Spark rang asking about our internet speed: Genuine, marketing call or a scam?

Forums › New Zealand Broadband › Spark rang asking about our internet speed: Genuine, marketing call or a scam?

evilengineer

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# 210342 23-Mar-2017 13:48

Spark rang the missus earlier to enquire about our internet speeds.

Which is interesting, seeing as we're on Vodafone ADSL.

The funny thing is that they wanted her to turn on the computer, presumably to run a speedtest.

Which my wife, because she's the suspicious type, refused to do. :-)

We're out on a rural connection so it seems entirely possible that it could have been a marketing call along the lines of, "you're only getting 7mbps. Why not try our lovely wireless RBI broadband? It'll be loads faster!"

Or it could have been someone trying to get her to install malware from a dodgy website!

Has anyone else had this sort of thing from Spark?

Was it genuine attempt to gauge connection speeds in the area, a marketing exercise or a good old fashioned phone scam?

Linux

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# 1746424 23-Mar-2017 13:50

Scam! Why would Spark call a VodafoneNZ customer when you are connected to Chorus hardware

Linux

Wheelbarrow01

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# 1746434 23-Mar-2017 14:11

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I work for Spark, and even I get these sorts of calls, so I know them to be fake. Spark generally does not call customers of other providers as far as I am aware, but even if we did, we certainly would not be asking anyone to turn their computer on for any reason.

Handy hint:

A "T Number" is a Spark employee number that starts with a T and has 6 digits after it, usually starting with an 8 or a 9 - eg T8xxxxx or T9xxxxx.

If you ask them to provide their "T number", and they don't know what that means, or the number they provide does not fit with the description above, then they are definitely not calling from Spark.

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

Talkiet

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# 1746491 23-Mar-2017 15:43

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First up, well done to your wife - if something doesn't feel right then end the call. Better to hang up on a legit call than to play along with a scam/phish... Especially as in this case you're with VF and the call was purportedly from Spark.

That said, there IS a proactive assurance team in Spark that continually monitors and looks for (usually) ADSL/VDSL customers with abnormal line conditions. While they are sometimes able to trace the issue without ever involving the customer, or determine that it really is in line with the copper in use, they do from time to time call the customers to discuss the problems and see if they are able to help. This is NOT a sales led team, this is an effort to address customers on bad lines that may not have noticed the issue, or might not be confident enough to call or explain their issues.

I don't know what outbound marketing there is for Wireless BB so I can't offer a comment as to whether that might have been an option.

Cheers - N

Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

evilengineer

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# 1746525 23-Mar-2017 16:34

Got to say, my gut feeling was that something was a bit fishy.

Thanks guys.

hio77

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# 1746534 23-Mar-2017 16:53

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Talkiet:

That said, there IS a proactive assurance team in Spark that continually monitors and looks for (usually) ADSL/VDSL customers with abnormal line conditions. While they are sometimes able to trace the issue without ever involving the customer, or determine that it really is in line with the copper in use, they do from time to time call the customers to discuss the problems and see if they are able to help. This is NOT a sales led team, this is an effort to address customers on bad lines that may not have noticed the issue, or might not be confident enough to call or explain their issues.

I don't know what outbound marketing there is for Wireless BB so I can't offer a comment as to whether that might have been an option.

Cheers - N

As someone working part of this team, i can confirm we definitely do monitor and call out on these situations.

Scam calls are an added detractor to this whole scheme, although i seriously love the work done here.

in terms of PA, we often make use of the inbuilt spark tool to check on a ticket http://www.spark.co.nz/casetracker - If PA is looking at a line and organizing to call, There will be a case here.

to those out on GZ, if PA comes looking at your line, take up the chance to have a detailed look, Their engineers are top notch - and not just a blind name like 'ninjas'

The area of PA is changing a ton over the very recent weeks, so what has been said here could be changed completely in a few months but exciting times!

I will not deny, upselling is a part of the team but as Neil has pointed out it is only offered in the situation that it is a serious better solution.

Recently covered a case, Customer was on a Conklin, no plan for an upgrade through chorus at this stage, however a move to the the 240GB Rural wireless was a far better solution for the customer - They were very happy with the result.

From a Business Broadband Helpdesk (who do often take Consumer calls too) aspect, upgrades (VDSL, Wireless, Fibre and Mobile - The later being very uncommon) are put forward to a sales team to finalize, these can be done on a cold call basis - However an agent submitting the customer to be called should discuss with the customer so they are not blind-sided by it, and essentially it becomes more of a warm call.

#include <std_disclaimer>

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