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PottsyNZ

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#306694 14-Aug-2023 12:49
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Ever since I switched to 2degrees I've had weird issues - mainly around err_address_unreachable.  I've stopped trying to get their team to sort it (they get me to try the basics then close the ticket).

 

I have a few months until contract end so I thought maybe getting a static would help things and get the wife approval factor back (who curses me for changing).

 

Call went like this:

 

1) 90 mins on hold

 

2) get someone, they start the process

 

3) 40 mins on hold

 

4) get a random person who has no idea who I am  - they then pick up the job and apparently it's done - no confirmation email or anything just "restart your router"

 

5) I then ask for help getting into my account because their password reset doesn't send me an email - the answer I got was "keep trying - we can't do anything"

 

W...the serious F?

 

With 2degrees becoming the main brand how the hell can they keep going like this? every call is this level of pain - if someone picks up.  That and somehow my fibre went from years of just working to being flakey as hell, something that shouldn't even be possible with how it's provisioned.  I have worked at 2 isps in the past so at least I know what to ask for/how to jump through the hoops.  Joe public must really get lost with them when they have an issue. Every review I see of 2degrees broadband is in the toilet - how can someone actually run a company this bad?

 

 

 

/end rant


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freitasm
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  #3115675 14-Aug-2023 13:07
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PottsyNZ:

 

5) I then ask for help getting into my account because their password reset doesn't send me an email - the answer I got was "keep trying - we can't do anything"

 

 

I feel your pain. I tried to access my mother-in-law's account to check if her connection had been migrated. It has, so I went to the new portal and tried to login. It failed with "invalid password".

 

I then tried the password reset but the email never arrived. It didn't because Office 365 sent it to quarantine - it failed the most basic IP check so Exchange Online sent it away.

 

The thing is - the form says "email or username" for login but I found out email doesn't work. I tried username only, with the old password and it worked.

 

Perhaps @SaskiaDonnell could check with the platform folks:

 

     

  1. Why reset emails are failing security checks (here is a word salad for them to check: IP reputation, SPF, DKIM, DMARC) and
  2. Why the form says "email or username" but only works with username.

 

 





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PottsyNZ

333 posts

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  #3115681 14-Aug-2023 13:15
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I'm calling again in the hope I get someone who can help.

 

Failing that I will request an account termination without a termination fee.  If they can't provide me with the basic tools to admin my account and check my billing then they are in breach of any basic service agreement and can just go away.


freitasm
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  #3115685 14-Aug-2023 13:20
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Have you tried login to the new dashboard using username only?





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PottsyNZ

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  #3115693 14-Aug-2023 13:31
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freitasm:

 

Have you tried login to the new dashboard using username only?

 

 

 

 

Yeah no luck, now I'm stuck in hold hell with that 1 min guitar loop they play.


xpd

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  #3115697 14-Aug-2023 13:42
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I'm on my way out unfortunately - just too many things changed/going wrong at once. Think they've over loaded themselves with all the mergers/acquisitions etc theyve been doing lately.

 

 





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evilonenz
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  #3115705 14-Aug-2023 14:05
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Unfortunately this seems like the new normal for what was once a really damn good ISP. I made the decision a month or so ago to churn away from them prior to any network migration on my connection, and after all of these threads, I'm damn happy I did.





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msukiwi
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#3115709 14-Aug-2023 14:10
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I'm not migrated to the new platform yet, apparently as we have a "landline".

 

Now waiting for it to fail, my confidence is so high!

 

Apparently the reason I can't see Prime Video details in my dashboard is that we don't have it! (We do, still on the 6 months free!)

 

Sheesh! At least I know the pain is universal!!!!!!!!!!!!!!!




SaskiaDonnell
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  #3115713 14-Aug-2023 14:15
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Hey!

Would you mind PMing me your account details? I can then get your information in front of the appropriate team to investigate asap!


PottsyNZ

333 posts

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  #3115715 14-Aug-2023 14:22
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SaskiaDonnell:

 

Hey!

Would you mind PMing me your account details? I can then get your information in front of the appropriate team to investigate asap!

 

 

 

 

hey thanks! have done so :D


PottsyNZ

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  #3115722 14-Aug-2023 14:28
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I will also comment on here if the static ip ends up fixing my issues, there's another thread on here in regards err_address_unreachable on 2degrees that never really got much in the way of resolution.


Sounddude
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  #3115745 14-Aug-2023 15:42
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@PottsyNZ

 

 

 

Can you PM me some details about your "err_address_unreachable" issues. Who you are trying to reach etc? If you know how to wireshark, I would love a Wireshark capture.

 

 

 

Also can you confirm what DNS you are using.

 

 

 

Thanks!


PottsyNZ

333 posts

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  #3115771 14-Aug-2023 16:50
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Sounddude:

 

@PottsyNZ

 

 

 

Can you PM me some details about your "err_address_unreachable" issues. Who you are trying to reach etc? If you know how to wireshark, I would love a Wireshark capture.

 

 

 

Also can you confirm what DNS you are using.

 

 

 

Thanks!

 

 

 

 

yeah I know how to wireshark but it mostly happens on phones rather than the laptop, but will see what I can work out. Have tried 2degree's DNS and google's.

 

If it re-appears on static I'll let you know.

 

Weirdly enough it happens the most reliably on Google Discover - if it's decided it's going to go through a period of happening (usually at peak times at night) it'll happen when I try to click on articles on Google Discover


Handle9
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  #3115776 14-Aug-2023 16:56
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xpd:

I'm on my way out unfortunately - just too many things changed/going wrong at once. Think they've over loaded themselves with all the mergers/acquisitions etc theyve been doing lately.


 



This is the best thing you can do to get 2degrees, or any corporate, to fix their problems.

If you grin and bear it because of “loyalty” you just encourage the behaviour.

quickymart
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  #3115787 14-Aug-2023 17:09
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Sounds like they've taken a page out of Vodafone's book on "how to run a call centre" 😄


PottsyNZ

333 posts

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  #3115799 14-Aug-2023 17:42
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Handle9:
xpd:

 

I'm on my way out unfortunately - just too many things changed/going wrong at once. Think they've over loaded themselves with all the mergers/acquisitions etc theyve been doing lately.

 

 

 

 

 



This is the best thing you can do to get 2degrees, or any corporate, to fix their problems.

If you grin and bear it because of “loyalty” you just encourage the behaviour.

 

 

 

Exactly.  They're working out where the floor is with how cheap they can run the ship.

 

Come December I'm off to BigPipe or Inspire, unless someone has decent recommendations.


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