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Wannabe Geek


# 204403 30-Sep-2016 07:31
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I've been a customer of Snap for around 7 years however since the merger service has been abysmal and prices just keep going up . Customer loyalty means nothing either. Can anyone provide feedback on Slingshot both from a customer service and delivery of services perspective?


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2998 posts

Uber Geek


  # 1643074 30-Sep-2016 07:38
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Maybe you could say why Slingshot has reached the head of your selection process?




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  # 1643075 30-Sep-2016 07:42
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Would rather be a 2Degrees customer over SS, Retail pricing goes up cause wholesale pricing goes up

 
 
 
 


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Ultimate Geek


  # 1643080 30-Sep-2016 07:54
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I have been a customer of Slingshot before, personally I wouldn't go back.  I have no issue with 2 Degrees, was a Snap customer for years, I am paying less now than I did when I joined, I would recommend 2 Degrees


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  # 1643090 30-Sep-2016 08:13
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I would recommend one of the following ISPs:

 

  • Bigpipe. $79/mth for ADSL or 100/20 UFB. You can even stack their UFBSWITCH (2 months free switching from another UFB provider) or Grabone (1 month free) offer with the $20 referral credit
  • Voyager. $79/mth for ADSL or VDSL or 100/20 UFB (12 mth contract) or $69/mth (24 mth contract)

 

 

While I wouldn't recommend Slingshot myself - I've experienced far too many billing and provisioning issues with them - I can get you a $50 referral credit if you decide to go with them anyway (my parents are with them.)





rm *


6434 posts

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  # 1643091 30-Sep-2016 08:15
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Why slingshot in particular? If you shared what it was that makes you think they might be good, we might be able to help you figure out if they are the best isp for your needs.

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  # 1643098 30-Sep-2016 08:28
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Bigpipe is another to choose over SS

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  # 1643107 30-Sep-2016 08:47
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Because of ongoing issues I left Slingshot and joined Two Degrees, my experience at Two Degrees has been a 100% positive one.

 
 
 
 


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  # 1643109 30-Sep-2016 08:50
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I had been with Snap a few years before they were bought by 2 Degrees, I have noticed no change at all in the service I get from them, no price changes either.





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  # 1643110 30-Sep-2016 08:50
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Let me start with stating that I do not beleive there is a single provide in NZ with good customer service.

 

I had been with Slingshot over ten years before I switched to Bigpipe a month ago. I've had my share of issues with Slingshot. 

 

As you might know Slingshot was acquired lately which lead to a bit of cost cutting. The reason I decided to move is because VDSL has become available in my area and I just wanted to see what others ISP can offer to me. Unfortunately my experience with Bigpipe has not been very good. It falls into two categories: 1) Technical: my line is too long and VDSL turned out to be slower than ADSL, in addition Bigpipe is Chorus and Slingshot is UCLL and even ADSL speeds where better with Slingshot. Therefore I'm considering going back to Slingshot now 2) Support level: Bigpipe's one definitely not better than Slingshot's.

 

Lately I noticed that with Slingshot I was getting more joy calling them than emailing. Their email support mostly consists of replying to you "If you still experience the issue please call us". Bigpipe does not have telephone support. 

 

Slingshot phone support is a bit better. Having said that, I've almost never had technical issues with them, only billing/plan ones, which every time were resolved to my satisfaction. The only technical issue was outage in my whole area and me somehow ending up on a "deadend queue" when phoning them, spending two hours on hold with no progress, when I hanged up and re-dialed it was about 5 minutes wait.

 

About 5 years ago there were cases of internet absence for a few minutes several times a month (modem dropping the line and not being able to reconnect immediately) but there were none of these lately.

 

So from personal experience I would recommend trying slingshot, just not expect too much. 

 

Most providers in NZ are ok as long as you are lucky enough not to have issues, and most of them are problematic for getting your problems solved.


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  # 1643116 30-Sep-2016 09:07
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nedkelly:

 

I had been with Snap a few years before they were bought by 2 Degrees, I have noticed no change at all in the service I get from them, no price changes either.

 

 

Have you called them?

 

It still is working really well, but IME from one time calling and from other peoples reports it is not anywhere near the same as when it was snap.

 

Not at the offshore bad phoneline cant hear them and they dont listen stage, but long wait, reluctance to log fault unless I had completed their script of pointless actions etc.





Richard rich.ms

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  # 1643122 30-Sep-2016 09:21
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If anyone has had an issue with service from 2degrees we'd like to look into it and put things right whenever possible. 

 

@angelars and anyone else with an issue - please can you PM us your customer ID and contact number to see if we can turn this around for you. 

 

Most of our staff are here from the Snap days and our breakthrough last year brought unprecedented numbers of numbers over to us. Furthermore we're proud to have been awarded 'Best Broadband Provider' by the people that matter most, our customers - Canstar Blue Most Satisfied Customers for Broadband 

 

Cheers

 

^POB

 

 


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  # 1643245 30-Sep-2016 11:48
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2degreesCare:

 

are here from the Snap days and our breakthrough last year brought unprecedented numbers of numbers over to us.  

 

 

I suspect that "unprecedented breakthrough" was the problem. You went from being basically a small friendly local ISP to a big corporate ISP, and things changed. I'm not one myself, but I know quite a few _ex_ Snap customers and their stories are all very similar. According to them, Snap support went from being people who would listen, go the extra mile, understood when the people they were talking to were advanced users, and weren't afraid to hand our credit like candy,  to being generic big ISP scripted based support offering "Have you rebooted it yet"? level advice to IT pro's etc :-)





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Ultimate Geek


  # 1643299 30-Sep-2016 13:16
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Lias:

 

Snap support went from being people who would listen, go the extra mile, understood when the people they were talking to were advanced users, and weren't afraid to hand our credit like candy,  to being generic big ISP scripted based support offering "Have you rebooted it yet"? level advice to IT pro's etc :-)

 

 

Sadly it appears to be the case with all ISP's I've been with in recent years and would appear that they all use the same ISP Handbook where, as you say, it is a never ending dirge of "Have you rebooted your router" or "Everything looks good from our end so you're at fault and it's not our problem" etc... 


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  # 1643364 30-Sep-2016 16:05
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I have had a few instances were I have gotten nowhere with the support staff at 2degrees (calling in), and then being able to get things resolved quickly by getting in touch with support staff that frequents Geekzone.

 

That to me says there is a problem with first line support at 2degrees.

 

Last time I called in, I could have sworn I was talking to someone in India, have 2degrees outsources some of their first line support?





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Ultimate Geek


  # 1645054 4-Oct-2016 09:29
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Lias:

 

2degreesCare:

 

are here from the Snap days and our breakthrough last year brought unprecedented numbers of numbers over to us.  

 

 

I suspect that "unprecedented breakthrough" was the problem. You went from being basically a small friendly local ISP to a big corporate ISP, and things changed. I'm not one myself, but I know quite a few _ex_ Snap customers and their stories are all very similar. According to them, Snap support went from being people who would listen, go the extra mile, understood when the people they were talking to were advanced users, and weren't afraid to hand our credit like candy,  to being generic big ISP scripted based support offering "Have you rebooted it yet"? level advice to IT pro's etc :-)

 

 

 

 

I've just signed up with 2degrees and my experience was great. The sign up process was straight forward and the sales staff understood my request to provision on lan2 on the ONT for me (didnt want to cut off the previous owner). Then when the net speeds weren't correct technical support answered the phone in less than a minute, sorted that out straight away and then explained how to replace the fritzbox with an edgerouter lite.


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