[Snap] A new level of stupid

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] A new level of stupid

HyperBlade

48 posts

Geek

#112826 22-Dec-2012 15:53

Proceed to do a phone number transfer (requested a month earlier) to voip the day before all your staff go on holiday, without telling your customer (so when the phone suddenly stops working they have to ring you to find out why).

Then screw the transfer up, so your customer's phone number no longer works (no routing) until the 7th of January because anyone who can do anything is on holiday.

That would be the entire Christmas period, where people actually want to call each other.

Well done.

quakeguy

111 posts

Master Geek

Trusted

#736365 22-Dec-2012 16:16

How the...

Sorry mate. Wow, that's an oversight and a half. We're looking into this already.

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fellaintga

195 posts

Master Geek

#736385 22-Dec-2012 17:52

I can see why people want to use Snap's VOIP service but really if you want VOIP go with a dedicated service like 2talk it's cheaper and ports go through under a week.

HyperBlade

48 posts

Geek

#742336 9-Jan-2013 15:45

quakeguy: How the...

Sorry mate. Wow, that's an oversight and a half. We're looking into this already.

Finally just got my number back today, thanks to Snap, I just hope you sort out your processes for before the Christmas period, phone number movements should be banned a week before you all go on holiday.

fellaintga: I can see why people want to use Snap's VOIP service but really if you want VOIP go with a dedicated service like 2talk it's cheaper and ports go through under a week.

I went with Snap as I was moving from a fixed landline to running my cordless handsets through the Fritzbox via Dect so i wanted the support of the Snap team as it's not something i had done before. This was all in preparation for going to fibre next month and going on a snap plan which includes voip. (I was not wanting to do a big bang move and be dealing with multiple problems with net and phone)

I'm quite happy to pay extra for the support, but I shouldn't have to use it.

I'm not happy with the whole process I had to go through, i deliberately got a second number via voip to test it all worked first (It didn't Snap had set it up wrong which had me wasting my time trying to problem solve my phones) so i thought the transfer would go without a hitch.

I'm not saying Snap are all at fault here either, i'm aware it could be Chorus and they are dealing with the mess.

But it could have all been avoided if they hadn't done it on the Friday before they all went on holiday. Also communication back to me was sorely lacking and very frustrating for me to be chasing them the whole time.

Overall rating: could do better.

bagheera

539 posts

Ultimate Geek

#742363 9-Jan-2013 16:20

HyperBlade:

I'm not saying Snap are all at fault here either, i'm aware it could be Chorus and they are dealing with the mess.

But it could have all been avoided if they hadn't done it on the Friday before they all went on holiday. Also communication back to me was sorely lacking and very frustrating for me to be chasing them the whole time.

Overall rating: could do better.

I never book anything in anything like this just before a holiday or even Friday for this very reason. If i was offer Friday i say no make it Monday or a date after the holiday.

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#742489 9-Jan-2013 20:10

Hi Hyperblade.

Very sorry to hear about the issues you had. I will review your account and see what we can do for you. This is not how we normally operate and not the experience we want our customers to have!

I will give you a call tomorrow to have a chat.

Cheers, ^AL

Snap

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

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

HyperBlade

48 posts

Geek

#742617 10-Jan-2013 08:29

bagheera:
I never book anything in anything like this just before a holiday or even Friday for this very reason. If i was offer Friday i say no make it Monday or a date after the holiday.

I actually booked it in very early ,i.e November or early December (Can't remember so long ago now). If they had told me when they were going to do it I would have stopped them!

RalphFromSnap: Hi Hyperblade.

Very sorry to hear about the issues you had. I will review your account and see what we can do for you. This is not how we normally operate and not the experience we want our customers to have!

I will give you a call tomorrow to have a chat.

Cheers, ^AL

gmanp

77 posts

Master Geek

#742711 10-Jan-2013 11:24

Snap did this to me as well, a full month with no incoming calls (7th Dec to 7th Jan).

I have never been so frustrated with a Telco as I was/am with Snap.