Spark is promising to look into its customer service operations after calls from Warrington residents about an internet outage in the area, were not responded to.
Lynn Hastie said she and 10 other Warrington residents she knew of, were without internet since last Friday.
She said they had made several calls to Spark about the issue, and each time they were told a Spark representative would call back.
Mrs Hastie saidon Monday Spark sent a Chorus serviceman to her house, who checked the main internet cable and the internet connections, and found they were all operational.
She was then told by Chorus to get a new modem.
Mrs Hastie said she did that, but it had no effect.
The internet service was restored yesterday morning, but as yet, she had not been called by Spark or Chorus to apologise or say what the problem was.
Spark spokeswoman Lucy Fullarton said the outage was caused by a problem with a Chorus cabinet in Warrington, which affected not only Spark customers, but customers from other internet providers.
''We do really apologise for the lack of communication with customers because that is definitely our responsibility to keep them informed on what we've managed to find out.
''What appears to have happened is that our people on the phones handled the process correctly - they could see that there was something wrong and they put a request through to Chorus to find out what it was - and for whatever reason, that request either didn't go through or we didn't hear back, and what we should have done is proactively followed it up.''
A Chorus spokesman said there was a fault with one of Spark's core routers on August 7 which affected about 3300 customers throughout the South Island.
This was resolved by Spark in about four hours, but 1500 customers services did not restore.
Because the original outage was within Spark's network, he said only Spark customers were affected by the issue.
''In terms of Warrington, there were 21 faults lodged about the issue.
''We then reset part of the network as there were some Spark customers still out of service.
''This was performed to eliminate or rule out any potential issue with the Chorus equipment.
''This then restored the service fully.''
Chorus apologised to any customers affected by the issue.
''We obviously don't like when there are issues like this, but when there are, we work as fast as we can to sort it out.
''Sometimes the issue is quite complicated and takes a little longer than we would like.''
