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379 posts

Ultimate Geek
+1 received by user: 28


Topic # 136659 4-Dec-2013 20:24 Send private message

So I have been having ongoing issues with snap,
I wasn't going to post this in a public forum, but have gotten so over the issues and the hold music that I am wondering if anyone else is experiencing the same thing


1. Around the start of May 2013, I ordered a Snap 100/50 connection, Chorus were awesome and had it installed within a week
2. Because the technician finished the install at 5:15pm, I was still stuck on VDSL 30mb speeds, The only person who could change my profile had gone home.. thats fine I understand people finish at 5pm
3. Call the next 2 days.. "They are sick today".. again, thats fine, people can be sick, unsure why snap doesn't have multiple people who can do these things but UFB is new so they still maybe getting processes in place...
4. [Insert many support emails back and forth here regarding the 30 speeds and also international speed issues, speed tests, profile resets, no change, this included plugging a laptop directing into the ONT to rule out the fritzbox]
5. 2 Months later on June 28th I finally get the 100/50 plan asked for
6. I ask for a supervisor to contact me regarding compensation for the ongoing issues. (Note. I wasn't expecting a full refund, The difference between the 100/50 and 30/10 plan would have been sufficient)
7. After  4-5 requests for someone to call me, Which I get a promise that they have passed on the message and someone WILL be in touch, I give up.
.... time passes with working internet connection WOOHOO!
8. 20/21st November, The same issues strikes again :(
9. We try multiple profile resets and contacting chorus to confirm the QOS, nothing fixes it
10. Call on Friday 29th November as I had a phone call that it should be all fixed, It wasn't :| as it was after 5pm we Escalate to network services for Monday, told I will be contacted early next week
11. Call back on 2nd December after hearing nothing, from the way the support was talking it sounds like it wasn't escalated since no mention of it on the account notes. He escalates it again, promises to call tomorrow
12. Calls as promised but has nothing to report, understandable he can only pass on what he has been told
13. 4/12 I call for a status report but there has been no change, ask for supervisor but he is on the phone and No, I cant be put on hold for him to talk to nor is there a number I can call them on, He offers to email through a request for contact but I decline after previous results


So after all this, what can you do?
The speeds are great with snap and I have had some awesome first level support staff who have gone above and beyond to try and fix the issues (Michael and John) but as soon as it is out of their control and they have to escalate anything it all falls apart.
I have had tickets sit on 'Urgent/Escalated' for weeks with no response as things have been lost in their ticketing system
I have that hold music ingrained in my head


Has anyone else had these issues with their 100/50 connection locking down to 30/50?





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2537 posts

Uber Geek
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  Reply # 945637 4-Dec-2013 20:24 Send private message

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router
- your PC (or other PCs in your LAN) is not downloading large files when you are testing - you are not being throttled by your ISP due to going over the monthly cap
- your tests are always done on an ethernet connection to the router - do not use wireless for testing
- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan
- Type of connection (ADSL, ADSL2, VDSL)
- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)
- Your general location (or street)
- If you are rural or urban
- If you know your connection is to an exchange, cabinet or conklin
- If your connection is to a ULL or wholesale service
- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)
- Are you receiving a substandard ULL ADSL2+ connection from your ISP?




I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.



643 posts

Ultimate Geek
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Snap Internet

  Reply # 945879 5-Dec-2013 09:10 Send private message

Hi Skewt,

Doesn't sound like you've had a particularly good time trying to get this fixed. PM your customer number or username and I'll be happy to look in to this for you today.

Cheers
Ralph ^ST




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



dan

555 posts

Ultimate Geek
+1 received by user: 12


  Reply # 945910 5-Dec-2013 09:35 Send private message

 

Has anyone else had these issues with their 100/50 connection locking down to 30/50?




I just had a SNAP UFB installed yesterday for a business customer - its doing the same thing, 30/50, so your not alone it seems.

Hopefully im not going to be mucked around like you have to get this resolved, im not going to switch them over to it until its fixed.







379 posts

Ultimate Geek
+1 received by user: 28


  Reply # 945932 5-Dec-2013 10:13 Send private message

Had 2 phone calls already from Snap this morning,

Ricky asked me to check and turn IPv6 off, I can confirm it was already turned off on the FritzBox

Dan, I was told that some others in my area are also experiencing this problem (Dunedin)

 

dan

555 posts

Ultimate Geek
+1 received by user: 12


  Reply # 945933 5-Dec-2013 10:14 Send private message

This connection is in Auckland :)



60 posts

Master Geek


  Reply # 946335 6-Dec-2013 01:14

I had similar issues

Basically it took 3 months to fix speed issues for a 30/10MB connection.

And funnily enough when I decided to upgrade to 100/50MB, the first couple of days or so I was on the wrong profile - 30/50MB.

I understand that UFB is a relatively new service for them to support, but one has to wonder....

Edit - Apparently this issue was isolated to people who went via Chorus.

138 posts

Master Geek
+1 received by user: 1


  Reply # 946367 6-Dec-2013 08:08 Send private message

This seems to be exactly what I'm experiencing too. The technical symptoms are uncanny....Its exactly what I have seen over the past month since install. The team contacted me last night to get these issues sorted, so I'm looking forward to that.




379 posts

Ultimate Geek
+1 received by user: 28


  Reply # 946376 6-Dec-2013 08:34 Send private message

received a test device from snap this morning so that has been plugged in ready for them to test with all day
hopefully testing with my connection will help solve the issues for everyone.

Frustrating that I had to post about everything on here before I was taken seriously after the constant back and forth with support but hopefully that can be fixed for others in the future.
Maybe if a ticket is marked 'Urgent' and open for an extended period of time a supervisor could look over the issue and contact the people involved



 


dan

555 posts

Ultimate Geek
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  Reply # 946377 6-Dec-2013 08:37 Send private message

what test device did they send you?


1775 posts

Uber Geek
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  Reply # 946379 6-Dec-2013 08:45 Send private message

That does sound quite dissappointing. One would have thought all parties involved would have got their processes sorted by now. Especially given the uptake on UFB is so low, stories like this will only put some people off and they unfortunately don't seem as rare as one would've hoped  (TBH though I will still jump at the chance when it's available in my street in 2016+, and yeah, I'll probably go snap)

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Uber Geek
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  Reply # 946396 6-Dec-2013 09:21 Send private message

sidefx: That does sound quite dissappointing. One would have thought all parties involved would have got their processes sorted by now. Especially given the uptake on UFB is so low, stories like this will only put some people off and they unfortunately don't seem as rare as one would've hoped  (TBH though I will still jump at the chance when it's available in my street in 2016+, and yeah, I'll probably go snap)


Processes definitely aren't worked out. The local fiber installers still don't have permission to climb the power poles to finish the installation of cable to my house. I'm at about 2.5 months since they arrived and did the internal work, and there are signs it might be done Jan or Feb next year. Not snap's fault, but I can see why uptake is low - stories like mine would put people off, since the benefits over VDSL are minimal for most people.




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643 posts

Ultimate Geek
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Snap Internet

  Reply # 946399 6-Dec-2013 09:26 Send private message

dan:

I just had a SNAP UFB installed yesterday for a business customer - its doing the same thing, 30/50, so your not alone it seems.

Hopefully im not going to be mucked around like you have to get this resolved, im not going to switch them over to it until its fixed.






Hi Dan, can you PM me your customer number as well so I can investigate this further?

Cheers
TheRalph ^ST




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





379 posts

Ultimate Geek
+1 received by user: 28


  Reply # 946502 6-Dec-2013 11:54 Send private message

dan: what test device did they send you?



Basically just a pc that plugs directly into the ONT so they can test both ends of the connection

dan

555 posts

Ultimate Geek
+1 received by user: 12


  Reply # 946610 6-Dec-2013 14:34 Send private message

The connection i got installed on Wednesday that was 30/50 seems to be sorted getting full speed now.



379 posts

Ultimate Geek
+1 received by user: 28


  Reply # 946676 6-Dec-2013 16:50 Send private message

Heard from snap earlier, they are making network changes at 1am for this issue so fingers crossed !

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