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1256 posts

Uber Geek

#115490 27-Mar-2013 12:09
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I thought I’d give my observations on the sign up and installation procedure for my recent connection to snap.

We’ve just moved house and have been on Vodafone naked broadband for several years but due to the fact that I will be shifting mobile providers next month the cost of staying with Vodafone was prohibitive.

Looking around at the various options for naked broadband the prices vary significantly.

While my wife and I can get away with a small data cap our teenage son is managing to blow away our 100gb cap in about 20 days leaving us on slowband for the rest of the month – so something in excess was required.

I have in the past been a customer of telecom, Vodafone and Orcon – telecom has no naked broadband so discounted them straight away, Vodafone too expensive without a mobile plan and orcon I will never go back to.

I did look at slingshot but I’ve had clients who have had real issues with them so I’ll stay away for now.

Finding the prices:

Snap’s website is awful – you can’t get the prices unless you put in your address which then looks like you’re in the middle of the signup procedure – why can’t they just have a pricing page like everyone else, no doubt this puts many people off from the start.

What services can I get?

Put my new address into the checker and it said it didn’t know what services were available – Chorus SAT shows me in ADSL2 coverage but I still had to call Snap who in turn had to do a check with Chorus which was going to be 24 hours later – the nice person on the phone said call us back in 24 hours with this reference number and we can tell you what services are available.

I asked if they were going to call me back but he said no they were short staffed in the call centre and don’t call people back – I did find this a bit odd however I called back 24 hours later and yes I can have ADSL2 but no VDSL.

Signing Up:

A few days passed and after chewing through 5gb of mobile BB in a week I took the plunge and signed up online – a painless process. Snap seem to only offer payment via credit card or direct credit.

There are a number of options like 12-24 month terms, data packs, upgraded modem/routers and other addons.

Once you’re done the credit card is debited the first month’s fee plus any additional costs and you’re sent a signup email.

Waiting until activation:

Several days went past and no email from snap about a connection date so I called the help desk and got a very helpful person who said that the technician was booked for the next day, this to me was the most disappointing part of the process – I would have expected an email with an update but to this day nothing has come through.

I asked when it was connected whether I could use the internet – he told me no I would have to call the help desk again to get them to ‘activate the billing’ then about 10 minutes later I would be online.

Again an email explaining this would have saved the call centres valuable time.

Out of interest he said that if I didn’t call to activate the billing in can take up to 48 hours after connection for it to happen automatically – this is quite different to all the other providers I have been with.


Got a call from Chorus technician who said he’d livened up the line and if there were any problems to give him a call – so I popped home and tried to configure the old Vodafone router to use snap (the friz was still at the courier depot) however you can’t configure the domain using the standard login and the advanced login wouldn’t work on the iPad so I went to the courier and picked up the fritzbox that snap had sent me.

They had pre-configured it so it really was just plug and play – online straight away.

The online portal for Snap allows you to see your overall data usage for the month however I can’t see anywhere that you can break it down day by day.


What’s the fritz!box? It’s my new best friend – best router I’ve ever owned.

So the fritz is available in 2 flavours the 7340 and the 7390 the latter being the top of the line model.

I did a bit of research between the 2 and this is what I found:

The 7390 has:

4 lan ports (vs 2 for the 7340)

2 wifi chips 2.4ghz and 5ghz can run at the same time (vs 1 for 7340)

512mb internal memory to use like a shared drive (none for 7340)

The 7390 was $50 extra on the 24 month contract and I opted for the 7340 – just like buying a new car I do have a bit of buyers regret eg. Why didn’t I buy the other model? But the reality is that I don’t need the extra features but they would be nice to have.

So why is the fritz!box so good – I have a relatively low sync rate of 13mbps but the fritz hasn’t dropped my connection at all yet it remains solid.

SIP accounts were very easy to configure (for 2talk) was up and running in a couple of minutes and no signs of voice dropouts. It also has fax and answerphone features build into the fritz.

There is a dect base station built into the box so you can connect your cordless phone to the fitz without need for a base station for your phone

Monitor your connection on the fritz interface.

Wifi overall is good but not great – you can’t add an external antenna and the signal strength from the ‘fins’ on-board is average at best – however there is a site survey feature and other nifty features.

The NAS functions are excellent – my previous Vodafone box had awful performance for the external drive plugged into it - but the NAS on the fitz has excellent throughput – the only issue I have is that I have to manually update the file list on the media server side of it or else new files won’t show.

The box is IPv6 compatible too which is an interesting feature.

No doubt this is a major feature of your snap connection.

Internet experience:

Its early days but I am more than happy with the performance of the snap connection at this point.

I’m not really a speedtest person however the browsing feels at least as good as it was before and there are no issues with youtube etc.

Peak times do appear better and more consistent on snap.

For the record speedtest shows a 10ms ping and constant 11mbps down and 1mbps up – no up and down through the test and consistent block of data from beginning to end.


I’m very happy with my snap connection and may look to move my work connection over in the next few months however I would hope the communication for a business connection is better as downtime would be unacceptable.

Hope this helps you if you’re looking to join.

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5836 posts

Uber Geek

Lifetime subscriber

  #787795 27-Mar-2013 12:09
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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.

776 posts

Ultimate Geek

Snap Internet

  #788252 27-Mar-2013 21:20
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Hi Aaron

Thanks the for the write-up. Pleased to see we did a lot of things of well but there's obviously a bit of room for improvement in the communications side of things, which we're about to start work on.

Everyone loves the FritzBox's - we even sell them to our competitors staff!



0800 BROADBAND (276 232)

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator


195 posts

Master Geek

  #788298 27-Mar-2013 22:53
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Click the usage and you will get the daily breakdown.

1256 posts

Uber Geek

  #788934 28-Mar-2013 20:02
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fellaintga: Click the usage and you will get the daily breakdown.

So it does - thanks for that

1662 posts

Uber Geek

  #793313 4-Apr-2013 16:22
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Just a question if anyone knows - from another thread Snap UFB uses SIP and in future they might be using ONT for phones.  Is that just plug and play for the customer?  I'm not into the technical details so be easy :)

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