[Snap] How long does it take to get a refund processed from Snap?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] How long does it take to get a refund processed from Snap?

newb

39 posts

Geek

#129429 15-Sep-2013 19:20

I ordered VDSL from SNAP over the weekend and they processed the payment the following Monday (2 September, 2013).

When I made the order online, I put in the comments/notes that the download speeds must be >20Mb/s. They rang on Monday and said they could not guarantee this, so we both agreed that it would be better to cancel the VDSL install and they would refund my money.

Its now nearly 2 weeks and I still have not received my refund. How long does it normally take for them to process refunds?

Anyone else had experience with this? Thx

PeterReader

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#896006 15-Sep-2013 19:20

Hello... Our robot found some keywords in your post, so here is an automated reply with some important things to note regarding broadband speeds.

If you are posting regarding DSL speeds please check that

- you have reset your modem and router

- your PC (or other PCs in your LAN) is not downloading large files when you are testing

- you are not being throttled by your ISP due to going over the monthly cap

- your tests are always done on an ethernet connection to the router - do not use wireless for testing

- you read this topic and follow the instructions there.

Make sure you provide information for other users to help you. If you have not already done it, please EDIT your post and add this now:

- Your ISP and plan

- Type of connection (ADSL, ADSL2, VDSL)

- Your modem DSL stats (do not worry about posting Speedtest, we need sync rate, attenuation and noise margin)

- Your general location (or street)

- If you are rural or urban

- If you know your connection is to an exchange, cabinet or conklin

- If your connection is to a ULL or wholesale service

- If you have done an isolation test as per the link above

Most of the problems with speed are likely to be related to internal wiring issues. Read this discussion to find out more about this. Your ISP is not intentionally slowing you down today (unless you are on a managed plan). Also if this is the school holidays it's likely you will notice slower than usual speed due to more users online.

A master splitter is required for VDSL2 and in most cases will improve speeds on DSL connections. Regular disconnections can be a monitored alarm or a set top box trying to connect. If there's an alarm connected to your line even if you don't have an alarm contract it may still try to connect so it's worth checking.

I recommend you read these two blog posts:

- Is your premises phone wiring impacting your broadband performance? (very technical)

- Are you receiving a substandard ULL ADSL2+ connection from your ISP?

I am the Geekzone Robot and I am here to help. I am from the Internet. I do not interact. Do not expect other replies from me.

jeffnz

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#896012 15-Sep-2013 19:22

how long did Snap say it would take and have you rung them back

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newb

39 posts

Geek

#896159 16-Sep-2013 08:27

Yes, rang them early on the week and the operator said to leave it to him and he will get it all sorted...

surfisup1000

5288 posts

Uber Geek

#896200 16-Sep-2013 09:32

newb: I ordered VDSL from SNAP over the weekend and they processed the payment the following Monday (2 September, 2013).

When I made the order online, I put in the comments/notes that the download speeds must be >20Mb/s. They rang on Monday and said they could not guarantee this, so we both agreed that it would be better to cancel the VDSL install and they would refund my money.

Its now nearly 2 weeks and I still have not received my refund. How long does it normally take for them to process refunds?

Anyone else had experience with this? Thx

I was due a refund from them once -- at least, the said they would issue a refund. This was not forthcoming after a month. So, I called them and queried this, then they issued the credit right away.

Maybe they just forgot? Call them, they get busy.

johnr

19282 posts

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Inactive user

#896205 16-Sep-2013 09:48

newb: Yes, rang them early on the week and the operator said to leave it to him and he will get it all sorted...

I would give them at least 10 business working days,

Wififreak

16 posts

Geek

#896360 16-Sep-2013 13:52

Hey

I was advised by the help desk that they only do refunds once per month.

I believe I missed out by a few days.

If my memory serves I got paid on the 27th of the month.

Cheers

RalphFromSnap

776 posts

Ultimate Geek

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Snap Internet

#896367 16-Sep-2013 14:41

Hi guys,

As per our Ts & Cs (Charges & Payments clause 12):
Any requests for refunds will be reviewed by our team, and issued at our discretion. If your refund request is accepted, it will be processed within 31 days and refunded via your bank account or credit card. If your request for a refund is declined, we will advise you in writing within 10 working days.

In saying that, could you PM through your Snap customer number or username please newb so I can take a look over your account?

Cheers,

Ralph.

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

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newb

39 posts

Geek

#896409 16-Sep-2013 16:28

Thanks for all your replies.

Ralph: I don't have a customer number or username as my request for broadband was cancelled and it was not processed.

I will PM you my details anyway. Thx

newb

39 posts

Geek

#896711 17-Sep-2013 08:51

I just wanted to say my refund was paid back into my account this morning.

Thank you Ralph for the quick response. Cheers