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# 161858 21-Jan-2015 21:45
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Hi,
We are having terrible problems with Snap and need someone to recommend a good reliable vDSL provider.
It's definitely a Snap problem... their PPP server goes dead every week or so and it takes them hours or a day or so to fix it.

As well as this Chorus have given us a noisy line (we have many clean alternative pairs into our base) but Snap will not press the issue with Chorus, so we get smaller drouts many times every day.

We are a WISP servicing many commercial customers, who are getting very unhappy now. We've been very patient for months now but Snap is really not making any effort to get things fixed.

On the blurbs, Snap looked good but we're finding otherwise.
This is losing us our business, so can anyone please recommend a good reliable vDSL provider?
Thanks, much appreciated.

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Mr Snotty
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  # 1219515 21-Jan-2015 21:59
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You're running a WISP off a VDSL connection? Does Snap know about this and are you paying for a SLA otherwise it is against most providers terms of service.






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  # 1219520 21-Jan-2015 22:04
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Hi, thanks for the reply.
Yes of course Snap know exactly what we're doing... we worked in very closely with them setting up what would be the best plan to start with and how they can supply as we expand.

Being in a remote area, vDSL is our only option (which is why there was an oportunity to set up a WISP operation here). Do you have any suggestions on what would be better for us than vDSL? UFB hasn't got here yet.

Cheers.

 
 
 
 


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  # 1219526 21-Jan-2015 22:14
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the noisy line is likely to be the cause of your issues. VDSL is higher freqency then normal DSL so line issues become more apparent




Mr Snotty
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  # 1219530 21-Jan-2015 22:16
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I've got people on Snap VDSL with no issues at all (stable connection) - have you tried another router?




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  # 1219548 21-Jan-2015 22:43
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I would bet your dropouts are to do with your 'noisey' line. How exactly do you know it's 'noisey'? Has a fault been logged to fix this?

I get that WISP's start small but is a VDSL line with, what seems to be, no SLA really the best way to do things? Some P2P fibre would be the way to do it and sets you up nicely for the future - might seem costly now but migrating a whole bunch of customers to a new core network really isn't that easy when you want to keep down time to a minimum.

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  # 1219566 21-Jan-2015 22:51
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Hi alangot2

I've looked into this and identified the issue. Hope to have you online again ASAP, and with a permanent fix.
Apologies that this was not resolved earlier.


Thanks

^RO




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0800 BROADBAND (276 232)
www.snap.net.nz

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^RO Ricky - Technical Lead
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  # 1219876 22-Jan-2015 10:46
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Thanks to all those have replied...

Yes, there are two issues; one is as you say due to the noisy line. This is causing one minute dropouts two or three times a day.
Snap have logged fault reports with Chorus about this... all have been ignored by Chorus.

Our contract is with Snap, not Chorus, so we're in a bind. The next thing we're looking at is to take some beers into the Chorus depot and see if we can get this fixed by getting the Chorus techs in a "good mood" as the channels through Snap haven't worked.

The other much more important issues are with the Snap PPP server which causes the big hours or day long dropouts every couple of weeks. Snap keep assuring us they've fixed it, but it keeps happening.

So, thank you Snap for keeping trying but you have to appreciate that this is really bad for us. We have put in a second ADSL line as a failover but that is with Snap too.

Our main customer (a large Government department) is now getting pretty assertive that we need to have at least our failover with another provider.
So this request is for recommendations for a known good provider... if we go down again for hours or a day due to the Snap server fault again it'll cost us a large chunk of our business.

Fibre is going to be what we go to in the long run. There is no UFB here and we need to get some more customers before we go to our own fibre connection. This is on the plan but unfortunately not yet.

Another option is to bring our own backhaul down from Auckland independent of Chorus. This is feasible and commercially very attractive, but unfortunately not yet.

Thanks.

 
 
 
 


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  # 1219962 22-Jan-2015 12:03
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A backup connection sounds essential to me. Can you use wireless or even get in fiber?



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  # 1220032 22-Jan-2015 12:48
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Yup agreed. We're looking at all our options now to get some other backhaul in, as well as progressing things with Snap.

It's just that I've been installing Internet Services throughout NZ since the Commodity Internet started in NZ back in the 80's.
Have never had a problem anywhere near like this in all that time. So we thought we'd be pretty safe with the path we'd planned out.

One of our Directors is now pushing it harder with Snap. I'm on the point of flying up to the Snap head office (from Nelson) and sitting in their CEO's office till we get some joy.

We've worked extremely hard for months to set up this fairly big and well financed operation. It's the way things will go more and more in the future in NZ and overseas with the gear now getting affordable enough. We (and other similar providers) are showing that you don’t need to be a humungous multinational to provide a very good and affordably broadband and phone service.

We're reclaiming our Telco operations back into NZ hands from the multinationals it was handed to back in the 80's. The Nelson community is completely behind us in this of course... big articles about us in the local papers and it's spread to the international media... about time it happened...

Our customers are of course extremely happy with what we're providing. We just need to get a reliable backhaul provider.


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  # 1220072 22-Jan-2015 13:23
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alangot2:
One of our Directors is now pushing it harder with Snap. I'm on the point of flying up to the Snap head office (from Nelson) and sitting in their CEO's office till we get some joy.



Not sure if you'll find Mark's office by flying up the country. smile



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  # 1220074 22-Jan-2015 13:26
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sbiddle:
alangot2:
One of our Directors is now pushing it harder with Snap. I'm on the point of flying up to the Snap head office (from Nelson) and sitting in their CEO's office till we get some joy.



Not sure if you'll find Mark's office by flying up the country. smile





Try going down.




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  # 1220076 22-Jan-2015 13:27
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Oh dear, looks like my keyboard is playing up now too.

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  # 1220083 22-Jan-2015 13:40
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Give DTS a call - I think they should be able to meet your needs well. Or talk to HD wholesale, where you would get pretty good control over exactly how much bandwidth you need if you want to be more than just in a shared pool. I'm guessing both of those ISPs will be able to set you up with a connection that perhaps doesn't have to authenticate back to a PPP server (no idea really)

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  # 1220084 22-Jan-2015 13:42
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jnimmo: Why not try someone like HD wholesale (then you can choose exactly how much bandwidth you want if needed) or DTS if you're not happy with Snap. I'm guessing both of those ISPs will be able to set you up with a connection that perhaps doesn't have to authenticate back to a PPP server (no idea really)


Uh oh someone mentioned HD.




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  # 1220086 22-Jan-2015 13:44
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nedkelly:
jnimmo: Why not try someone like HD wholesale (then you can choose exactly how much bandwidth you want if needed) or DTS if you're not happy with Snap. I'm guessing both of those ISPs will be able to set you up with a connection that perhaps doesn't have to authenticate back to a PPP server (no idea really)


Uh oh someone mentioned HD.


I just edited my post before I saw yours to make the mention less prominent. I haven't had a positive experience with HD but I know one of our suppliers use their network and haven't noticed any issues (virtual desktop hosting company who obviously outages would be a big deal).

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