[Snap] Snap have failed our company!

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dafman

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#154208 21-Oct-2014 10:56

We are a financial services company and we moved to new Wellington CBD offices on friday last week. In advance of the move our IT company arranged through Snap to have internet installed in our new premises, the previous day on thursday.

The problem is that the Chorus technician did not mark the installation and, as a result, our IT company have been unable to complete the connection. For over two days our IT company have been trying to get resolution through Snap with no luck. We currently have no business phones or internet and Snap are missing in action.

If anyone from Snap that can resolve this is reading this, please call me urgently on 021 xxx xxxx (Neil).

[Mod Edit: Number removed by request]

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#1159157 21-Oct-2014 12:03

Seems like you have been another casualty of Chorus.

While my most recent experience went smoothly, I had to make sure Snap contacted Chorus and confirm they were on site to do the switchover. All my previous switchovers were botched up by Chorus either failing to turn up or failing to sign off the job back to the ISP and is not specific to Snap.

dafman

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#1159165 21-Oct-2014 12:10

khull: Seems like you have been another casualty of Chorus.

While my most recent experience went smoothly, I had to make sure Snap contacted Chorus and confirm they were on site to do the switchover. All my previous switchovers were botched up by Chorus either failing to turn up or failing to sign off the job back to the ISP and is not specific to Snap.

Although Chorus failed to mark the connection, the problem is Snap's as we are required to liaise through them and cannot directly contact Chorus. Despite the resolution being very simple - ie. the technician advising where the connection was put, we are now facing our our third day without internet. Third world?

Hammerer

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#1159171 21-Oct-2014 12:18

dafman what do you mean by "mark the installation"? I can't think of a grammatically correct meaning that fits. Do you mean sign-off a stage of the install?

I don't think that enough information has been provided to attribute the cause of the problem to either Snap or Chorus.

[Edit] PS Crossover, I see you mean "mark the connection".

richms

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#1159179 21-Oct-2014 12:30

Every time I see these issues I have to ask, if the internet and phone are that vital to your business why was it not set up and tested weeks before it was needed?

Richard rich.ms

Dairyxox

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#1159186 21-Oct-2014 12:34

Financial services all have flash smart phones, hot spot off them for now, setup your printer with google cloud print etc?
Not trying to downplay the severity of your issue at all, and I know hot-spotting has its downfalls, but it can get you going if you're in a bind like this.

lxsw20

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#1159192 21-Oct-2014 12:44

richms: Every time I see these issues I have to ask, if the internet and phone are that vital to your business why was it not set up and tested weeks before it was needed?

I would love it if things were always that easy.

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toejam316

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#1159194 21-Oct-2014 12:50

Really would like clarification on what you mean - I've been to sites before where a customer complained, got a failed install ticket generated, and I've found that it was a case of the previous site tenant had a connection, the provisioner (correctly) livened the intact cable pair, and the new tenants simply didn't try - they saw lots of plugs and different coloured wires and threw their hands in the air.

That was a chargeable visit for them, sadly.

Join Quic Broadband with my referral - no sign up fee and gives me account credit

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

dafman

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#1159198 21-Oct-2014 13:02

richms: Every time I see these issues I have to ask, if the internet and phone are that vital to your business why was it not set up and tested weeks before it was needed?

We didn't have access to the premises weeks before it was needed. We timed for a week cross over with our previous lease and new lease, and ensured that Chorus were booked and confirmed prior to move. Given that it's a major CBD building, and the install was bulk standard, I thought our preparation was reasonable.

dafman

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#1159201 21-Oct-2014 13:07

Dairyxox: Financial services all have flash smart phones, hot spot off them for now, setup your printer with google cloud print etc?
Not trying to downplay the severity of your issue at all, and I know hot-spotting has its downfalls, but it can get you going if you're in a bind like this.

We are, all of the above - but it's not great look for the company if clients can't call in to contact us, and phone tethering does have it's limitations.

dafman

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#1159207 21-Oct-2014 13:13

toejam316: Really would like clarification on what you mean - I've been to sites before where a customer complained, got a failed install ticket generated, and I've found that it was a case of the previous site tenant had a connection, the provisioner (correctly) livened the intact cable pair, and the new tenants simply didn't try - they saw lots of plugs and different coloured wires and threw their hands in the air. That was a chargeable visit for them, sadly.

The premises have been completely re-wired for data and the local area network is current up and running, wireless as well - it's just that Chorus did not tag the data connection for everything to be hooked up to. I'm not the tech guy - we outsource to an IT company for this, so apology if myexplanation is lacking.

dafman

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#1159208 21-Oct-2014 13:14

Snap have been in contact, so will update in due course.

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Predated

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#1159215 21-Oct-2014 13:35

dafman: Snap have been in contact, so will update in due course.

Might want to remove the phone number from the first post now

lxsw20

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#1159223 21-Oct-2014 13:51

dafman:
Dairyxox: Financial services all have flash smart phones, hot spot off them for now, setup your printer with google cloud print etc?
Not trying to downplay the severity of your issue at all, and I know hot-spotting has its downfalls, but it can get you going if you're in a bind like this.

We are, all of the above - but it's not great look for the company if clients can't call in to contact us, and phone tethering does have it's limitations.

Get your DDIs forwarded to your mobiles.

dafman

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#1159225 21-Oct-2014 13:54

Predated:
dafman: Snap have been in contact, so will update in due course.

Might want to remove the phone number from the first post now

Sounds sensible, but can't see that I have an edit option for the initial post?

mattwnz

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#1159236 21-Oct-2014 13:59

dafman:
Predated:
dafman: Snap have been in contact, so will update in due course.

Might want to remove the phone number from the first post now

Sounds sensible, but can't see that I have an edit option for the initial post?

You will need to ask a mod.

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