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Sanco
11-12-2010, 07:36 PM
Hi all,
I have been with slingshot for few years now and while I have never had huge issues and their broadband speeds have been at times little better than mediocre with peaks of 3.8Mb/s, in the last week I have experienced speeds as "high" as 0.83Mb/s.

After waiting the best part of 40 minutes to speak to a person in their technical department I was told that that was not too bad considering that connection speeds fluctuate.

While I can understand that speed and congestion can fluctuate, while my bill remains the same, I cannot accept those kind of speeds for 3 to 4 days in a row.

I was then put onto a customer service rep who sounded appalled at what I was just told and proceeded to divert me to another technician that would solve my problems. The technician in question tried a few settings and so on - you know the drill - and eventually directed me to the online form for advising of faults and issues, and told me that I would hear from their higher tier technical dept within 5 to 10 days.

So, off I went shopping and researching. I have researched Orcon, Telecom etc., and while Telecom is an attractive provider when it comes to pure speeds and reliability of services I found its pricing above my budget (and my ethcs), and read some derogatory posts about Orcon for it's speeds etc.

I then stumbled upon Snap Internet and had a chat with their customer service dept. Now, they sounded really promising and down to earth, however so where Slingshot a few years ago...

Has anyone here experienced the services of Snap, its speeds at various time of day/night/weekends?

Any info would be greatly appreciated.

Chilling_Silence
11-12-2010, 10:19 PM
AFAIK they're reselling Xnet, but apparently their customer service is significantly better.
Being that Xnet is renowned for being one to avoid, I'm unsure if that passes on down the line to their resellers, it's hard to know.

Orcons speeds have almost always been pretty good, and where they're not, it's *most* likely due to the exchange being congested in places where they're wholesaling from Telecom, and the exchange hasn't been upgraded to ADSL2+. Where they have their own gear (The + network I think?) or they're reselling from Telecom where the exchange / cabinet has been upgraded to ADSL2+, they're just fine. It's pretty much just Xnet / Slingshot that seem to be oversubscribing lately?

PinoyKiw
12-12-2010, 02:23 AM
We have a account with snap. We have been with them since when they were first called iNet.

We have had no drama's with them.

They usually answser the phone within a reasonable time frame, anywhere from straight away to a few minutes if they are busy but the few times I have called, it has never been longer than 5 or 6 minutes probably.

We are on one of there first offered DSL plans, the plans have since changed and are displayed on there website. I beleive the costs shown include a snap phone account or another $10 if you don't want a phone number from them.

I cannot compare them to speed at other NZ networks, in fact I don't even know what speed we download at but large files tend to come down quick enough....for us anyway....and web pages usually load very quickly. Time of day doesn't seem to be a issue.

They have also started a option of I think full speed download between what ever hours at night.

Chilling_Silence
12-12-2010, 06:07 AM
I'm not sure they're continuing that now that WxC (Xnet) have discontinued their "torrent" plan, all the more reason to believe they're reselling Xnet, but I seem to remember you're right, and that there was such an offering.

And yes, the costs shown presume you also have your phone through them, or you can add an additional $10 to the prices displayed and have your phone line with somebody else, such as Telecom.
PinoyKiw, could you fire up speedtest.net and see what you get from around NZ as well as the likes of Australia & the US?

pctek
12-12-2010, 07:01 AM
My son had Naked DSL with Snap for a while, no issues and the helpdesk was good.

Xnet has got bad press with the slow speeds AH issue but I still don't think they have bad support.
Better than the bigger ones.

Sanco
12-12-2010, 09:15 AM
Thank you for your replies, quite informative. Especially the bit regarding Xnet from Chilling Silence.

I wouldn't be able to go an the naked dsl at this stage, being that I live in Hastings, therefore I would be looking at regular adsl with phone services too.

I am not sure whether the exchange I am nearest to has adsl+2 capability, however the nice person I spoke to on the phone ran a test of my line and came back with the results pasted below:

Hi,

As per our phone conversation here is some information on phone and broadband plans we have.

Your address 502 King Street South, Hastings has an expected line speed of around 5 - 10 Mbps download and 0.5 - 1 Mbps upload.

Phone is $45 a month + $2.70 for wire and maintenance insurance
Plan C that you expressed interest in is $49.95 a month.


Obviously I am very, very interested in knowing averages of speeds, for I don't want to go from the pan (slingshot) to the fire; also considering that I would be locked in a 12 month contract with them at first.

If anyone currently receiving Snap's services could run a speedtest, as per Chilling Silence, then we could start comparing apples with apples.

Cheers

pctek
12-12-2010, 09:21 AM
Your address has an expected line speed of around 5 - 10 Mbps download

If anyone currently receiving Snap's services could run a speedtest, then we could start comparing apples with apples.


That won't help.

It all depends on where they live, what exchange they run off and so on.

Sanco
12-12-2010, 09:27 AM
You are probably right, but knowing various speeds at various places would help build some averages I guess.

Just so you know, I used to get anything between 3.5Mb/s to 6.4Mb/s up until recently and now I can only seem to be able to get 0.82 to 1.05Mb/s. So my line, exchange and all that should be up with specs, also considering that my neighbour on Telecom gets upwards to 7Mb/s on a regular basis from the same exchange.

I guess if I hear reliability and generally good speeds regardless of time of day would help.

Sanco
12-12-2010, 10:22 AM
These are the latest results (from the slingshot website by the way), and even if they have improved slightly I still think they are abysmal...


Last Result:
Download Speed: 1409 kbps (176.1 KB/sec transfer rate)
Upload Speed: 748 kbps (93.5 KB/sec transfer rate)
Latency: 49 ms
Jitter: 4 ms
Packet Loss: 0 %

pctek
12-12-2010, 01:42 PM
I used to get anything between 3.5Mb/s to 6.4Mb/s up until recently and now I can only seem to be able to get 0.82 to 1.05Mb/s. .

So there is a fault.
Either inside your place or out.

Sanco
12-12-2010, 02:00 PM
Mmmm... I have never heard of a fault that mainly happen after 6pm or at weekends pctek, that would make it an intermittent fault that would be hard to troubleshoot ;)

I will try to test my speed again during the days of the week to see if it persists, then we would be able to make an informed assessment.
That said, I have spoken to Telecom about their plans and they tested my line; it is ADSL+2 enabled at my exchange, which apparently is only 800+ metres away from my house, and my line showed that I could get a "theoretical" 24 Mb/s (in my dreams of course lol). Now, in real terms I should expect, say, 4.5 - 5 Mb/s?

Hey, I want to throw it out there: Could it be my Belkin F5D5730AU modem? It is fairly old all in all. However, Slingshot showed me connected at 9Mb/s yesterday, so maybe the modem could be something to consider?

I think I am starting to grasp at straws here though, and still believe that slingshot is playing a big role in all this.

Chilling_Silence
12-12-2010, 08:56 PM
The difference between you being connected and attaining your max line speed has a lot to do with how oversubscribed your line is if you're not on an ADSL2+ exchange.

Basically, Slingshot is likely the culprit.

pctek
13-12-2010, 06:55 AM
Mmmm... I have never heard of a fault that mainly happen after 6pm or at weekends pctek, .

Ah. Missed that bit.
Traffic then.

Sanco
13-12-2010, 08:41 AM
That is what I thought CS. However, you said: ..."how oversubscribed your line is if you are NOT on ADSL+2 exchange..." , well apparently I am on an ADSL+2 exchange; would that change the meaning of your message and perhaps it is something to do with my gear?

Chilling_Silence
13-12-2010, 10:21 AM
No it basically means if you're on an ADSL2+ exchange in NZ, then the backhaul to your exchange should be far more than sufficient. It means the issue is likely with Slingshot.

However if you were on a non-upgraded ADSL1 exchange, then to many of them there's an issue with the backhaul from "The internet" to the local exchange, which clouds the issue somewhat.

I'd bet money that your issue is purely Slingshot.

Sanco
13-12-2010, 10:29 AM
That is what I originally thought CS, thank you for clarifying that with me.

I am taking steps in order to move on from slingshot and have contacted Snap and Actrix. Actrix seems to have a good edge and will very likely see my business there in the next few days.

In the meantime I have emailed my concerns to Mark Callander, CEO of slingshot and callplus, his response below:

Thanks you for your email.

I would like to assure you that the current level of service is not acceptable and I remain very focused on addressing these issues – Slingshot will develop a reputation for leading on service and support! I expect this to take 2-3 months, but we are committed to doing it right.

I will also investigate your current issues as there is no reason for the decline in speed you are experiencing, and I will also look at the advice that was given when you spoke to the Contact Centre.

I hope we get the chance to prove that we can deliver a service that meets your expectations, and in the meantime please contact me directly with any further feedback.

Regards


As we can all see the company is aware of the discontent, let's hope one day they will meet the vision of its CEO.

wratterus
13-12-2010, 10:37 AM
Bit late here, but Snap is good. :thumbs:

Barnabas
13-12-2010, 03:45 PM
Ive been on Snap for about 6 months after moving from Orcon and havent had any problems with them. Line speed went up and I usually get about 7megs down, 756kish up.

They also have an option to pay 5 bucks to download unlimited data over 3 nights from 1am to 7am which can be handy every now and again.

All phone calls / emails have been answered promptly and only hassle I had was I couldnt take my Orcon phone number with me for some reason so had to get a new one.

Otherwise... :punk

Chilling_Silence
13-12-2010, 08:59 PM
Interesting email ...

dirtbag
13-12-2010, 11:50 PM
When a friend and I first signed up (different addresses/parts of Christchurch) speeds were pretty fantastic, but it took a bit of a hit when Big Time finished up. FTP and HTTP has slowed a bit, I don't use any torrents, so not sure how they have fared.

Chilling_Silence
14-12-2010, 07:04 AM
Yeah and when Big Time finished up everybody switched because Slingshot also offered Flat-rate. The difference being that Slingshot apparently doesn't have enough international bandwidth up their sleeve based on what we've seen here over and over again...

dirtbag
14-12-2010, 10:55 AM
Sorry, I was talking about Snaps performance.

Sanco
14-12-2010, 11:10 AM
Hi everyone,
Firstly I want to thank you all for your input into this conversation, it has been invaluable.

Yesterday I decided that it was time to change and finally rang Actrix, I went through the easy registration process and created an account with them.
I was expecting this to happen by the end of this week, with a little luck.

This morning I could not connect to the internet, so I rang slingshot who advised me that Actrix had switched the connection over to them overnight - great news.

I changed the settings on my old modem, still with the old filters running on my old telephone line that is connected to my old exchange about 800+ metres from my home, and voilá I was connected.

Did a speedtest and could not believe my eyes, so I repeated it - 4 times, and here is the result:
http://www.speedtest.net/result/1069611527.png (http://www.speedtest.net)

The service through Actrix is fractionally more expensive, but I have learned that you definitely get what you pay for.

Thank you again all for all your help.
Sanco

Chilling_Silence
14-12-2010, 11:38 AM
Yeah, in a nutshell: No oversubscribing of bandwidth

:D

I knew I should have bet money on it! Coulda made a quick buck or two ;)