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3g



280 posts

Ultimate Geek
+1 received by user: 15


Topic # 110144 3-Oct-2012 23:41 Send private message

I reckon 2Degrees owe me some:
(1) Time
(2) Money
(3) All of the above

Why? Because I have wasted so much time with their stupid SIM cards in the last couple of months.

Issue#1:
Purchased a new "on account" SIM card.
Problem was that the card that was in the packet didn't match the SIM card number on the sticker on the packet. Thus they activated the wrong card.

Annoying thing was that when I had problems, they insisted that I go and purchase a new card (and they would then credit me the cost of the new card). A completely unnecessary step when they could have simply checked the SIM card number and activated it correctly!

Issue#2:
Purchased another card, this time prepaid.
Basically same problem yet again (wrong card in packet).
This meant that:
- The $20 credit I purchased at the same time was credited to another account
- I couldn't get setup with their online system.
- At one point they even reset the password on the wrong account and gave me access to somebody elses account! 

2Degrees - I like your pricing and product mix - but your tech support isn't too hot.


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879 posts

Ultimate Geek
+1 received by user: 26

Trusted
2degrees

  Reply # 695911 4-Oct-2012 07:43 Send private message

Hi 3g

Sorry to hear of this, to have one SIM in the wrong packaging is unheard of in my experience, to find 2 with 2 different product types is mystifying!

Please can you PM me the details so I can look into this (and put things right) -

SIM numbers (printed on the SIM itself and if the number printed on the packet)
The 022 numbers on these SIMs.
The store you bought these from.

Cheers
^POB


BTR

402 posts

Ultimate Geek
+1 received by user: 78


  Reply # 695918 4-Oct-2012 08:16 Send private message

Were you activating these in store or over the phone?. Prepaid sims are usually activated by putting them in the handset and calling 200.


879 posts

Ultimate Geek
+1 received by user: 26

Trusted
2degrees

  Reply # 695958 4-Oct-2012 10:16 Send private message

3g, can you also let me know on the PM if the packaging had been tampered with to your knowledge?

BTR is right, your 1st call will activate the account and take you through to set up a 4 digit security PIN and your Voicemail (optional). If you didn't get this then the SIM must have been activated already.

If you can give us the PUK code that's printed on the packaging that would also help.

Many thanks
^POB

BTW yes we do owe you one for this! Frown

3g



280 posts

Ultimate Geek
+1 received by user: 15


  Reply # 696479 4-Oct-2012 22:19 Send private message

BTR: Were you activating these in store or over the phone?. Prepaid sims are usually activated by putting them in the handset and calling 200.



The prepaid card (2nd problem I had and described above) was activated using a phone, but it was when I went to try and signup online (so I could access balance information online) that the problems occurred.

I tried signing up, but of course the phone number that I believed I had (based on the number on the packet) wasn't actually the correct number. Thus I never got the initial password sent through.
So when I phoned customer support, they reset the password - but of course, not for the right account.
In between times the 2Degrees servers kept giving me HTML 500 errors, which didn't help things.
And of course I couldn't phone my other mobile phone to check the phone number (using callerid), because I didn't have any credit (because of course, they had credited some other account!).

Funny thing is that at one stage they said "This has never happened before".
But I of course, corrected them on this 8-).

Nigel H.

3g



280 posts

Ultimate Geek
+1 received by user: 15


  Reply # 696523 4-Oct-2012 23:28 Send private message

2DegreesCare: 3g, can you also let me know on the PM if the packaging had been tampered with to your knowledge?

BTR is right, your 1st call will activate the account and take you through to set up a 4 digit security PIN and your Voicemail (optional). If you didn't get this then the SIM must have been activated already.

If you can give us the PUK code that's printed on the packaging that would also help.

Many thanks
^POB

BTW yes we do owe you one for this! Frown


Hi there,

Thanks for your reply.
Packaging definitely wasn't tampered with (both in this incident with the prepaid card plus also with the on-account incident a month or so back).

When you think about it, the problem could easily happen.
Let's say that they manufacture 5 SIM cards, numbered 1 through 5.
At the same time, they print 5 stickers with the SIM card number (1 through 5) plus the 5 phone numbers associated with those SIMs.

Seems completely feasible to me that somewhere in the process that something gets out of sequence (eg 2 stickers stick to each other) that then means that the stickers get married up with the wrong packets.

With regards to the activation of prepaid cards, as noted in my other reply, it activated via the phone correctly. Problem occurred when trying to signup online to get account information.

Will PM with some specifics on the issues.

Nigel H.

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