[Snap] SNAP = Declining Levels of Customer Service and Network Performance

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] SNAP = Declining Levels of Customer Service and Network Performance

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RunningMan

8953 posts

Uber Geek

#991347 20-Feb-2014 19:50

itsben: As above I was getting poor sync speed decline over the last year.

Almost certainly an issue in your own dwelling under your control.

Possibly, but significantly less likely a Chorus issue.

Not at all an issue with Snap!.

pchs

185 posts

Master Geek

#991352 20-Feb-2014 20:00

If you have moved now are your old sync rates are now a moot point (or maybe the issue for whoever moves into your old house!) presumably you are now live on a new line

coffeebaron

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#991429 20-Feb-2014 21:35

itsben:
hio77: 12.5 to under 7mbps, is this sync rates?

Yes that's correct. I noticed the drop over the 12 months on the line..... At times it would
All of the sudden sync higher but reduced after a short
Period

I assume you have done your bit and got your own home wiring checked and master splitter installed?

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mattgreen

133 posts

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#992230 22-Feb-2014 10:49

After 1.5 years, from both a performance and service point of view, Snap is hands down the best ISP I've ever used and I've been on the next since the mid 90's...

My only issues have been:

a) Chorus changing me onto a Broadcom VDSL linecard which lost me a load of sync speed - not Snap's fault or control
b) Their stupid way of itemising the bill - hardly a unique problem in the telco world and as long as the total per month adds up I don't really care.

sbiddle

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#992244 22-Feb-2014 11:19

mattgreen: After 1.5 years, from both a performance and service point of view, Snap is hands down the best ISP I've ever used and I've been on the next since the mid 90's...

My only issues have been:

a) Chorus changing me onto a Broadcom VDSL linecard which lost me a load of sync speed - not Snap's fault or control
b) Their stupid way of itemising the bill - hardly a unique problem in the telco world and as long as the total per month adds up I don't really care.

I'm not aware of Chorus using any Broadcom VDSL2 cards - my understanding is they're all Ikanos.

hio77

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Lizard Networks

#992245 22-Feb-2014 11:22

sbiddle:
mattgreen: After 1.5 years, from both a performance and service point of view, Snap is hands down the best ISP I've ever used and I've been on the next since the mid 90's...

My only issues have been:

a) Chorus changing me onto a Broadcom VDSL linecard which lost me a load of sync speed - not Snap's fault or control
b) Their stupid way of itemising the bill - hardly a unique problem in the telco world and as long as the total per month adds up I don't really care.

I'm not aware of Chorus using any Broadcom VDSL2 cards - my understanding is they're all Ikanos.

defiantly have seen a few broadcom lines.

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kieran21

35 posts

Geek

#992830 23-Feb-2014 15:31

itsben: Hi all - due to your comments I have removed my letter.

The purpose of this post was more so to highlight the decrease in standards with Snap.

My letter was written when I was pissed off having spoken to an idiot whilst on the phone. My demand for
Compensation is warranted now I believe due to the way in which I was spoken.

I too thought snap had great service last year when I signed up. However my connection slowly degraded from 12.5mbps to under 7mbps over a 12 month period.

The last couple of weeks of dealing with their services have been frustrating and inadequate.

These were my points.

Compensation? Lol your not paying for a corporate grade connection with SLA. You've got a consumer level connection, probably not even Snaps error. Even if it was Snaps fault, they, like most consumer level network provider is doing a 'best effort' service offering, not a "Guaranteed 99.99%" SLA with compensation for downtime.

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mattgreen

133 posts

Master Geek

#992862 23-Feb-2014 16:20

sbiddle:
mattgreen: After 1.5 years, from both a performance and service point of view, Snap is hands down the best ISP I've ever used and I've been on the next since the mid 90's...

My only issues have been:

a) Chorus changing me onto a Broadcom VDSL linecard which lost me a load of sync speed - not Snap's fault or control
b) Their stupid way of itemising the bill - hardly a unique problem in the telco world and as long as the total per month adds up I don't really care.

I'm not aware of Chorus using any Broadcom VDSL2 cards - my understanding is they're all Ikanos.

Yeah I hadn't heard of any either until I ended up on one. Found out that Fritz with 6.03 won't sync to a Broadcom either.. Managed to get back to 6.01 which is working.

Used to be on 44Mbps with 1 CRCPM on an Ikanos. When they switched me I had about 12 hours of no internet followed by a drop in sync and skyrocketing errors. Took me a while to notice that I was no longer on an Ikanos port. Lost DLM1 but managed to get it back after clicking the SNR slider one notch to stable, and had DLM reset.

Nowdays I'm doing 37Mbps but it's at 8 CRCPM.. Hoping I don't lose DLM1.

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