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229 posts

Master Geek
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Topic # 138361 31-Dec-2013 18:05 Send private message

Afternoon all, Merry Christmas and a Happy New Year to you all.

I was a WXC customer living in a BOF subdivision that has since converted to UFB. The only issue I had with WXC was its price point and speeds. The rest can't be faulted.

In my need for speed I decided to swap my services to SNAP and accordingly applied for the Lightwave Extreme Version 200/50 no cap. In discussions with the SNAP staff at the time of registering my application (over the phone) it was stressed by me that I did not want my services phone numbers or broadband services to be ported until such time as I had the necessary modem from SNAP and that all could take place seemlessly. I was told I'd be contacted prior to it happening and that the modem would be couriered out beforehand. This took place on December 23rd.

Expecting a call in the new year I was amazed to find that yesterday my phone and internet died. A quick call to WXC revealed the number had been ported. Rather concerned I called SNAP who had requested the porting that same day but hadn't even provisioned for my modem to be configured. This was done last night and was told it'd be ready in the morning first thing. I arrived at their office to be told that it wouldn't be ready until the afternoon. After some polite discussion I was asked to return in an hour and it would be ready, which it was.

I arrived home plugged it in and found that the phone now worked, internet worked, albeit with speeds well below the 200/50 mark, call quality was poor. A further call to SNAP got me up to the specified speeds, call quality improved and then within an hour it all went to custard. Speeds dropped off, calls couldn't be received, outgoing calls can't be made.



I get dial tone but nothing connects, it's almost as if the tones from my 3 different handsets are being received and the phone then gives the disconnected signal. I've spent the most part of the day trying to find a solution to no avail.

I can receive calls now, the speed via speedtest back to SNAP is anything from 80-140m per sec but I can't make calls.



I've had numerous calls today with SNAP trying to resolve this issue and it frustrates me that an 'OUT OF BOX' Failure of this Fritz!Box 7390 is still at this point trying to be resolved when clearly it can't. All I want is a new modem and a working telephone with my speeds back to where they should be.

I've just been told that the support person who I have been dealing with is leaving in 1 hour and won't be back until Friday at which point she'll check to see if it's resolved. They'll be wearing the Fritz!Box long before that.

So...has anybody else had issues like this with this box and if so did it get resolved and if so how?

To this point I still have not had an email from SNAP even providing me with all the details of my account like email address, passwords, logins etc...

To me it just seems a little bit of being UNORGANISED.

Very disappointed at this stage.


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  Reply # 959658 31-Dec-2013 18:05 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.





229 posts

Master Geek
+1 received by user: 43

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  Reply # 959701 31-Dec-2013 19:16 Send private message

Update...

Issue resolved by doinga factory reset of the modem and re-configuring the telephony.

Thanks to Christina at SNAP, a lot of patience and a good effort.

It is still a fail on the joining part though - it's never a good idea to port a number until the customer has the gear to connect to it with, also a good idea to actually tell the customer his login details, passwords, etc..

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