Feedback :-)

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SamF

1578 posts

Uber Geek

Trusted

#2256707 12-Jun-2019 13:36

Other ISPs knock on my door on a monthly basis and EVEN IF they could beat 2D on price (which they generally can't), I would never move, and the AWESOME support by @NickMack and the 2D team is a MAJOR reason why.

I joined Snap many years ago after bouncing around various ISPs who's service varied from 'average' to 'negligent' and Snap was a breath of fresh air both in terms of their network performance and their outstanding level of service.

When 2D bought Snap I was somewhat apprehensive that the great service I had been receiving would disappear, but I'm happy to say that it did not!

Having an ISP who is willing to talk to their customers, at a technical level, and work with them to troubleshoot and diagnose issues is extremely valuable.

Having access to technical resources here on GZ is a valuable part of that interaction and I for one value it immensely.

unsignedint

69 posts

Master Geek

#2266129 28-Jun-2019 10:46

I think 2D do a spectacular job on these forums. Particularly around the exciting low-level networking, routes, and latency support that is very difficult to address via the normal support process.

And on that note, I had a question. I've noticed it seems that 2degrees have dropped Level 3 and NTT as upstream transit providers? Is that a permanent change? I would hope that network performance is still going to remain a priority... :)

NickMack

962 posts

Ultimate Geek

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Lifetime subscriber

#2266180 28-Jun-2019 11:26

unsignedint:

I think 2D do a spectacular job on these forums. Particularly around the exciting low-level networking, routes, and latency support that is very difficult to address via the normal support process.

And on that note, I had a question. I've noticed it seems that 2degrees have dropped Level 3 and NTT as upstream transit providers? Is that a permanent change? I would hope that network performance is still going to remain a priority... :)

Hiya,

You are correct, our direct connectivity to the US is going via alternative paths, we also changed the termination from our MX480 directly into our Core PTX network - Performance is something we pride ourselves in, so no change in strategy there :-)

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

martinbrice

9 posts

Wannabe Geek

#2267351 30-Jun-2019 16:03

Hi Nick

I have generally been pleased with 2 degrees support. However, this morning I lodged an issue with support and have yet to receive a response. I'm not sure what your expected response times are but I think >8 hours is unsatisfactory.

Thanks

Martin

NickMack

962 posts

Ultimate Geek

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Lifetime subscriber

#2267353 30-Jun-2019 16:08

martinbrice:
Hi Nick

I have generally been pleased with 2 degrees support. However, this morning I lodged an issue with support and have yet to receive a response. I'm not sure what your expected response times are but I think >8 hours is unsatisfactory.

Thanks

Martin

Hiya,

How did you log a ticket, via email? If you issue is important and time critical, my suggestion is you call care on 0800 022 022.

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

martinbrice

9 posts

Wannabe Geek

#2267354 30-Jun-2019 16:11

It was by email. In the past I have usually had a response within a couple of hours

martinbrice

9 posts

Wannabe Geek

#2267357 30-Jun-2019 16:20

And I just tried calling - several times - and get "the person you are calling cannot be reached at this time"

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NickMack

962 posts

Ultimate Geek

Trusted

Lifetime subscriber

#2267733 1-Jul-2019 12:26

martinbrice:

And I just tried calling - several times - and get "the person you are calling cannot be reached at this time"

As per our PM chat, you got through to the iVR, if you have any further issues, PM me.

Nick.

https://nick.mackechnie.co.nz | NZ ISP latency monitoring - https://smokeping.thenet.gen.nz

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