Repeatedly delivered Smart Modem not Smart Modem 2

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Bob T Bunny

6 posts

Wannabe Geek

#299291 26-Aug-2022 16:04

TLDR: Ordered a Spark Smart Modem v2 when moving house, but Spark Smart Modem (not "2") arrived. After repeated calls to Spark, another exactly the same has arrived. How to I get a Smart Modem 2 ?!?!?!?

(Apologies if this gets a bit ranty by the end)
I moved house (fibre at both locations) and was only given the "option" to purchase a new modem; Spark Smart Modem v2. Single radio button on the web page, already selected when the page loaded. No way to deselect it. So I did some research, found various Spark web pages that showed the specs of the Spark Smart Modem 2 (as opposed to the Spark Smart Modem, the only other option), and some pages here saying the Smart Modem 2 is good for fibre. I also want a mesh setup, so purchasing a single Mesh 2 to add on to it is good (the Smart Modem doesn't act as a mesh base, so you need 2x "Mesh 2" add-ons. The Smart Modem 2 only needs 1x "Mesh 2" unit).
So I think to myself, ok, if I'm going to be forced to buy a modem, it looks like a decent one for a good price.

What turned up was a "Spark V9517 Smart Modem - White PRS". A4-sized, flat front, not the tubular Smart Modem 2 shown on the Spark web pages.

- Phoned Spark the day it arrived, was told I'd need to wait until the move was complete, plug the modem in, then call to log a fault. Okie dokie.

- Moved in, plugged in modem (yesterday), it went online fine. Rang faults, they suggested taking it to a Spark store to get it swapped. Sure thing.

- Took it to the local Spark store. They wouldn't touch it because I'd plugged it in and they didn't sell it to me; it came from the central system. Hmmmm.

- Rang Spark back, helpful rep organised to send out another Smart Modem 2. 3 hours later I get the email confirmation, it's the same model being sent out as I've already got - Spark V9517 Smart Modem - White PRS.

- After seeing the confirmation email (still yesterday) I rang Spark back, different helpful rep looked at some documentation, and found that the "Smart Modem 2 is only offered to people on wireless broadband. Customers already on fibre will be offered the Smart Modem."

Yes indeed, the exact same model V9517 Smart Modem has just arrived on my desk.

Perhaps the Smart Modem v2 is different to the Smart Modem 2? The Spark support team don't seem to be aware of that though, and the Spark web pages - including the various quick start guides - don't mention "v2" on any of them; just "Smart Modem" or "Smart Modem 2"

Since I was forced to purchase the upgrade, I want the best I can get that will suit my needs, not the old stock that they're trying to get rid of. How do I get through to a support person who can get the Smart Modem 2 I believe I ordered? I've already spent an hour on the phone and traveling to store, it's getting very frustrating as the support people don't seem to have the option to send me what I ordered.

Thanks,
Bob T

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20164 posts

Uber Geek

#2959876 26-Aug-2022 16:11

Isn't the smart modem 2 only for mobile broadband, although it says it is also capable of fibre, although I don't recall seeing it say that previously? I just got a new one and think it is just the smart modem. Is there much difference anyway? I see teh smart modem 2 looks like it may have better wifi as it does ax and says it as a 4500 sq foot wifi coverage

Spyware

3764 posts

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Lifetime subscriber

#2959877 26-Aug-2022 16:12

Sometimes you end up down a rabbit hole.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

quickymart

13968 posts

Uber Geek

ID Verified

#2959887 26-Aug-2022 16:17

The Smart Modem 2 is indeed only for wireless broadband - I was looking at upgrading my Smart modem a while ago and asked as well, but that's what they told me. So, if you have fibre, the non-2 one is the modem you get at the moment.

Bob T Bunny

6 posts

Wannabe Geek

#2959891 26-Aug-2022 16:18

mattwnz:

Isn't the smart modem 2 only for mobile broadband, although it says it is also capable of fibre, although I don't recall seeing it say that previously? I just got a new one and think it is just the smart modem. Is there much difference anyway?

The web page doesn't say "only for mobile broadband" anywhere that I can see. The order I placed clearly says "Smart Modem v2" so that's what I expected to turn up.

For my needs, the Smart Modem requires 2x mesh add-ons ($159 ea) whereas the Smart Modem 2 only requires one.

mattwnz

20164 posts

Uber Geek

#2959911 26-Aug-2022 16:37

quickymart:

The Smart Modem 2 is indeed only for wireless broadband - I was looking at upgrading my Smart modem a while ago and asked as well, but that's what they told me. So, if you have fibre, the non-2 one is the modem you get at the moment.

I see it does now say the following on their website , which makes me wonder if it will end up replacing the flat smart modem one. The naming is a bit confusing anyway, as the 2 implies it replaces the 1. I think I would have preferred the 2 compared to the 1 based on it's specs, plus it looks better. I did look at this myself a month ago when I got my replacement, but I am sure it only said it supported wireless broadband back then and not fibre.

Hybrid technology
The Spark Smart Modem 2 can be used for either Spark Fibre or Wireless Broadband connections.

mattwnz

20164 posts

Uber Geek

#2959916 26-Aug-2022 16:41

Bob T Bunny:

mattwnz:

Isn't the smart modem 2 only for mobile broadband, although it says it is also capable of fibre, although I don't recall seeing it say that previously? I just got a new one and think it is just the smart modem. Is there much difference anyway?

The web page doesn't say "only for mobile broadband" anywhere that I can see. The order I placed clearly says "Smart Modem v2" so that's what I expected to turn up.

For my needs, the Smart Modem requires 2x mesh add-ons ($159 ea) whereas the Smart Modem 2 only requires one.

If that is what they say you should have been provided with, and it will work on fibre, then they should provide it IMO

evnafets

537 posts

Ultimate Geek

Lifetime subscriber

#2959917 26-Aug-2022 16:42

Bob T Bunny:

The web page doesn't say "only for mobile broadband" anywhere that I can see. The order I placed clearly says "Smart Modem v2" so that's what I expected to turn up.

Indeed, the Spark Smart Modem page clearly states "The Spark Smart Modem 2 can be used for either Spark Fibre or Wireless Broadband connections."

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

skewt

750 posts

Ultimate Geek

#2959924 26-Aug-2022 16:58

You can plug in multiple spark smart modem 1s and they create a mesh

I set this up for someone using a cable to link them but it also allowed wifi link
Shows up in the menu and automatically copies Wi-Fi settings

Bob T Bunny

6 posts

Wannabe Geek

#2959932 26-Aug-2022 17:20

skewt: You can plug in multiple spark smart modem 1s and they create a mesh

I set this up for someone using a cable to link them but it also allowed wifi link
Shows up in the menu and automatically copies Wi-Fi settings

Does that actually create a proper mesh, or just 2x APs with the same settings with an "ugly handover when it gets out of range"?

And was it the older or newer version of the Smart Modem? One of the Spark techs I spoke to said the mesh extenders worked with the old Smart Modem (1) but not the newer ones, which implies the older ones had proper mesh capability but it got dropped later. The conversation with that tech was where I came up with the theory that, internally, Spark might call the current iteration of the Smart Modem, Smart Modem v2, which might be different to the Smart Modem 2 (they might still be on v1 of the Smart Modem 2). Confusing much?!?

But I still hold that there's nothing on their web site stating that there's a difference, so when I ordered the Smart Modem v2, I should have received a Smart Modem 2.

Cheers,

Bob T

gzt

17157 posts

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Lifetime subscriber

#2959937 26-Aug-2022 17:46

Bob T Bunny: After repeated calls to Spark, another exactly the same has arrived. How to I get a Smart Modem 2 ?!?!?!?

I have no idea if you need one. Personally, I usually order from Spark and pick up in store. If you're really lucky it can all be done in store but I don't recommend trying. It's far smoother to sort it out on the phone or chat then go pick up.

skewt

750 posts

Ultimate Geek

#2959943 26-Aug-2022 18:03

Bob T Bunny:
skewt: You can plug in multiple spark smart modem 1s and they create a mesh

I set this up for someone using a cable to link them but it also allowed wifi link
Shows up in the menu and automatically copies Wi-Fi settings

Does that actually create a proper mesh, or just 2x APs with the same settings with an "ugly handover when it gets out of range"?

And was it the older or newer version of the Smart Modem? One of the Spark techs I spoke to said the mesh extenders worked with the old Smart Modem (1) but not the newer ones, which implies the older ones had proper mesh capability but it got dropped later. The conversation with that tech was where I came up with the theory that, internally, Spark might call the current iteration of the Smart Modem, Smart Modem v2, which might be different to the Smart Modem 2 (they might still be on v1 of the Smart Modem 2). Confusing much?!?

But I still hold that there's nothing on their web site stating that there's a difference, so when I ordered the Smart Modem v2, I should have received a Smart Modem 2.

Cheers,

Bob T

Shows up like this in the web interface, seems to handover and work fine in the situation I installed it but may be an unsupported configuration

Wheelbarrow01

1726 posts

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Trusted

Chorus

#2960054 26-Aug-2022 23:31

I'm sure one of the knowledgeable people from Spark who frequent the forum will respond when they see this thread, but just in case they miss it for some reason, I have sent the thread to one of my contacts at Spark. Either way, I am confident you will get an answer shortly 😃

The views expressed by me are not necessarily those of my employer Chorus NZ Ltd

Bung

6496 posts

Uber Geek

Subscriber

#2960071 27-Aug-2022 00:54

Bob T Bunny:
And was it the older or newer version of the Smart Modem? One of the Spark techs I spoke to said the mesh extenders worked with the old Smart Modem (1) but not the newer ones, which implies the older ones had proper mesh capability but it got dropped later. The conversation with that tech was where I came up with the theory that, internally, Spark might call the current iteration of the Smart Modem, Smart Modem v2, which might be different to the Smart Modem 2 (they might still be on v1 of the Smart Modem 2). Confusing much?!?

But I still hold that there's nothing on their web site stating that there's a difference, so when I ordered the Smart Modem v2, I should have received a Smart Modem 2.

Cheers,

Bob T

Spark are very careless with their descriptions. There are 2 versions of both Smart modem and mesh extenders.

If you have a Spark Smart Modem 2, you'll only need one Spark Smart Mesh (2) to expand your WiFi coverage. With other modems, including the original Spark Smart Modem, you'll need at least two Smart Mesh (2) units.

AFAIK Smart Modem 1 & mesh 1 are similar.

At the time I had to buy one (thanks Unplan, that didn't last long) a Smart Modem 1 was ~$109.

Bob T Bunny

6 posts

Wannabe Geek

#2961054 30-Aug-2022 09:31

Thank you to everyone who replied.

With the help of the friendly team at the local Spark store, I am returning the original Smart Modem and the replacement one that was sent out. I've gone for a Huawei Q2 Pro hybrid mesh 3-pack, for the same price as the Smart Modem I was forced to buy through the move process and Smart Mesh 2 (thank you PB Tech for the well-timed sale!)

If anyone from Spark does read this, please put better explanations on the products on the web site! From what I can gather with the 90 minutes I've spent on the phone and in store about this:

The Smart Modem v2 is actually version 2 of the Smart Modem, not the Smart Modem 2. Find some way to distinguish it better on the web site and through the "move house" page.
On the sales pages of the web site for the Smart Modem 2, put a decent note saying that it is only available to wireless broadband customers, and not customers on fibre.
Since most new customers probably connect with fibre, make the Smart Modem the first / default product on https://www.spark.co.nz/shop/internet/spark-smart-modem
Don't force people to buy a modem during the move process - it should be a tick box, not a pre-selected radio button (the rep at the Spark store took note of this as well, to raise through the appropriate channels)

I do have to say, all the Spark reps I've spoken to (I think I'm up to 8?) have been very friendly and understanding of my predicament. Some were more technically knowledgeable than others, which is to be expected with any call centre or support team, but they all did their best and didn't let me go until they thought I'd gotten what I needed.

The main problem appears to be the description of the product (containing v2 in the name - which I understand from an internal perspective, to make sure the warehouse sends out the latest version of the product) but it doesn't help external customers, or even internal support staff, differentiate from what are 2 completely different products. Only 2 people (the last person on the help desk phone number and one in store yesterday) were categorically able to say "the system won't allow us to provision the Smart Modem 2 for customers with fibre". If that was outlined on the product's web page, then I wouldn't have wasted time and money.

Cheers,

Bob T

Gordy7

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#2961062 30-Aug-2022 10:00

You see a quite a few people on Trademe and Facebook selling their Smart Modem 2 because they are moving from wireless to fibre.

I am guessing these people bought another Smart Modem just for fibre.

I bought a SM2 wireless off Trademe to play with and it works fine with fibre on Slingshot and Skinny.

Gordy

My first ever AM radio network connection was with a 1MHz AM crystal(OA91) radio receiver.

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