[Snap] UFB Date delayed because of a misunderstanding from Snap!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] UFB Date delayed because of a misunderstanding from Snap!

KharmaOfChaos

8 posts

Wannabe Geek

#151547 28-Aug-2014 18:15

Snap!

I am posting this with the hope that I am the only customer that this situation has occurred with and our current situation is this:

We will be moving from our current place of residence in Levin to Hastings in 7 days and I took it upon myself to secure a rental home that had UFB available so with that all sorted we went ahead and contacted our current ISP "Snap!" in the hope that UFB would be available and we find that it is, and we book in a time and date for the UFB installation to confirm that it all goes ahead, which happened to be 5/9/2014, and that was all confirmed for that date which is the day after we move into our new place of residence.
Well to our knowledge everything had been sorted on our part but then we received a phone call from Chorus asking when would like to have the UFB pre-inspection carried out. We were completely unaware that this had to occur and weren't informed by "Snap!" at all about this process or procedure.
So I continue to speak with Chorus only to find out that the UFB pre-inspection process will be a maximum of 1.5 hours and there will be 4 working days which will follow before Chorus can begin the actual installation process for our current UFB needs.
Now all of this makes sense but are Snap! suppose to know about these procedures or is this simply a one off situation because I am by no means lucky and this is the type of things that occurs with me on the regular.
Also, Snap! advises us that we will have no phone/internet or any connection whatsoever until the UFB has been installed simply because we are on a VDSL plan here in Levin and at our new place of residence there is no VDSL available.
Chorus and I have made the best plan possible which is to have the UFB pre-inspection date as the 5/9/2014 and the following Wednesday 10/9/2014 to be the actual UFB installation date, therefore seeing us as a "Snap!" customer having no connection at all for a total of 7 days.

Is there any way that Snap! can better our current situation or are we up that proverbial creek without a paddle?

Anxious and concerned customer,

Cre-Ammon Ratima & Shona Hohepa

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Uber Geek

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#1117457 28-Aug-2014 18:16

Snap can request a closer date from chorus but there if they are fully booked you're out of luck unfortantly

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KharmaOfChaos

8 posts

Wannabe Geek

#1117470 28-Aug-2014 19:00

The initial date was perfect but it was the lack of knowledge for the procedure in which it all takes place that gets my partner and I. I they knew about the 4 day stand down between the UFB pre-inspection and the actual UFB installation then we wouldn't have been running under the assumption that we would have UFB the day after we move into our new place of residence. I guess it all seemed a little too easy for the way my luck usually runs. Appreciate the post. Cheers!

hio77

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Lizard Networks

#1117501 28-Aug-2014 19:50

UFB is always going to be complicated to get in there, its not like it is turn up at the place and plug in unless its all been done already - which is unlikely this early into the rollout..

if your only talking 7 Days, it may not be very viable to organize a temporary copper connection..

Talk it over with snap, see if they cant do you an normal adsl link for the week?

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GregM

79 posts

Master Geek

#1117502 28-Aug-2014 19:53

My pre-inspection took 5 minutes, really the guy didn't even need to come in the house. Also, when the guys came to do the install, I asked, why the hell are you putting an overhead cable, running it down my wall, under the house and then back up to where I want it, which would be easier from the roof in the first place. They agreed and continued it in through the roof. So, really, the pre-inspection was a complete waste of time. I don't see why they can't drive past in most instances.

sbiddle

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Biddle Corp

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#1117505 28-Aug-2014 19:59

While it's not the answer to your question the assumption you would simply be able to get a UFB install done in such a short timeframe was a very bold one. Even in UFB coverage areas there are many, many, many reasons why even what appear to be simple residential installs can often get bogged down with 3+ month delays.

As for a pre-inspection, this is a normal part of a UFB install to assess what work will be required.

KharmaOfChaos

8 posts

Wannabe Geek

#1117514 28-Aug-2014 20:25

I appreciate all the feedback for sure. We were under the impression that we were going to get UFB on the given date because we were specifically told that we would be ready to go on the date that we requested from the technical department of Snap! If we had been informed of the proper procedures then we wouldn't have been under the false impression but the technical advisor assured us that it really was that simple and we would have UFB connection with them from 5/9/2014 onwards. Hopefully they come up with a quality solution as we have had other technical difficulties with our VDSL in the past and lost days of internet connection if not a week or two due to copper line difficulties in the Levin area.
We enjoy Snap! as a provider and have been with Telstra and Vodafone before and see that Snap! are lightyears beyond both companies with customer service and troubleshooting issues.

Cheers!

vexxxboy

4243 posts

Uber Geek

#1117517 28-Aug-2014 20:28

my pre inspection was a guy coming around the day before installation taking a picture of where i wanted the unit to go , and sending it to the install person, and then left. The next day i had to show the chorus guy where i wanted the install to be as he had no idea , I still dont know why the first person called.

Common sense is not as common as you think.

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clinty

1182 posts

Uber Geek

Lifetime subscriber

#1117546 28-Aug-2014 21:12

and I took it upon myself to secure a rental home that had UFB available

Have you discussed the install of UFB with your landlord as it may require some holes to be drilled in the house. (Depending on what the pre inspection turns up)

Clint

InstallerUFB

840 posts

Ultimate Geek

#1117555 28-Aug-2014 21:20

To sort of answer some of the questions posed here.

To the OP the date that was given to you originaly by snap would have been your install date and it would be normal practice for a scope vist to be preformed at least 4 days before if not a longer time between scope and install - The scope visit would require you on site to confirm physical details of where equipement is to be installed as well as complete the install and operational agreements based on your and chorus's requirements. As you are not moveing till the day before this date - there wouldnt be at least a 4 day window - was your RSP informed of the timeing of your move or did they just assume that someone would be there on site before the due date so the scope could go ahead before the due date?

If there are additional communial network build/rework required (new tubes cut in or shifted to another side of the section) this has to be identified by the scoper

If additional civil work is required (new conduiting etc) on your property this has to be identified by the scoper and documented

These requirements are passed on and actioned withing that 4 day window (if possible but as you can imagine not always possible)

Along with the preconnect (prefibre) crew coming along and getting the fibre either blown or fix up to the side of your house (this often includes stringing up the aerial tubeing)

The Scope documents (photos, forms and concents) are filed and copies are sent on to the install crews (civils, prefibre and install ) electronicaly - sometimes these dont get to the crews @ the time of their visits due to many factors, including human error, but it may seem like they dont know what has been scoped but they have to confirm the end users understanding of what has been before they undertake their part of the install.

timmmay

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#1117557 28-Aug-2014 21:25

UFB is still new-ish. Snap should've explained the procedure better, but it's not the end of the world. Use your cellphone for a few days if you can't get the inspection done before the install date.

InstallerUFB

840 posts

Ultimate Geek

#1117558 28-Aug-2014 21:25

GregM: My pre-inspection took 5 minutes, really the guy didn't even need to come in the house. Also, when the guys came to do the install, I asked, why the hell are you putting an overhead cable, running it down my wall, under the house and then back up to where I want it, which would be easier from the roof in the first place. They agreed and continued it in through the roof. So, really, the pre-inspection was a complete waste of time. I don't see why they can't drive past in most instances.

Runing the aerial line down the wall to the ETP (300mm to 1.5m off ground level ) and then cableing under the floor to the ont is standard practice.

Runing the aerial line down the wall to the ETP and then cableing back up the wall and through the ceiling and down to the ONT isnt standard practice.

Its very hard to get concent from the property owner while driveing past

GregM

79 posts

Master Geek

#1117683 29-Aug-2014 07:48

InstallerUFB:
GregM: My pre-inspection took 5 minutes, really the guy didn't even need to come in the house. Also, when the guys came to do the install, I asked, why the hell are you putting an overhead cable, running it down my wall, under the house and then back up to where I want it, which would be easier from the roof in the first place. They agreed and continued it in through the roof. So, really, the pre-inspection was a complete waste of time. I don't see why they can't drive past in most instances.

Runing the aerial line down the wall to the ETP (300mm to 1.5m off ground level ) and then cableing under the floor to the ont is standard practice.

Runing the aerial line down the wall to the ETP and then cableing back up the wall and through the ceiling and down to the ONT isnt standard practice.

Its very hard to get concent from the property owner while driveing past

What they wanted to do is string the aerial line to my house, put a conduit down the wall, run it under the house, then back up to where I wanted the ONT which was in a cupboard against the ceiling where my gear was. I didn't see the point in running this horrible conduit down the external wall of my house and use far more cable, adding more bends, when it could come straight in next to my copper and power and run straight along the inside of the roof. The install guys agreed. Whats interesting is I don't appear to have an ETP, the cable from the pole runs straight in through into the house and to my ITP. Nothing on the outside of the house, the guy got up in the roof and just pulled the cable through. I also have 12 strand cable because they ran out of 2 strand, I'm assuming mine is anything but a typical install.

Agree on consent, but they could do it other ways then a piece of paper.

KharmaOfChaos

8 posts

Wannabe Geek

#1133888 22-Sep-2014 16:47

Alright so I have an update for how everything has gone up till this current point.

We now have UFB installed in our new place of residence and the download and upload numbers are great after a misunderstanding of us going for the 30 down and 10 upload plan and it was rectified after the weekend so we got what we initially asked for which was 100 download and 50 upload but there was an assurance given that the 31-33ms Ping was going to improve on UFB with Snap! but it stayed the exact same way as when we had VDSL with Snap! in Levin as we currently reside in Hastings. This was a huge disappointment as I am an online gamer and every millisecond makes a difference in whether you win the battle or lose it.

The issue now is we have two unexplained bills from Snap! and they are both due to Chorus' installation that we were assured, before moving here, would be free of charge as we never had UFB before hand. Below are the billing details from Snap!

2014-09-09

Invoice: Chorus Cancellation Fee

$ 115.00

$ 226.75

2014-09-09

Invoice: Chorus Investigation Fee

$ 145.00

$ 111.75

At no point was there a Cancellation of sorts for our connection or contract plan and an investigation fee that has yet to be explained by Snap! and now we are being sent around in circles for the past two days calling up Snap! and asking for these charges to be reversed but the billing customer service centre suggests that these billings are correct but cannot give us any information on the purpose of their existence or why we have incurred such infringements.

My partner is very calm and taking the steps in order to have the correct understanding brought into light but myself on the other hand is absolutely flying off the handle because we were constantly told by Snap! that the costs would be free as we never had UFB in Levin and this would be our first UFB install.

Please, if you are a representative of Snap! could you please do your best to help us out as these costs were never allowed in our budget and had they been made apparent then I would've never moved into this house as our moving budget disallowed for costs of this magnitude.

Irate Snap! Customer

Shona Hohepa & Cre-Ammon Ratima

hio77

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Lizard Networks

#1133892 22-Sep-2014 16:50

KharmaOfChaos: assurance given that the 31-33ms Ping was going to improve on UFB with Snap! but it stayed the exact same way as when we had VDSL with Snap! in Levin as we currently reside in Hastings. This was a huge disappointment as I am an online gamer and every millisecond makes a difference in whether you win the battle or lose it.

latency to where..

#include <std_disclaimer>

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

KharmaOfChaos

8 posts

Wannabe Geek

#1133909 22-Sep-2014 17:13

hio77:
KharmaOfChaos: assurance given that the 31-33ms Ping was going to improve on UFB with Snap! but it stayed the exact same way as when we had VDSL with Snap! in Levin as we currently reside in Hastings. This was a huge disappointment as I am an online gamer and every millisecond makes a difference in whether you win the battle or lose it.

latency to where..

I don't quite understand the question but just a bit of a back story I play FPS games in particular Call of Duty on the Xbox One and are looking for the best possible connection so that I can actually compete against other players who have 1ms - 18ms ping as I simply don't stand a chance with the way my ping is right now. I have covered all avenues accept for the internet connection and sharing my concerns with the Snap! customer service operator I was assured it would be better on UFB but there has been absolutely no change ping wise where as if I do a SpeedTest with the Orcon SpeedTest it gives me 13ms ping constantly which has me confused in more ways than one. Any help would be much appreciated. Cheers!

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