[Snap] New customer experience blog

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pjnet

89 posts

Master Geek

Trusted

#129614 21-Sep-2013 16:49

Hi all,
After quite a bit of research and quizzing friends and colleagues, I've decided to go with snap for a VDSL plan and I thought I'd record my experiences here for future info.
The background first:
I am a currently a happy WxC customer and have been for a quite a few years, with no complaints, but with the release of their VDSL plans I decided to research the market a bit and make sure I was getting a good deal. After some fairly detailed research I discovered that the plan I was on Fusion 60 is OK, but a bit behind other vendors. But when I looked at the new VDSL plans I was somewhat disappointed. The equivalent of my current plan now only includes 50GB and costs $100 per month, that's an increase of $10 per month for 10GB less and VDSL, but you have to buy a $280 modem to get this package. I already have a Fritzbox 7390 which I'm more than happy with so don't want to go through the hassle of purchasing / configuring and then selling my old one. So I'm left with the Naked plan, this clocks in at $110 plus $11:75 for my VOIP connection so all up I'm up to $121:75 from $89:99 for an equivalent product with less data. $30+ dollars seemed an extreme premium for VDSL.
So I researched the other vendors and after some advice from colleagues and my friends at Geekzone I settled on the SNAP plan, so I'm now up for $101:75 for 100GB data, the all you can eat Youtube and keeping my WxC VOIP line.

So after a bit of negotiation with my wife this afternoon I registered for a Snap naked VDSL line, I'll try and remember to update here as I receive info or questions from Snap, so far I've setup my direct debit and received my welcome letter. I'm hoping to do the change over during the week of 30th September as I'm off with my 5 year old for the school holidays.

May the farce be with you!

pjnetnz
:)

pjnet

89 posts

Master Geek

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#899620 22-Sep-2013 10:06

So a good start, I've already had contact from the Snap support late last night to confirm some details. So I've requested my install date for 30th September.

May the farce be with you!

pjnetnz
:)

pjnet

89 posts

Master Geek

Trusted

#901818 24-Sep-2013 11:55

Further update:
Yesterday I received confirmation of my requested install date and time range, so it's all planned to go on sept 30th in the afternoon.

May the farce be with you!

pjnetnz
:)

timmmay

20574 posts

Uber Geek

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Lifetime subscriber

#901875 24-Sep-2013 13:02

Keep updating, people are reading :)

pjnet

89 posts

Master Geek

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#905286 30-Sep-2013 18:29

So, we're all live, 43mb down and 10mb up. Up from 17 down and 1 mb up on ADSL. Initial results are very encouraging, Geekzone loads amazingly quickly. All in all a painless process. My only complaint being that the Chorus tech left it right to the end of the window before he called to say how long and then only turned up at 5:30 after the advertised time of 5pm. I'll see what happens with the accounts stuff, but my WXC VOIP line was still live after the DSL was cut over which is good and what I had intended.
All in all a very painless transition.

Thanks Snap,

Happy to answer any questions anyone has.

May the farce be with you!

pjnetnz
:)

PaulBags

809 posts

Ultimate Geek
Inactive user

#905295 30-Sep-2013 19:06

I understand VDSL has a 10 day break in period? Keep us updated, I'm keen to hear what your stats settle on and what your experiences are.

pjnet

89 posts

Master Geek

Trusted

#905423 30-Sep-2013 22:17

Here's today:

May the farce be with you!

pjnetnz
:)

pjnet

89 posts

Master Geek

Trusted

#905787 1-Oct-2013 16:05

A minor hiccup today, I had a call from WXC asking if I had moved my internet provider (I said yes) and then she told me I should have called them. So that's my misunderstanding I thought the new provider (Snap) would deal with the account closure. Unfortunately the operator then hit the button to cancel my account, just as I was saying I wanted to keep my VOIP phone line with them. Unfortunately the provisioning system had already started it's work and so as the operator went off to confirm the account would not be disconnected my phone hung up and was disconnected. I shortly received an email notifying me of my new login credentials for my OpenVFX account. I'm guessing it was too late and my account had been closed. So I had to reconfigure the credentials on my Router and I was back up and running in a few minutes.
So the lesson is make sure you confirm your requirements with your old provider and your new one. Don't rely on your new provider to do the change over, especially if you have special requirements like me.

May the farce be with you!

pjnetnz
:)

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pjnet

89 posts

Master Geek

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#913753 11-Oct-2013 16:35

So, we're at 12 days after install and I must say the experience has been excellent, not withstanding my minor hiccup. The connection has been rock solid, with only the daily reconnect due to DLM. My sync speed has stuck at a respectable 43mb down and 10mb up throughout the last 12 days and general speed tests suggest it has remained stable. I can get a good 2 mb/sec on overseas downloads using my favorite download service. Youtube is the most impressive surprise, generally videos open without any buffering and it's quite impressive to see the grey (downloading) band shooting off ahead of the red (play) indicator. The added bonus is the Youtube monthly fee for unmetered Youtube traffic. Currently at day 12 my account says i've downloaded 10GB, but my router says it's something more like 40GB. I must say I've thrashed youtube with the school hols, opening a video on my phone and sending it to my chromecast is quicker than putting a dvd in and waiting for the adverts and videos and I can control it using my phone from the kitchen whilst cooking tea.
My final comments are that I have been impressed with the service from Snap and although it's not a miraculous boost to my internet speed, it's definitely a perceivable improvement in most things I use the internet for. I'm still happy to show everyone my speedtest results. I think people just need to go into something like this with an open mind, and realistic expectations. The important thing to remember is no matter who your ISP is there will always be people with good experiences and bad experiences and you just have to take everybodies comments with a pinch of salt.

May the farce be with you!

pjnetnz
:)

RunningMan

8953 posts

Uber Geek

#913755 11-Oct-2013 16:46

pjnet: [snip]A minor hiccup today, I had a call from WXC asking if I had moved my internet provider (I said yes) and then she told me I should have called them. So that's my misunderstanding I thought the new provider (Snap) would deal with the account closure.

If you are moving all your services from one provider to another, then services should get disconnected from the old, but it would pay to follow up in respect of your account and any payments etc.

Given you were presumably swapping services with WXC (i.e. from Fusion to VFX only) because you were keeping the VoIP, it's a bit different to a basic disconnection.

RalphFromSnap

776 posts

Ultimate Geek

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Snap Internet

#914001 12-Oct-2013 11:02

Hi pjnet

Thanks for the feedback and really pleased to see that the VDSL connection has been rock solid, and that the kids have been making the most of the $5 YouTube option ;)

Cheers
Ralph

Snap

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

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pjnet

89 posts

Master Geek

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#914082 12-Oct-2013 13:39

RunningMan:
pjnet: [snip]A minor hiccup today, I had a call from WXC asking if I had moved my internet provider (I said yes) and then she told me I should have called them. So that's my misunderstanding I thought the new provider (Snap) would deal with the account closure.

If you are moving all your services from one provider to another, then services should get disconnected from the old, but it would pay to follow up in respect of your account and any payments etc.

Given you were presumably swapping services with WXC (i.e. from Fusion to VFX only) because you were keeping the VoIP, it's a bit different to a basic disconnection.

Thanks running man, I agree completely and if I was doing it all again I would have followed up with wxc myself. I just wanted to play a dumb consumer and follow the advertised instructions to see what happened. I had explicitly told Snap what I wanted in my instructions when I signed up, and I had the luxury of time off during the day to deal with any fallout.
So I wanted to relay the point here. I'm sure there are lots of different migration models and there should be guidance by both parties as to the ideal approach. As I said in my post I take responsibility for what happened to me.
What's interesting is some people would have seen this as a failure, whereas in reality is just part if the risk of a migration like this.

May the farce be with you!

pjnetnz
:)