[Snap] Some feedback on not choosing Snap

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Some feedback on not choosing Snap

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200 posts

Master Geek

#641990 17-Jun-2012 01:51

There's also a extremely large amount of behind the scenes stuff that goes on too that the majority of people don't know about or understand.
From someone who has worked in the industry in the past I can say that you can't blame any ISP for issues that you only see the face value of.
I'm not saying that you are of course just that allot of people are quick to point fingers at the blame game before actually researching or bothering to investigate the issue further before accusing companies of poor service or throttling etc in some cases.

DrCheese

382 posts

Ultimate Geek

Trusted

#642003 17-Jun-2012 09:05

Well, I did the right thing and had my house re-wired before pointing my finger elsewhere. Most people wouldn't know to check this out first.

David.

sbiddle

30853 posts

Uber Geek

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#642008 17-Jun-2012 09:33

CeeGee:

Nothing about the drag on performance POTS home line causes on VDSL. Now, most of the problems were not Snap's fault, but when you're giving advice, its important to clearly identify what you can do before you promise it.

A POTS line causes no performance issues for VDSL2. What you do need to understand however is a master filter is mandatory for VDSL2, regardles of whether you're going naked or clothed DSL. The only exception being if you've got a naked connection wired straight to a xDSL only jackpoint where the modem is plugged in.

CeeGee

74 posts

Master Geek

Lifetime subscriber

#642083 17-Jun-2012 13:25

SamF: CeeCee; Did you ever get your line checked / a splitter installed or are your issues above and beyond that?

No, I didn't Sam, but Snap did. I paid Snap the fee they requested at the time to do all that. I figured They were the one offering the service and i didn't want to get into arguments later about who was responsible for what if things didn't work.

That said, they did send a tech who installed a splitter. Given the distance from the cabinet, I get relatively good speed (3 Mbs) between 3:00 and 6:00 am most weeks, so the installation itself appears ok. It worked fine for a few months, but now its just that the afternoon and evening speeds drag to a crawl.

CeeGee

74 posts

Master Geek

Lifetime subscriber

#642085 17-Jun-2012 13:29

DrCheese:
CeeGee:

I'm several months into a 12 month contract for Snap's VDSL and I have to declare that I'll be switching on day 366. I've had to kiss Apple TV goodbye, and the only time I seen to get anywhere near DSL speeds in in the early hours of the morning.

Check your DNS server addresses. I had this issue with HostingDirect and the problem was caused by my having a US-based DNS address (from OpenDNS) entered into the DNS address 2 field by mistake.

David.

Thanks David, I'll add that to the 'to do' lids when I'm back home

McGee

200 posts

Master Geek

#642086 17-Jun-2012 13:30

What's your sync's out of interest

CeeGee

74 posts

Master Geek

Lifetime subscriber

#642087 17-Jun-2012 13:31

sbiddle:
CeeGee:

Nothing about the drag on performance POTS home line causes on VDSL. Now, most of the problems were not Snap's fault, but when you're giving advice, its important to clearly identify what you can do before you promise it.

A POTS line causes no performance issues for VDSL2. What you do need to understand however is a master filter is mandatory for VDSL2, regardles of whether you're going naked or clothed DSL. The only exception being if you've got a naked connection wired straight to a xDSL only jackpoint where the modem is plugged in.

Sounded like Something I hadn't heard of before, but I was picking up on a comment either earlier in this topic, or in one of the other Snap discussions this month. Thanks for your reassurance, one more thing i can cross off my list of possible causes.
:-)

Charlie

Equinox IT

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McGee

200 posts

Master Geek

#642329 18-Jun-2012 08:07

It's also known as bridge tap I believe.

http://encyclopedia2.thefreedictionary.com/Bridge+tap

johnr

19282 posts

Uber Geek
Inactive user

#642333 18-Jun-2012 08:21

DrCheese: I did find a statement about Snap owning mobile phone numbers that are issued to their customers. Is this allowable? Anyone can switch providers and keep their mobile number.

David.

Carriers do own mobile number ranges but they can't stop you from porting it to another carrier. If you deact a ported mobile number when it's on another carrier then it's passed back to the carrier that owns that range

nzkiwiman

2585 posts

Uber Geek

Subscriber

#642578 18-Jun-2012 15:30

I've been with Snap since September 2010 when I moved from Orcon

Haven't let me down -- even the poor YouTube performance that I have bitched about is nothing major really. If YouTube isn't working via streaming then I will switch to direct downloading instead and get my max line speed over 3/4 videos 9which is a limitation of the free software I am using)

When I have had to call for service issues they have been fast to answer, fast to assist and never not known the answer or had to refer me higher up the chain/promise to call back and never have.

loopylarry

18 posts

Geek

#643021 19-Jun-2012 10:41

I feel like joining the guy above and balancing the thread with some praise.

Last week I was finally too tired of Vodafone to continue with them. To cap off the dilly-dallying around new data plans, they informed my household that a previous $30 discount we received on broadband for having a mobile account was being removed. And then that lack of discount was immediately applied on our next bill - not even breathing space... Loyal customer for several years, but it didn't feel like we had much to show for it...

Signed up to Snap online - which I immediately thought I would regret, because we shortly thereafter hit our data cap with VF, and reduced speed followed. I figured that if I had phoned Snap I could have talked to a human, told them I was on slow speed, and tried to get our installation to the top of the list with some friendly banter. But there was a little "extra comments" box in the online form where I explained my predicament nonetheless.

But I was wrong to worry - submitted the online form in the middle of the day on a Tuesday - when I got home from work on Wednesday the old VF connection wasn't being picked up by the router. Entered Snap's settings, voila, internet. Just over 24hrs from request to connection - very impressed.

So far no cause to complain about the quality of the connection. Speeds (central Auckland - Grey Lynn, for any interested) are panning out to be the same as previously provided by VF. Gaming ping has dropped by about 30% to all the Australian servers I play on...and I don't experience any YouTube buffering issues (using the all-you-can-eat addon).

I wasn't entirely comfortable, as OP mentions, with the term contract or the cancellation fee - but I figure if I want to leave before the end of contract, I'll try play for a competitive offer from another provider that either credits me that cancellation fee or offers me a couple of months for free on their service to redress the loss. So I'm not too fussed, but I'm also not expecting to leave any time soon...

Ragnor

8218 posts

Uber Geek

Trusted

#643036 19-Jun-2012 11:15

CeeGee: Given the distance from the cabinet, I get relatively good speed (3 Mbs) between 3:00 and 6:00 am most weeks, so the installation itself appears ok. It worked fine for a few months, but now its just that the afternoon and evening speeds drag to a crawl.

3Mbit to where? Domestic speed test, international speed test, download from x?

What are the line stats in your modem (line attenuation, line stats etc)?

Ragnor

8218 posts

Uber Geek

Trusted

#643044 19-Jun-2012 11:25

johnr:

Carriers do own mobile number ranges but they can't stop you from porting it to another carrier. If you deact a ported mobile number when it's on another carrier then it's passed back to the carrier that owns that range

Well strictly they aren't owned but rather allocated to telco's/carriers by deed.
http://www.nad.org.nz/

The ComCom added number portability in 2007ish so if you currently have the use of a number you can port it between service providers.. so you end up with a situation where you are the current user of a number it's been ported and in use on provider x but was originally allocated to telco/carrier y.

McGee

200 posts

Master Geek

#643046 19-Jun-2012 11:30

Ragnor:
CeeGee: Given the distance from the cabinet, I get relatively good speed (3 Mbs) between 3:00 and 6:00 am most weeks, so the installation itself appears ok. It worked fine for a few months, but now its just that the afternoon and evening speeds drag to a crawl.

3Mbit to where? Domestic speed test, international speed test, download from x?

What are the line stats in your modem (line attenuation, line stats etc)?

I've been waiting to see these too, Have you contacted Snap regarding speed issues yet ??

smudger

46 posts

Geek

#643263 19-Jun-2012 15:54

I'm looking forward to being online with Snap VDSL....but so far my experience is a little slower, 6 days since i did things online and still NOTHING happening.

loopylarry: I feel like joining the guy above and balancing the thread with some praise.

Last week I was finally too tired of Vodafone to continue with them. To cap off the dilly-dallying around new data plans, they informed my household that a previous $30 discount we received on broadband for having a mobile account was being removed. And then that lack of discount was immediately applied on our next bill - not even breathing space... Loyal customer for several years, but it didn't feel like we had much to show for it...

Signed up to Snap online - which I immediately thought I would regret, because we shortly thereafter hit our data cap with VF, and reduced speed followed. I figured that if I had phoned Snap I could have talked to a human, told them I was on slow speed, and tried to get our installation to the top of the list with some friendly banter. But there was a little "extra comments" box in the online form where I explained my predicament nonetheless.

But I was wrong to worry - submitted the online form in the middle of the day on a Tuesday - when I got home from work on Wednesday the old VF connection wasn't being picked up by the router. Entered Snap's settings, voila, internet. Just over 24hrs from request to connection - very impressed.

So far no cause to complain about the quality of the connection. Speeds (central Auckland - Grey Lynn, for any interested) are panning out to be the same as previously provided by VF. Gaming ping has dropped by about 30% to all the Australian servers I play on...and I don't experience any YouTube buffering issues (using the all-you-can-eat addon).

I wasn't entirely comfortable, as OP mentions, with the term contract or the cancellation fee - but I figure if I want to leave before the end of contract, I'll try play for a competitive offer from another provider that either credits me that cancellation fee or offers me a couple of months for free on their service to redress the loss. So I'm not too fussed, but I'm also not expecting to leave any time soon...

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