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4329 posts

Uber Geek
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Topic # 33057 28-Apr-2009 20:22
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We have only been connected for one day, and already I am looking at a new ISP.

If you cannot be bothered reading, look at the summary Tongue out

Firstly, I sent an email to Snap on the 27/03, it took until the 30/3 to get an automated response. It was the weekend, but an automated response should not take 3 days as far as I am concerned.
I was enquiring as to whether or not I could get their $37/month phone line at an address in Porirua, and stated that I was looking at spending around $100/month with them.
Since it took three days to get an automated response, I called instead and asked what my email had, and got told, that yes I would be able to get the cheaper $37/month phone line with my ADSL connection.

Either later that day, or the next, I called again to get the house connected on the 16/04 and again confirmed that I could get a phone line for $37/month. They arranged for direct debit forms to be posted to us, which never arrived. As we were moving house, I forgot about this completely (never had had any other ISP provider ask me to do this) and when it came to moving in day, the phone was not connected.

The following day, I gave Snap my credit card details, so that they could connect the home as soon as possible. On the 21/04 I called again to see how it was going, only to be told that I still had to provided DD or CC details. I asked them to look again, and yes they had my CC details, but had decided not to get provisioning to request our home to be connected.

Today I got our modem working, though only at ADSL one speeds due to a firmware issue, and decided to check the online billing. Snap are charging us the higher rate of $43/month, upon calling them, they have said that provisioning will call me tomorrow to let me know why I am not getting the discounted rate. But the person I spoke to, said that I would probably not be eligible as I am not in a TCL cable area. I let him know that I knew that, and had enquired about the cheaper rate before signing up. He advised that I wait until provisioning call me tomorrow.

So fingers crossed I am sorted tomorrow. I chose Snap as they have great pricing and what I had heard to date had been very positive. Though as there is an at home business to support, maybe Snap are not the ISP of choice. Looks like either Telecom or TelstraClear will get our money if Snap do not come to the party.

* Direct Debit forms never sent
* Provisioning request to Chorus not actioned
* Over charging on verbally advised phone line rentals

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Ultimate Geek
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  Reply # 210331 28-Apr-2009 20:55
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Stick with them, you'll find it worthwhile in the long run. They have the odd teething issue with getting your account underway, but by and large they have good service.

The ADSL1 speeds are hardly their fault, and to a degree, the DD forms are partly your fault..

Can't give you any advice on the phoneline thing, I'm using their Naked DSL product.


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  Reply # 210345 28-Apr-2009 21:18
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I know the adsl1 speeds are my problem, I would hardly blame them for a modem they did not supply, snappernet have been very good at trying to get it sorted though. Also, I did mention my mistake with the DD forms. However, it did not help that they were not sent, or if they were, never arrived.

I do hope you are right.


2091 posts

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  Reply # 210352 28-Apr-2009 21:30
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I have been with Xtra, Ihug, ICONZ, Wired Country, Clear over the last 10 years

I havent even so much as looked back. I first joined Snap a year ago when they had Snap Night Owl, unlimited data, it was FS/160 between 7am and 7pm and FS/160 from 7pm to 7am. It was excellent and i then brought my phone over as well. Now that the cabinet has been ADSL2+ enabled, i'm getting great speed results (see my sig).

Hopefully they sort your issues out, but give them a chance. I have recommended them to workmates, relatives and friends.

- Telstra HTC Touch Pro2 - Energy ROM WM6.5.5 20 Oct/Cyanogen Mod Froyo 2.2 - R.I.P
- AT&T Galaxy S Captivate 16GB on XT (now with brother)
- Samsung Galaxy S2 on XT- Runs ICS 4.0.3 Resurrection Remix 9.2
- Business Hours - Work In The Electricity Industry, After Hours - DJ/Turntablist - Will Scratch Vinyl For Free'
- What's next??? S3?

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  Reply # 210384 28-Apr-2009 22:55
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Snap is awesome

Just need an auckland exchange for lower pings :(

8029 posts

Uber Geek
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  Reply # 210388 28-Apr-2009 23:10
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daksta: Just need an auckland exchange for lower pings :(

Anyone heard anything more about when they will have an Auckland NOC/POP ?

424 posts

Ultimate Geek
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  Reply # 210407 29-Apr-2009 07:52
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Why do companies need to send out automatic payment forms?  Why not just download and print a pdf (admittedly the poster may have said that they didn't have a printer)?

4329 posts

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  Reply # 210453 29-Apr-2009 11:10
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Just got off the phone with Snap, who have reversed the phone charges, and will now be billing at the correct Wellington rate.

Not sure what the story is with their Direct Debit forms, as once again they have them sitting there waiting to be sent out, which was apparently actioned yesterday. Though I never asked for them, or talked about them when I called. Odd....

Hopefully Snap will be as good as everyone seems to think, and that they just have a few issues with their provisioning teams.

3539 posts

Uber Geek
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  Reply # 210459 29-Apr-2009 11:18
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Give Snap a bit of a chance to get things bedded down with your account, and I'm sure you'll be very happy Ross. Any time I've had to phone, they have been very helpful.

Just one thing I should mention about billing though: For some reason, Snap don't e-mail invoices to me. Instead, I have to login to the portal and pay them. That isn't a problem; their on-line portal accepts payments very quickly and easily. I just have to remember to do it once a month that's all.

Snap are the first ISP I have been totally happy with in all respects, and that is after trying all the major players and some smaller ones since first connecting to the internet in 1995.

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  Reply # 210506 29-Apr-2009 13:02
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Geez, this is the thread for the Snap fanboys to come out of the woodworks Cool

Hopefully Snap will get their act together - I've been most impressed with the helpdesk, I've never had more than 3 rings before someone answers.

16 posts


  Reply # 212147 4-May-2009 16:33
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Hello long time away.Three weeks Fiji Bula!

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