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1940 posts

Uber Geek
+1 received by user: 300


Topic # 107238 8-Aug-2012 19:53 Send private message

Disclaimer: written from my phone.

I was due to be moved from adsl to vdsl in the next few days. Got home tonight and net not working. When I login to fritzbox it is showing a vdsl connection (34 down, 10.3 u) but the Internet is not connected. Dsl is solid green but the log on fritzbox shows pppoe timeout errors since 5.30.

anybody have any ideas what would cause this?

rang snap who were very pleasant but apparently nothing has been entered on their system about the vdsl move being actioned by chorus yet. Is it possible chorus half completed the job then knocked off for the day?? Have agreed to wait til morning to see;bit miffed if that's the case


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195 posts

Master Geek
+1 received by user: 5


  Reply # 669821 8-Aug-2012 21:16 Send private message

I don't get it you requested to have your broadband to be moved to Snap.  They would have given you a date this was to be completed.  There is no half job its a 2 minute job for Chorus to move the port and then you are good to go.  Can't believe how bad this has gone for you.  Wait it has been done if you see those line stats.
Do you get to this page? http://portal.snap.net.nz or is it nothing at all?
It is misleading you have to call Snap to turn on the billing at their end but they should have noticed that.

737 posts

Ultimate Geek
+1 received by user: 171

Trusted
Snap Internet

  Reply # 669828 8-Aug-2012 21:28 Send private message

Hi Simon,

Can you please give us a call ASAP and we will get this sorted for you.


Cheers. ^NM




Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^MC Michelle - Technical Lead
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



7982 posts

Uber Geek
+1 received by user: 1185

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Subscriber

  Reply # 669843 8-Aug-2012 21:56 Send private message

fellaintga: I don't get it you requested to have your broadband to be moved to Snap.  They would have given you a date this was to be completed.  There is no half job its a 2 minute job for Chorus to move the port and then you are good to go.  Can't believe how bad this has gone for you.  Wait it has been done if you see those line stats.
Do you get to this page? http://portal.snap.net.nz or is it nothing at all?
It is misleading you have to call Snap to turn on the billing at their end but they should have noticed that.


You are entirely wrong. It's a process and just because it's physically wired, doesn't mean it's complete. 

We have helped many customers, who have been unable to connect until the job was signed off. Sometimes there are profiles to be created, or assigned, etc.



1940 posts

Uber Geek
+1 received by user: 300


  Reply # 669925 9-Aug-2012 08:46 Send private message

Thanks to the folk at snap, all sorted early this morning; I continue to be impressed by your helpdesk too!
 

I believe wholesale provisioning (which I take it is a part of chorus(?)) didn't complete setup (EDIT: Sorry had an update and it was a misconfiguration of ports) so all packets were getting discarded before getting to snap.

Anyway, now enjoying the following. Will see what happens over the next few days of DLM and time to read the VDSL performance thread in more detail!



@fellaintga: I was already on snap with ADSL which has been running completely perfectly for the last 3 weeks; snap were extremely accommodating originally and did the transfer very quickly after some confusing and contradictory advise from my previous ISP; your experience shows it possibly wasn't necessary, but that's not what previous ISP told me and none of it were issues from snap.

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