[Snap] Customer Service

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] Customer Service

snaprulez

16 posts

Geek

#26399 21-Sep-2008 16:21

One thing for sure(without doubt)There service is EXCELLENT.

Cheers Nash

nate

6473 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#166101 21-Sep-2008 20:34

snaprulez: One thing for sure(without doubt)There service is EXCELLENT.

+1 from me.

Nice login by the way

grant_k

3539 posts

Uber Geek

Trusted

#166112 21-Sep-2008 21:00

snaprulez: One thing for sure(without doubt)There service is EXCELLENT.

Another +1 from me.

Have been with Snap for about 3 weeks now, and everyone in our house agrees: Snap is the best ISP we ever had.

Service from Ralph and his team has been exemplary.

FredDag

206 posts

Master Geek
Inactive user

#166647 23-Sep-2008 22:58

Support has been great on the phone I must say.
Let me try the support right now! Phoning for support as I have a slight *cough* speed issues to Europe:

gmx.net mail account is timing out!

Calling 10:44pm (support open until 12pm)
YAY, answered on the second ring!
Typical what is your account..

And...... been some problems with international speeds. aha.

Can you send us a traceroute..?
Email sent. Call all done in 4 minutes.

Speed to Europe is still pants but I appreciate a freindly tech support that answers the phone.

Fred.

Ragnor

8220 posts

Uber Geek

Trusted

#166743 24-Sep-2008 14:01

Could someone on Snap tracert the 4 addresses below for me?

I'm interested in which routes and upstream providers they are using for these before I consider switching.

1: 144.140.155.144
2: 12.129.225.21
3: tunnel4.wowtunnels.com
4: no-maam.info

FredDag

206 posts

Master Geek
Inactive user

#166744 24-Sep-2008 14:11

They use telstra... bolt onto that network in christchurch so... I expect it is exactly the same as telstra (anyone confirm?)I'd be on telstra if it wern't for the location on this rental.
C:\Documents and Settings\Fred>dateThe current date is: Wed 09/24/2008Enter the new date: (mm-dd-yy)
C:\Documents and Settings\Fred>timeThe current time is: 2:05:22.71Enter the new time:
C:\Documents and Settings\scott>tracert 144.140.155.144
Tracing route to 144.140.155.144 over a maximum of 30 hops
  1 1 ms <1 ms <1 ms 10.10.10.10  2 2 ms 1 ms 2 ms 192.168.1.1  3 23 ms 41 ms 22 ms [Like it matters].static.snap.net.nz [Like it matters]  4 39 ms 22 ms 20 ms snap-chc-state2-rtr01.snap.net.nz [202.37.101.254]  5 42 ms 34 ms 54 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]  6 52 ms 45 ms 40 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]  7 36 ms 40 ms 45 ms 203.167.233.10  8 70 ms 68 ms 648 ms i-10-0.syd-core01.net.reach.com [202.84.219.97]  9 67 ms 67 ms 60 ms TenGigabitEthernet5-0.pad-gw1.Sydney.telstra.net [203.50.13.25] 10 68 ms 68 ms 62 ms Bundle-Ether3.chw-core2.Sydney.telstra.net [203.50.6.26] 11 75 ms 79 ms 76 ms Bundle-POS1.exi-core1.Melbourne.telstra.net [203.50.6.14] 12 85 ms 87 ms 81 ms TenGigabitEthernet8-1.exi1.Melbourne.telstra.net [203.50.80.11] 13 80 ms 75 ms 79 ms telstr477.lnk.telstra.net [139.130.4.138] 14 86 ms 83 ms 88 ms 144.140.178.5 15 * * * Request timed out. 16 * * * Request timed out. 17 86 ms 97 ms 77 ms 144.140.155.144
Trace complete.
C:\Documents and Settings\Fred>tracert 12.129.225.21
Tracing route to 12-129-225-21.attens.net [12.129.225.21]over a maximum of 30 hops:
  1 1 ms 1 ms 1 ms 10.10.10.10  2 2 ms 1 ms 1 ms 192.168.1.1  3 23 ms 24 ms 28 ms [Like it matters].static.snap.net.nz [Like it matters]  4 22 ms 25 ms 23 ms snap-chc-state2-rtr01.snap.net.nz [202.37.101.254]  5 70 ms 49 ms 49 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]  6 39 ms 35 ms 43 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]  7 179 ms 175 ms 174 ms so.jb.wils.telstraclear.net [203.98.42.66]  8 183 ms 179 ms 189 ms GigabitEthernet5-1.GW4.LAX1.ALTER.NET [157.130.245.21]  9 164 ms 169 ms 166 ms 0.so-2-0-0.XL2.LAX1.ALTER.NET [152.63.53.62] 10 1423 ms 181 ms 170 ms 0.so-6-0-0.XL2.LAX15.ALTER.NET [152.63.112.61] 11 176 ms 184 ms 180 ms 0.so-7-0-0.BR1.LAX15.ALTER.NET [152.63.116.25] 12 167 ms 162 ms 164 ms 204.255.168.30 13 197 ms 196 ms 203 ms tbr2.la2ca.ip.att.net [12.127.3.222] 14 175 ms 171 ms 169 ms 12.127.3.189 15 211 ms 208 ms 208 ms 12.122.255.74 16 269 ms 195 ms 208 ms mdf001c7613r0004-gig-12-1.lax1.attens.net [12.129.193.246] 17 202 ms 199 ms 199 ms 12.129.209.99 18 * * * Request timed out. 19 * * * Request timed out. 20 * * * Request timed out. 21 * * * Request timed out. 22 * * * Request timed out. 23 * * * Request timed out. 24 * * * Request timed out. 25 * * ^CC:\Documents and Settings\Fred>C:\Documents and Settings\Fred>tracert tunnel4.wowtunnels.com
Tracing route to tunnel4.wowtunnels.com [66.63.191.249]over a maximum of 30 hops:
  1 1 ms 1 ms 1 ms 10.10.10.10  2 2 ms 2 ms 2 ms 192.168.1.1  3 25 ms 25 ms 50 ms [Like it matters]2.static.snap.net.nz [Like it matters]]  4 18 ms 20 ms 18 ms snap-chc-state2-rtr01.snap.net.nz [202.37.101.254]  5 40 ms 41 ms 39 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]  6 38 ms 49 ms 52 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]  7 47 ms 54 ms 46 ms ge-0-1-0-914.icore1.acld.telstraclear.net [203.98.42.19]  8 186 ms * 169 ms at-0-0-1-300.jb1.wils.telstraclear.net [203.98.42.37]  9 180 ms 185 ms 189 ms GigabitEthernet5-1.GW4.LAX1.ALTER.NET [157.130.245.21] 10 180 ms 191 ms 192 ms 0.so-2-0-0.XL1.LAX1.ALTER.NET [152.63.53.58] 11 185 ms 189 ms 187 ms POS6-0.GW1.LAX1.ALTER.NET [152.63.112.217] 12 185 ms 196 ms 181 ms thexchange-gw.customer.alter.net [157.130.237.146] 13 211 ms 203 ms 202 ms 1wh-10gb-peering.1-8.oc3networks.com [66.63.166.245] 14 186 ms 179 ms 177 ms core01-gig3-2.oc3-gw.oc3networks.com [66.63.164.233] 15 178 ms 231 ms 172 ms oc3-colo-lax.gig-1-1.oc3networks.com [66.63.166.242] 16 180 ms 171 ms 188 ms tunnel2.wowtunnels.com [66.63.191.249]
Trace complete.
C:\Documents and Settings\Fred>

FredDag

206 posts

Master Geek
Inactive user

#166746 24-Sep-2008 14:14

format bomb.. hmm there a code handler for this forum?

RalphFromSnap

776 posts

Ultimate Geek

Trusted

Snap Internet

#166748 24-Sep-2008 14:37

Tracing route to 144.140.155.144 over a maximum of 30 hops
1     1 ms     1 ms     1 ms 94.101.37.202.static.snap.net.nz [202.37.101.94]
2    36 ms    30 ms    33 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]
3    21 ms    15 ms    16 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
4    34 ms    37 ms    38 ms 203.167.233.10
5    63 ms    58 ms    48 ms i-10-0.syd-core01.net.reach.com [202.84.219.97]
6    51 ms    43 ms    46 ms TenGigabitEthernet1-0.pad-gw1.Sydney.telstra.net [203.50.13.21]
7    53 ms    48 ms    47 ms Bundle-Ether3.chw-core2.Sydney.telstra.net [203.50.6.26]
8    60 ms    78 ms    69 ms Bundle-POS1.exi-core1.Melbourne.telstra.net [203.50.6.14]
9    57 ms    62 ms    70 ms TenGigabitEthernet8-1.exi1.Melbourne.telstra.net [203.50.80.11]
10    77 ms    73 ms    79 ms telstr477.lnk.telstra.net [139.130.4.138]
11    56 ms    64 ms    66 ms 144.140.178.5

Tracing route to 12-129-225-21.attens.net [12.129.225.21]over a maximum of 30 hops:
1     1 ms     1 ms     1 ms 94.101.37.202.static.snap.net.nz [202.37.101.94]
2    38 ms    25 ms    23 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]
3    32 ms    28 ms    34 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
4   155 ms 153 ms   161 ms so.jb.wils.telstraclear.net [203.98.42.66]
5   157 ms   162 ms   151 ms GigabitEthernet5-1.GW4.LAX1.ALTER.NET [157.130.245.21]
6   162 ms   150 ms   150 ms 0.so-2-0-0.XL2.LAX1.ALTER.NET [152.63.53.62]
7   144 ms   143 ms   143 ms 0.so-6-0-0.XL2.LAX15.ALTER.NET [152.63.112.61]
8   150 ms   143 ms   146 ms 0.so-7-0-0.BR1.LAX15.ALTER.NET [152.63.116.25]
9   152 ms   147 ms   152 ms 192.205.34.29
10   159 ms   150 ms   153 ms tbr2.la2ca.ip.att.net [12.127.3.222]
11   157 ms   160 ms   157 ms 12.127.3.189
12   197 ms   236 ms   230 ms 12.122.255.74
13   159 ms   150 ms   157 ms mdf001c7613r0003-gig-10-1.lax1.attens.net [12.129.193.242]
14   145 ms   149 ms   167 ms 12.129.209.99
15     *        *        *     Request timed out.

Tracing route to tunnel4.wowtunnels.com [66.63.191.249]over a maximum of 30 hops:
1     1 ms     1 ms     1 ms 94.101.37.202.static.snap.net.nz [202.37.101.94]
2    28 ms    26 ms    23 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]
3    18 ms    31 ms    23 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
4   164 ms   154 ms   155 ms so.jb.wils.telstraclear.net [203.98.42.66]
5   153 ms   159 ms   155 ms GigabitEthernet5-1.GW4.LAX1.ALTER.NET [157.130.245.21]
6   143 ms   146 ms   148 ms 0.so-2-0-0.XL2.LAX1.ALTER.NET [152.63.53.62]
7   148 ms 147 ms   149 ms POS7-0.GW1.LAX1.ALTER.NET [152.63.112.213]
8   158 ms   150 ms   151 ms thexchange-gw.customer.alter.net [157.130.237.146]
9   163 ms   156 ms   160 ms 1wh-10gb-peering.1-8.oc3networks.com [66.63.166.245]
10   158 ms   171 ms   156 ms core01-gig3-2.oc3-gw.oc3networks.com [66.63.164.233]
11   153 ms   150 ms   157 ms oc3-colo-lax.gig-1-1.oc3networks.com [66.63.166.242]
12   147 ms   154 ms   147 ms tunnel2.wowtunnels.com [66.63.191.249]

Tracing route to no-maam.info [209.216.249.112]over a maximum of 30 hops:
1     1 ms     1 ms     1 ms 94.101.37.202.static.snap.net.nz [202.37.101.94]
2    24 ms    26 ms    20 ms g0-1-0-969.icore2.tspn.telstraclear.net [203.98.4.25]
3    23 ms    16 ms    17 ms ge-0-2-0-1.xcore1.acld.telstraclear.net [203.98.50.251]
4   154 ms   172 ms   155 ms so.jb.wils.telstraclear.net [203.98.42.66]
5   181 ms   145 ms   144 ms GigabitEthernet5-1.GW4.LAX1.ALTER.NET [157.130.245.21]
6   151 ms   161 ms   160 ms 0.so-2-0-0.XL1.LAX1.ALTER.NET [152.63.53.58]
7   158 ms   145 ms   146 ms POS6-0.GW1.LAX1.ALTER.NET [152.63.112.217]
8   164 ms   166 ms   161 ms w-b-scon.customer.alter.net [63.114.63.166]
9   151 ms   150 ms   151 ms sdtc.ar01.g8-3.americanis.net [206.251.233.61]
10   160 ms   148 ms   144 ms webintellects.fw.americanis.net [209.216.251.170]
11   158 ms   162 ms   168 ms vds7.secure-wi.com [207.158.22.217]
12   157 ms   150 ms   145 ms 209.216.249.112

On the work wireless accross the road at the pub =]

Snap

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FredDag

206 posts

Master Geek
Inactive user

#166753 24-Sep-2008 14:48

I work wireless 7 metres from the kitchen at home :() MOMNOMNOMNOM
Anyone in need of a Network Admin, Windows Admin, Security Auditor for a few hours? I work remote unless you in central Wellington. A steal for $120/hr.
Currently doing an audit for a 'three letter' company.
Fred.

mch_nz

53 posts

Master Geek

#166814 24-Sep-2008 17:42

Gotta agree, customer service is the best! Frontline are all excellent as is the technical backup. It's great to talk to people who really know what they are doing.

bradstewart

4335 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#166832 24-Sep-2008 18:33

I have been using Snap for nearly three months and all I can say is the service is by far and away the best around. I've never had to wait while calling the helpdesk for the one small issue I had (my fault not theirs) and the guy I got put through to knew his stuff and got me sorted without delay.

I'm currently getting an average download speed of 1.4MB/sec and pings to the US of sub 200ms.

10/10 for Snap!

FredDag

206 posts

Master Geek
Inactive user

#166838 24-Sep-2008 18:55

bradstewart, do a speed test to LA for us will you please?

https://www.speedtest.net/

Ragnor

8220 posts

Uber Geek

Trusted

#166900 24-Sep-2008 21:21

Next qusetion, does Snap have a point of prescence in Auckland yet or is the handover from telecom's backhaul still in christchurch?

bradstewart

4335 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#166911 24-Sep-2008 22:30

However I don't feel this reflects my real world experience and it is hard to get an accurate result from speedtests.

FredDag

206 posts

Master Geek
Inactive user

#167820 29-Sep-2008 19:59

Ragnor See tracert posts in this forum. As you stated, still via Christchurch, out Telstra's network... then up to Auckland.

Hmmm thats an extra ~40ms than if you were peered at Auckland (and are based in Auckland)

Fred