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Thread ID: 139943	2015-07-27 03:13:00	What Happen to Spark?	bk T (215)	PC World Chat

Post ID	Timestamp	Content	User
1405468	2015-07-27 03:13:00	Two weeks ago, I lost my Fibre Internet connection for more than 24 hours, and lost my landline phone connection (totally dead) for 4 DAYS! I contacted Spark through their website's complaint link, sent them a long email demanding an explanation. Sadly, it's been more than a week now, and I am yet to hear a reply from SPARK. Unfortunately, their contact (complaint) link doesn't provide any 'save' option to save a copy of the email. As such, I am now without any evidence of the complaint. What shall I do next? Suggestions, please. Calling them by phone is going to waste hours of my precious time and in the end may just leads me to no where. Telecom (before renamed to Spark) used to be pretty good in handling customer feedbacks.	bk T (215)
1405469	2015-07-27 04:13:00	Use their online chat.	inphinity (7274)
1405470	2015-07-27 04:19:00	Them changing their name hasn't got anything to do with their customer service, or this particular issue. As suggested, try their online chat. I've actually found them pretty quick to answer calls recently. The last couple of times I've had to call them I've actually got right through. Just call them up and leave the phone on handsfree if you're on hold - doesn't cost you any time or money.	wratterus (105)
1405471	2015-07-27 05:28:00	When we ordered fibre, they disconnected our copper line 2 weeks before the install date leaving us with no phone/VDSL. They had a technician fix it 2 days later. Absolutely ridiculous. And I also know someone else have an issue when getting fibre installed; the installers never connected the existing home phone jacks to the ONT so no phone unless they plug directly into the ONT. And their customer service had no idea what the issue was...	sahilcc7 (15483)
1405472	2015-07-27 21:13:00	Always avoid the call centre. Ask to be transferred to NZ. I have always had excellent results going through to accounts (during business hours), no matter the issue isn't about the bill.	pctek (84)
1405473	2015-07-27 22:00:00	They have resolved the issues after 4 days of interruption. During those 4 days, I rang them a couple of times a day, only to get the answer, " We have an outage" nothing more. I lodged the online complaint was to get an explanation (and compensation in some form for the lost of use) from Spark. Xtra, then Telecom used to be excellent in this particular area but not now with SPARK. They have chosen to ignore me totally, not even an acknowledgement! I tried the online chat yesterday afternoon, voiced out my dissatisfaction and requested them to attend to my email ASAP. Just wait for another couple of days, see what happens. Spark seems to have 2 contractors now, Chorus and Downer. We may have some fun.	bk T (215)
1405474	2015-07-27 22:06:00	Spark seems to have 2 contractors now, Chorus and Downer. We may have some fun. Spark do not have any contractors. Chorus own the copper network, not Spark, and Chorus may use contractors for services in some areas.	inphinity (7274)
1405475	2015-07-28 00:18:00	They have resolved the issues after 4 days of interruption. During those 4 days, I rang them a couple of times a day, only to get the answer, " We have an outage" nothing more. I lodged the online complaint was to get an explanation (and compensation in some form for the lost of use) from Spark. Xtra, then Telecom used to be excellent in this particular area but not now with SPARK. They have chosen to ignore me totally, not even an acknowledgement! I tried the online chat yesterday afternoon, voiced out my dissatisfaction and requested them to attend to my email ASAP. Just wait for another couple of days, see what happens. Spark seems to have 2 contractors now, Chorus and Downer. We may have some fun. A home connection is a best effort service, you have no SLA. If your connection is so important that you need near on 100% uptime, then buy a business connection and pay for the SLA or have a backup internet connection in place.	Alex B (15479)
1405476	2015-07-28 00:58:00	Xtra, then Telecom used to be excellent in this particular area but not now with SPARK. Again, that has absolutely nothing to do with their customer service, or anything at all for that matter. They are exactly the same company - nothing has changed other than the name.	wratterus (105)
1405477	2015-07-28 01:04:00	A home connection is a best effort service, you have no SLA. If your connection is so important that you need near on 100% uptime, then buy a business connection and pay for the SLA or have a backup internet connection in place. So, in your view, a landline disruption for 4 days without any explanation/ warning is completely ACCEPTABLE? Sounds like a third world country. And, totally ignore a customer's feed back is also acceptable. Yes, I am just an ordinary domestic customer but I am still a customer and am paying for the service.	bk T (215)
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