[Snap] SNAP = Declining Levels of Customer Service and Network Performance

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] SNAP = Declining Levels of Customer Service and Network Performance

itsben

8 posts

Wannabe Geek

#140806 20-Feb-2014 18:39

Hi GZ,

I am a long time reader, first time poster.

I just wanted to give some feedback and share an experience with SNAP internet. I signed up last year and it was great to sign up but recently I have experienced such a low level of service that I feld the need to highlight this with the GZ community and get some feedback.
< Whats your thoughts? Has anyone else had similar experiences?

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#991307 20-Feb-2014 18:51

Given the thread title my initial reaction would be you are more wanting to make a statement.

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vexxxboy

4244 posts

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#991308 20-Feb-2014 18:55

why do you expect compensation when you say yourself it wasnt all Snaps fault and they still manged to get you connected within the terms of service, yours sound like a normal connection transfer that went slightly wrong due to unforeseen circumstances. Not all new connections go smoothly and yours was one of them . Right or wrong it's the system we have and ISP's have to follow procedures.

Common sense is not as common as you think.

pchs

185 posts

Master Geek

#991317 20-Feb-2014 19:08

"The reconnection was not able to complete until today, 20th of February due to existing services on the line,"

Although this is annoying, this happens all the time and is in no way Snap's fault. whats essentially happened is that the line at the house you moved into has not been cancelled, so until this happens Snap (or any other Telco) would have been able to install services on this line.

There is no real way around this, if the process enabled Snap to disconnect your line then people could just call up and say "Hey I'm moving into 123 abc Street" disconnect their line. there would be some very unhappy people around who could then loose their phone number.

If this is the basis of your complaint, and you say Snap has communicated this to you, there is not much more they could have done, apart from you asking the people that moved out of your house to disconnect their line earlier, you are lucky that it was not installed on the non-intact line, which is where you can see some real horror stories (not hard to fix, but often mis diagnosed, and often requires a technician visit)

I'm not following your Truenet claim?

cjmchch

264 posts

Ultimate Geek

#991319 20-Feb-2014 19:08

Personally, I think your letter is not justified to the extent that it is written. Further I don't even think it belongs in here. Your sole purpose of the letter is to be satisfied financially and your putting your letter here is certainly not going to help you.

Name dropping (ex-all black) is both irrelevant to your claim and petty. I'm sure SNAP have better things to do with their time right now like addressing real issues that affect us all.

Good luck, but I'm pretty sure your letter will find its way to the almighty filing drawer at the recycling station.

JamesL

956 posts

Ultimate Geek
Inactive user

#991320 20-Feb-2014 19:10

I like how he throws in the self importance bit of knowing an ex all black

My Snap signup went smoothly and my service is excellent.

hio77

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Lizard Networks

#991321 20-Feb-2014 19:13

vexxxboy: why do you expect compensation when you say yourself it wasnt all Snaps fault and they still manged to get you connected within the terms of service, yours sound like a normal connection transfer that went slightly wrong due to unforeseen circumstances. Not all new connections go smoothly and yours was one of them . Right or wrong it's the system we have and ISP's have to follow procedures.

exactly this, while maybe the process could have gone more smoother, it would seem your real issue is with chorus.

as for your truenet claims, i myself, am quite a meter watcher, in the year or so i have been with snap, performance has actually increased (most significant about midway through last year, when switch upgrades were done which snap themselves said were "minor changes" - real world, i saw doubled speeds to my servers in NL. 6 months on, this still stands.)

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

itsben

8 posts

Wannabe Geek

#991325 20-Feb-2014 19:18

Hi all - due to your comments I have removed my letter.

The purpose of this post was more so to highlight the decrease in standards with Snap.

My letter was written when I was pissed off having spoken to an idiot whilst on the phone. My demand for
Compensation is warranted now I believe due to the way in which I was spoken.

I too thought snap had great service last year when I signed up. However my connection slowly degraded from 12.5mbps to under 7mbps over a 12 month period.

The last couple of weeks of dealing with their services have been frustrating and inadequate.

These were my points.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Note that to use Quic Broadband you must be comfortable with configuring your own router.

hio77

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Lizard Networks

#991326 20-Feb-2014 19:19

12.5 to under 7mbps, is this sync rates?

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

itsben

8 posts

Wannabe Geek

#991331 20-Feb-2014 19:22

pchs: "The reconnection was not able to complete until today, 20th of February due to existing services on the line,"

Although this is annoying, this happens all the time and is in no way Snap's fault. whats essentially happened is that the line at the house you moved into has not been cancelled, so until this happens Snap (or any other Telco) would have been able to install services on this line.

There is no real way around this, if the process enabled Snap to disconnect your line then people could just call up and say "Hey I'm moving into 123 abc Street" disconnect their line. there would be some very unhappy people around who could then loose their phone number.

If this is the basis of your complaint, and you say Snap has communicated this to you, there is not much more they could have done, apart from you asking the people that moved out of your house to disconnect their line earlier, you are lucky that it was not installed on the non-intact line, which is where you can see some real horror stories (not hard to fix, but often mis diagnosed, and often requires a technician visit)

I'm not following your Truenet claim?

Sorry it appears my reference to truenet was invalid, I had found a report when searching for "Snap performance issues" when I was troubleshooting and had been looking at an old article.....

itsben

8 posts

Wannabe Geek

#991333 20-Feb-2014 19:24

hio77: 12.5 to under 7mbps, is this sync rates?

Yes that's correct. I noticed the drop over the 12 months on the line..... At times it would
All of the sudden sync higher but reduced after a short
Period

surfisup1000

5288 posts

Uber Geek

#991339 20-Feb-2014 19:28

what do you mean declining network performance?

Do you have any evidence whatsoever?

I've been with snap since the middle of last year and performance has been top notch 99% of the time. The other 1% i'm not sure if it were snaps fault or not.

eg, I downloaded a software update this morning at nearly 11MB/s. That is my evidence that network performance is just fine.

itsben

8 posts

Wannabe Geek

#991343 20-Feb-2014 19:35

As above I was getting poor sync speed decline over the last year. I did read articles on truenet about the speeds but again as above the article was outdated so I can see this being a poor claim.

I do however not wish on anyone to have to be spoken to by a customer
Service rep as I was....

Beccara

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#991344 20-Feb-2014 19:40

Wait your smart enough to 1/2 understand Truenet results but don't know that snap has 0% control over your sync speeds?

Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated

hio77

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#991345 20-Feb-2014 19:40

itsben:
hio77: 12.5 to under 7mbps, is this sync rates?

Yes that's correct. I noticed the drop over the 12 months on the line..... At times it would
All of the sudden sync higher but reduced after a short
Period

your sync speeds changing would have been on chorus's side, or your own internal house wiring.

be it, from crosstalk, a profile/line card change or just general degradation of the copper...

snap arent at fault for your sync speeds dropping.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

surfisup1000

5288 posts

Uber Geek

#991346 20-Feb-2014 19:48

itsben: As above I was getting poor sync speed decline over the last year. I did read articles on truenet about the speeds but again as above the article was outdated so I can see this being a poor claim.

I do however not wish on anyone to have to be spoken to by a customer
Service rep as I was....

sorry, i cannot see anything above.

All i can go on is my performance, which is tremendous.

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