2Degrees Free weekend 1GB Data and their customer service

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Kyanar

1935 posts

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Reply # 656646 16-Jul-2012 20:22
DoggNZ: menabassily: Don't you agree?? Couldn't agree more. I tell everyone I know "Go 2 Degrees, they're Kiwi owned\cheap\awesome etc" and alot of them have so it's annoying when these little things happen. Kiwi owned? Trilogy International are not a kiwi company. 2degrees is not kiwi owned. In fact there are no kiwi owned mobile networks in New Zealand.

avecha

192 posts

Master Geek

Reply # 656670 16-Jul-2012 21:01
SaltyNZ: avecha: See, this is what irks me about this network, there is so much damn confusion. I don't know why; the website is clear, customer services understand the way data works, and I explained it to you as well. The free weekend data is broadband data; if you're in a broadband zone, it gets used before your plan data. Simple. :-) Then why in the past has the weekend allowance been used before my monthly allowance. And this past weekend i used 30mb on Youtube and it used my monthly allowance and not my weekend allowance?

SaltyNZ

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Reply # 656738 16-Jul-2012 22:23
avecha: Then why in the past has the weekend allowance been used before my monthly allowance. ...Because the weekend allowance is broadband data, and the monthly allowance is not. And this past weekend i used 30mb on Youtube and it used my monthly allowance and not my weekend allowance? Probably because of reservations: the system works by reserving some credit (in the general sense, not necessarily cash) and then telling the packet network element (GGSN) it may use such and such an amount before asking again. If you already had an active reservation when the weekend data became available, that would continue to be deducted until it was time for the GGSN to ask for a NEW reservation, at which point it can start using BB data. iPad + iPhone 4S + 2degrees 3G data 4tw! These comments are my own and do not represent the opinions of 2degrees.

menabassily

389 posts

Ultimate Geek

Reply # 656864 17-Jul-2012 09:25
SaltyNZ: avecha: Then why in the past has the weekend allowance been used before my monthly allowance. ...Because the weekend allowance is broadband data, and the monthly allowance is not. And this past weekend i used 30mb on Youtube and it used my monthly allowance and not my weekend allowance? Probably because of reservations: the system works by reserving some credit (in the general sense, not necessarily cash) and then telling the packet network element (GGSN) it may use such and such an amount before asking again. If you already had an active reservation when the weekend data became available, that would continue to be deducted until it was time for the GGSN to ask for a NEW reservation, at which point it can start using BB data. While that makes sense, it'd be appreciated if 2degrees explains more about this on their website for average users in their FAQ. I have been contacted by 2degrees care and he/she explained that a number of users didn't get their weekly 1GB, they have corrected this issue and updated the support/care call centre team on offers and their related issue. They have credited people affected by this issue. So I am quite satisfied, and kinda feel proud to be helping 2degrees users by pointing out the problem. Kiwinized geek

DoggNZ

410 posts

Ultimate Geek

Reply # 656904 17-Jul-2012 10:12
Kyanar: DoggNZ: menabassily: Don't you agree?? Couldn't agree more. I tell everyone I know "Go 2 Degrees, they're 20% Kiwi owned\cheap\awesome etc" and alot of them have so it's annoying when these little things happen. Kiwi owned? Trilogy International are not a kiwi company. 2degrees is not kiwi owned. In fact there are no kiwi owned mobile networks in New Zealand. Edited Samsung Galaxy S III GT-i9300 - Running SuperNexus 2.0 Build 4 Samsung Galaxy S II GT-i9100 - Running SuperNexus 2.0 Build 3 - Now belongs to GF http://wellymtb.blogspot.co.nz/

menabassily

389 posts

Ultimate Geek

Reply # 656905 17-Jul-2012 10:20
DoggNZ: Kyanar: DoggNZ: menabassily: Don't you agree?? Couldn't agree more. I tell everyone I know "Go 2 Degrees, they're 20% Kiwi owned\cheap\awesome etc" and alot of them have so it's annoying when these little things happen. Kiwi owned? Trilogy International are not a kiwi company. 2degrees is not kiwi owned. In fact there are no kiwi owned mobile networks in New Zealand. Edited To be honest, I don't see any use of the marketing term "locally owned", yes it's good to feel the pride of your country and all that, but please, what difference does it make??? The world is melting and I consider this some sort of unnecessary prejudice. I don't care at all if it's a locally owned/operated company or not. What I do care about is VALUE which = Quality / Price. What's the point of buying from a "Locally Owned and Operated" car dealer, when all the car they're selling are not KIWI made?? Do you drink coke?? Eat Mac? Snickers ?? Does it make any difference if you knew that the branch manager for MacDonald's is a British guy/lady? Or someone from Invercargill. Maybe I think of it this way because I'm a Kiwinized person who originally comes from overseas, but I am interested in knowing what you guys think. Kiwinized geek

SteveON

1664 posts

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Reply # 657055 17-Jul-2012 14:12
It is in the best interests of ANY business to provide quality services whether they are local or not. Poor service = no customers.

menabassily

389 posts

Ultimate Geek

Reply # 663017 27-Jul-2012 16:47
I thought everything will be smooth after that last problem I had, and while I hate to be complaining on Friday, I will have to now since it's money related. :) I have received my bill for the last month. As my payment cycle ends on the 26th. Here are the problem is simple points: 1- I was on a $39 plan cycle starts on the 26th of every month 2- I have switched to $89 and been told by the sales person in the 2degrees store that I will start paying $89 starting from the NEXT CYCLE (26th of July 2012) 3- I have not seen any change in my data or minutes until yesterday which indicates that I was still on my original plan (as the sales guy said) 3- I receive my Bill today and it had two periods: from the 26th June to the 13th July- $39 plan from the 13th July to the 26th of July - $89 Now I don't believe I am supposed to pay this for the following reasons: I have been told by the salesman that I will start paying the new plan's fees the first day of my new payment cycle. I haven't got the minutes nor data reset to reflect my new plan on the date shown on the bill. My remaining data, and minutes stayed the same ($39) till the end of my payment cycle. I have given the call centre a call, explained it all, they were very understanding and informed me that they will try and fix this. So I'm just posting this to let you guys know, maybe you find yourself in the same situation or maybe 2degrees insists on charging me for a service I didn't get. Enjoy your weekend guys. Kiwinized geek

keewee01

IT Professional
1218 posts

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Reply # 663031 27-Jul-2012 17:27
menabassily: I thought everything will be smooth after that last problem I had, and while I hate to be complaining on Friday, I will have to now since it's money related. :) I have received my bill for the last month. As my payment cycle ends on the 26th. Here are the problem is simple points: 1- I was on a $39 plan cycle starts on the 26th of every month 2- I have switched to $89 and been told by the sales person in the 2degrees store that I will start paying $89 starting from the NEXT CYCLE (26th of July 2012) 3- I have not seen any change in my data or minutes until yesterday which indicates that I was still on my original plan (as the sales guy said) 3- I receive my Bill today and it had two periods: from the 26th June to the 13th July- $39 plan from the 13th July to the 26th of July - $89 Now I don't believe I am supposed to pay this for the following reasons: I have been told by the salesman that I will start paying the new plan's fees the first day of my new payment cycle. I haven't got the minutes nor data reset to reflect my new plan on the date shown on the bill. My remaining data, and minutes stayed the same ($39) till the end of my payment cycle. I have given the call centre a call, explained it all, they were very understanding and informed me that they will try and fix this. So I'm just posting this to let you guys know, maybe you find yourself in the same situation or maybe 2degrees insists on charging me for a service I didn't get. Enjoy your weekend guys. There is some mis-information floating around out there as I too was told (by a CSR over the phone) that the change would not happen until the next billing cycle. BUT, for me the change happened within 24 hours. I was part billed for my old plan and my new plan - so no skin off my nose. But sounds like there has been a glitch with yours!

menabassily

389 posts

Ultimate Geek

Reply # 663039 27-Jul-2012 17:40
I don't mind being partially billed, but in my case my minutes and data didn't change so there's something wrong. Kiwinized geek

menabassily

389 posts

Ultimate Geek

Reply # 664421 31-Jul-2012 10:47
Update: I have called them a few days ago and I haven't heard back yet, I've called them again yesterday to see if there is any progress. I was trying to explain that I haven't got the $89 plan data or minutes loaded in my account which I am being charged for. The Customer Support rep told me that I have (which is not true), and have been using the $89 minutes and data loaded to my account, but finally when counting my remaining minutes from the previous month (66.35 mins) and the minutes I have actually used (53.65 mins) a total of 120 minutes, which is the minutes I get for the $39 plan not the $89, she is convinced that I am being wrongly charged and it's not my fault, so she has marked my case with "urgent" and said someone will contact me back in 24 hours to explain more. Kiwinized geek

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