[Snap] New SNAP Connection and Phone issues

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] New SNAP Connection and Phone issues

RHO01

3 posts

Wannabe Geek

#116828 11-May-2013 10:01

Please help,

My 2nd day as a snap customer and I have spent more time on the phone in last 2 days than the last 18 months with my previous providor.

I have a new lightwave connection and previosuly was a world exchnage customer using a linksys box and the phone through the fibre and worked like a dream.

The snap connection and internet is 100% great.

My touch tone panasonic phone seems to have issues with SNAP or the Fritz nox.

While I can use and make calls , when you call say a bank and go in the phone banking system I can not make choices and go round and round in the menus.

I can't even select Technical support on the snap o800 number....lol..sigh.

I have spoken at length and have been informed that its a back end issue and they are working on it...but no time frame.

Has anyone else had this issue..?
Have people replaced the phone they use with something else that works ?

I asked if SNAP could make my old Linksys box work as it was wonderful with the voice...but no or if I made it work there was no support.

I am very frustrated by this as nearly every company you call has a system that expects phone input ....and some systems will keep going round and round until you make a choice and not just place you in a queue .

Help , any suggestions.
The support folks at SNAP have been great and tried things ..but I am very disappointed in the "System" so far as this is BASIC VOIP stuff and should just work.

sidefx

3711 posts

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#815653 11-May-2013 10:15

There have been a few other threads with people having similar issues. Sounds frustrating, heopfully someone else will chime in with a solution. Snap in my experience are excellent so with any luck they will get you sorted soon.

But since you're looking for suggestions... another one is to sign up for a 2talk local number for a month for I think $11. I believe you can setup multiple voip lines on the fritzbox so could do it pretty much straight away and set it up with your existing number and just use it for outgoing calls when you need to. I'm with snap naked vdsl and 2talk for voip and both have been outstanding.

If it works well there is the option of porting your number to 2talk and just getting internet from snap... not ideal but it is an option.

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RalphFromSnap

776 posts

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Snap Internet

#815656 11-May-2013 10:23

Hi RHO01,

This is a known fault and we are working with the manufacturer to get this sorted ASAP, we expect it to be resolved very shortly, sorry for the inconvenience. we will post back here once its fixed.

Thanks,
TheRalph

Snap

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maverick

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WorldxChange

#815690 11-May-2013 11:25

always happy to take the phone services back Steve as our stuff "works like a dream"

, that's the biggest problem we see so far people rushing in with no real experience in VoIP and PSTN networks interop , not as easy as some people think to offer that quality experience.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

chevrolux

4962 posts

Uber Geek
Inactive user

#815833 11-May-2013 16:48

I think it would be a very good idea or the OP to just plug your VFX kit back in and use that. It most certainly will be better than Snap's VoIP service currently. Only issue could be that the Fritz intercepts everything on 5060 but I think WorldXChange use 8060 as their alternate port so you will be sweet.

RHO01

3 posts

Wannabe Geek

#815869 11-May-2013 18:43

maverick: always happy to take the phone services back Steve as our stuff "works like a dream"

, that's the biggest problem we see so far people rushing in with no real experience in VoIP and PSTN networks interop , not as easy as some people think to offer that quality experience.

I maverick.

I moved from world exchnage becuase of the "raping" (sorry for strong words) of customers in a sub division that only world exchnage had access to.

I called and sent letters as well as email asking why such over inflated prices were charged.

I got no suitable reply and no contatc repsonse at all.

When the fibre was layed by enable in chch and the subdivision was updated and opened to competition I funnily enough got a phone call offering reduced prices from world exchange....I was not happy.

WHile I relally enjoyed World exchnage and their service and support and the voice and data where excellent .
The treatment of the captive customer base in my opinion was very short sighted as world exchange must have known that competition would come eventually.

I am very happy to wait and allow snap to fix the dtmf phone issue as I know they will.

I hope you will convey to your bosses at world exchange how their treatment of their captive customers in the subdivision I am in has not gone un noticed here .

coffeebaron

6231 posts

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#815871 11-May-2013 18:50

RHO01:
maverick: always happy to take the phone services back Steve as our stuff "works like a dream"

, that's the biggest problem we see so far people rushing in with no real experience in VoIP and PSTN networks interop , not as easy as some people think to offer that quality experience.

I maverick.

I moved from world exchnage becuase of the "raping" (sorry for strong words) of customers in a sub division that only world exchnage had access to.

I called and sent letters as well as email asking why such over inflated prices were charged.

I got no suitable reply and no contatc repsonse at all.

When the fibre was layed by enable in chch and the subdivision was updated and opened to competition I funnily enough got a phone call offering reduced prices from world exchange....I was not happy.

WHile I relally enjoyed World exchnage and their service and support and the voice and data where excellent .
The treatment of the captive customer base in my opinion was very short sighted as world exchange must have known that competition would come eventually.

I am very happy to wait and allow snap to fix the dtmf phone issue as I know they will.

I hope you will convey to your bosses at world exchange how their treatment of their captive customers in the subdivision I am in has not gone un noticed here .

Pricing and lack of competition was nothing to do with WxC!

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maverick

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WorldxChange

#815918 11-May-2013 19:55

RHO01:
maverick: always happy to take the phone services back Steve as our stuff "works like a dream"

, that's the biggest problem we see so far people rushing in with no real experience in VoIP and PSTN networks interop , not as easy as some people think to offer that quality experience.

I maverick.

I moved from world exchnage becuase of the "raping" (sorry for strong words) of customers in a sub division that only world exchnage had access to.

I called and sent letters as well as email asking why such over inflated prices were charged.

I got no suitable reply and no contatc repsonse at all.

When the fibre was layed by enable in chch and the subdivision was updated and opened to competition I funnily enough got a phone call offering reduced prices from world exchange....I was not happy.

WHile I relally enjoyed World exchnage and their service and support and the voice and data where excellent .
The treatment of the captive customer base in my opinion was very short sighted as world exchange must have known that competition would come eventually.

I am very happy to wait and allow snap to fix the dtmf phone issue as I know they will.

I hope you will convey to your bosses at world exchange how their treatment of their captive customers in the subdivision I am in has not gone un noticed here .

Thanks for the comments Steve, actually I am one of the bosses btw.

http://www.geekzone.co.nz/forums.asp?forumid=135&topicid=110918&page_no=2

Have a read through this thread there are a number of reasons why we were the only ones, but basically we were under a trial agreement we were locked into a pricing structure as no costs were known due to this being trial/ pilot service, unfortunately the way you see it as us being a monopoly is the sad fact of that we were the only ones capable or prepared to offer a carrier grade service nationally to fibre subdivisions and we were locked into the contract with fixed pricing due to unknown costs, just so happened it was almost 4 1/2 years but the fact is that if we were not there then over 3 thousand users would not have had a service for these last 4 years.

We actually discussed a few times terminating our involvement with FTTH due to these reasons and just leave it to Telecom / Chorus to find providers , you can bet if we stopped doing this 2 to 3 years ago you would not have Any providers at all so while you see us as "raping" you there were reasons for the pricing and plans we had no other options. The over riding factor for us to continue was a belief in the fact that VOIP is a viable technology and needed to be proven by a company that actually knows what they are doing in this space as its too important a technology change for it to fail, not a lot of that was around and not to many companies were rushing to look after small subdivisions all round the country so we were more than happy to continue to support New Zealand's subdivisions.

You finally heard noise from the others who wanted to jump onto the bandwagon when UFB become a reality and you saw ISP's frantically trying to get a VOIP platform up and running to try and take advantage of the opportunities that UFB will offer. they also shouted how choice was here's hen UFB become available in FTTH areas , that is great but none of them were around when you moved into your brand new subdivision with fibre and needed a service they didn't jump up and down then trying to get you a service so were quite happy to let others look after them, our network has been fully VOIP enabled for 11 years (fact) not months and we are proud of the fact that it was WXC that set the blueprint for UFB.

Our biggest problem is that a few customers don't know the full commercials around the FTTH pilot project and didn't know we could not offer new pricing until the pricing for UFB was set, as soon as it was we put out new plans.

But we fully appreciate the fact that customers like choice and am pretty happy we supplied you with great service, that makes me extremely happy, just hope you can understand the background as well.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications

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RunningMan

8954 posts

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#815923 11-May-2013 19:59

RHO01:
[snip]
I moved from world exchnage becuase of the "raping" (sorry for strong words) of customers in a sub division that only world exchnage had access to.

The underlying pricing was not set by them for the BoF trial, so you're pointing the finger in the wrong direction.

maverick

3594 posts

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WorldxChange

#815926 11-May-2013 20:01

Also this was another one, have a read of this to back up my comments about others not wanting to supply services until UFB,

http://www.geekzone.co.nz/forums.asp?forumid=135&topicid=100276

Extract from the last post

I have been in email discussion with Chorus and finally have the following statement, which I believe is very promising:

Chorus has been laying fibre in some new subdivisions (or subdivision stages) since 2009. These are “fibre only” subdivisions and residents are connected to broadband and phone services using our Broadband over Fibre (BoF) service, delivered by WorldxChange – the only retailer to date who has developed fibre based voice and broadband services for retail customers.. Today around 50 subdivisions with around 2000 customers receive a BOF-based voice and broadband service through WorldxChange.

We had anticipated that more service providers would have engaged in the Broadband over Fibre offer, but low volumes of fibre only subdivisions has inhibited the development of fibre only retail services..It has only been the arrival of UFB that has given retail service providers the stimulus to build products over fibre. UFB products are being delivered via different fibre technology – NGA – which requires different equipment (from BOF) within the exchange and in the customer’s premises.

With the move to a fibre world, Chorus has a programme of work to migrate from BOF to NGA technology in these fibre subdivisions to ensure a consistent fibre approach. We are planning the equipment roll out to start by the middle of the year. This means that when we install the new GPON equipment at the relevant exchange, service providers who may have carried out product development for UFB, will be able to offer NGA based fibre services to residents in those subdivisions if they choose. BOF services will no longer be offered to new customers once NGA services are introduced into the new subdivision. WorldxChange will plan to migrate customers to new NGA services at that time.

Yes I am a employee of WxC (My Profile) ... but I do have my own opinions as well

https://www.facebook.com/wxccommunications