Spark Newmarket — Local services in Waitematā

In the digital age, fast internet isn't just a luxury; it's a necessity. Yet, here I am, a five-year customer of Spark, trapped in a time warp of sluggish speeds that would have been outdated a decade ago. Despite subscribing to Spark's "Max Fibre" plan, which advertises blazing speeds of 891 Mbps download and 501 Mbps upload, the reality is a stark contrast. Actual speeds? A dismal 3.41 Mbps download and 2.45 Mbps upload. It's less "Max Fibre" and more "Max Frustration."

The saga of my internet woes is a long one, involving countless hours spent over months navigating Spark’s troubleshooting protocols. I've engaged with multiple tech support agents, all outsourced to the Philippines, who walk me through the same tired steps, none leading to any resolution. The amount of time spent on the phone and using their app for troubleshooting adds up to an exorbitant number of hours that I'll never get back, all in a futile attempt to just get what I pay for. This week alone, I've spent 193 minutes on the phone, made two visits in-store, and had a router replacement for one that was purchased less than a year ago.

Even the technicians, both over the phone and the one who visited to install a high-end TV requiring the internet speeds I’ve PAID Spark for, have admitted the routers are subpar. The TV tech tested the speeds, shook his head in disbelief, and confirmed that the Spark router wasn't delivering even half of what it should. This wasn't just an isolated incident; it was a pattern, one that the phone techs recognized and reported back to Spark. Yet, there's been no action, no plan, no urgency to rectify the issue.

Half-measures, like covering half the cost of a Mesh network that might mitigate their service shortfalls. But why should I pay more to fix a problem that isn't mine? After all these hours, all this loyalty, and all the money spent, the least Spark could do is provide a service that meets the baseline of their own promises.

After Chorus denied the request for an on-site visit, Spark has refused to take further action, effectively leaving me to deal with these unacceptable speeds. I've requested a call from a local technician/rep to hopefully address the problem, and we'll see how that pans out. Knowing the luck I have had, Casper the ghost is more likely to show up.

Spark's indifference to resolving these issues is not just disappointing; it's unacceptable. Their customer service model seems designed to wear you down, to make you give up and accept less than you deserve. But why should we settle for mediocrity in an economy where every dollar counts, and every minute online matters? In 2025, with technology at the heart of everything we do, having a reliable internet connection isn't just about streaming or gaming; it's about being able to work, learn, and connect without barriers.

So, Spark, here's the feedback you need to hear: your customers are not just numbers. We are people relying on your service to participate in a digital-forward world. Your 1.4-star Trustpilot rating is a reflection of your service's impact on real lives. It's time for Spark to step up and deliver, or step aside for those who will. And to anyone else feeling stuck in this connectivity limbo, maybe it’s time to look elsewhere. We deserve better. We deserve...

Horrible Service - Was going overseas for a months on a Saturday. Came into Spark Newmarket on the Monday before to see if I could switch my number over to them from my provider at the time. Talked to Claire she said that I can come through on Friday and can transfer my number over on Friday itself and that it would take 2-4 hours, that meant I could use my current provider up till the day before I went overseas. Lovely service to Claire she was great and she informed the store manager Kevin of my situation and that if be coming Friday. I go in Friday, unfortunately Kevin nor Claire are there. I talked to two Sales people and one I believe the manager and I explained the situation. This is where the horrible service occurred - they told be it would take 24-48 hours to port to the number and they wouldn’t do it and that Claire gave false information they said. Which was horrible, they were quite rude and declined everything and didn’t acknowledge their mistake on Monday. Now I was in a situation that I was leaving the country the next morning and didn’t have a provider because I trusted Spark on the fact I could come in Friday and they would reliably port the number. It was incredibly stressful and it was a crass , incompetent situation from. Worst thing though was the fact that they were rude and didn’t accept their mistake, it’s one thing to make a mistake which everyone does it’s another thing to be incredibly rude about it. Anyways straight after I went to One NZ and they ported the number within 2 hours exactly, giving me the port time and all the support. That is what was real customer service - giving a solution. I wasn’t looking for competition i genuinely just wanted to go to Spark and I decided to rely on them for good service I didn’t want to go to One NZ. But ridiculous from Spark...

I almost left a negative review until a senior staff member, a Southeast Asian woman with long hair, stepped in to help. I purchased two Belkin screen protectors from this store within eight months. The first one bubbled at the corners, and when I bought the second, the lady then informed me that I could get a free replacement if the same issue occurred.

Sure enough, within a month, the second one also bubbled in one corner. I managed to press it down and didn’t return immediately. However, when I later noticed a small crack, I decided to go back for an exchange. The staff member I spoke to said they wouldn’t replace it because of the crack. I was so frustrated that I even forgot to mention the bubbling issue, and when I stepped outside, I realized the corner had bubbled again—something I hadn’t noticed in the store’s lighting.

We went back in, and the Mandarin-speaking employee questioned me in a way that felt disrespectful. He said they couldn’t explain to Apple whether the crack or the bubble occurred first. Honestly, you’d think I’d sacrifice my dignity and pride for $60? How you explain to Apple isn’t my problem. I bought a product that didn’t perform as promised and also bubbled.

I truly appreciate the lady who eventually helped me. As a retailer, your service is what keeps customers coming back. She made me want to return to this store, but maybe not for another Belkin screen protector it really doesn’t seem worth...