TXT messages taking forever to/from 2degrees

Forums › Spark New Zealand (including Skinny and BigPipe) › TXT messages taking forever to/from 2degrees

PaulBags

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#142631 19-Mar-2014 08:15

Howdy, I'm getting sick of txt messages taking 12+ hours to travel between networks. It doesn't happen all the time, but more than enough. I don't know if it's telecoms or 2degrees fault, and I don't care; I'm with telecom and the service I'm getting isn't good enough. An explanation would be nice, but not good enough, and I'm not complaining through the front door because it never gets anywhere.

SteveON

1916 posts

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#1008674 19-Mar-2014 08:24

Glad to see they are still having these issues ... How many of these messages are not being delivered at all?

sbiddle

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#1008675 19-Mar-2014 08:26

What did Telecom say when you contacted them and gave them examples (assuming you have already done this which would be the first step)? It's very easy for them to identify where the problem is.

At the end of the day however SMS is a best effort service.

freitasm

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Geekzone

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#1008726 19-Mar-2014 09:07

Also you have to ask the A Party (the origin network) for support. If the SMS are originating at 2degrees, they have to provide support to the person sending the SMS (if not you sending then someone else has to contact them).

plambrechtsen

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#1008873 19-Mar-2014 11:43

If you want to email me "pl at telecom.co.nz" the case number you logged with the Mobile Support team on 0800 800 163 and their response that would be great. As they should be able to track any delays and which end it's happening on (or tell you if it's a known problem).

bazzer

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#1009003 19-Mar-2014 14:23

SteveON: Glad to see they are still having these issues ... How many of these messages are not being delivered at all?

You're "glad" to see that? That seems pretty selfish.

2degreesCare

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#1009056 19-Mar-2014 15:37

To the OP, please can you get the originator, if they're on 2degrees to contact us.

We need details like -
* A party number
* B party number
* Times/dates of SMS sent by A and arrived at B
* Where A party was at time and B was.
* Phone make/model of both parties
* Was the 2degrees customer on our network or roaming?

Cheers
^POB

PaulBags

809 posts

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#1009211 19-Mar-2014 18:17

plambrechtsen: If you want to email me "pl at telecom.co.nz" the case number you logged with the Mobile Support team on 0800 800 163 and their response that would be great. As they should be able to track any delays and which end it's happening on (or tell you if it's a known problem).

Is there any other way I can contact them? I really don't communicate well by phone, especially with this kind of thing. I'd also rather make complaints/queries in 'writing' so that I can reference what I've said later, my memory is terrible.

Also to clarify, the incidents that I can remember (of which I have dates and times for only one) are from my telecom to a family members 2degrees. There may have been times it's been the other way, but I can't recall.

I've used the online form to message faults before about this, they never replied, which is why I came here this time.

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Sideface

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#1009222 19-Mar-2014 18:35

You won't want to hear this: If you want Telecom to take you seriously, you really do need to provide the information requested.
Without this they will be looking (or not) for a very small needle in a very large haystack

Sideface

quickymart

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#1009444 19-Mar-2014 23:03

SteveON: Glad to see they are still having these issues ... How many of these messages are not being delivered at all?

Sigh. When you get a chip on your shoulder, you really get a big chip on your shoulder, don't you?

plambrechtsen

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#1009491 20-Mar-2014 00:15

PaulBags:
plambrechtsen: If you want to email me "pl at telecom.co.nz" the case number you logged with the Mobile Support team on 0800 800 163 and their response that would be great. As they should be able to track any delays and which end it's happening on (or tell you if it's a known problem).

Is there any other way I can contact them? I really don't communicate well by phone, especially with this kind of thing. I'd also rather make complaints/queries in 'writing' so that I can reference what I've said later, my memory is terrible.

Also to clarify, the incidents that I can remember (of which I have dates and times for only one) are from my telecom to a family members 2degrees. There may have been times it's been the other way, but I can't recall.

I've used the online form to message faults before about this, they never replied, which is why I came here this time.

You can use the Online Chat on Facebook: https://www.facebook.com/telecomnz/app_212097992149339

And someone on there may / should be able to help.

Otherwise flick me an email and I can bounce it via the right team.