We have only been connected for one day, and already I am looking at a new ISP.

If you cannot be bothered reading, look at the summary

Firstly, I sent an email to Snap on the 27/03, it took until the 30/3 to get an automated response. It was the weekend, but an automated response should not take 3 days as far as I am concerned.
I was enquiring as to whether or not I could get their $37/month phone line at an address in Porirua, and stated that I was looking at spending around $100/month with them.
Since it took three days to get an automated response, I called instead and asked what my email had, and got told, that yes I would be able to get the cheaper $37/month phone line with my ADSL connection.

Either later that day, or the next, I called again to get the house connected on the 16/04 and again confirmed that I could get a phone line for $37/month. They arranged for direct debit forms to be posted to us, which never arrived. As we were moving house, I forgot about this completely (never had had any other ISP provider ask me to do this) and when it came to moving in day, the phone was not connected.

The following day, I gave Snap my credit card details, so that they could connect the home as soon as possible. On the 21/04 I called again to see how it was going, only to be told that I still had to provided DD or CC details. I asked them to look again, and yes they had my CC details, but had decided not to get provisioning to request our home to be connected.

Today I got our modem working, though only at ADSL one speeds due to a firmware issue, and decided to check the online billing. Snap are charging us the higher rate of $43/month, upon calling them, they have said that provisioning will call me tomorrow to let me know why I am not getting the discounted rate. But the person I spoke to, said that I would probably not be eligible as I am not in a TCL cable area. I let him know that I knew that, and had enquired about the cheaper rate before signing up. He advised that I wait until provisioning call me tomorrow.


So fingers crossed I am sorted tomorrow. I chose Snap as they have great pricing and what I had heard to date had been very positive. Though as there is an at home business to support, maybe Snap are not the ISP of choice. Looks like either Telecom or TelstraClear will get our money if Snap do not come to the party.


* Direct Debit forms never sent
* Provisioning request to Chorus not actioned
* Over charging on verbally advised phone line rentals