Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

3292 posts

Uber Geek
+1 received by user: 826

Topic # 123502 9-Jul-2013 21:45
Send private message

Hi there,

We've been with Snap a few months now - signed up for a one year ADSL contract with them on the clear statement that they would soon be offering UFB in Palmerston North, and that they wouldn't charge a contract break fee to switch from ADSL to UFB (only one of two that promised this, the other being Telecom).

So... the story has been from day one that the time-frame for providing UFB in PN was "by the end of the second quarter of 2013". Every few weeks I've called them and been given the same story. And this is right up until the end of June. The story only changed once we entered this new quarter!

Two things I hope the Snap representative(s) that frequent this forum can answer, as I've had no luck getting answers to these questions from the call centre (who are otherwise very helpful):

1. What is the reason for the hold-up? Is it caused by Snap or Chorus? (considering we were one of the first streets in PN to have fibre to the door well over a year ago, and that Orcon's been offering it for nearly all that time, it's not like the main infrastructure's not in place).

2. Can you provide me with a new time-frame that I can expect to be able to sign up for UFB?

I see from Chorus' search tool that Telecom and Vibe offer UFB to our address (and Orcon, but that's not an option given our earlier dealings with them), but gven that we still have about eight months of our contract with Snap to go, we're stuck with ADSL for the near future UNLESS Snap comes to the party, or they accept that we acted in good faith on the information they provided us (as we only did it on the belief we would have UFB by now) and let us out of our contract.

Appreciate your response, Snap!


Filter this topic showing only the reply marked as answer Create new topic
776 posts

Ultimate Geek
+1 received by user: 176

Snap Internet

  Reply # 852029 9-Jul-2013 21:56
2 people support this post
Send private message

Hi Jonathan

Firstly, sorry for mucking you around on this. When we advised you earlier this year that we thought we would be up & running in Palmerston North by June, that was the best information that we had at the time.

We need to make quite a commitment to get into the area (so can't blame Chorus for this one) and for a whole heap of reasons it is just talking us longer than anticipated, so as at right now I'm reluctant to commit to a new date as I don't want to let anyone down again. Rest assured we will get there - its not fair that Palmerston North residents don't get to enjoy our awesome UFB services ;)

If you're absolutely unable to wait then we would let you out of your current contract with us, with no ETCs.

Happy to discuss further via DM if necessary.



0800 BROADBAND (276 232)

@SnapInternet on Twitter
Snap Internet on Facebook

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

3776 posts

Uber Geek
+1 received by user: 1497


  Reply # 852031 9-Jul-2013 21:59
One person supports this post
Send private message

It is completely up to Snap to get a handover in our area. In saying that it isn't a small undertaking to get this happening. They have just done Masterton so hopefully are working away on our area at the moment.

I realise Telecom can offer UFB but at the moment they can't give a static IP or port 25 which makes it unsuitable for heaps of our customers. Fine for home users though.

Summary, I think Snap is worth the wait and would stick with them for ADSL 'til the end.


3292 posts

Uber Geek
+1 received by user: 826

  Reply # 853674 11-Jul-2013 07:45
Send private message

Thanks for the reply, Ralph - have now taken conversation off-line with a PM.

It's not that we actively want to leave, it's just quite frustrating sitting here with UFB at the gate and limited opportunity to use it.  Issues like this are not going to help the wider cause, given the problems there are already with the slow take-up of UFB across NZ thus far.


27470 posts

Uber Geek
+1 received by user: 6934

Biddle Corp
Lifetime subscriber

  Reply # 853677 11-Jul-2013 08:04
2 people support this post
Send private message

UFB is a totally different product than DSL and has a myriad of other issues that need to be dealt with - one of the biggest is handover and backhaul, something that's becoming a very big issue for ISP's. I have no knowledge of what Snap's delays are, but it's safe to assume this would probably be at least one contributing factor.

Unlike DSL where Chorus are allowed to provide both layer 2 and layer 3 services, Chorus and LFC's are only allowed to provide layer 2 services for UFB. This means that for DSL an ISP has a choice when it comes to backhaul to their network - they can use Chorus provided tails at a fixed cost, or they can provision their own 3rd party backhaul.

In the real world this means an ISP who has say 100 customers in a EUBA handover area may just use Chorus tails to connect the xDSL customer directly back into their network (which could be in the same city, or at the other end of the country). They will pay a fixed price per customer for Chorus to carry this data based on distance and once customer numbers grow you reach a point where transitioning those customers to 3rd party backhaul becomes financially viable.

Because tail services don't exist in the UFB world an ISP has to provision it's own 3rd party handover to a Chorus or LFC handover point, typically located in an exchange. This incurs significant costs and resources and isn't something that can be done overnight.

It also means going forward that there could well be areas where some ISP's choose not to provide service because it won't be financially viable for them to do so. We're already seeing scenarios arise now in areas such as Tauranga where local ISP's are providing services where none of the big nationwide ISP's are.

Filter this topic showing only the reply marked as answer Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:

Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:

Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:

Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Geekzone Live »

Our community of supporters help make Geekzone possible. Click the button below to join them.

Support Geezone on PressPatron

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.