[Snap] Getting a little nervous

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hereandthere

27 posts

Geek

#112602 13-Dec-2012 19:12

I instigated a move to Snap from Vodafone 2 weeks ago. Based on some of the info here at geekzone I did expect things to move pretty quickly. After pre-paying for my first month the process was, i guess, kicked into gear. 5 working days later I got an update saying That I'd need to pay extra to have my phone number moved across - I agreed and then waited for something to happen. Today (10 working days after my initial payment) I received a call saying my number would need to be changed, we agreed to a new number over the phone and I was advised that the provisioning team could now get started (So clearly nothing has been done as yet).

This makes me a little nervous. Vodafone has been a pretty good provider for us but simply do not provide enough data for our family (kids use youtube like its TV) and Im keen to support a more homegrown company.

Anyone able to tell me the wait will eventually be worth it? Im guessing the 10 working days estimate is now back to square one.

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814 posts

Ultimate Geek

#732220 13-Dec-2012 19:20

They are good, but you deserve better service.
Use their Facebook page via one of their updates and you will be given more service.

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billgates

4624 posts

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#732222 13-Dec-2012 19:23

I filled out the form to switch to Snap VDSL yesterday from Telecom ADSL. Going to be very annoyed if I got a call asking for extra $$ to port my existing landline number and if they ask me to choose a new number because they cannot port the old across. Still have not heard back from them either or had my credit card charged for initial payment though I was offered 2 months free rental so not sure if they will charge the credit card at all. I hope they change me over before Christmas holidays.

Do whatever you want to do man.

hereandthere

27 posts

Geek

#732229 13-Dec-2012 19:34

billgates - as I understand it - things should be quicker and easier for you. I currently on Vodafone gear (Red network) and that means chorus actually have to make a trip to change things at the exchange.

I guess for me - I would have thought that when I first explained that I was with vodafone - there would have been certain information they could have made me aware of at the time (like that I will need to pay to port my number then five days later be told I need a new number).

I cant fault their personal service (and engagement when I reached out via twitter) which is friendly and good. But Im worried that in 10 days time I'll get another call with some new request/information.

Jekkyl

84 posts

Master Geek

#732927 15-Dec-2012 15:25

I signed up on the 23rd of last month for VDSL and after god knows how many calls to them, as i never once received a single call from SNAP, i finally got to the bottom of issues...Apparently they were building a new or rebuilding some kind of box that was suppose to improve VOIP transition times, not really even sure 100% of the details.

To cut a long story short, i had to agree to get changed over without a phone line, then they will provision me a new VOIP number, this happened last Thursday and I have a date from Chorus now for Monday coming.

Communication from SNAP was non-existient but the guys on the phone were helpful yet they seemed as much in the dark as I was as to what the actual delays were. Not a particularly good start.......lets hope the VDSL is better!

peejayw

1714 posts

Uber Geek

#732938 15-Dec-2012 17:03

Been with them a few years, nothing but praise for them. I was up and running quicker than their estimate, think it was less than a week. Help desk is fast to respond and little wait time to get thru. Oh and they keep increasing my data cap

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.

coffeebaron

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#732940 15-Dec-2012 17:43

Why the number change if they offer VoIP service?

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sbiddle

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#732946 15-Dec-2012 18:22

billgates: Going to be very annoyed if I got a call asking for extra $$ to port my existing landline number and if they ask me to choose a new number because they cannot port the old across.

Porting fees have to be paid by the provider porting the number, this is a fixed fee.

billgates

4624 posts

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#732956 15-Dec-2012 18:48

sbiddle:
Porting fees have to be paid by the provider porting the number, this is a fixed fee.

Fair fees if advertised and notified to the customer during the on-line signup process. Nothing like that was displayed in front of me when signing up in my case. More than likely, I will not be charged a fees for number porting since I am moving from Telecom/Chorus wholesale ADSL to VDSL unlike OP who is moving from LLU gear to Telecom/Chorus Wholesale again.

Do whatever you want to do man.

fellaintga

195 posts

Master Geek

#732997 15-Dec-2012 22:33

Not sure why you pay for a port then have to get a new number. None of this is sounding right. Setup an account with 2talk you will get 1 number ported free then use the Fritz box Snap supplies and login to 2talk.

zCelicaDude

170 posts

Master Geek

#733361 17-Dec-2012 09:02

Snap's VOIP service unfortunately sucks, dropped calls, periods of delays (10-20 seconds) before the number you ring actually starts... ringing. Sometimes calls sounded like there was packet loss as the person at the other end couldn't hear you, sounded like "Transformers"

I moved my VoIP over to 2talk, using the Snap supplied Fritzbox, and it's now as good if not better than normal POTS.

- I gave Snap more than several opportunities to resolve this, they even updated to a newer SIP server but I noticed no improvement.

- Snap also did not send out a manual etc of how there VOIP services worked, i.e. to check voicemail etc.

+1 for 2Talk via Snap.

hereandthere

27 posts

Geek

#733387 17-Dec-2012 09:27

Thanks for your replies everyone. Heres where we are at as of now:

I received a tweet from the Snap customer support team on Saturday saying there was a provisioning team member working on my order. So a reasonable turnaround timeframe given my conversation with them on Thursday.

Im not sure I will be charged to port the number now given that I am being issued with an entirely new number but I guess we'll wait to see about that.

Expecting to be up and running sometime soon, and I'll update again once the process is complete.

Cant fault Snap customer service, just seems I've been on the receiving end of a few issues that havent been fully and completely clarified at time of sign up.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#735097 19-Dec-2012 18:01

Hi Guys,

There are a few different types of phone services on offer in New Zealand, such as traditional Copper Based POTS, Telstra POTS, Baseband Voice (UCLL) and VoIP. A good portion of the public wouldn’t know which category the service they have falls into. In the case that you are moving from one technology to another, e.g. from Baseband Voice (UCLL) to Copper Based POTS, this is essentially three separate actions. There is porting of the number (logical) from one carrier and service type to a different carrier and service type, a new physical POTS connection – which has a connection fee, and disconnection of the Baseband Voice connection. It is not the porting that incurs a cost, it is the new connection, just the same as when you get a new phone number as it is still a new POTS connection. When you move within a technology, such as a POTS reassignment/transition there is no physical change, just logical. There are costs applicable to almost every type of change, as others have mentioned porting, and even logical transitions, but many of these we do not pass on to the customer.

It’s difficult for us to advise these things prior to investigating as the information is not readily available, and as mentioned, often the customer doesn’t know themselves what it is that they have. There are two blurbs on the sign up page stating about the possibility of additional costs when moving from some providers, however I understand this is a bit small and could be overlooked – something I have put forward to the website developers.

Any more Q's let me know!

^MC

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

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billgates

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#735101 19-Dec-2012 18:07

zCelicaDude: Snap's VOIP service unfortunately sucks, dropped calls, periods of delays (10-20 seconds) before the number you ring actually starts... ringing. Sometimes calls sounded like there was packet loss as the person at the other end couldn't hear you, sounded like "Transformers"

I moved my VoIP over to 2talk, using the Snap supplied Fritzbox, and it's now as good if not better than normal POTS.

- I gave Snap more than several opportunities to resolve this, they even updated to a newer SIP server but I noticed no improvement.

- Snap also did not send out a manual etc of how there VOIP services worked, i.e. to check voicemail etc.

+1 for 2Talk via Snap.

This is worrying if true. I don't want the hassle to port my current telecom landline to snap VOIP when I get VDSL to 2Talk or Xnet if Snap's VOIP service is rubbish. I hope they sort it out if any issues on the VOIP service. I am not getting connected to their VDSL service with VOIP line until 2nd week of January.

Do whatever you want to do man.

vexxxboy

4089 posts

Uber Geek

#735107 19-Dec-2012 18:24

billgates:
zCelicaDude: Snap's VOIP service unfortunately sucks, dropped calls, periods of delays (10-20 seconds) before the number you ring actually starts... ringing. Sometimes calls sounded like there was packet loss as the person at the other end couldn't hear you, sounded like "Transformers"

I moved my VoIP over to 2talk, using the Snap supplied Fritzbox, and it's now as good if not better than normal POTS.

- I gave Snap more than several opportunities to resolve this, they even updated to a newer SIP server but I noticed no improvement.

- Snap also did not send out a manual etc of how there VOIP services worked, i.e. to check voicemail etc.

+1 for 2Talk via Snap.

This is worrying if true. I don't want the hassle to port my current telecom landline to snap VOIP when I get VDSL to 2Talk or Xnet if Snap's VOIP service is rubbish. I hope they sort it out if any issues on the VOIP service. I am not getting connected to their VDSL service with VOIP line until 2nd week of January.

i have been with Snap VoIP for 2-3 months and have never been happier, i ve never had a dropped call, delays, in fact no problems at all, i cant tell the difference from my old POTS phone.

Common sense is not as common as you think.

fellaintga

195 posts

Master Geek

#735178 19-Dec-2012 21:15

RalphFromSnap: Hi Guys,

There are a few different types of phone services on offer in New Zealand, such as traditional Copper Based POTS, Telstra POTS, Baseband Voice (UCLL) and VoIP. A good portion of the public wouldn’t know which category the service they have falls into. In the case that you are moving from one technology to another, e.g. from Baseband Voice (UCLL) to Copper Based POTS, this is essentially three separate actions. There is porting of the number (logical) from one carrier and service type to a different carrier and service type, a new physical POTS connection – which has a connection fee, and disconnection of the Baseband Voice connection. It is not the porting that incurs a cost, it is the new connection, just the same as when you get a new phone number as it is still a new POTS connection. When you move within a technology, such as a POTS reassignment/transition there is no physical change, just logical. There are costs applicable to almost every type of change, as others have mentioned porting, and even logical transitions, but many of these we do not pass on to the customer.

It’s difficult for us to advise these things prior to investigating as the information is not readily available, and as mentioned, often the customer doesn’t know themselves what it is that they have. There are two blurbs on the sign up page stating about the possibility of additional costs when moving from some providers, however I understand this is a bit small and could be overlooked – something I have put forward to the website developers.

Any more Q's let me know!

^MC

Thanks for this info. But as far as a customer is concerned if they change provider and move their number it should be free. Even 2talk give atleast 1 number if not more depending on plan. No matter what technology the number is moving an end user shouldn't need to know just its moving and what date. If I call Telecom, Vodafone, Orcon or any other provider they will take my number for free as they will get my business and I know this porting cost is less than $20 so just say to customers we will port your number on this date end of story.

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