[Snap] Unfortunate start

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Unfortunate start

pmt82

29 posts

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#133685 30-Oct-2013 17:20

I'll try to keep it brief...

I couldn't handle Orcon's sloppy customer service anymore after trying to get a replacement genius phone for the second faulty unit they had sent to me and being put on hold for 2 hours and then cut off. I can't stress how bad their customer service has been the two years I have had to deal with them.
Anyway as we had a business proposal from Snap I decided to try them out residentially too. Unfortunately Orcon had put a open service call on my line to cut the internet on the 28th. Snap called me to let me know this and said I had to contact Orcon. Which I did but they were of no help so I called Snap back and mentioned this. They agreed to sort it out and my internet should have been on from the 28th. It wasn't until I called on the 28th again to enquire what had happened that I was told that a new service request would need to be put through.

Now I know this wasn't helped by Orcon but when you tell a customer that you can organise for your connection to continue uninterrupted then you need to come through. Not one or two weeks later.

So i'm hoping I haven't swapped one poor customer service ISP with another. At least the hold times are less than 5 minutes to speak to someone who is actually from NZ. Just not the best start having to pay for internet for a week+ before actually getting any!

Rant over.

RalphFromSnap

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Snap Internet

#924387 30-Oct-2013 19:26

Hi Paul,

Sorry to see this is not going well for you, I've had a look at whats happened and can hopefully shed some light on this.

You are correct in that there was an "open service order" on the line, which was as you say more than likely a disconnection request, generally when a "transition" is put through from one provider to another, the gaining provider can put through a transition order which means that the transition happens quite seamlessly, however with a disconnection order on the line this makes the process harder in that we have to wait for this to clear - and then a new request is put through (which takes anywhere from 1-6 days)

In a perfect world scenario we would recommend that when you change providers you need to talk to your new ISP first , wait for them to put in an order (and have it confirmed) then contact your old ISP to cancel your account.

Anyway! on this we have a new connection request in (entered on the 28th) install date is the 4th, but we will try and get this pushed to happen sooner - our team will update you directly.

Another point to note is that when Chorus is the wholesale provider they will always give notification to the old service provider that a customer has moved to another SP, at Snap we will then proactively follow up with the customer to close off any remaining services - however we don't get too many disconnects :)

And finally, you wont be billed for time that you haven't had service, We wont start charging until you first login. (I've just checked and you can also get VDSL2 if you are interested)

Hope this helps!

Thanks,
Ralph (Provisioning)

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

pmt82

29 posts

Geek

#924675 31-Oct-2013 11:41

Hi Ralph,

Appreciate the reply. Firstly I would just like to reiterate a lot of my frustration was with Orcon... My only complaint is being told that Snap would contact Orcon to ensure my line wasn't disconnected on my behalf. But it was disconnected and I had to call for a new connection request to be put through. A little bit of feedback I guess. I am still looking forward to having my internet with Snap come Monday (fingers crossed).

Its good to know I won't be charged for the time that I haven't received any connection (this hadn't been mentioned to me before). And yes aware of VDSL2 but at an extra $20 p.m its not worth it for me.

Cheers.

eXDee

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#925062 31-Oct-2013 19:55

Unfortunately as soon as a disconnection order goes through afaik only Orcon could cancel this from happening, so it's quite a difficult position. It seems to just be the way chorus operates.

I think VDSL is definitely worth the extra if you use the net a lot, especially if you take advantage of anything that requires uploading - eg cloud storage, sending lots of large emails, uploading photos etc. Perhaps the snap team can give you an incentive there depending on what your plan is?

pmt82

29 posts

Geek

#927239 4-Nov-2013 20:34

Just an update. Still no internet or contact from Snap.

coffeebaron

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#927265 4-Nov-2013 21:09

Why did you cancel with Orcon before putting order through with Snap?

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pmt82

29 posts

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#927451 5-Nov-2013 10:02

Purely because I was on the phone at the time with Orcon. I gave 3 weeks notice and called Snap straight away.

pmt82

29 posts

Geek

#927477 5-Nov-2013 10:36

Now connected :)
Just to clarify If I was to setup an account with Snap before I cancelled with Orcon how does this stop Orcon from putting the same disconnection open service order through?

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coffeebaron

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#927923 5-Nov-2013 23:07

pmt82: Now connected :)
Just to clarify If I was to setup an account with Snap before I cancelled with Orcon how does this stop Orcon from putting the same disconnection open service order through?

It's called a churn. NEVER cancel with your loosing ISP until you are fully moved to your gaining ISP

Rural IT and Broadband support.

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RalphFromSnap

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#927966 6-Nov-2013 07:15

pmt82: Now connected :)
Just to clarify If I was to setup an account with Snap before I cancelled with Orcon how does this stop Orcon from putting the same disconnection open service order through?

Hi pmt82,

Great to see you are online now, for the disconnection order, as CoffeeBaron says best to always get your new ISP to put through the transition order first so that you can migrate without loosing service, but to answer your question if the gaining ISP puts through the order then Chorus will lock the line until that order is completed, they will then notify the loosing ISP and stop the line billing them.

Thanks,
TheRalph

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

andrewNZ

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#927983 6-Nov-2013 08:20

What kind of crap system cant turn a pair of Disconnection and Connection requests for the same place into a transition request... even a manual process for this could work.

Bloody Chorus.