Spark's side about whether we could keep our landline number or not. At least 3 different people have said we can, or can't throughout this journey (we aren't too fussed about changing!)

So, in a nutshell, we scheduled move on the 19th of September.

After move day, it tool 5 days to get broadband working as there' were issues on the day that no one contacted me about. Something to do with the landline number, and mix of an internal software bug at Spark (?). As a result of this "bug" a fix was suggested for our account but that would mean a reset of things (?) and I'd lose my current static IP address (can't have that so said "nope"). Anyway, broadband/internet/static IP all done (hoorah!). But no landline at this point.

A call or so later, there seemed to be further uncertainty about our landline number, and I was asked to pick a new one from two options. I did that and thought, yay we're getting somewhere. A call later and the next person said "nah you can keep your original landline number, leave it with me". And there seems to be a persistence with keeping it now from Spark's side, but obviously something's not working there, right?

And now, with the latest call/fault ticket (still open) I responded to via email as it was left with "should be good in 24 to 48 hours" and after 3 days I thought I'd reply as suggested by the call centre person. The email response from him/them (2 days later) was "do you still need help?". So as of now, I'm done with the 0800 service... am I being fair?

And so there we go... through various calls prior to the move up until today (I've mad e a few more follow up ones), and with an existing fault still open we still have no landline. I've tried POTS1 and POTS2 on the ONT... no joy. AT least when I life the handset the POTS1 port lights up, but it's not very conversational.
Also to note is that apparently on one I was advised my faults/calls had been closed as resolved more than once, so had to open new ones. I guess having an internet connection is great, but we're paying for a landline too for family reasons, yet here we are today and it's still not happening.

16 days and counting... sad panda... 😞

Doesn't sound right, paging @cbrpilot

cbrpilot

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Spark NZ

#2579443 5-Oct-2020 10:26

Hi Daylo, this doesn't sound good :(

Personally I will not have the access etc to sort this out, so trying to find a team mate to help out here. In the mean time can you PM me your details and I will ensure the network side of it is all ok (i.e. the voice connection to/from the LFC is all up and running). Likely the issue is in the voice stack though, so hence I will need to get a team mate to look at that side of it.

Dave.

My views are my own, and may not necessarily represent those of my employer.

Daylo

123 posts

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#2579448 5-Oct-2020 10:37

Many thanks Dave! Message sent 🙂.

hio77

'That VDSL Cat'
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#2579463 5-Oct-2020 11:26

You would have likely been better off just doing a move of address online.

Quite likely the provisioning has been messed up through agents trying to mess with the phone number.
One of those too many cooks in the kitchen situation.

Dave should be able to get it to the right lady to unpick it :)

#include <std_disclaimer>

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

nztim

968 posts

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#2579466 5-Oct-2020 11:35

hio77: You would have likely been better off just doing a move of address online.

Quite likely the provisioning has been messed up through agents trying to mess with the phone number.
One of those too many cooks in the kitchen situation.

Dave should be able to get it to the right lady to unpick it :)

I can't page you anymore :)

rugrat

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#2579469 5-Oct-2020 11:38

From memory it took around three weeks before my landline worked with Spark. Internet failed to provision, so phone wouldn’t work at all and the internet dropped every four hours. They sorted the drop every four hours quick, but getting the landline to work didn’t seem so easy.

If they haven’t changed the ONT’s there’s a light above TEL1 and another above TEL2.

When it wasn’t working TEL1 light was flashing, no light TEL2. When they got it working light went solid green, and only flashed when phone in use. TEL1.

cbrpilot

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#2579649 5-Oct-2020 15:17

Just if anyone was wondering, Daylo has messaged me and we are working on sorting it.

Dave.

My views are my own, and may not necessarily represent those of my employer.

K8Toledo

282 posts

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#2579676 5-Oct-2020 16:35

nztim:

hio77: You would have likely been better off just doing a move of address online.

Quite likely the provisioning has been messed up through agents trying to mess with the phone number.
One of those too many cooks in the kitchen situation.

Dave should be able to get it to the right lady to unpick it :)

I can't page you anymore :)

Join the club.. :P

Linux

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#2579677 5-Oct-2020 16:36

Is the landline number moving out of a LICA?

nztim

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#2579693 5-Oct-2020 17:38

Linux:

Is the landline number moving out of a LICA?

IMHO we are almost now in a 100% VOIP world and LICAs should not exist anymore - all New Zealand numbers should be 100% portable anywhere in the country

It costs no more for an RSP to route a call from your place to your neighbour than it does to route a call to invergargil as the same call goes through the same soft switch

Linux

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#2579695 5-Oct-2020 17:43

nztim:
Linux:

Is the landline number moving out of a LICA?

IMHO we are almost now in a 100% VOIP world and LICAs should not exist anymore - all New Zealand numbers should be 100% portable anywhere in the country

It costs no more for an RSP to route a call from your place to your neighbour than it does to route a call to invergargil as the same call goes through the same soft switch

Well aware of that but the issue comes down to billing for local vs national numbers

hio77

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#2579704 5-Oct-2020 18:26

nztim:
Linux:

Is the landline number moving out of a LICA?

IMHO we are almost now in a 100% VOIP world and LICAs should not exist anymore - all New Zealand numbers should be 100% portable anywhere in the country

It costs no more for an RSP to route a call from your place to your neighbour than it does to route a call to invergargil as the same call goes through the same soft switch

You forget the few neaxs that still don't support 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.

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