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65 posts

Master Geek


Topic # 147104 9-Jun-2014 15:07
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first of all, I am happy with all customer support people in Snap despite my experience with snap this time is not great!


1.
Back in early April, I requested my VDSL connection transferring from old house in glenfield to new house in Greenhithe.


2.
I moved into new house in early of May, but SNAP told me there was NO VDSL port available in Greenhithe area so I had to wait!
And they had no idea about how long I had to wait for as it is up to Chorus to connect to me on VDSL. They told me the longest wait time so far is 28 days!


3.
I had waited more than 34 days and was so frustrated and SNAP suggest that they could connect me on ADSL temporary while waiting for VDSL. Therefore I was connected on ADSL last Friday!!!!! and they PROMISED they would still put me on the waiting list for VDSL, I dont need to call them again, I can just wait!



4.
Today, I called Snap again for other issue. (I have changed my credit card so SNAP kept sending emails for the payment of the month I dont have internet).


I told Snap my new credit card number and at the end of the conversation I asked how is my VDSL order. They told me they had not put any VDSL connection order for me yet and since I asked this time, they would order for me again this afternoon!@!@!







Everyone answers my phone in snap is polite and sounds very promising.

BUT

1. 
I have waited more than 34 days for my broadband and still waiting for VDSL at the moment



They could have put me on ADSL much earlier!


3
They could told me the previous owner was with snap AS WELL so I could actually get connected from DAY 1 if I just plug in my modem. 
(I found this out by connecting my modem on day 34th morning before the technician came in in the afternoon)


4. 
They promised me they would still put me on VDSL waiting list but actually I am NOT.
Luckily that I find out that today so I order VDSL again!!!



I hope my experience could help someone on the forums with the similar situation!







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6430 posts

Uber Geek
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  Reply # 1061826 9-Jun-2014 15:13
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wait, so you just had no internet for a month because they didn't offer to put you on ADSL whilst waiting for VDSL port to open up??

I would have just gone to another provider.  That's crazy.



65 posts

Master Geek


  Reply # 1061832 9-Jun-2014 15:19
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NonprayingMantis: wait, so you just had no internet for a month because they didn't offer to put you on ADSL whilst waiting for VDSL port to open up??

I would have just gone to another provider.  That's crazy.



In the first four weeks, they kept saying the longest waiting time on their record is 28 days. Nothing they could do as Chorus is the line company.


But they didnt offer me any alternative for example ADSL until I broke that 28 days record!!!


my friend  told me telecom offered them a 3G dongle while waiting for their new connection...


I suggest SNAP would do that as well...


it cost me a lot and inconvenience using cellphone 3G data while waiting for the new broadband connection.

 
 
 
 


6430 posts

Uber Geek
+1 received by user: 1567


  Reply # 1061834 9-Jun-2014 15:21
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liuyanbiao:
NonprayingMantis: wait, so you just had no internet for a month because they didn't offer to put you on ADSL whilst waiting for VDSL port to open up??

I would have just gone to another provider.  That's crazy.



In the first four weeks, they kept saying the longest waiting time on their record is 28 days. Nothing they could do as Chorus is the line company.


But they didnt offer me any alternative for example ADSL until I broke that 28 days record!!!


my friend with telecom told me telecom offered them a 3G dongle while waiting for their new connection...


I suggest SNAP would do that as well...


it cost me a lot and inconvenience using cellphone 3G data while waiting for the new broadband connection. 


the dongle would have been whilst they are waiting for any sort of port to open up.  If you were just waiting for VDSL, but ADSL was available, then they really should have offered you ADSL.  There would be no reason not to offer it.

I can't even imagine 28 days without broadband.  torture!



65 posts

Master Geek


  Reply # 1061836 9-Jun-2014 15:26
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NonprayingMantis:
liuyanbiao:
NonprayingMantis: wait, so you just had no internet for a month because they didn't offer to put you on ADSL whilst waiting for VDSL port to open up??

I would have just gone to another provider.  That's crazy.



In the first four weeks, they kept saying the longest waiting time on their record is 28 days. Nothing they could do as Chorus is the line company.


But they didnt offer me any alternative for example ADSL until I broke that 28 days record!!!


my friend with telecom told me telecom offered them a 3G dongle while waiting for their new connection...


I suggest SNAP would do that as well...


it cost me a lot and inconvenience using cellphone 3G data while waiting for the new broadband connection. 


the dongle would have been whilst they are waiting for any sort of port to open up.  If you were just waiting for VDSL, but ADSL was available, then they really should have offered you ADSL.  There would be no reason not to offer it.

I can't even imagine 28 days without broadband.  torture!



what else can you do?
I am on two years contract with them.....

I felt myself stupid as well while I connected my modem on day 33rd and found out that I could surf internet from day1 as the previous house owner was on snap as well.

The CHORUS technican came in the afternoon and disconnected/reconnected the line again for my NEW connection!

At the beginning, Snap told me I had to wait for Chorus to configure the line and I was so busy unpacking stuff so I didnt try to connect my modem. Snap could have told me the previous owner was with them so I actually DO NOT need Chorus to connect the line.


I think this is a failure in the process!!!





32 posts

Geek


  Reply # 1061917 9-Jun-2014 16:47
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I have had the same experience although not that long. But I forced snap to put me on adsl after 2 weeks of no internet. After connecting to adsl for 2 weeks, vdsl was available.



65 posts

Master Geek


  Reply # 1061920 9-Jun-2014 16:52
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boykunk: I have had the same experience although not that long. But I forced snap to put me on adsl after 2 weeks of no internet. After connecting to adsl for 2 weeks, vdsl was available.


maybe I am too nice on them....
yell



12 posts

Geek
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  Reply # 1066806 16-Jun-2014 17:01
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Im still waiting for VDSl from April the 2nd (when I paid).
It appears that I can have VDSL on all the maps of distribution but Chorus hasn't actually upgraded the cards in my exchange so I actually cant have VDSL...........The only time I get any update is when I push.

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