[Snap] Horrible Snap Support / DSL stopped PPP auth.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Horrible Snap Support / DSL stopped PPP auth.

sco

2 posts

Wannabe Geek

#142619 18-Mar-2014 21:27

So my ADSL2 (CBD exchange areas are huge, and UFB ones are tiny) stopped working. Can still connect to the exchange, but PPP fails to auth. Which is weird, haven't changed any settings in forever.

So I call snap tech support. And wait. And wait.Has anyone ever called Snap and not heard that they're experiencing an 'Unusual Call Volume'? I did notice that they exchanged the public domain elevator music for repeated Lorde horribly clipped and distorted by the phone. After 64 minutes, I finally get an answer and told that the problem is Chorus'.
Now they're doing the technician send out thing, only I need to approve because of Chorus' policy of charging for faultless call outs.

No idea if the issue will end up being a fault. Last time I had to deal with Snap for my DNS it took 4 calls with chorus visits between each one for one of them to finally realise the problem was on their end and they could solve it during the call.

My questions are: Who do I switch to? Could it be a fault solvable by chorus? Why are people still recommending Snap? Why does it take an hour+ and a queue of 8 for tech support, but accounts is ten minutes, queue of 1? Why doesn't telecom's website allow signing up of naked broadband without already having account?

Seriously, what do I do? Can I get out of a cancellation charge/month without internet and be rid of these idiots? They're not providing me with internet right now, and I'm having to pay exorbitant mobile internet fees.

surfisup1000

5288 posts

Uber Geek

#1008455 18-Mar-2014 21:38

That is a long time to wait on the phone and Snap said in an earlier note they are working to improve this.

As for your problem, why are you are laying blame with Snap despite them saying it is a chorus issue.

If chorus turn around and then say it is snap, then you have a legitimate issue.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#1008551 18-Mar-2014 22:52

your DNS issue, are you refering to the recent issue with the primary DNS issue?

if so, your talking about a larger issue in itself, inwhich it takes time to resolve, maybe the CSRs you spoke to arent aware of what the network guys are up to? (not an uncommon thing for any isp.)

while your waits were long, and somewhat not great, snap are trying to improve this. many other isps are having high wait times currently too.

i can think of a few isps who also average 30+ min wait times, as the normal.

your issue in itself, sounds like something in chorus's network may have come loose, or needs a little TLC.

Is there anything we can help you with or is this a soapbox thread that has no goal?

I am sure Snap have a complaints process that would yield good results.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

sco

2 posts

Wannabe Geek

#1008595 18-Mar-2014 23:48

hio77: your DNS issue, are you refering to the recent issue with the primary DNS issue?

if so, your talking about a larger issue in itself, inwhich it takes time to resolve, maybe the CSRs you spoke to arent aware of what the network guys are up to? (not an uncommon thing for any isp.)

while your waits were long, and somewhat not great, snap are trying to improve this. many other isps are having high wait times currently too.

i can think of a few isps who also average 30+ min wait times, as the normal.

your issue in itself, sounds like something in chorus's network may have come loose, or needs a little TLC.

Is there anything we can help you with or is this a soapbox thread that has no goal?

I am sure Snap have a complaints process that would yield good results.

Err that was a previous DSL issue. Though I have noticed their DNS reporting odd results and losing records that should be there. Do you have a link to the recent DNS issue?

As for help, I just want some guidance in dealing with this, and preventing it in future. I require stability of connection, and haven't seen much stuff on handling a change of ISP. Sadly I doubt there are any true alternatives as neither cable nor fiber are available (despite being in CBD).

I also thought if I could reach the damn exchange with a decent signal they wouldn't need to come round to my apartment. Which as I've said chorus have been to before repeatedly and couldn't locate whatever box they needed too.

Also, if it isn't a fault - then it is Snap's problem and I don't see why'd I need to pay for it.

PaulBags

809 posts

Ultimate Geek
Inactive user

#1008688 19-Mar-2014 08:36

If the line is up but the PPP is down how can that possibly be a chorus fault? My limited understanding is chorus does the lines, snap does the authentication, ergo if it's not authenticating it's snap fault or your router settings (user/password, for example).

trig42

5814 posts

Uber Geek

ID Verified

#1008725 19-Mar-2014 09:07

PaulBags: If the line is up but the PPP is down how can that possibly be a chorus fault? My limited understanding is chorus does the lines, snap does the authentication, ergo if it's not authenticating it's snap fault or your router settings (user/password, for example).

That is what I would have thought too.

It sounds a bit like Snap's helpdesk is passing the buck a bit there.
Whenever I have had to call support for no PPP, it has never been a chorus issue (usually resolved by a port reset, or something in their billing systems). This is with various ISPs whilst my job was mobile tech support (so a few years back now).

OP - your DSL is up, what stats does your Modem show? Is there anything in the logs on the modem that might give you a hint?

surfisup1000

5288 posts

Uber Geek

#1008729 19-Mar-2014 09:10

PaulBags: If the line is up but the PPP is down how can that possibly be a chorus fault? My limited understanding is chorus does the lines, snap does the authentication, ergo if it's not authenticating it's snap fault or your router settings (user/password, for example).

Yes, i was wondering that myself. It could be possible to get DSL sync though, but, there is an equipment fault so the uplink is failing. I've had a couple of telecom / chorus DSL equipment faults in the last 9 years.

Please some expert explain as I am interested too.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#1008755 19-Mar-2014 09:24

sco: So my ADSL2 (CBD exchange areas are huge, and UFB ones are tiny) stopped working. Can still connect to the exchange, but PPP fails to auth. Which is weird, haven't changed any settings in forever.

So I call snap tech support. And wait. And wait.Has anyone ever called Snap and not heard that they're experiencing an 'Unusual Call Volume'? I did notice that they exchanged the public domain elevator music for repeated Lorde horribly clipped and distorted by the phone. After 64 minutes, I finally get an answer and told that the problem is Chorus'.
Now they're doing the technician send out thing, only I need to approve because of Chorus' policy of charging for faultless call outs.

No idea if the issue will end up being a fault. Last time I had to deal with Snap for my DNS it took 4 calls with chorus visits between each one for one of them to finally realise the problem was on their end and they could solve it during the call.

My questions are: Who do I switch to? Could it be a fault solvable by chorus? Why are people still recommending Snap? Why does it take an hour+ and a queue of 8 for tech support, but accounts is ten minutes, queue of 1? Why doesn't telecom's website allow signing up of naked broadband without already having account?

Seriously, what do I do? Can I get out of a cancellation charge/month without internet and be rid of these idiots? They're not providing me with internet right now, and I'm having to pay exorbitant mobile internet fees.

Hi sco,

Can you DM us your user ID and we will check and resport back! there are quite a few things that can cause this from mis-jumpering (you could be jumpered to another ISP's port) to wrong username and password.

However with Snap if you put in the wrong username and password you will get put in a captured portal to let you know, if you are just not getting PPP then the issue is somewhere else.

Thanks,
TheRalph

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