Any tips for speeding up a re-connection after being "slammed"

Forums › New Zealand Broadband › Any tips for speeding up a re-connection after being "slammed"

Caketiger

69 posts

Master Geek

#289676 22-Sep-2021 11:49

I woke up yesterday to discover my Spark Fibre connection was not working. After a couple of phone calls, Spark told me that a different provider had told Chorus that I had requested a new provider.

Spark disconnected me without telling me this was going to happen. Apparently, this is known by industry people (of which I am not one) as being "slammed".

I asked Spark to re-connect me. They said it could take the "industry standard" five working days to connect me but they would expedite my request to Chorus and ask for a connection within 24 hours.

That 24 hours is nearly up and I still have no connection. Does anyone have any tips as to any actions I might take? It seems to be in Chorus' hands now but, as a customer of Spark, I don't have a way of contacting Chorus to ask them to hurry along.

I'm in Auckland and there are two of us working from home so being without broadband is a real pain in lockdown - having to use mobile data.

It seems ridiculous that this can happen. I am told it is rare but that doesn't help me today.

1 | 2 | 3

3831 posts

Uber Geek

ID Verified

Trusted

TEAMnetwork

Subscriber

#2782100 22-Sep-2021 12:03

Are you in an apartment complex? chances are they have run a Transfer on the wrong ONT - This is very typical

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

Batman

Mad Scientist
29773 posts

Uber Geek

Trusted

Lifetime subscriber

#2782102 22-Sep-2021 12:08

nztim:
Are you in an apartment complex? chances are they have run a Transfer on the wrong ONT - This is very typical

Doesn't have to be an apartment, have heard similar stories about residential houses

Caketiger

69 posts

Master Geek

#2782104 22-Sep-2021 12:18

Not an apartment. It's a house on a cross-lease. I think someone has butterfingered a request somewhere down the line. It annoys me that Spark has agreed that it is not my fault but can seemingly do little to expedite a solution.

chevrolux

4962 posts

Uber Geek
Inactive user

#2782111 22-Sep-2021 12:42

This is the second one on here that Spark seem to not be able to help.

For our biggest provider, they seem to be struggling with some VERY simple tasks. All they have to do is place an order, and its done within a few hours.

halper86

547 posts

Ultimate Geek

ID Verified

#2782126 22-Sep-2021 13:19

Have had this happen with Spark before, CSR apologised for the disconnection and the "exceptional circumstances that let to this happening".

Went out on a Monday night/early Tuesday, got reconnected early Thursday morning.

liquidcore

187 posts

Master Geek

ID Verified

#2782129 22-Sep-2021 13:22

Perhaps @Wheelbarrow01 could chime in :)

chevrolux

4962 posts

Uber Geek
Inactive user

#2782131 22-Sep-2021 13:25

liquidcore: Perhaps @Wheelbarrow01 could chime in :)

Not really a Chorus issue! Just slack RSP issue.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

Dratsab

3947 posts

Uber Geek

Trusted

Lifetime subscriber

#2782134 22-Sep-2021 13:27

Perhaps ask Spark to zero rate your mobile data until your fibre connection is back up and running?

Caketiger

69 posts

Master Geek

#2782138 22-Sep-2021 13:41

chevrolux:

liquidcore: Perhaps @Wheelbarrow01 could chime in :)

Not really a Chorus issue! Just slack RSP issue.

I am an amateur in all this. From what Spark told me yesterday, they implied they were not the ones who had cut me off. I understood that someone else had put through a request relating to my address which somehow led to Spark thinking I no longer required their services.

I also understood that I am in a simple queue with other customers waiting for a connection - just as if I was a new customer. Don't Chorus make this connection? Surely there is some procedure for expediting where there is no customer error?

If it is a delay by Spark's poor procedures, I may shop around. I don't want this happening again.

Thanks for the other info. I have been given 20GB of free mobile data but that will not last long with Zoom meetings etc.

quickymart

13987 posts

Uber Geek

ID Verified

#2782140 22-Sep-2021 13:45

I would get back onto Spark, they need to reach out to the right area of Chorus to get this sorted for you. Calling Chorus won't get anything done any quicker - it's Spark who should be taking care of this for you.

Caketiger

69 posts

Master Geek

#2782147 22-Sep-2021 13:58

There is a guy in the Spark Fibre Connection Support team helping me. He was very useful when I first got connected when we moved into this house in March. He tells me that he has been chasing Chorus about this. He told me yesterday it takes a bit of time for Chorus to get to the request.

The guy is helping me in addition to the usual helpline I logged the problem with yesterday - I assume he is overseas.

Who to believe?

taneb1

520 posts

Ultimate Geek

ID Verified

Trusted

Mercury

#2782172 22-Sep-2021 15:07

chevrolux:

This is the second one on here that Spark seem to not be able to help.

For our biggest provider, they seem to be struggling with some VERY simple tasks. All they have to do is place an order, and its done within a few hours.

^ will also confirm what was said above - If the order that transferred your connection to another RSP has completed and it 100% has been slammed, then Spark should be able to raise this with Chorus and bring it back to Spark (Normally 1-2 hours notice within business hours is required). Not sure why this would take longer than 24 hours, especially given the current alert levels in Auckland.

Any comments made are my personal views and does not represent those of my employer

Caketiger

69 posts

Master Geek

#2782201 22-Sep-2021 15:45

Again, thanks for all the replies and advice. Taking it up with Spark again.

Caketiger

69 posts

Master Geek

#2782245 22-Sep-2021 17:33

I threatened to leave Spark for another provider. Half an hour later, the service was restored and I am back online.

What a pain though. Thanks for the help from here.

MaxineN

Max
1777 posts

Uber Geek

ID Verified

Trusted

Subscriber

#2782251 22-Sep-2021 17:46

Caketiger:

I threatened to leave Spark for another provider. Half an hour later, the service was restored and I am back online.

What a pain though. Thanks for the help from here.

This should never have gone this far.

Ramblings from a mysterious lady who's into tech. Warning I may often create zingers.

1 | 2 | 3