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197 posts

Master Geek

# 129234 8-Sep-2013 10:55
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Hi everyone:

I posted the following note of appreciation on Snap's Facebook Page, but felt that I should also post it here just to let everyone who of our recent experiences with Snap Internet.  Having been a customer with Snap Internet for a number of years, I'm glad that I made the choice to switch to them from my previous ISP a number of years ago, and Snap has been great ever since.  What really stood out for us though, is in light our recent personal situation, Snap went beyond the normal call of "Customer Service" and too very good care of us.  I have also passed on my appreciation to Snap and their team(s) in particular Michael and the technical support team.  With Snap offering such great customer service, it is definitely one less thing for us to worry about! 

Below is the actual post that I posted - sorry for the long post!




I am writing in as a very satisfied and happy Snap Internet customer and would just like to express my gratitude towards Snap for their kind gesture - Snap has totally blown me away!

I have been a Snap customer for quite a number of years, beginning with being an ADSL2+ Naked Broadband customer. Last year, when UFB was rolled out in my area, and upon Snap announcing their plans, I signed up for the Lightwave Plan. I was told at the time of signing up that there would be a wait time of approx. 6-8 weeks to get Chorus to perform the fibre and ONT install, which I accepted. I thus signed up for a 2 year contract, n which I also received a FritzBox 7340 router for free, and an additional 50GB of data pack per month for the 1st 12 months.

Unfortunately for us though, shortly after signing up (and while waiting for the install to take place), we had to go up to Auckland as our Baby daughter had to be hospitalised at Starship Children's Hospital, and we didn't know how long we have to remain in Auckland for (and away from home). 

A couple of weeks later, whilst we were still in Auckland, I received communication from Snap advising me that Chorus is able to bring forward my fibre and UFB install by a couple of weeks and could take place in mid Sept last year. As we were still at Starship Hospital at the time, I had to make a trip down to Wellington to allow the install to take place. I liaised with Michael from Snap Internet to ensure the install will take place at an agreed date and time, and Michael personally made sure the Chorus technicians arrived on time and performed the install as agreed. He followed it through until the install was completed successfully.

Then, as we had to remain in Auckland for an indefinite period with no known date of when we can return home, I got in touch with Snap (Michael) and asked if there is any possibility of deferring the extra data pack for a while (i.e. 6 months) until we return home as we have no use for the additional data. If Snap would have came back and said sorry I would have accepted it, as that wasn't something that they needed to do. But, Snap not only came back saying yes, they even said I can choose to start/stop the data period whenever I liked/required as long as the total accumulative period which I enjoyed the free data is 12 months. Now this blown me away - really fantastic customer service from Snap!

As if that is not enough, we just returned home recently, having remained in Auckland longer that we expected, and sadly for us, we lost our Baby girl too (but that is beside the point)... I got in touch with Michael again recently and asked for my extra data pack to be started on my billing anniversary beginning this month, which Michael actioned but now the additional data pack has gone up to 145GB per months instead of 50GB I thought I was receiving. Great I thought. Michael did ask how did we get on etc, which I explained the situation to him (we are devastated, but we are doing as well as we could possibly be) to which Michael came back and expressed his sincere condolences etc. BUT, he offered to keep the additional data pack for us INDEFINITELY! Now, that is trly phenomenal - I didn't ask for it and is totally taken by surprise - pleasantly!

Well done Snap, time and again you've exceeded our expectations. No doubt you have a very very happy customer here, and we couldn't have been happier.

And of, BTW, speed/performance on my UFB connection is great too! :)


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5724 posts

Uber Geek

Lifetime subscriber

  # 891586 8-Sep-2013 10:55
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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.

4369 posts

Uber Geek

  # 891780 8-Sep-2013 21:37
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Condolences :(


2541 posts

Uber Geek

  # 891781 8-Sep-2013 21:48
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Good on Snap, but.. well... I'm sorry for your loss :(

2292 posts

Uber Geek

Lifetime subscriber

  # 892044 9-Sep-2013 13:03
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Condolences! And good on Snap!

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