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  #341  
Old 30.08.2018, 11:46
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Re: Salt Fiber Box

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So to summarize, you ordered Salt fibre, and want it activated by the 7th September (i.e. in a week). In the last two months, you repeatedly badgered customer support with useless calls, despite not actually having an issue/problem.

It's not the 7th of September yet, (you usually get the gear 2-3 days before), and you are already moaning on forums...

What did I miss?

Your summarization is plain wrong : I did order Salt Fiber for the first of September. You have to understand that when you cancel those kind of contracts, the last day is most of the time for the end of the given month (here 31st of August).


I'm not moaning, just trying to warn people about their poor service and management for Salt Fiber.



Many people had issues as well, but it was reported more often in the german part of Switzerland.



For instance

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  #342  
Old 30.08.2018, 22:23
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Re: Salt Fiber Box

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I did order Salt Fiber for the first of September. You have to understand that when you cancel those kind of contracts, the last day is most of the time for the end of the given month (here 31st of August).


I'm not moaning, just trying to warn people about their poor service and management for Salt Fiber.

Well, me too thinks your complaints are (today) a bit premature, but indeed you can read a lot of stories, where it went not so well with the salt subscription. I also subscribed, but "ASAP", at end July, I have already a working fiber subscription, it's just a matter of switching the accounts, and yet as of today nothing happend. But I received the salt box. So at week 5 nothing happened yet, the ticket (per email) I opened to inquire was answered 2 weeks later, still not able to give a date, just reassuring "they're trying to activate". I also have my doubts meanwhile, but Salt is still within the promise of 1-7 weeks until activation.

If it is a consolation, Salt offered to some people whose experience I read, and who did not get the activation within terms, a MiFi-Router and a prepaid SIM Card ("worth" 10 days surfing). With that gear you will be able to have "unlimited" (up to the speed) wireless internet. You may ask for that, you (hopefully?) will get an email with a voucher code, enabling you to collect the gear in the next physical Salt shop. If needed, they will prolong the SIM card, some user reported.
Myself I've been offered it today, while i really don't need it at the moment, but sounds much like a preventive softener and a bad conscience to me. But it is still a valid try of Salt for remedy, IMO.

regards

Last edited by CHnuschti; 30.08.2018 at 22:43.
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  #343  
Old 03.09.2018, 15:23
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Re: Salt Fiber Box

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This is a copy of the complaint I made to Salt Fiber on August 30, 2018. I want people to know what's going on and to make a better choice than I do.

------------------------------------------------------------------

Good morning,

On this August 30, 2018, I have a serious complaint to address to you.

I have been a customer with you for my mobile phone since the Orange era, and I am really satisfied with my current mobile plan.

When I saw that Salt was offering Internet access I thought it was a very good idea to conclude the offer, both in terms of the services advertised and their price.

I therefore took the necessary steps more than two months ago to ensure that everything was in order when I terminated my service at the end of August 2018.

Concerned that the passage to Salt in September 2018 would be as smooth as possible, I asked many questions and everything seemed in order. I was assured that the passage would be simple, fluid, that I would receive the material on time etc..

About a month ago, I called the hotline to make sure that everything was in order and that I was going to receive the material: confirmation, we reassure the customer, we even make him kindly understand that he may have too many questions.

Two weeks ago, I got another call to the hotline to make sure that everything was in order and that I was going to receive the equipment: customer service confirmation, I was reassured, I was told that there would be no worries.

At the beginning of this week, I call the hotline to make sure that everything was in order and that I was going to receive the material before the end of the month: confirmation, everything is automatic, no problem but if I don't have a parcel or an email telling me that the parcel has been sent, I will have to call on Wednesday to get information.

Yesterday, Wednesday, August 29, 2018. I call the hotline to ask to receive my package and explanations. They tell me that they don't know, but that they open a ticket (which takes about 24 hours to be processed). I ask for someone in charge, they tell me there's no one there.

I'm hanging up. I'm trying to log into my online account to check something. Surprise: the account is closed and the user is "disabled". I'm reminded of the hotline: I'm told that access will be opened again and, by the way, I'm told that my internet will only "probably" be activated on 7 September (although I've been sworn in by every previous call that activation would take place the day after or two days after Swisscom was terminated). Still no word from the equipment.

Yesterday Wednesday I'm trying to reach a person at Salt's headquarters in Renens. The receptionist confirms that she will pass on the message and that the person will call me back. No news since.

Today August 30, 2018 I am convinced that I made a mistake and signed a contract with a department / division of Salt that manages its business in order to make a maximum of customers without making the least effort to keep its promises. The worst thing is that the contract does not protect us in any way against this type of default, worse: if we want to get away from this debacle, we have to pay expensive termination fees.

The quality of the hotline that Salt sells on his posters is frankly soiled to my eyes since this experience, because his collaborators clearly lied to me, and if they had no idea what they were saying it is even more serious.

Seeing the comments on Salt's Facebook page, their Fibre solution seems to have a plethora of problems, at all levels of the process.

The worst part is I haven't even received the equipment yet. I sincerely fear that the rest will be even more tedious.

Given Salt's inability to keep his promises, I will try to get the message out on all social networks and sites so that people are kept informed of these failures. In addition, I will certainly suggest to consumer service opinion papers that these shortcomings be brought to a wider audience.

Too many compalints for nothing, just wait. I have asked for an activation on Sept 1st, I received everything 2 or 3 days or so before, and the line has been activated on Sept 1st, not before.


This is my experience, everything went PERFECTLY with Salt so far, they even sent me a 15m optical cable for free. I am very satisfied so far.
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  #344  
Old 03.09.2018, 15:42
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Re: Salt Fiber Box

Hi everyone

I wanted to ask if anyone is experiencing the same problems with the fiber box:
About every second or third time when trying to access the wifi via an iphone or ipad the connection is just not working despite having "full bars" on the wifi signal. Router IP is shown correctly on the settings page of the iphone aswell. Also LAN is working perfectly all the time and it's usually just one device at a time that is not working... and it doesn't matter if it's connected on the 2.4ghz or 5ghz band, it happens on both of them.

Interested to hear your experience...

Chris
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  #345  
Old 03.09.2018, 17:39
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Re: Salt Fiber Box




here is my first test, running on an Asus 10Gb/s Ethernet card and my usual SATA SSD. Think the SSD is the bottleneck here, as the download speed is roughly 500 MB/s which is max bandwidth of the SSD. Would fare better with a M.2 SSD for sure.


Problem is considering the upload speed, which is kind of meh. Who got better and how?


As for the procedure:
- July 30th: order passed on Salt web site, with a delayed activation (I asked for Sept 1st, coming from Swisscom which ended on Aug. 31st)
- July 30th: logins received by email
- Aug 24th: order confirmed by email. Just a useless email.
- Aug 27th: hardware shipped
- Aug 31st: line activated


It went very smooth and exactly as expected.
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  #346  
Old 03.09.2018, 19:59
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Re: Salt Fiber Box

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here is my first test, running on an Asus 10Gb/s Ethernet card and my usual SATA SSD. Think the SSD is the bottleneck here, as the download speed is roughly 500 MB/s which is max bandwidth of the SSD. Would fare better with a M.2 SSD for sure.
500MB/s is 4Gb/s so it's not the SSD write speeds holding back your download speeds, unless you've quoted the burst write speed instead of the sustained write speed.

I've just had the fibre line installed and the chap did an excellent job, using the old phone and power conduits in the house to get the access point exactly where we want it. Just awaiting activation now.
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  #347  
Old 03.09.2018, 21:15
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Re: Salt Fiber Box

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Who got better and how?


In this post, a guy in Geneva or Lausanne reached down/up 8200/7400 Mbit with the salt account. http://www.allo.ch/phpbb2/viewtopic.php?p=198475#198475

This seems to be near the best performance possible. SFR France made tests in the laboratory, but under real world conditions with the 10Gbit XGS-PON network, the technique Salt is using, and got up to 8.2Gbit.
https://www.generation-nt.com/sfr-fi...e-1956064.html

In any case, to seriously test this, the whole chain down to you must meet the prerequisites for 10Gbit, LAN cable (cat6), LAN-Plug (that cheap ASUS 10Gbit card often used seems not to have the best reviews), harddisc (which should be at least a NVme SSD on a M.2 slot). Firewalls and software also may affect the speed of the transfer process, maybe even the mainboard used. Also the salt fiber box itself might be questioned.

This site for testing purposes claims to offer full 10Gbit, with real files to down-/upload up to 1000GB: http://speedtest.tele2.net/
I guess tests with sustained transfers there will deliver more realistic figures than those "instant" quickies, erm speedtests such as at ookla.

regards

Last edited by CHnuschti; 03.09.2018 at 22:06.
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  #348  
Old 03.09.2018, 21:29
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Re: Salt Fiber Box

Yeah I know it still a work in progress, and I'm very happy with those speeds for the price!


Note: have you managed to link the universal remote Logitech Harmony Companion to the Apple TV provided by Salt?
I can browse the menus etc, but the only missing commands is for changing channels (!) which makes the whole thing utterly useless. AFAIK, the touch commands of the Apple Remote are sent via Bluetooth (including the single tap for CH+, and the swipe to see the left column with the channels) and this link is supported by the Companion? Any workaround? The ATV remote is garbage I really don't want to use it. This is so disappointing (on a personal note I never watch TV but my family does!)

Last edited by sandwich; 03.09.2018 at 22:57.
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  #349  
Old 05.09.2018, 21:39
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Re: Salt Fiber Box

Sorry cannot edit anymore, I can't enable the subtitles on the Apple TV. I see the option within the overlay, but to no avail.
Any suggestion on the possible source of this problem?
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  #350  
Old 07.09.2018, 20:27
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Re: Salt Fiber Box

I was activated for Salt Fiber finally. In the city of Zürich (Nord). Had already fiber at iway (30/30) before, this was cancelled on 30.09.18
Subscription 27.07.18 , without giving an activation date, so as far as I understand, this meant "as soon as possible".
Salt Box received 14.08.18
Activated 06.09.18
So 6 weeks.

Everything works. I have the usual 1Gbit LAN gear. My tests with real files (10GB down, 5GB up) showed, that the firewall settings in the salt box itself do affect the throughput, with highest firewall settings "high", all filters for java activeX etc. + SPI firewall I get 350-600 Mbit. I would say with these settings, the box is not nearly capable to handle the promised 10GBit. But with the settings OFF or LOW, I got the full 1Gbit.

What was really annoying that none of both iway or salt took any actions to coordinate the transfer. The footnote here is, that if you have already a fiber subscription at EWZ (electric company Zürich, its them who manange the fiber of the providers. With exception of Swisscom I guess), you MUST be transferred on the very same fiber, it cannot be activated parallel on another fiber. Here there are 2 fibers in the "OTO Dose" (fiber plug), in other EW (electric companies, mostly managing the fibers) there may be up to 4. The point is, nothing moved for 5 weeks, then I contacted the EWZ (https://zuerinet.ch/contact) for an inqury what ever could be the problem. The EWZ was able to coordinate and manage the transfer within a half day, and set the activation 6 dayd later.
My advice for everybody who gets doubts why this takes so long, to contact your local EW for an inquiry or to speed up things.

The salt support was quite useless, I got exactly ONE answer on a ticket, where they assured "to try to activate".

As for the Apple TV 4K box, the info is that you can set it up everywhere in the LAN, no need to be plugged directly in the salt box. You may have to adjust the IPs and use gear able to handle the IMGP prerequisites.

regards
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  #351  
Old 10.09.2018, 19:41
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Re: Salt Fiber Box

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My tests with real files (10GB down, 5GB up) showed, that the firewall settings in the salt box itself do affect the throughput, with highest firewall settings "high", all filters for java activeX etc. + SPI firewall I get 350-600 Mbit.

As for the Apple TV 4K box, the info is that you can set it up everywhere in the LAN, no need to be plugged directly in the salt box. You may have to adjust the IPs and use gear able to handle the IMGP prerequisites.
A correction of my previous statements. Using Salt TV over the Apple TV 4K does not need any gear able to handle IGMP. Here, it works behind/direct attached to a Zyxel Zywall Firewall, without need of additional settings (based on the standard configuration).

Also a second test showed that it seems that any firewall settings within the salt box, also the highest, do not affect the throughput, at least up to 1Gbit.

regards.
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  #352  
Old 10.09.2018, 20:03
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Re: Salt Fiber Box

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Too many compalints for nothing, just wait. I have asked for an activation on Sept 1st, I received everything 2 or 3 days or so before, and the line has been activated on Sept 1st, not before.
Good for you! My experience is closer to what onjourui reports.

22 June: Cancelled my Swisscom contract for the end of August.

19 July: After a call to the support line, Swisscom confirms by email the cancelation for August 31.

31 July: Subscribed new contract with Salt, for activation on August 31.

10 August: Called Salt to ask if it was normal that the hardware was not sent yet. I was told not to worry: I would get it a few days in advance and everything was ok for the end of August.

13 August: Requested the transfert of my Swisscom number using the form in the Salt site.

20 August: Got a notification from Swisscom telling me that there was a request for the number to be transferred on September 3 and my contract with Swisscom would be cancelled on September 3.

I checked with Salt, who told me that they didn't know why Swisscom had delayed the contract cancellation and that for Salt everything was ok for the activation at the end of August. And that I should not worry because in any case I would not be left without internet connection.

I contacted Swisscom to tell them that according to Salt it was ok for August 31, they may have changed something on their side because I got a new notification from them confirming that the contract would end on August 31.

24 August: Got again a notification from Swisscom telling me that there was a request for the number to be transferred on September 3 and my contract with Swisscom would be cancelled on September 3. Ok, no big deal.

29 August: Called Salt to ask if it was normal that the hardware was not sent yet, given that the last I heard from them was that activation was on August 31. I am told that the activation will be on Tuesday and I will get the package before.

31 August: I get the package. I also get a communication from Swisscom telling me that Salt has cancelled the portability request (but they send a letter that will arrive several days later and not an email, so I only find about this when I check Swisscom's site on September 4).

4 September: In the morning, Swisscom cuts the service. I notice the communication mentioned in the previous point about the portability request being cancelled. Swisscom confirms that the contract has ended with date August 31 (so we got a few days of grace period). They don't know why Salt has cancelled the number transfer.

I call Salt, who now cannot give any date for the activation. I am also told that I shouldn't have asked for the number transfer before the activation. But I should not worry, because once the activation is done everything will happen automatically, no need to do anything, no need to call. Just wait.

A few hours later, Salt activates the line.

10 September: Unsurprisingly, the number has not been transferred yet. According to Salt, the transfer is scheduled for October 31. But they refuse to give any reply in writing and each time we get a different answer, so who nows.
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  #353  
Old 10.09.2018, 21:40
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Re: Salt Fiber Box

What you have to know in this context: the transfer of fiber connections from a provider to the next has no regulation in Switzerland. The result is that the current provider holds the sovereignty over the process, he "dictates" the terms for the handover. As written in my previous posts, IMO it is also badly organized, as in most cases the fibers are managed by the EW (electrical companies), who mostly built the fiber networks. As said, it might be useful if you try to involve the EW as intermediary to manage the handover.

https://www.bernerzeitung.ch/wirtsch...story/11935517




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10 September: Unsurprisingly, the number has not been transferred yet. According to Salt, the transfer is scheduled for October 31. But they refuse to give any reply in writing and each time we get a different answer, so who nows.
Nevertheless, you should have a working number. With the Salt subscription online over their form, you are forced to choose a new landline number, in order to continue the process, also if you wish to transfer your current number. That Salt number (for me) was activated simultaneously with the fiber.
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  #354  
Old 10.09.2018, 22:23
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Re: Salt Fiber Box

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What you have to know in this context: the transfer of fiber connections from a provider to the next has no regulation in Switzerland. The result is that the current provider holds the sovereignty over the process, he "dictates" the terms for the handover. As written in my previous posts, IMO it is also badly organized, as in most cases the fibers are managed by the EW (electrical companies), who mostly built the fiber networks. As said, it might be useful if you try to involve the EW as intermediary to manage the handover.

https://www.bernerzeitung.ch/wirtsch...story/11935517

Nevertheless, you should have a working number. With the Salt subscription online over their form, you are forced to choose a new landline number, in order to continue the process, also if you wish to transfer your current number. That Salt number (for me) was activated simultaneously with the fiber.
In my case the handover was indeed scheduled to happen on September 3/4, something I knew because I got notifications from Swisscom. Salt never sent me any update, despite having told me multiple times that it would happen by the end of August.

But for unknow reasons Salt cancelled the handover (their only explanation is that I shouldn't pay attention to what Swisscom says). The result was that I was without connection for a few hours and the old number is in limbo. They quickly activated the new line, but they told me they couldn't give me date so I guess it could have been longer...

You are right that I do have a working number, but anyone calling to "my" number won't find me for a few weeks. I'll try to check with Swisscom if they are the ones holding the number now and preventing a faster transfer, I don't understand why they would do that if they were ready to transfer it last week.

The delay is a minor annoyance, but a) I'm not yet sure the number is going to be actually transferred and losing it will be substantially more annoying, and b) dealing with Salt's support line and their inconsistent information is very frustrating. I guess you get what you pay for but had I anticipated so many issues I wouldn't have switched (at least not yet).

By the way, you say elsewhere that "Well, just to remind you. The contract is between you and Swisscom, so only you can cancel it. Salt cannot do this on your behalf! You should act accordingly so not to have some surprises later."

When you request the number transfer you fill in (and sign) a procuration that says exactly that: that Salt will contact your operator on your behalf, asking to end the contract at the earliest possible date without incurring penalities and to transfer the number.

In my case I had already requested the cancellation, which is the reason why my service was cut despite Salt withdrawing the request (the Swisscom contract would have been extended otherwise). But I can imagine that for other people the exisiting contract is actually ended because of this action taken from Salt on behalf of its new happy customer.

I don't understand how they can tell me now that I shouldn't have used this procuration for fixed number transfer, which is clearly addressed to the current operator, until after the Salt line has been activated. But I have the impression that many people there don't understand what they are doing either.
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  #355  
Old 10.09.2018, 22:38
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Re: Salt Fiber Box

Well, to clarify. What I wrote above concerns the handover of the fiber connection, that is what is "not regulated". The transfer of a landline tel. number in opposite IS regulated. The regulated process is that you send the request to your new provider (that is, the permission) to overtake the number. It's then the new provider who must start the process to retrieve it from your old provider.

As for the salt support, IMO it's quite useless, specially the telefonic one, you can't do much else than waiting them to deliver. Some told you might try your luck over facebook, in most cases there you get an answer. But I wouldn't be too optimistic it really leads somewhere.


EDIT: You have to distinguish clearly. The subscription at Swisscom with internet/TV/telephone etc. is one thing. Which only you personally can cancel, AFAIK the new provider cannot do this on your behalf.
The other different thing is the transfer of the landline tel. nr., this is another separate process/matter. Which is regulated to be organized by the new provider. Anyway, according to my previous provider, if a landline tel. subscription is cancelled, its call number is freezed for 2 months, there is no danger that the number is "immediately" lost after the subscription ends.



regards

Last edited by CHnuschti; 10.09.2018 at 22:54.
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  #356  
Old 11.09.2018, 00:00
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Re: Salt Fiber Box

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EDIT: You have to distinguish clearly. The subscription at Swisscom with internet/TV/telephone etc. is one thing. Which only you personally can cancel, AFAIK the new provider cannot do this on your behalf.
Maybe you have to update your knowledge... This is the document micdab was talking about earlier in this thread: https://fiber.salt.ch/wp-content/upl...ransfer_en.pdf

Thanks for the info about the two months freeze period, it gives some time to sort things out.
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  #357  
Old 11.09.2018, 00:12
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Re: Salt Fiber Box

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Maybe you have to update your knowledge... This is the document micdab was talking about earlier in this thread: https://fiber.salt.ch/wp-content/upl...ransfer_en.pdf

Thanks for the info about the two months freeze period, it gives some time to sort things out.

I don't see the point in your linked "document", IMO it confirms what I've written.


Anyway, maybe Swisscom is able to offer a kind of (temporary) forwarding service, forwarding calls to your previous number to your new Salt number. As long the said number is still in the hands of Swisscom. Might be worth an inquiry, from the technical point view it does not look complicate.
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  #358  
Old 11.09.2018, 00:28
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Re: Salt Fiber Box

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I don't see the point in you linked "document", IMO it confirms what I've written.
In this document (why the scare quotes?) it says:

"I authorise Salt to: (...) cancel the corresponding contract(s)"

and

"Original for Salt. We’ll inform your current operator."

It is a power of attorney for them (Salt) to cancel your existing contract (with Swisscom, in this case) on your behalf.

This seems to be in contradiction with your claims that "only you personally can cancel, the new provider cannot do this on your behalf" and your previous replies to micdab. But I might have misunderstood what you meant.
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  #359  
Old 11.09.2018, 00:56
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Re: Salt Fiber Box

You did read that paper throughout? It says:
"I authorise Salt to: cancel the corresponding contract(s). If the contract includes other services, the cancellation will only apply to the part of the contract that deals with the number I’ve indicated. My current operator has to accept the cancellation. Salt can’t be held responsible if the operator refuses the cancellation and transfer of the specified number"

Thats exact the point, not difficult to understand IMO. The cancellation you delegate to salt concerns only the telephone service, in theory, the other parts i.e. internet/TV are supposed to continue to run at your old provider. This way of cancellation might work if you have a contract for telephone only at your old provider. If not, such as with all-in-one packages like here, there is a good possibility that you end up continuing paying for both providers.
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Old 11.09.2018, 01:29
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Re: Salt Fiber Box

It also says that "I understand that requesting the transfer of my fix number might automatically cancel other services (Internet access, digital TV, voice) with my current operator."

Given that Swisscom told micdab "NOT to send them any cancellation letters but simply to ask Salt Fiber to do that on my behalf (by applying to Swisscom to transfer my landline number)" to cancel the existing all-in-one package and the result was the cancellation of the all-in-one package and not just the telephone it seems that it's indeed possible for Salt to cancel the contract including internet/TV on your behalf at least regarding Swisscom.

Maybe there are some other operators running the telephone service separately from the other services resulting in the cancellation of some contracts and not others? I don't know, really.
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