[Snap] Good service from Snap

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Aredwood

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#142661 20-Mar-2014 01:49

Thought I would detail How everything went for me signing up to snap UFB since there are alot of bad threads at the moment.

Friday 7th march, Snap's website says UFB available. Chorus says UFB available in April. Call them at 2130 and 2200 to ask them some UFB questions that weren't answered on their site. Both time no waiting on hold. Order UFB via website. 100/50 with 400GB data for $135 on 12 month contract. Supply own router.

Wednesday 12th march, receive txt saying fibre install booked on Tues 18th march.

Friday 14th March, at 1730. Flatmate calls me saying Chorus Techs on site running microducting and fibre from street to ETP. Race home from gym to help and watch them. I let them borrow my air compressor to help speed things up for them (considering it's Friday evening).

Tuesday 18th March, Chorus show up again, and start internal part of installation, Notice Snap website now has a discounted option if you sign up for 24 months. Phone Snap accounts and switch to 24 month contract. Monthly cost now $120 instead of $135 and Snap CSR also asked me if I want a free Fritz box due to 24 month contract, Replied yes. Happy since now paying less and getting free stuff. Chorus get their stuff finished. Took them at least an hour longer as no fibre light beam reaching GPON cabinet from exchange. I was the first person to connect to that cabinet. They disappeared to exchange then came back again. Unable to get connection working using my Ubiquiti Edge router, Configure Woosh internet supplied fritz box 7270. Connection works but not full speed. Get 27 down 31 up on speedtest.net on few different servers. Chorus Tech calls Chorus provisioning, They say everything is OK, They then call Snap, Snap do a profile reset, Still the same.

Wednesday 19th March. Figure out that speed issue is with the fritz box that Im using. Manage to get the Edge Router lite working. Full Speed.

Sure I had some minor hiccups but they weren't Snap's fault. And the ones caused by Chorus they fixed at the same time they were on site So im happy with both Snap and Chorus. Overall less than a fortnight between ordering and fibre being operational.

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#1009508 20-Mar-2014 01:49

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.

kingjj

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#1009531 20-Mar-2014 06:35

Is great to hear a positive story about Snap! popping up after the last weeks discussions. Even better to see that they have finally improved their long term contract options. Might finally be time to sign up.

RalphFromSnap

776 posts

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Snap Internet

#1009564 20-Mar-2014 08:56

Hi Aredwood

Great to hear that your install went well and you're enjoying all that lovely speed!

Thanks for the support.

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

duckquack

75 posts

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#1014826 28-Mar-2014 20:04

On Thur I also joined SNAP as an ADSL and VOIP customer, I must say some of the negative posts almost saw me not go ahead. I was previously with World Exchange/Xnet who had great service along with a great product but the ever increasing price difference between ISP finally forced me to jump ship with an easy $30 saving + an additional 50gb more data.

My install went very smooth, Fritz turned up well in advance. I then plugged Fritz in on the allocated day and internet worked straight away thanks to the relatively easy instructions provided by SNAP. My VOIP phone wasn't working however after a quick phone call and approx 5min wait to get a Tech they figured out my old provider had not released the number and if I waited another 24hr it should be working and it was. The only other minor issue was they only gave me 50gb when it should have been 150gb.

In summary very happy with the service and the product, the Fritz box also seemed to extract an additional 2mb of speed via ADSL over my old Cisco router/modem. Overall nice work SNAP!

jeffnz

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#1014837 28-Mar-2014 20:23

great to see positive experiences being shared, too often its only the negative.

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hio77

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Lizard Networks

#1014838 28-Mar-2014 20:25

jeffnz: great to see positive experiences being shared, too often its only the negative.

a bad experience gets people worked up far more than a good experience..

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SumnerBoy

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#1014874 28-Mar-2014 21:28

Yep - usually only hear about the bad experiences, good to hear some people having a better time.

I was one of the ones who had some frustrations recently, but I am happy to say since then Snap have really upped their game and have been very accommodating and attentive to my needs. They are obviously under staffed but they seem genuinely motivated to sort things out where they can. I am still unhappy with the FritzBox as an all-in-one router, but Snap have done everything in their power to sort out all the other issues.

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richms

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#1014879 28-Mar-2014 21:46

I replaced my flaky fritz with a netcomm so wanted DLM reset - tweeted them to ask for it and was actioned the next day with no drama.

Richard rich.ms

SumnerBoy

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#1014881 28-Mar-2014 21:50

Rich - what did you go for in the Netcomm range?

hio77

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Lizard Networks

#1014883 28-Mar-2014 21:53

not sure ild consider an netcomm an adequate replacement for a fritz personally, but great to see your problems are resolved.

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richms

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#1014887 28-Mar-2014 21:56

Well its not randomly syncing at low speeds and having periods where it lags out so badly that even the webUI takes several seconds to load a page. Just whatever the $200 one at PBtech is. Should never have done that "critical" software update that fritz banged on about in their german with english as an afterthought emails.

Richard rich.ms

hio77

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#1014891 28-Mar-2014 22:02

richms: Well its not randomly syncing at low speeds and having periods where it lags out so badly that even the webUI takes several seconds to load a page. Just whatever the $200 one at PBtech is. Should never have done that "critical" software update that fritz banged on about in their german with english as an afterthought emails.

there does seem to be a way to recover from that, but you need to roll back your boot loader..

prettymuch, as far as i can work out, to force people to stay upgraded AVM upgraded the boot loader on the 6.03 firmware, and then pulled all their old firmwares to insure everyone upgrades and cant roll back..

problem being, 5.51 was the start on a very slippery track that AVM have gone down, pushing their firmwares down the sh!tter...

the email made it clear it was with the MYFritz service (which isnt actually that useful anyway.) so its no real harm long as your not using it as far as i can tell.

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Noodles

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#1016958 2-Apr-2014 08:18

I thought I'd tack on my recent positive experience with Snap (not worth starting its own thread). Rang last week to book UFB install and rang last night to ask a question about the UFB install, both times the CSR was awesome (didn't catch the guy's name from last week, but last night I spoke to John). They were friendly and helpful. The only downside was that I had to wait 15 minutes to speak to them, but I was calling at 9pm each time.

hio77

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Lizard Networks

#1017072 2-Apr-2014 11:22

Noodles: I thought I'd tack on my recent positive experience with Snap (not worth starting its own thread). Rang last week to book UFB install and rang last night to ask a question about the UFB install, both times the CSR was awesome (didn't catch the guy's name from last week, but last night I spoke to John). They were friendly and helpful. The only downside was that I had to wait 15 minutes to speak to them, but I was calling at 9pm each time.

for 9pm, 15mins isnt so bad :)

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Noodles

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#1017361 2-Apr-2014 16:50

hio77:
Noodles: I thought I'd tack on my recent positive experience with Snap (not worth starting its own thread). Rang last week to book UFB install and rang last night to ask a question about the UFB install, both times the CSR was awesome (didn't catch the guy's name from last week, but last night I spoke to John). They were friendly and helpful. The only downside was that I had to wait 15 minutes to speak to them, but I was calling at 9pm each time.

for 9pm, 15mins isnt so bad :)

Yea, I'm not complaining. Haven't tried calling at other times for a while.

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