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138 posts

Master Geek
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Topic # 114651 26-Feb-2013 15:53 Send private message

I've just moved into a new house and thought I would give Snap a try after being a Telecom subscriber. They seem fairly well regarded on here and the potential to move to VDSL interested me.

So nearly two weeks ago I logged a request to get connected. Fast forward a week and I still haven't heard anything (apart from the welcome message). No money has been debited from my account either so I'm not super worried. I call up and spoke to a friendly rep who told me their appeared to be a problem with the payment system. He processed the charge and sure enough the money goes out of my account. He let's me know someone will be in touch to advise the provisioning date.

Which brings me to today. No further information received yet from Snap, so I call again. Speak to another friendly rep and I enquire about provisioning timeframe. He let's me know it will be setup on the 4th of march. While its good to finally have a date, this is 18 days after the initial order date....I ask if this information and any particular modem settings are going to be emailed out at any point in the process and he says no, but flicks me an email with them anyway.

So, so far with my dealings with Snap I can say People=fantastic, process=poor. Hopefully its smooth from here on in...


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16642 posts

Uber Geek
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Vodafone NZ

  Reply # 770584 26-Feb-2013 15:59 Send private message

Just hope you are not a port waiter




1296 posts

Uber Geek
+1 received by user: 12


  Reply # 770585 26-Feb-2013 16:04 Send private message

Completely agree with you 100%. I am in the process of signing up a new connection with Snap as well.

Whenever I call up the people are really helpful and always I am told, we will be in touch in 48 hours with an update, or connection date, or more information but I never get a call or email from them. Their lack of communication is really poor.

For example, phoned up on the 11th and got new connection all sorted. Told money would be direct debited in the next 24 hours. 3 days later it still isn't taken out so I call up to find out what was happening. Told their is an old connection still active so have to wait for that to be disconnected. They said don't do anything, as soon as the connection is disconnected we will give you a call. I know old connection was disconnected on 18th, still nothing by 21st so I call up. I am told they have been waiting on me to call them even though they specifically told me they would call me.

Now their has been problems with the connection as the local exchange is full, i am having to call up every few days for an update as they never get in touch even though each time they promise to call back with more info.

296 posts

Ultimate Geek
+1 received by user: 15


  Reply # 770589 26-Feb-2013 16:07 Send private message

jbard: Completely agree with you 100%. I am in the process of signing up a new connection with Snap as well.

Whenever I call up the people are really helpful and always I am told, we will be in touch in 48 hours with an update, or connection date, or more information but I never get a call or email from them. Their lack of communication is really poor.

For example, phoned up on the 11th and got new connection all sorted. Told money would be direct debited in the next 24 hours. 3 days later it still isn't taken out so I call up to find out what was happening. Told their is an old connection still active so have to wait for that to be disconnected. They said don't do anything, as soon as the connection is disconnected we will give you a call. I know old connection was disconnected on 18th, still nothing by 21st so I call up. I am told they have been waiting on me to call them even though they specifically told me they would call me.

Now their has been problems with the connection as the local exchange is full, i am having to call up every few days for an update as they never get in touch even though each time they promise to call back with more info.


Sounds like your got a disconnection and re-connection instead of a churn....That sucks to be a port waiter (when exchange is full)







1296 posts

Uber Geek
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  Reply # 770591 26-Feb-2013 16:09 Send private message

Oriphix:
jbard: Completely agree with you 100%. I am in the process of signing up a new connection with Snap as well.

Whenever I call up the people are really helpful and always I am told, we will be in touch in 48 hours with an update, or connection date, or more information but I never get a call or email from them. Their lack of communication is really poor.

For example, phoned up on the 11th and got new connection all sorted. Told money would be direct debited in the next 24 hours. 3 days later it still isn't taken out so I call up to find out what was happening. Told their is an old connection still active so have to wait for that to be disconnected. They said don't do anything, as soon as the connection is disconnected we will give you a call. I know old connection was disconnected on 18th, still nothing by 21st so I call up. I am told they have been waiting on me to call them even though they specifically told me they would call me.

Now their has been problems with the connection as the local exchange is full, i am having to call up every few days for an update as they never get in touch even though each time they promise to call back with more info.


Sounds like your got a disconnection and re-connection instead of a churn....That sucks to be a port waiter (when exchange is full)


Yeah i'm pretty sure that is what has happened as well, luckily their is a cabinet close enough we can get a connection to as well. I completely understand the waiting is not Snaps fault, it is just their lack of communication that is the problem.

2747 posts

Uber Geek
+1 received by user: 423


  Reply # 770595 26-Feb-2013 16:13 Send private message

jbard:  luckily their is a cabinet close enough we can get a connection to as well.


This is not normally something you have a choice about, unless it is deciding between a Chorus connection from a cabinet, or a ULL connection from the exchange.

You get connected to wherever the cabling in your street goes to.

1296 posts

Uber Geek
+1 received by user: 12


  Reply # 770596 26-Feb-2013 16:15 Send private message

RunningMan:
jbard:  luckily their is a cabinet close enough we can get a connection to as well.


This is not normally something you have a choice about, unless it is deciding between a Chorus connection from a cabinet, or a ULL connection from the exchange.

You get connected to wherever the cabling in your street goes to.


I have no idea to be honest. All I was told was they tried to connect me to the exchange but it is full so now we are being connected to a cabinet instead. 



138 posts

Master Geek
+1 received by user: 1


  Reply # 770615 26-Feb-2013 16:55 Send private message

johnr: Just hope you are not a port waiter


Yeah me too, though again shouldn't there be notification?

66 posts

Master Geek


  Reply # 770789 26-Feb-2013 22:42 Send private message

I now have a Snap! connection, but have had a similar experience.

I filled out the online form on the 22nd January and didn't end up being connected until the 18th Feb. My main frustration was that, apart from the initial email / screen after completing the online joining form, there was no contact or updates that were initiated by Snap. 

After joining it said someone would be in contact within '48 - 72 hours'. After not hearing anything I gave them a call - the chap was very helpful and said it was because they did not have any of the FRITZ!Box 7390's in stock but they were expecting them to arrive the following week. 

Around a week later and no word I gave them another call and spoke to another very helpful chap who said the modems were now in and it would be sent out 'very soon' (or similar), but no actual date had been set for the transfer and the provisioning team would be in touch. 

I can't remember exactly, but I'm fairly sure it was around 10 days later that the modem turned up. I wacked it in but was still running with my old provider for around 24 hours, until a screen appeared saying 'Oh Snap!' and that a password was incorrect. 

Another call to another very helpful chap and it appeared I was now live with Snap!, but the billing had not been initiated against my account. Once that was flicked on I was away.

There was then some weird issues with the phone which apparently wasn't quite set up correctly and needed some tinkering at their end before I was able to make & receive calls. 

Luckily I maintained my previous internet connection throughout the whole time so didn't experience any disruption - it was just a bit frustrating to feel like you had to always chase for info. A couple of emails with progress and expected dates etc would go a long way. 

Even now, I still do not have the benefit of the main reason I swapped - a VDSL connection. Apparently they swap the ADSL connection first and then request a swap to VDSL. On my last call around a week ago that was 'with the provisioning team' and 'should happen shortly'. 

I have been really impressed with their call centre and I'm sure it'll be fine once I'm all set up and running, but its just a pity that their first impression could be better. 




336 posts

Ultimate Geek
+1 received by user: 22


  Reply # 770793 26-Feb-2013 22:48 Send private message

I have similar experiences. The people on the phone are always good to deal with, but I enquired about switching to VDSL a while back. Was told test equipment would be sent to me so I could see if it would work at my house... Was told they'd be in touch when it arrived. That was a couple months ago... I'm guessing they forgot. Some good construction feedback here for Snap, hopefully.

195 posts

Master Geek
+1 received by user: 5


  Reply # 770859 27-Feb-2013 08:11 Send private message

Just to give this post some balance here is how I got switched to Snap! I called on a Thursday and they said they could just bring the internet over from Vodafone and it would be VDSL2. They scheduled this for Monday. I received the Fritzbox on the Monday. At 5:30 Chorus switched it to VDSL2 and after calling to activate the billing I was all go at 40 down 10 up. Ported my number to 2talk a week later and Vodafone waived my final month line rental.

1. No they can just take the internet over to VDSL.

2. Request a date to be connected.

30 posts

Geek


  Reply # 770996 27-Feb-2013 11:48 Send private message

I'm a big Snap fan, but it sounds like a better system for tracking provisioning is required. They're always very helpful, but customers shouldn't need to chase them up all the time to find out how their order is progressing, and ensuring it doesn't fall through the cracks.



138 posts

Master Geek
+1 received by user: 1


  Reply # 771054 27-Feb-2013 13:15 Send private message

Update - got a text from Snap advising they are moving forward the provisioning - now scheduled for Friday.  Happy days!

50 posts

Geek
+1 received by user: 1


  Reply # 771435 28-Feb-2013 08:41 Send private message

I ordered VDSL on Tuesday and connection is scheduled for Friday, Just hoping the modem makes it in time...

Pretty quick if you ask me, but could be issues if no modem on time..

578 posts

Ultimate Geek
+1 received by user: 72

Subscriber

  Reply # 771451 28-Feb-2013 09:08 Send private message

fellaintga: Just to give this post some balance here is how I got switched to Snap!


I'm currently looking at my options so I'm interested to see how badly I might be treated if I switch to Snap.

@fellaintga, I can see that you're trying to provide a positive view of Snap but that doesn't "give this post some balance". It would only give some balance if you were correcting, discrediting or adding relevant information to the original post or other reports of issues. Those issues still stand.







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195 posts

Master Geek
+1 received by user: 5


  Reply # 771915 28-Feb-2013 20:09 Send private message

Hammerer:
fellaintga: Just to give this post some balance here is how I got switched to Snap!


I'm currently looking at my options so I'm interested to see how badly I might be treated if I switch to Snap.

@fellaintga, I can see that you're trying to provide a positive view of Snap but that doesn't "give this post some balance". It would only give some balance if you were correcting, discrediting or adding relevant information to the original post or other reports of issues. Those issues still stand.





It doesn't change this bad experience but not every install goes this way and a lot can be out of Snaps control.  Although keeping the customer well informed can always be better from Sanp I find.  But my original point stands you can be switched over in 3 working days.

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