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KiwiJaz

31 posts

Geek


#139222 31-Jan-2014 19:19
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I had chorus visit a few days ago to setup vdsl. They didn't instill any confidence when installing but eventually left saying it was working and I would connect at 41mbs. Was pretty happy about that but snap had forgotten to send my 7390 fritz box. It arrived the day after, but I was unable to connect. Snap advised that chorus were at fault and logged a call with them it was to be a four hour response and that they would call me back. That call never came so I called the snap help desk to chase it up only to be told chorus had no update. This same process has been repeated and we are no further along. Snap have not been updating my call either. Feeling pretty helpless/powerless to do anything. Josh has been helpful but I still have no internet/phone. Was told they could put me on adsl in The meantime but that has not eventuated. Chorus have not updated snap with any technical info as to what they suspect May be wrong. Does anyone know of a way for me to escalate this or get more info from Chorus?

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Oriphix
516 posts

Ultimate Geek


  #978329 31-Jan-2014 19:54

I know what you going through I have been through the same experience going to VDSL.

Login to your modem and check the following settings.

Internet --> Account information --> Change Connection setting  (at the bottom)


RalphFromSnap
776 posts

Ultimate Geek

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Snap Internet

  #978343 31-Jan-2014 20:32
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Hi KiwiJaz

Our sincere apologies, I understand this is extremely frustrating, and our lack of communication has not helped.
Chorus did acknowledge an issue yesterday after we escalated this with them.
Unfortunately we've struggled to get any specific information about what is happening and when it will be resolved, which isn't acceptable and will be raised with the appropriate parties.

We're working hard to get this sorted, I'll update you as soon as I receive any further information.

^RO






Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator



 
 
 
 


KiwiJaz

31 posts

Geek


  #979004 2-Feb-2014 19:08
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Thanks for your help Oriphix and thank you Ricky, Cameron, Josh and all others at Snap who pursued this and got my connection working..much appreciated.

I was connecting at 41.7 Mbit/s before (but wasn't getting to the internet).

I am now connecting at 18 Mbit/s.

Someone at Snap was going to see if Chorus could connect me via ADSL instead of VDSL temporarily. Is this what they have done? If so, will they put me on VDSL and will I be connecting at a speed similar to 41.7 Mbit/s later?

Thanks again,

Jarod

raytaylor
3461 posts

Uber Geek

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  #979116 2-Feb-2014 23:02
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I am told that a chorus dslam will take a week or so to optimise your line - you need to keep your vdsl modem on and working during this time to get the optimum speed. If you regularly switch it off or reset, the dslam thinks your speed needs to be dropped to stabilise it. Not 100% sure on this - think i read it on here somewhere.

When we first had VDSL installed into an office for a customer that was 25 metres from the cabinet to the modem (cabinet was on the side of their building), a speedtest was something like 15down and 5up. A test now shows 60down 9.2up




Ray Taylor
Taylor Broadband (rural hawkes bay)
www.ruralkiwi.com

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For my general guide to extending your wireless network Click Here




KiwiJaz

31 posts

Geek


  #979198 3-Feb-2014 09:04
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raytaylor: I am told that a chorus dslam will take a week or so to optimise your line - you need to keep your vdsl modem on and working during this time to get the optimum speed. If you regularly switch it off or reset, the dslam thinks your speed needs to be dropped to stabilise it. Not 100% sure on this - think i read it on here somewhere.

When we first had VDSL installed into an office for a customer that was 25 metres from the cabinet to the modem (cabinet was on the side of their building), a speedtest was something like 15down and 5up. A test now shows 60down 9.2up


Thanks Ray. Will keep my modem on and hopefully it will increase.
Regards,
Jarod

KiwiJaz

31 posts

Geek


  #979662 3-Feb-2014 19:35
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Well, Snap really came to the party and got my connection sorted!

Really appreciate the work they did for me getting Chorus to sort this quite quickly, they also have me on VDSL at 41 Mbit/s.

It is a good experience calling their knowledgeable service desk. I am used to talking to foreign call centres when I was with my two previous ISP's in the U.K.

Thanks again Snap!


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