Spark customer service rep Kerry Fenwick, went above and beyond to help Allison and Malcolm Smith with their Spark internet modem.

We've all been there: the internet connection is down, you've turned the modem on and off again, and, as a last resort, contemplated phoning the 0800 helpline, with the likely prospect of spending hours on hold or being palmed off by a disinterested call centre staffer in another country.

But for one couple their internet connection debacle sparked an unlikely friendship with their customer service representative, who came out to their house to fix their issue.

Allison and Malcolm Smith, in their 70s, had been at the end of their tether with their slow internet speed in their rural home in Newstead, Hamilton.

When a driver crashed into a power pole near their property the lines were cut and they were unable to get service.

After two days of trying to get their problem solved they were referred to Kerry Fenwick, a Hamilton Spark customer service rep, who helped them with their problem.

Fenwick has been a part of Spark for 10 years, and has a degree in computer science.

"I said, look, we're in our 70s and we need help setting it up," Allison Smith said.

"She asked where we lived, and said she'll be out there after work - just like that.

Kerry came out to their house that night, set up their rural wireless modem and "cleaned" their computer of junk and viruses.

"[It's a] huge relief. Absolutely brilliant. There wasn't any worry and I still don't understand it. But I don't need to understand it," Allison Smith said.

The Smiths were so impressed that they phoned Fenwick's boss at Spark, and she earned plenty of brownie points, as well as a $150 voucher.

When the couple moved to a new home, Fenwick helped with that also.

"And then the fibre journey began," Fenwick said. "So I took care of all of that."

The couple had to change to a fibre optic internet line, a much faster connection since they were now living in a new area and closer to town.

"It can get quite confusing now, because you have four or five different mediums of connection," Fenwick said.

"Satellite mobile broadband, rural wireless and fibre optic, copper, so many mediums now and it's hard to grasp for older generations, no offence.

"It's quite different to the beautiful old days of copper phone lines, plug your cord into the phone and away you went."

From there, the friendship has continued with regular visits to their house, catch-ups over coffee and dinner dates between the trio.

"She's been extremely patient with us," Allison Smith said.

"Older people need to talk to other people for help - not online or to a voicemail.

"It is very rare to have this type of service today, and we thank Kerry for that."

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