[Snap] VDSL Install Nightmare

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] VDSL Install Nightmare

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43 posts

Geek

#941545 27-Nov-2013 10:13

UPDATE:
Just got a call from the Downer Tech, he said he just tested my line and he can't see anything wrong with the line. it is a good line for phone calls
The line is working, He does say that there is a few bridged tap on the line but he does not do line grooming, that is Chorus that need to do that.
So he is going to close the fault, but said I need to talk to Snap about this and get them to tell Chorus to groom the line. He did mention that is way the broadband is not great.

So I phoned Snap told them that. The Snap Tech said he will run a bridged test on the line but will take 24 hours and see if there is any issues.

So I told him that if they can/don't want to fix this I want my contract canceled as I am not getting the same service as my old service.
So he said you will have the same issue on another providers, so I said I would not have moved to VDSL if I could not get it, I would have gone to Cable as I have it on my street.
So he just said wait for the test to be done. Call us back tomorrow at 10am and we can see what we can do.

This is really starting to piss me off. I have spend so much time on the phone with Snap over the last 5 days, and I keep needing to call them.

At this point I am think I just need to it cancel.

Really disappointing.

Chris

Distorter

220 posts

Master Geek

#941586 27-Nov-2013 10:36

Would the LSP have any records of your lines stats before all this mess? I would give them a call and see and compare, that would be a good indication that Chorus messed something up.

vexxxboy

4243 posts

Uber Geek

#941606 27-Nov-2013 10:55

stick with it , you have come this far and if you really wanted cable you would have gone with it in the first place. You never know they may get it sorted and what's 1 more day after the hassle you have been through.

Common sense is not as common as you think.

fastie81

43 posts

Geek

#941673 27-Nov-2013 12:26

Is there like a cooling down period that I have to get out of my contract?
I was told there maybe one but cant see anything on the T&C's

Distorter

220 posts

Master Geek

#941685 27-Nov-2013 12:49

Explain the situation and you would clearly be able to break your contract.

chevrolux

4962 posts

Uber Geek
Inactive user

#941693 27-Nov-2013 12:58

The faultman has not done the right thing. He shouldn't have closed the fault, he should have referred it to the cable team to gte your line swept for multiples. This isn't really Snap's fault at all. Chorus did the pre-qual tests, Chorus installed the circuit and now Chorus must fix the fault.

fastie81

43 posts

Geek

#941696 27-Nov-2013 13:02

That is how I feel, I just don;t know how I can push Snap to push Chorus to fix their mess.

My line was good before, I just wanted better upload speed that VDSL would have given me. but now I am lucky to have a connection at all by the look of it. :(

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RunningMan

8953 posts

Uber Geek

#941705 27-Nov-2013 13:22

In the short term, I'd escalate it back through Snap! - perhaps drop a PM to RalphFromSnap on here as well. Given there's been a bit of backwards and forwards with Chorus, it may pay to try and identify a single point of contact at Snap! who can help you get it sorted.

IMO, you've weighed up your options, and chosen Snap! VDSL as being the best fit for you. Problems can happen when getting new services provisioned - give them a bit more time to get it resolved, and if it's still problematic in a couple of days, then reconsider what to do then.

fastie81

43 posts

Geek

#941706 27-Nov-2013 13:25

Cool.. I will PM Ralf

It is hard telling the story over and over and then put on hold for them to read the notes.

Will give them maybe until Friday before considering next step.

RunningMan

8953 posts

Uber Geek

#941712 27-Nov-2013 13:30

fastie81: [snip]

It is hard telling the story over and over and then put on hold for them to read the notes.

That's usually the most frustrating part of any fault finding - that's why I suggested finding one point of contact who you can keep dealing with through to resolution, rather than simply speaking to one of several different people working the helpdesk, who have to come up to speed with the issue each time you contact them. Ideally one of the more senior staff who can also liaise directly with Chorus to get to the bottom of the issue for you.

fastie81

43 posts

Geek

#941723 27-Nov-2013 13:43

yes, I will see what Ralph comes back with..

The funny thing is that the helpdesk get all jittery when you ask them to talk to a supervisor.

My wife is not happy with me as I had to explain why we don't have internet over the last weekend and now it is not performing as it was..

She just want me to go back, but that is not going to change anything.. :)

hio77

12999 posts

Uber Geek

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Lizard Networks

#941737 27-Nov-2013 13:55

keep at it, chorus techs have a habbit of trying to shove lines off as being "too far" - mines 80M as the road goes, or 212M electrically.. and i was told i was too far.

considering you had a 20/1, thats a pretty decent adsl sync.. once your lines cleared up, your vdsl should be looking pretty nice too.

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fastie81

43 posts

Geek

#941741 27-Nov-2013 13:58

Jipp that is why I started the process.

fastie81

43 posts

Geek

#942104 28-Nov-2013 10:38

Hi Guys

Just an Update.
RalphFromSnap is on the case.

Errors found on the line after the line test, so he is now pushing it back to Chorus.

Thanks for you help RalphFromSnap.

Chris

RunningMan

8953 posts

Uber Geek

#942119 28-Nov-2013 10:47

Excellent - good news.

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