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Wannabe Geek


Topic # 152294 22-Sep-2014 21:38
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Hi all, we're thinking of switching our internet to Slingshot from telecom. We're happy with Telecom but costing us a lot of money and not much using the landline so will switch to naked.
I looked at their website and the deals are fine. Thinking of getting a vdsl connection but I see that the connection speed depends on how close you are to the exchange cabinet. I just saw one today but not sure if it was something else. It was green and nothing indicates of chorus.
What are these cabinets look like?
Anyway. I heard a lot of negative feedback about Slingshot especially their customer service. I'd like to hear from someone who has recently start using them and about their customer service connection etc.
also let's say I went with slingshot and not happy with it can I cancel my contract within a month without termination fees?

Cheers

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  Reply # 1134109 22-Sep-2014 21:38
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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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  Reply # 1134125 22-Sep-2014 22:01
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Stay with Telecom.

You will find a lot of info on this exact topic on google. I can say i have had first hand and heard of many horror stories and bad runs with Slingshot.
I am sure the retention team at Telecom can offer you the same as what slingshot will do..




 


 
 
 
 


'That VDSL Cat'
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  Reply # 1134126 22-Sep-2014 22:03
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Ild call Spark, and ask them for a prequal so you have an idea of what speeds you would expect on VDSL.

if you can find your Downstream atteuation from your modem, we could make a comment on how close you are to the cabinet.






#include <std_disclaimer>

 

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


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  Reply # 1134127 22-Sep-2014 22:05
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if you have a mobile with spark you can go naked with them to save some cash.  

http://www.chorus.co.nz/network-upgrade-map

put your address in here to show what services you can get




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  Reply # 1134132 22-Sep-2014 22:14
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We have only had good experiences with Slingshot.

In the past (few years ago) however their customer service let them down and some people I suppose are cautious about giving it a second go.



Phone support is very fast.
They have reps on a couple of tech forums and social media.
My line is around 45 Mbps sync, (theoretical 5.6 Mb/s) but in real transfer rates I normally get 5.4 - 5.5 Mb/s in torrents, steam and origin.  I suppose realistically maxing out the line including overhead.

Reps are really nice and sometimes provide further unofficial incentives to join if you ask nicely.

Service is stable.
Pings are low.
Global mode is mint.





Only downside is the ISP provided VDSL modem is low quality. Its worth buying your own.



Have not been with Telecom (spark) for a long time, but their routing for me had about +20 ms on Slingshot back in 2010.




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  Reply # 1134202 23-Sep-2014 04:58
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I had a nightmare experience with this exact swap a few years ago. Large delays in setup, ridiculously incompetent help staff. After being on ADSL for around a decade the Slingshot staff said the delays were mainly because they had to install a whole new line into my house.

After it took them 2 odd weeks to connect me with me having to call day after day after day - I was with them under 7 days before I ran back to Telecom with my tail between my legs. Terrible service when compared to Telecom, latency galore, web pages failing to load - its like I had arrived back in 1998 with a 33.6 baud modem.

Slingshot refused to release me from the $150 fee, refused to refund any of the money I paid. Refusing to waive the $150 was the killer for me - I work in a software development house with hundreds of staff, I am free with my opinion in many frequent ISP discussions - I know I have saved many people from making this awful mistake.

The ISP you are looking for might be Bigpipe - its got the budget sorted and I just made the swap - smooth as silk, good communication and the connection is flawless so far. I've been with them two(ish) months now.

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  Reply # 1134204 23-Sep-2014 05:29
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My recent experience with Slingshot has left me feeling EXTREMELY annoyed. I changed from vdsl to naked vdsl and Italk. I have no problem with the vdsl connection itself, but had BIG issues sorting out Italk. It came down to the 1st level support staff, and I dealt with at least 5 different people, not knowing details about how Italk worked. Also the VDSL router Slingshot supply is at best, basic. I solved my problems by buying a decent VDSL router (ASUS DSL-N66U). This fixed the Italk problem plus another network issue I was having. If it wasnt for the fact I am on contract I would have left them.

 

 

 

 

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Vocus

  Reply # 1134300 23-Sep-2014 09:07
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Morning,
Of course I am slightly biased, but just wanted to point to things out:
- Over the past few years Slingshot has invested heavily in all aspects of customer service. Hands up - a few years ago it was often not up to scratch. Now it's really good - we see it as one of our key selling points and are committed to making it even better.
- We track industry Net Promoter Score as a way of benchmarking service. http://en.wikipedia.org/wiki/Net_Promoter So that you know it's not just me/ us saying we are good, the NPS scores (from a sample of 3,000 Kiwis) averaged over the last three months were: Slingshot +12, Orcon +6, Spark -9, Vodafone -11.
Anyway - my two cents. We'd love to have you aboard and are happy to answer any questions you have.
Cheers, Quentin




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]


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  Reply # 1134306 23-Sep-2014 09:13
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Oh - and OP, as to your questions:
PM me with your address and we can approximate what your VDSL performance will be like.
And no, re: ETF, what we'll do is make sure it's all working properly instead :) 




Head of Brand and Communications
Vocus NZ
[Slingshot, Orcon and Flip]




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Wannabe Geek


  Reply # 1134474 23-Sep-2014 12:03
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Thanks for the respond guys, been awesome. I was on the Spark website this morning to see if I could do anything to stay with them. then a message popped up and said I could chat one of their customer service people. I gave my details and he looked at what we could get, he offered $75 naked broadband on 80GB VDSL. he also did a test which came up with these numbers:

At the moment: ADSL2+: 15.9 - 18.2 Mb/s,   VDSL2: 18.8 - 24.2 Mb/s
with naked VDSL: VDSL2: 18.8 - 24.2 Mb/s

he said these are rough numbers so it'll make more difference in real time. I really don't want to go through all the paperwork and hassle to change over to a new ISP it's a real pain. but also don't want to get ripped off with something I don't use and need. 
So what do you guys think? Shall I stick with Spark? Those numbers will make any difference with streaming movies, music, skype etc. 

Thanks all



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  Reply # 1134557 23-Sep-2014 13:43
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michael001: I had a nightmare experience with this exact swap a few years ago. Large delays in setup, ridiculously incompetent help staff. After being on ADSL for around a decade the Slingshot staff said the delays were mainly because they had to install a whole new line into my house.

After it took them 2 odd weeks to connect me with me having to call day after day after day - I was with them under 7 days before I ran back to Telecom with my tail between my legs. Terrible service when compared to Telecom, latency galore, web pages failing to load - its like I had arrived back in 1998 with a 33.6 baud modem.

Slingshot refused to release me from the $150 fee, refused to refund any of the money I paid. Refusing to waive the $150 was the killer for me - I work in a software development house with hundreds of staff, I am free with my opinion in many frequent ISP discussions - I know I have saved many people from making this awful mistake.

The ISP you are looking for might be Bigpipe - its got the budget sorted and I just made the swap - smooth as silk, good communication and the connection is flawless so far. I've been with them two(ish) months now.



You do realise right, that bad experiences have happened with every ISP.
The difference is, if the bad experience is a consistent or a one off.

By the way, if one support channel is letting you down, best action is then to try another (like PMing a rep).




I can also name bad experiences with Telecom, but I know that it is not a consistent bad experience.
One ISP I tried was world net. The bad performance, horrible support and lies continued for a few months before I cut the rope.


Also part of your issue sounds like a Chorus issue.


So what it sounds like is one way or another, there were install delays and without the speed issue being diagnosed, you abandoned ship and expected to leave slingshot with the fees they had to pay to connect you.





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  Reply # 1134560 23-Sep-2014 13:46
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Have you thought about going with Snap! pretty well respected around here I believe and I've personally had no issues with them at all.




When you live your life on Twitter and Facebook, and are only friends with like minded people on Twitter and Facebook, you are not living in the real world. You are living in a narcissistic echo chamber.

 


My thoughts are my own and are in no way representative of my employer.




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  Reply # 1134574 23-Sep-2014 14:10
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geekiegeek: Have you thought about going with Snap! pretty well respected around here I believe and I've personally had no issues with them at all.


Thanks for the reply. I looked at that option, but it's pretty much same deal with Telecom and to be honest getting this deal from Telecom not really worth going through changing ISP and all the paperwork all over again!
I'm just hoping to get some feedback from someone regarding those speed test the Telecom guy did today to show me the differences. I also put my address to Chorus website and came up with this note: 

 

Network capability:

 

  • Broadband > 20 Mbps (with the right modem and plan)
  • Broadband > 10 Mbps


Cheers

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  Reply # 1134589 23-Sep-2014 14:31
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That's fairly low predicted download speeds for VDSL. You would still get good upload speeds though - about 10 Mb/s, so maybe only worth changing if upload is important to you.

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  Reply # 1134599 23-Sep-2014 14:42
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I've been with Slingshot for years.

Never had a problem...so much so that sometimes I struggle to think what the customer experience really is like...as it simply works, is cheap and I have no need to speak to anyone, ever.





Handsome Dan Has Spoken.

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