Spark Fiber/Broadband Issues

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martinjward

68 posts

Master Geek

#233430 16-Apr-2018 10:41

Just wondering if anyone else is having issues with their Spark connections?

We have been successfully using a VPN for a few years now without issue. It stopped working on Saturday afternoon and I can't seem to resolve the issue. There was no configuration changes on my end and it seemed to coincide with some line/power issues at the time. I also note there is a large volume of calls to their center atm. Just wondering if anyone is having similar issues...

yitz

2074 posts

Uber Geek

#1996880 16-Apr-2018 10:47

If access is restricted based on IP address then you may want to check your static IP is being assigned.

Here's a thread from yesterday from someone who has stopped being assigned their static IP, events seem to be similar in timeframe.

https://www.geekzone.co.nz/forums.asp?forumId=39&topicId=233417

martinjward

68 posts

Master Geek

#1996909 16-Apr-2018 11:10

Oh great! That is exactly the problem, sad to say I should started with simple trouble shooting, but I didnt....

Upon ringing helpdesk, their tests show the IP address is correctly configured on their end... hmmm I can VPN in on the incorrect IP address so... yeah Spark you tests aren't working correctly...

RunningMan

8953 posts

Uber Geek

#1996954 16-Apr-2018 12:18

@martinjward - have you seen this post by @wheelbarrow01

Wheelbarrow01: [snip] I was also given the same fault reference - 759758 - so that would appear to be the master fault number.

Perhaps giving that reference when you contact Spark may assist.

martinjward

68 posts

Master Geek

#1996959 16-Apr-2018 12:23

Great, thanks, I am in a line to be fixed...

A little off topic but interestingly the support rep noted she wasn't sure if it was a Chorus or Spark issue, I have had this happen before where the buck seems to get pushed across. I kinda think why is that relevant information, the issue lays with you or you subcontractors, either way it is still an issue with YOUR service which I am paying YOU to provide.

Is my thinking here misplaced?

RunningMan

8953 posts

Uber Geek

#1996977 16-Apr-2018 12:50

You're correct, in that ultimately your ISP needs to resolve the issue, however I think the approach you describe is actually pretty good. They're communicating with you, acknowledging there's a problem, and telling you they don't know where the problem is yet - one of the biggest complaints is frequently when customers are not kept in the loop, so they are doing that well.

hio77

12999 posts

Uber Geek

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Lizard Networks

#1996997 16-Apr-2018 13:17

@martinjward please pass me your case number, i'll drill down on this for you.

#include <std_disclaimer>

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

martinjward

68 posts

Master Geek

#1997019 16-Apr-2018 13:32

hio77:

@martinjward please pass me your case number, i'll drill down on this for you.

Thanks Hio77, it appears that Spark have fixed on their end.

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hio77

12999 posts

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Lizard Networks

#1997046 16-Apr-2018 13:49

martinjward:

hio77:

martinjward please pass me your case number, i'll drill down on this for you.

Thanks Hio77, it appears that Spark have fixed on their end.

even better! :)

#include <std_disclaimer>

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

martinjward

68 posts

Master Geek

#1997051 16-Apr-2018 13:53

RunningMan:

You're correct, in that ultimately your ISP needs to resolve the issue, however I think the approach you describe is actually pretty good. They're communicating with you, acknowledging there's a problem, and telling you they don't know where the problem is yet - one of the biggest complaints is frequently when customers are not kept in the loop, so they are doing that well.

Ok fair enough, will keep that in mind when I am getting updates on issues!