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jarledb

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#143596 20-Apr-2014 15:54
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I have had good experience with Snap in the past, but lately they seem to be unable to do good customer service. At the moment I have a ticket that has been in their system for 7 days without reply. (Frequent disconnects).

So I am looking for a VDSL provider with good customer service. Who should I look at?

I am in Napier, Hawkes Bay if that matters.

Update: Fixed misspelling of VDSL (Had typed SDSL).

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sbiddle
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  #1028203 20-Apr-2014 16:01
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The problem with an issue such as that as it's more often than not a wiring related issue, so changing ISP won't fix anything.

SDAL was obviously a typo - do you mean SHDSL or ADSL?



jarledb

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  #1028214 20-Apr-2014 16:32
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sbiddle: The problem with an issue such as that as it's more often than not a wiring related issue, so changing ISP won't fix anything.

SDAL was obviously a typo - do you mean SHDSL or ADSL?


I typed SDSL, I meant VDSL.

The problem might not be with Snap as such. I suspect it could be interference between my flat and the cabinet. But having to deal with a supplier that doesn't answer support tickets means that the issue is not likely to be fixed. Thats why I am looking for someone that actually got their act together and can be on board on trying to solve a problem that is getting pretty frustrating. 

 
 
 
 


NonprayingMantis
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  #1028217 20-Apr-2014 16:38
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you have master filter and modem already?

try bigpipe.   www.bigpipe.co.nz

jarledb

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  #1028243 20-Apr-2014 17:02
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So what are your experience with support at Bigpipe? "Online only" support? Whats their response time?

Strange that their "stripped back" service (their words) costs more than Snaps equal package... And I am also wondering what their data cap free connection actually does to the throughput that is available?

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  #1028247 20-Apr-2014 17:12
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jarledb: So what are your experience with support at Bigpipe? "Online only" support? Whats their response time?

Strange that their "stripped back" service (their words) costs more than Snaps equal package... And I am also wondering what their data cap free connection actually does to the throughput that is available?


emails have been responded to in about 30 mins for me.

the stripped back aspect relates to no free modem, no free email, no free anti-virus, etc etc.  All stuff I don't care about anyway since I already have it.

no contract or connection fee, so you can try it out and switch if it's no good.
(you'll probably have to go through DLM again though before chorus will be persuaded to look at your line)

Had no issues with my VDSL.

current speedtest.  


ETA:
it thinks I am in wellington for some reason, when I am actually in auckland

here is actual speedtest to closest server (speed is same, but better ping)



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  #1028293 20-Apr-2014 18:25
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I assume you are not an early adopter of VDSL with SNAP... As many of them didn't come with a Master Filter / Splitter.

Easy way to tell, can you only get VDSL service at one dedicated jackpoint? Or do you still have in-line filters at each outlet and the modem works at any jackpoint?

If you have the latter then you need a Master Filter.

jarledb

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  #1028314 20-Apr-2014 19:38
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plambrechtsen: I assume you are not an early adopter of VDSL with SNAP... As many of them didn't come with a Master Filter / Splitter.

Easy way to tell, can you only get VDSL service at one dedicated jackpoint? Or do you still have in-line filters at each outlet and the modem works at any jackpoint?

If you have the latter then you need a Master Filter.


There is a Master Filter here. Was part of the install we did when we got VDSL here.

Snap has obviously read this thread and I have had someone answer my ticket now. Hopefully the follow up will go smoothly as well.

 
 
 
 


cyril7
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  #1028315 20-Apr-2014 19:42
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Hi, my experience with SNAP for school connections has been exemplary, I see it as one of their strengths, you log a fault and get contacted back by a CSR that has both knowledge and the ability to do things, rather than fob you off, further they dont treat you as an idiot.

As others have suggested, disconnection issues are most likely to be a wiring issue which will afflict any ISP, I suggest you recontact SNAP and ask whats the story with your previous ticket, but dont jump ISP's over one ticket slip up.

Cyril

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  #1028388 20-Apr-2014 22:15
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jarledb: So what are your experience with support at Bigpipe? "Online only" support? Whats their response time?


I think you will find that BigPipe is active in their sub-forum on geekzone - at one stage organizing master filter at free of charge.





hio77
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  #1028419 20-Apr-2014 23:49
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snap are normally pretty good at getting back to you.

with a recent fault, i personally was dealing with two different teams at snap, both working away to get things working, the csr who was responding to my ticket was anything but slack, often getting an email daily of just heres and update, we havent heard anything yet, and have polled for more information.


if you really feel you need to switch though, assuming you have a filter, bigpipe seem good - just remember the CG-NAT, if you require a external ip you might wanna talk to them about that first.




your issue is clearly the physical connection, so changing isp wont help. moving isps can often be worse, as you wont have that history to argue with.





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

 


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