[Snap] SNAP - UFB Install/VOIP Queries

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] SNAP - UFB Install/VOIP Queries

Otagolad

364 posts

Ultimate Geek

#127073 29-Jul-2013 11:03

Have now got UFB installed and after the following teething issues we are up and running:

1. The Enable (Downers) tech crushed the fibre in the ETP resulting in us not having a connection for 24 hours while they checked where the issue was - they thought it was an exchange issue until they came back and found the crushed fibre strand.

2. Snap failed to port over our telephone number and it took them two days to rectify.

3. Once the number was ported the line just went to voicemail and it took two calls to rectify that issue.

But now that we have it running it's awesome with MLB streaming working like a charm and downloads/uploads flying (we're on the 100/50 plan and getting SpeedTest.net results of 93.85 down and 46.16 up). I do however have a couple of queries re VOIP (we have the Fritz!Box7390):

A. Is there anyway to not have to dial your local area code to make local calls?

B. We are using the DECT base station that came with our Panasonic cordless phones rather than the DECT inside the Fritz!Box and we no-longer get caller ID i.e. whereas previously it would show "Mum&Dad" on the screen of the phone it now just shows the number.

I have to say that although the VOIP works pretty well, the setup wasn't smooth and for less technical people out there would have been a bit of a nightmare, especially regarding ensuring the phones still worked off their old sockets/plugs throughout the house. There is a bit of a disconnect between Enable and the ISP's when it comes to helping out the customers get back to the same position they were in before the copper line was disconnected.

What I mean by that is Enable came in and put the ONT etc. in our Patch Panel Box (I tried to make it easy for them) and then connected it to the Fritz!Box, tested the signal and left - the signal was fine for half-an-hour until the crushed fibre gave out. When I asked the Enable/Downers guy about connecting our telephone lines, which are over Cat5e, he said they needed to go in the FON1 port in the Fritz!Box and that needed an RJ11 plug. When I asked if he could change the plug to get it up and running he said it wasn't his issue and was the VOIP/ISP's issue. Well of course Snap aren't interested in how you actually connect up your phoneline so I've had to deal with it myself.

This approach of no one being responsible for ensuring the full product is deployed in a seamless way will cause lots of people who aren't technically minded to hold of switching to UFB. This is on top of issues such as not being able to use the ordering system on your Sky-box without a copper phoneline plugged in the back (not an issue for me) and how to deal with monitored alarms (easiest option for us was to go with a mobile alarm, which means a Vodafone module gets plugged in to the alarm panel - this was way cheaper than changing the panel to an IP based one and still having issues if the power goes out for the ONT).

Can't fault Snap for their help and the UFB product is rock solid, but getting UFB installed isn't always as easy as you'd think even if you are technically minded and go to some lengths to try and help the technicians out.

PeterReader

6018 posts

Uber Geek

Trusted

Geekzone

Lifetime subscriber

#867721 29-Jul-2013 11:03

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

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Otagolad

364 posts

Ultimate Geek

#868379 30-Jul-2013 11:13

To answer my own queries:

A. After speaking to another Snap rep he made yet another change to the Fritz!Box remotely and now we don't have to dial the area code first for local numbers.

B. The fix in A above fixed the issue of caller ID not working.

It would have been nice if the VOIP service "just worked" out of the box as it has taken approx. 8 calls to sort, however now its all good.

surfisup1000

5288 posts

Uber Geek

#868388 30-Jul-2013 11:44

I'd have thought snap should be responsible for ensuring the product gets up and running. It should be them running around, not you.

What is this vodafone alarm module? I assume it has a simcard, so it must cost you something right? does it just plug into the wired telephone jack on the alarm?

Otagolad

364 posts

Ultimate Geek

#868400 30-Jul-2013 12:03

Surf,

You would think that Snap would be running around, but from my experience it takes the customer ringing to say x, y and z aren't working and they fix it remotely. The problem that I had was that each time they fiexed one problem (e.g. not porting the number properly) there was another problem (e.g. all calls to the home no. would go to answerphone and would not ring on the phone in the house) or they were issues that I wasn't sure should be issues (e.g. whether it was normal to have to dial the area code for a local number - one Snap person said it was normal and the second one said it wasn't and fixed the issue).

In regards to the Vodafone alarm module, we could have replaced the main alarm keypad etc. with a newer IP one, however installation costs, parts, and replacing secondary alarm pads in the house would have resulted in a few k's of expense. The alternative was that the alarm company install a Vodafone module which costs a few hundred dollars and $5 a month in call charges (paid to the monitoring company as part of the monthly fee). The advantages of the Vodafone module over copper and fibre is that there is no external connection that can be cut and it is actively monitored (Fibre/IP monitoring can do this) and will draw its power off the alarm's back-up power supply for some time, up to 8 hours in our case (using a UPS like we have won't keep your ONT going very long). For an existing alarmed house this is quite a good way to go as is significantly cheaper than a full upgrade, although if I was building I would likely go with IP monitoring as the cost of installing from scratch wouldn't be prohibitive overall and some of the remote monitoring functions are quite cool.