Hi all,
I'm a long-time reader, first time poster. I've been motivated to post because of my horror of a swap to Snap that I thought other potential customers should know about.
My decision to move to Snap came after reading loads of good reports on this forum about both their service and plans. I've had years of trouble-free service with fyx but I wanted to move to a data plan and VDSL, so after a lot of research I decided on Snap. In my experience so far, their good reputation is thoroughly undeserved.
My connection was due to swap over on Saturday. No time indication was given, which was concerning as I was expecting a tech to visit my house, but I figured I would hear from them when they were ready. So I clear my Saturday to make sure I'm available. Come 5pm, I've had no contact at all from Snap or Chorus, but then my internet dies a few minutes later so I figure things are finally happening.
I swap my router over to the Snap one. Problem 1 - no ADSL cable. I call the Snap call centre and wait on hold for 25mins. The CSR looks at my order and advises that the Chorus job has been put on hold. I then realise that of course there has been no Chorus technician visit yet. The CSR can't find out why it's on hold, and is "not allowed" to escalate to Chorus to find out unless it's a medical emergency (?!). I'm pretty annoyed that no-one from Chorus or Snap bothered to tell me there was a problem, and I'm more than pretty annoyed that they would disconnect my old ISP before they were ready to supply me.
I now have no internet for at least the rest of the weekend; possibly even longer. I was meant to be working from home on the Sunday, so I ad to travel in to the office to do this instead. And ASSUMING they can get this working during the week, I will need to take time off work to meet the Chorus tech - not that I even know when this will be! So the cost to me in my time, money, and time off work is adding up. And so is my frustration.
Now why on earth would you arrange a connection on a weekend, if your service agreement with your wholesaler is only during standard business hours? And why would you not check that you were ready to supply before disconnecting a customer's previous supply? Snap is feeling like a real mickey-mouse outfit to me so far.
I think the worst part was that the two people I spoke to from Snap offered no empathy (or apology until I specifically asked for one). The general attitude was "this is the situation, you'll just have to wait. There's nothing we can do". There was no responsibility and no ownership of the problem. I'm afraid Snap that if YOU employ a third-party it is still YOUR responsibility when they don't deliver. It's not good enough to just blame them and make no effort to fix the problem. When I mentioned how unimpressed I was and that I would be reconsidering whether to proceed with Snap, I was threatened with breach of contract. Seriously?! For a contract that Snap has failed to actually deliver to themselves? Unbelievable.
The tech did at least keep his promise and update me this morning, but there is still no resolution. Apparently the issue is in the exchange, but they have no ETA for the next update let alone the resolution. They also haven't yet arranged the Chorus tech to visit my home - and it wasn't until I pointed this out that I got a "hmm good point" response. I work full time so am not in a position to just drop everything and head home when it's convenient for them, and it astounds me that it is me that has to point out things like this.
All in all, this has been extremely frustrating and mammothly inconvenient. I haven't completely written you off yet Snap, but you had better be planning to put this right, or at the very least pay for my reconnection to my previous provider.