For Spark customers experiencing frustrating broadband or landline faults, the company has recently been deploying a Spark Restore Kit.
This kit notifies customers when their copper or fibre has a fault and will also help them to stay online while it’s being fixed. The Kiwi telco company points out that copper lines are an ageing technology managed by Chorus and are prone to faults.
Jason Paris, CEO of Spark Home Mobile and Business explains that it’s frustrating when for customers when their broadband or landline stops working.
“We wanted to provide a quick and easy way for our customers to stay connected while we are working with the network provider to fix the fault,” he says.
“We piloted this service in late July. Since it has been in full operation, it has been offered to thousands of customers affected by 23 recorded faults right around New Zealand, 20 of which were copper faults. As a result, a number of our customers stayed connected while the fault was ongoing.”
When Spark is alerted to a fault that looks like it’s going to take more than a couple of hours for the network provider to fix, and affects a group of customers, Spark sends a text to those affected.
This action will then let them know that Spark is aware of a fault affecting their broadband and/ or landline – and is working to fix it.
If a customer experiences a copper or fibre broadband/ voice fault and has not received a text message update, they can still contact Spark through any of our customer service channels.