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351 posts

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# 137946 13-Dec-2013 23:17
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So I moved to Snap last year and moved both my broadband and my voice services.  I have been very satisfied with the performance and the phone support of Snap and the general quality of the internet service.  However, I'm pretty dismayed about the phone services.

I have routinely attempted calling phone numbers in the USA and been unable to complete the call and get nothing but a fast-busy/invalid number tone.  This has happened on toll calls and I had to file a support request with Snap to get it resolved (pretty frustrating when you are trying to call a company in Virginia and before you can make the call you end up filing support tickets with your ISP/Phone provider).  What's worse, is now I have been attempting to call some 800 numbers in the USA and they won't work either.

I was just advised by Snap that they don't support calling 800 numbers in the USA and that I should just call on my cellphone (I have no problem calling the same 800 numbers from my vodafone mobile) or I have to find an alternate toll-free number to call.

Frankly, I am stunned and dismayed.

I have never had this issue with any phone provider before.  I am not expecting the phone number to be free and I completely expect to have to pay for the international call, but I should have the right and privilege to call an 800 number in the USA.  Furthermore, there are quite a few USA based companies for which there is either not a toll number available or, if it is available, it can be very difficult to locate that number.

I think this is pretty unacceptable.  Am I being unreasonable?  Anyone have experience with with other providers here?

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  # 951999 14-Dec-2013 02:27
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Sounds like a bug or limitation in their platform, perhaps RalphFromSnap can enlighten us.

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  # 952014 14-Dec-2013 07:05
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Well maybe you should tell snap you want a credit for the cost difference between an international call on your land like and on your cell phone.

 
 
 
 


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  # 952018 14-Dec-2013 07:56
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1-8XX- numbers are toll free numbers in the states which the company pays for the call to them just like 0800 numbers in NZ.

They where intended for local people in the USA only thus calling them from outside the USA wasn't intended. Have you ever tried calling NZ 0800 numbers from overseas?

Telecom have their 0168 service (0168 1 8xx .....) .. and other phone providers support calling them (but its not that common)

If a USA company doesn't have a non 1-8xx number then they don't intent for people outside the USA to deal with them. Can you give any examples of these companies?



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  # 952028 14-Dec-2013 08:40
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LennonNZ: 1-8XX- numbers are toll free numbers in the states which the company pays for the call to them just like 0800 numbers in NZ.

They where intended for local people in the USA only thus calling them from outside the USA wasn't intended. Have you ever tried calling NZ 0800 numbers from overseas?

Telecom have their 0168 service (0168 1 8xx .....) .. and other phone providers support calling them (but its not that common)

If a USA company doesn't have a non 1-8xx number then they don't intent for people outside the USA to deal with them. Can you give any examples of these companies?




+1 to this. You are complaining that you cannot access a number that you are not really meant to be able to access in the first place.

Some American companies do have international toll-free numbers that begin 00800 (I believe Apple has one) but their 1-800 numbers are meant to be domestic only. 



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  # 952121 14-Dec-2013 11:54
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Folks this idea that I shouldn't have to call them is a pretty myopic viewpoint. Also, if that were truly the case then why was I able to call all of these same numbers using my previous phone provider? Why is it that I can make the call from my Vodafone mobile and not from my Snap phone line?

In answer to your query as to why I would need to do this, I am a dual-citizen and I have business dealings in the USA. This requires me to be able to manage and interact with entities in the USA.

You ask for examples. Well there are many. How about if I need to call the California Department of Motor Vehicles to make an appointment to get my drivers license renewed on my next trip back to the USA? How about retailers that I want to talk to that ONLY list an 800 number on their website? Maybe I'm trying to buy something and have it sent back here using the NZ Post YouShop service? How about US Government departments that only list an 800 number?

I'm actually really surprised that some of you are surprised of this need.

And again, I will point out that when I have been with Telstraclear, Vodafone and Telecom I have no problem whatsoever making phone calls to USA 800 numbers. It's only with Snap that I have had to forfeit this capability.

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  # 952126 14-Dec-2013 12:15
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Hi Spacedog,

Sorry for the inconvenience here, I have logged this with our Voice Engineers, will report back as soon as we get an update.

 

Thanks,
TheRalph




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  # 952137 14-Dec-2013 12:44
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I considered getting VoIP from Snap as an extra bonus, not a full fledged service. If you don't like their service there are plenty of other VoIP services you can sign up for.

Skype may be an option too.

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  # 952192 14-Dec-2013 15:44
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spacedog
I'm actually really surprised that some of you are surprised of this need. 




Not surprised at the need, but merely pointing out that what you're wanting to do is in many ways a hack and isn't designed to work this way. Geographic toll free numbers within a country are designed to be called only with the country they originate in. They were never designed to be called from outside the country they originate in because somebody has to pay the cost of that inbound call termination.

You can't call a NZ 0800 number from overseas for example - so somebody in the US trying to call a NZ 0800 number isn't going to have any luck. Companies that require global toll free numbers use the UIFN service which uses the 800 country code and can be routed from any carrier anywhere in the world. Apple and Qantas are two examples of companies who use these.

In the late 90's Telecom International launched a service that allowed US 800 numbers to be called with the cost of the call being the same as a normal call to the US. As many providers over the years used Telecom for international termination this service has gradually grown to be available from a number of providers.

For all the reasons I've mentioned above you can't expect this service to be available from all providers.


SCM

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  # 952216 14-Dec-2013 16:20
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Why not just install Magicjack on your smart phone and enjoy free calling to the entire US of A

http://www.magicjack.com




 Click to see full size

 

 


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Ultimate Geek
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  # 952995 16-Dec-2013 11:37
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Best option is surely to use Skype and then the call is free - that's what I do all the time.


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