2 degrees migration to new network - ex snap.net ppoe customer

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2 degrees migration to new network - ex snap.net ppoe customer

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#3110945 2-Aug-2023 10:11

45mins and their fix was to remove my static IP and put me on CGNAT.

UH NO.

Told them to leave as is and I'll try to track down someone who actually knows whats going on........ ARRRGGHH

The CSR said they've not been told anything about this issue.....

2D will be losing me as a customer I think.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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mentalinc

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#3110958 2-Aug-2023 10:55

They need to remove static IP and reassign a new one and tear down your connection so it reconnects

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mentalinc

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#3110959 2-Aug-2023 10:57

They need to look in the benefits or deals tab on your account to see if you have "Static IP on us" if you don't get chanrged $10 per month (assuming you don;t alreayd pay that fee).

But yes I'm looking forward to November when my contract is up and i'll be Quic out of there!

There appears to have been zero training of the new system for the CSR who are from snap.

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xpd

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#3110961 2-Aug-2023 11:11

Giving me a new one didn't seem to be an option. He had me on hold for a while after I said I already had one.... so I assume he was talking to someone about it.

Have posted on their FB page as well...... if nothing happens this week, I'll be cancelling my contract as they are unable to provide me with the service I'm paying for. I've had no real issues with them until this....

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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mentalinc

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#3110964 2-Aug-2023 11:20

100% an option as I personally been through the process after 4 weeks of issues.

It's just the staff have NO idea what is happening!

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Quic: https://account.quic.nz/refer/473833 R473833EQKIBX

xpd

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#3110979 2-Aug-2023 11:58

Yeah, I did say to the CSR that I was understanding of his position and anything negative I said wasn't directed at him. Just frustrating. The network team NEED to keep CSR's in loop of any issues no matter how small they think it is....

Its been the same across every ISP I've been with (and worked at) and never changed..... CSRs always left in the dark :)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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CokemonZ

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#3110982 2-Aug-2023 12:05

xpd:

45mins and their fix was to remove my static IP and put me on CGNAT.

UH NO.

Told them to leave as is and I'll try to track down someone who actually knows whats going on........ ARRRGGHH

The CSR said they've not been told anything about this issue.....

2D will be losing me as a customer I think.

So I realise today this is what's happened to me as well.

Incredibly frustrating.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

xpd

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#3110998 2-Aug-2023 13:09

So far I've found while on 2D network (if I use my mobile data, I have no issues) :

Google notifications to mobile not working

LG TV Neon app not working

Zoom on mobile not working

Plex appears to be hit and miss (more hit than miss)

IPv6 readiness fails

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#3111061 2-Aug-2023 13:53

@xpd - looks like you have exactly same issues as I had.

My post on pg 5 now i think has the steps to tell the CSR.

My bet is you still have old static IP assigned (i.e. not changed since the change in network).

The old system provided a single static IPv4. the new system provides both a static ipv4 and ipv6.

They have to remove the old IPv4 (no option here you'll need to update your dns), and provide a new Static Ipv4 &Ipv6 through the new network.

They then need to kick you off the network, and you should then reconnect and it will all work again.

Sure maybe they need to go Old Static CG-NAT new Static but should be a 5 minute process.

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#3111062 2-Aug-2023 13:55

xpd:

So far I've found while on 2D network (if I use my mobile data, I have no issues) :

Google notifications to mobile not working

LG TV Neon app not working

Zoom on mobile not working

Plex appears to be hit and miss (more hit than miss)

IPv6 readiness fails

Call them.

They reset your static ip, and sort it out. Just make sure it's fully working before you get off the phone. had to call back today and it took 2 hours and 20 minutes.

xpd

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#3111070 2-Aug-2023 14:26

Have called and told them that, but they didn't want to do it. Hence my post a few hours ago.

Think it depends on who you get on the phone..... and with me, it was prob a new CSR :(

Have msged 2D via Twitter pointing to this think and they've replied, so hopefully something will happen soon to fix everyone up. :)

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Delorean

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#3111080 2-Aug-2023 14:40

xpd:
Have called and told them that, but they didn't want to do it. Hence my post a few hours ago.

Think it depends on who you get on the phone..... and with me, it was prob a new CSR :(

Have msged 2D via Twitter pointing to this think and they've replied, so hopefully something will happen soon to fix everyone up. :)

You have been extremely patient with 2D. I would have personally moved by now.

I think the core issue here is the lack of training from the team migrating the network and the CSR having very little knowledge of how to troubleshoot it.

It seems the new network has been dumbed down with CG-NAT whereas the original Vocus network was very good (IPoE, dynamic IPv4, IPv6) - you do wonder if these changes might be contributing to the numerous issues here?

Edit Typo

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