[Snap] Snap and extra charges

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

skewt

750 posts

Ultimate Geek

#140711 18-Feb-2014 13:50

Does anyone know on the snap website where to see a full list of extra charges?

Last time I changed plans I was charged $25.00 - After not being told about the charge during the changeover (Was switching from VDSL to UFB)
This time, I was just quoted I have to pay a month of the plan I am switching to as the fee (So $75 as moving from Ultra to Home)

After seeing everyone's speed test results in another thread and showing mine sitting on quarter of the result a VDSL customer can achieve, I might as well drop the 100/50 for 30/10 and save money

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Geekzone

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#989608 18-Feb-2014 13:50

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.

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cjmchch

264 posts

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#989641 18-Feb-2014 14:12

Have you spoken with SNAP about your speed issue?

hio77

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Lizard Networks

#989644 18-Feb-2014 14:21

not sure about the plan change, i have only ever moved data cap plans, which does have its querks in snaps system, but it somewhat makes sense. - for this, within 5 mins of noticing something didnt go down quite how we wanted it to, snaps billing had answered my call, and explained how the process works, and why it wasnt making sense.

as for your speedtests compared to vdsl, vdsl can run at up to 70/10, you have dropped down to 30/10. your most likely to be getting about 28/9 in speedtests, which is maxing out a 30/10 (depends on the implementation of the fiber speed in your area)

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timmmay

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#989649 18-Feb-2014 14:28

There can be provisioning issues that prevents you getting the full speed you've paid for, and you have to try different servers - eg Telecom NZ Wellington, Snap Chch. If you're not getting within 20% of advertised speed call Snap to have it addressed.

cjmchch

264 posts

Ultimate Geek

#989658 18-Feb-2014 14:40

hio77: not sure about the plan change, i have only ever moved data cap plans, which does have its querks in snaps system, but it somewhat makes sense. - for this, within 5 mins of noticing something didnt go down quite how we wanted it to, snaps billing had answered my call, and explained how the process works, and why it wasnt making sense.

as for your speedtests compared to vdsl, vdsl can run at up to 70/10, you have dropped down to 30/10. your most likely to be getting about 28/9 in speedtests, which is maxing out a 30/10 (depends on the implementation of the fiber speed in your area)

He has the 100/50 plan and is considering the step down as he is not getting the speed he is paying for.

skewt

750 posts

Ultimate Geek

#989661 18-Feb-2014 14:43

I'm on mobile so can't post a link at the moment but I posted a thread on here regarding my issues end of last year, while it improved for a short whole it's no better again

I haven't switched to 30/10 yet but my current 100/50 plan reports on average

Chch server: 95/45 (that's fine)

LA servers: 5/9

I'm aware you can't rely on speedtest.net but when I have seen VDSL/UFB

users reporting better international speeds at the same time I post mine, something's wrong

This thread isn't regarding the ongoing issues, I've wasted enough energy on that since I got the 100/50 plan, it's regarding the lack of information for extra fees on the website

If it keeps wanting to perform at 30/10 I will just go on that plan

Edit:
Link to other thread
https://www.geekzone.co.nz/forums.asp?forumId=90&topicId=136659

hio77

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Lizard Networks

#989666 18-Feb-2014 14:53

Ah. i missread slightly on the speeds.

i have seen a few people with international issues on snap UFB, would seem snap are working away on it though.

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JayADee

2148 posts

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#989671 18-Feb-2014 15:04

I didn't know about the fee for switching plans when I moved from ADSL to VDSL either. Gave me some bill shock and I'm annoyed about it even now. $35 I didn't know about.

Speaking of which I thought national calls (non cell) were free on my VoIP account but I see I'm being charged for them.

sidefx

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#989679 18-Feb-2014 15:16

Are you guys sure these are "fees" and not just oddities in the way snaps billing system seems to work? Like hio77 I noticed this when changing data caps - at first it looks like it's adding an extra charge or double charging you, but when you add it all up it actually works out right.

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skewt

750 posts

Ultimate Geek

#989695 18-Feb-2014 15:25

sidefx: Are you guys sure these are "fees" and not just oddities in the way snaps billing system seems to work? Like hio77 I noticed this when changing data caps - at first it looks like it's adding an extra charge or double charging you, but when you add it all up it actually works out right.

The wording he used on the phone was that there was a fee to switch plans and this would be the cost of the plan you are switching to

JayADee

2148 posts

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#989696 18-Feb-2014 15:30

No. I just rang and Karen the CSR confirms I shouldn't have these call charges. She's sorting it out with a promise to email once it is. They go back a fair way, we just didn't notice because we aren't huge phone users.

And I'm miffed at the change of plan fee ($35) because no one told me about it at the time. I've switched plans with ISPs before and never been charged. Additionally when I enquired if I could change plans within Snap in the future without it being a contract issue I was told I could but again no fee was mentioned.

I get annoyed about hidden charges.

skewt

750 posts

Ultimate Geek

#989697 18-Feb-2014 15:33

JayADee: No. I just rang and Karen the CSR confirms I shouldn't have these call charges. She's sorting it out with a promise to email once it is. They go back a fair way, we just didn't notice because we aren't huge phone users.

And I'm miffed at the change of plan fee ($35) because no one told me about it at the time. I've switched plans with ISPs before and never been charged. Additionally when I enquired if I could change plans within Snap in the future without it being a contract issue I was told I could but again no fee was mentioned.

I get annoyed about hidden charges.

Thats exactly what happened to me the first time I switched,
I was never informed there was even a charge, search on the website and you cant find any mention of a charge
but after the switch one appeared on my bill

JayADee

2148 posts

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#989701 18-Feb-2014 15:39

Yup. No mention of the courier charge on the router either. In the past, ISPs have just mailed one to me, not charged me shipping. So when you see the bill you end up with the first time, it does come as a shock.

skewt

750 posts

Ultimate Geek

#989702 18-Feb-2014 15:43

Also reminds me of when I ordered a Fritz!Fon,
Got charged a $15 'Postage and Handling Fee' that was never told about and isn't mentioned on the website
This was after the forgot about my first order and I had to place another one

Banks have to list all the fees, why don't ISPs

JayADee

2148 posts

Uber Geek

#989737 18-Feb-2014 16:07

Exactly. That was $50. I was not expecting. Add the actual router cost ($50 which the DID tell me) and the first bill on the new plan was over double what I had been paying. Bill shock, I tell ya, especially since I sold the husband on the switch by explaining the value.

I like Snap a lot but boy was I not impressed at the shipping and switch fee surprise and as you can see it still rankles many months later.

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