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  # 2289606 4-Aug-2019 14:16
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Internet is working on the supplied router, there is no problem with the service.

 

If you are going to start mixing and matching internet services around like adding getflix to the connection and it doesnt work, you either need to troubleshoot it yourself or employ someone to do it for you. Expecting an internet access provider to provide anything more than internet access (which is working on their supplied equipment) at no cost to you is IMO unreasonable. Its like the old days where people expected the provider to configure and support email on all the stupid crap third party email programs that existed and get all angry when they installed a now 4th party virus scanner that broke their email.

 

This is all beyond the support that it is reasonable to get on a low cost best effort non managed internet connection.





Richard rich.ms

jmh



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  # 2289660 4-Aug-2019 15:00
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hio77:

 

I'll be honest... i don't see much of issue here.

 

 

 

You bought your own modem(which you would have agreed to configure per the help page).
When reporting to spark that your own modem was not working, the rep advised the settings and directed you to a third party support team that knows your device.

 

 

 

Unfortunately, because Chorus (or other providers ofcourse) allow providers to select about 4 different ways to authenticate on Fibre, You can't always just up and move.

 

For the majority of customers moving to spark, their existing provider is PPPoE vlan 10, and we will just accept the connection soon as it flips across. For those who use what i'll call a "non standard" approach, yes it requires reconfiguration. 

 

 

 

I would love to keep a list and be able to say, Your coming from X provider you will have to change settings Y. but truth be told, Providers change.

 

Take for example Vodafone, Their Fibre connections by default are DHCP now. This used to be PPPoE. Vodafone still accept PPPoE however. so we can't definately say, You must change authentication methods..

 

It would also be a pretty heavy task to keep up with what all the other providers are doing on their network. After all these sorts of changes could be a change that's viewed as a competitive edge..

 

 

 

It's alot simpler to say. Here is the third party modem configuration, Please configure according to these.

 

 

 

 

 

Getflix needs to be configured correctly into your hg659b, again, Spark do not support third party dns services. So your on your own to configure this.

 

Spark do not block getflix. 

 

 

 

Connecting your printer, You have changed modems, you need to connect to the new wireless and likely setup it again as many printer softwares for some arcadic reason configure the printer drivers against IP addresses rather than hostnames.

 

 

 

 

 

I do apologize for the experience when it comes to services we do offer though, and feel that there may be some learnings to take from your experience in terms of communicating details more clearly from our reps you spoke to.

 

Lightbox, you will get your key in 1 weeks time. 

 

Netflix, you just need to active through your myspark. If it's not working past then please let me know and i'll happily have a poke and fix that.

 

 

 

 

Well it could have been a learning experience but hey, let's try and blame the user.

 

First point, which wasn't clear in my comment, the 'activate' option on the my spark page for Netflix was not there as per the help pages, thus I spend 1.5 hours on your help desk resolving this issue.  I was aware that I would need to reset my ip for Getflix at the new address which I did.  Netflix now working.

 

Second, surely at point 1 the tech should have identified that I was using a router that was not compatible with your service.  Might have saved two further support calls, one of which was via Spark.  Easy to do I would have thought.  I did hunt around for a list of compatible devices at the time of ordering, but unless it's hidden deep, you don't supply it, unlike providers of other services.

 

Printer now connected with help from Getflix - thanks guys.  Great service.

 

I think Spark need to review the tech support they give - customers come in all shapes and sizes and abilities.  Perhaps it's a industry wide issue. I get that tech's get frustrated when customers don't follow the flow chart, but that's what real customer support is all about.  Helping those less able.

 

 


 
 
 
 


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  # 2289719 4-Aug-2019 16:25
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What the f does Getflix have to do with connecting a printer?!?!?!?!?

You have a non-standard router & non-standard DNS settings. Do you expect Spark to send a technician to reconfigure your entire network?

As for 'spark should know my router doesn't work'. No. No they shouldn't. There are thousands of router models on the market. Spark have told you what router they want you to use, and you chose not to.

You chose to move on your own volition, its up to you to sort your network out. End of story.

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  # 2289876 4-Aug-2019 20:00
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jmh: Well it could have been a learning experience but hey, let's try and blame the user.

 

Would you have had this level of problems if you had used the Spark supplied free router. No, so yes it is your fault.

 

jmh: Second, surely at point 1 the tech should have identified that I was using a router that was not compatible with your service.  Might have saved two further support calls, one of which was via Spark.  Easy to do I would have thought.  I did hunt around for a list of compatible devices at the time of ordering, but unless it's hidden deep, you don't supply it, unlike providers of other services.

 

I think Spark need to review the tech support they give - customers come in all shapes and sizes and abilities.  Perhaps it's a industry wide issue. I get that tech's get frustrated when customers don't follow the flow chart, but that's what real customer support is all about.  Helping those less able.

 

No, I think the support Spark give to people expecting gold standard service which always on availability is insane having previously worked there is way above and beyond what they should give.

 

In my view the conversation should have ended as soon as it was established that you weren't using the Spark supplied router. "Are you using the Spark HG659?.. No.. Sorry we can't help, we recommend you ring Geeks on Wheels or similar technical support groups and you can pay for them to resolve your non-standard installation. Come back to use when you have tried the Spark supplied router."

 

Broadband is a best efforts service, the level and tone of entitlement you have posted just highlights in my view that support calls should be chargeable unless it's proven that the fault exists with the ISP.

 

It's not Sparks job to sort out your internal networking (printer included) just like it's not NZTA's job to make sure your car runs, they provide the roads and that is where the responsibility ends. You chose to use a different car/router than the one supplied and didn't read the instructions on how to configure your router.

 

So I am struggling to see how any of this is Sparks fault other than not saying sooner "sorry we can't help you as you aren't using our router"

 

 






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  # 2289895 4-Aug-2019 20:57
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Hear yeah hear yeah.

Cyril

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