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# 79640 20-Mar-2011 12:25
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I seem to be having rather large problems with Snap's DSL network atm. I purchased some extra data and in about 5-10 minutes it was all gone without me actually using it. My DSL connection is also constantly dropping out.

Hope it gets fixed soon and they refund my data that I never used! 

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  # 450141 20-Mar-2011 21:08
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Have you called the helpdesk?

They are very good...

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“It is important not to let the perfect become the enemy of the good, even when you can agree on what perfect is. Doubly so when you can't. As unpleasant as it is to be trapped by past mistakes, you can't make any progress by being afraid of your own shadow during design.”

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  # 450479 21-Mar-2011 20:04
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BuffyNZ: Have you called the helpdesk?

They are very good...

^^ this.

I've had issues with my line (nothing to do with snap) and they have always been helpful with me.

Though, I've never had any data/overusage/pack stealing issues that you have mentioned. Are you sure you havent "used" it by mistake or similar?


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  # 450620 22-Mar-2011 09:11
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I spent 9 months calling Telecom about the same issue and they treated me like an idiot and kept telling me it was the router. Once they sent chorus out who told us there was an issue with the line but telecom denied it, it was my router.

Eventually i'd had enough and we moved to snap, 4 days later we have found the problem, and a week of trial and error later we traced it to the source. It was fixed the next day.

So 9 months of being poorly treated on Telecom, compared to 2 weeks of being listened to. So yeah, Snap customer service is amazing for issues :D

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  # 452823 28-Mar-2011 16:45
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Looks like Snap Internet is still saying we used the data when we clearly did not. I'm very disappointed with Snap's support team and the way they have handled this issues over the last few days. I'm now leaving Snap Internet for good and I no longer recommend them to anyone! I will not be paying the bill for the data that I did not use!

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  # 452866 28-Mar-2011 18:48
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How did I use 4.4GB in a time frame of one day on 64K Snap?

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  # 455323 4-Apr-2011 21:47
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With all due respect, from what I understand data usage monitors aren't real time, thus you need to somewhat preempt when you will go over your cap.

I've been averaging close to 200-300gb a month with snap since they introduced the "uncap data" part of their service. I've never (and i'm very anal about my usage) had issues with data being used when it shouldn't be.


I have noticed when I purposely go over my cap on the last day it will take a little to show up, which further points to you making a mistake.

good luck with the "not paying your bill" part.. Baycorp just aren't worth the hassle

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  # 455340 4-Apr-2011 22:49
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[it was all gone without me actually using it]

Salival is surely correct. You had already used it, as the meter is bound to be not in real time. Lets say your downloading at 300Mb per hour. Check the usage at 11pm its 7Gb. Cool. Wake up and check the usage, 8Gb. That last Gb was in the 2 to 4 hours that the meter was behind.


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  # 456527 7-Apr-2011 20:02
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The data going over the cap was something else I noticed. The problem was when I purchased data it disappeared in about 30 seconds it caped me down again saying that I had used the data. There was no way it was something I was doing. Kinda wish I had videoed it happening or something like that.

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