Epic wait times for customer service ?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Epic wait times for customer service ?

Mark

1653 posts

Uber Geek

#177886 17-Aug-2015 23:57

So what is the average wait time at 2Degrees for a customer enquiry ?

I dialled in at about 10am this morning and got told by the automatic system that they'd ring me back and I'd not lose my place in the queue ... so since it's been almost 14hours and no call back I can only assume the call centre is swamped!!!

All I want to do is give 2Degrees more of my money!

Also quite funny that I could't upgrade my broadband plan online (there is an option to change your plan when you log into your account) because they couldn't determine if my address can have broadband services ... awesome since I have VDSL + VOIP provided by Snap/2Degrees!

Ho hum .... will try try again tomorrow!

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583 posts

Ultimate Geek

ID Verified

#1368315 18-Aug-2015 05:40

Yes.. maybe there is a fault?

I called last night as well.. and was disconnected 3 times? after a long wait.

This morning.. at 5am I thought I would try again (normally worked with Snap).. got message We are experiencing unusually high volume of calls, your position in queue is 1

E3xtc

773 posts

Ultimate Geek

#1368350 18-Aug-2015 08:58

Hmm I had a weird message on their web site yesterday (when signing up for phone/broadband), said opps something went wrong, try again later or call 0800 blah blah blah. So I tried later, got the same message. Then called up, got straight through, and set up over the phone...then subsequently got setup confirmation for both online and phone setups :\ now having to unravel one of them (sent details via email and waiting to hear back - all quiet though so far)...argh...haha....oh well, hope it all ends well though :)

timmmay

20589 posts

Uber Geek

Trusted

Lifetime subscriber

#1368366 18-Aug-2015 09:08

Read about four threads down in the forum, there's an explanation from Ralph. Doesn't much help but it says why.

Paul1977

5052 posts

Uber Geek

#1368394 18-Aug-2015 09:37

I'm hugely concerned that the 2Degrees/Snap takeover will end up like what happened with Vodafone/TelstraClear. From everything I'm reading it seems to be on that path already.

Home: Work:
Home Work

HawK89

75 posts

Master Geek

#1368618 18-Aug-2015 14:01

Paul1977: I'm hugely concerned that the 2Degrees/Snap takeover will end up like what happened with Vodafone/TelstraClear. From everything I'm reading it seems to be on that path already.

Vodafone and Telstra weren't very good at service or customer service before their merge. Snap has produced better internet service than anyone during their time. Hopefully that is enough to change a few things that lead to the current vodafone nz company. I don't want to be thinking about changing providers...

mattwnz

20164 posts

Uber Geek

#1368623 18-Aug-2015 14:13

Most ISPs seem to go through similar patches. It all depends on how long the bad patch lasts for. I recall they had problems a few years ago with hold times too, and they said it was due to growing to rapidly.

2degreesCare

1537 posts

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Trusted

2degrees

#1368624 18-Aug-2015 14:15

Hey Everyone,

To give some back-story - the fixed-line broadband team is the exact same staff (and systems) that Snap previously had in place pre-merger. The old 0800 BROADBAND (276 232) number is still live, and still dials direct to the broadband team, skipping the mobile options.

As I'm sure some of you can imagine, having two IVR systems (running different software, on different hardware) talk nicely to each other can be quite a challenge at the best of times.

We have identified a few different issues that seem to be occurring with our phone systems and our voice engineers (and hardware vendors) are working to find a solution for this as quickly as possible. I believe that if resolutions for these issues cannot be found immediately, certain functions (e.g. Call Back requests) are potentially going to be disabled in the interim to preserve the best possible experience for our customers.

We take your feedback seriously, and are committed to ensuring that this merger will have a positive outcome for everyone involved. We understand there are some niggles that have arisen post-merger (and many of these pertaining to the exceptional volume of interest in the new plans, thanks for that!), but rest assured the Ex-Snap team are doing their best to get on top of these.

We appreciate your patience, and if you have an urgent issue and cannot reach us via phone, please make sure you use our other channels (such as social media).

Thanks,

RalphFrom2degrees

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pauls25

12 posts

Geek

#1368735 18-Aug-2015 17:16

I'm in the same situation. I'm an existing Snap VDSL customer and have been trying to get my plan changed for the last 2 weeks. The address checker is also unable to determine if broadband is available at my address. I've rung three times to see what was happening and have been promised that someone will call back each time. They never do.

I have family members who are keen to change their ISP to 2degrees when they move in a few weeks but as their new address also doesn't work with the 2degrees address checker, I've had to tell them to stay with their current ISP or move to one other than 2degrees. They work from home so can't afford to wait weeks for someone to call them back.

mattwnz

20164 posts

Uber Geek

#1368748 18-Aug-2015 17:34

pauls25: I'm in the same situation. I'm an existing Snap VDSL customer and have been trying to get my plan changed for the last 2 weeks. The address checker is also unable to determine if broadband is available at my address. I've rung three times to see what was happening and have been promised that someone will call back each time. They never do.

I have family members who are keen to change their ISP to 2degrees when they move in a few weeks but as their new address also doesn't work with the 2degrees address checker, I've had to tell them to stay with their current ISP or move to one other than 2degrees. They work from home so can't afford to wait weeks for someone to call them back.

If I was in that situation, I would take my business elsewhere. What will you do if you then have problems with the connection setup, and can't contact anyone. Do they have live chat on their website you can use?

ajw

1932 posts

Uber Geek

#1368760 18-Aug-2015 18:06

Ditto, I'm not happy with my existing provider, once out of contract I'm heading to another provider. Why tolerate bad service.

murl

17 posts

Geek

#1368784 18-Aug-2015 19:02

ajw: Ditto, I'm not happy with my existing provider, once out of contract I'm heading to another provider. Why tolerate bad service.

I can't think of a reason.

In the first case, should they have figured out their transition in private before inflicting it on their customers?
To me, that is a reasonable expectation. Smells of cheap and nasty.

I have three different attempts at getting a response from the new deal. All are still open, the ball in in their court with each, and they simply will not communicate. WTF???

Bad service should be pointed out.
Then...what?

Walk.

There is no other path I can see.

mattwnz

20164 posts

Uber Geek

#1368789 18-Aug-2015 19:13

murl:
ajw: Ditto, I'm not happy with my existing provider, once out of contract I'm heading to another provider. Why tolerate bad service.

I can't think of a reason.

In the first case, should they have figured out their transition in private before inflicting it on their customers?
To me, that is a reasonable expectation. Smells of cheap and nasty.

I have three different attempts at getting a response from the new deal. All are still open, the ball in in their court with each, and they simply will not communicate. WTF???

Bad service should be pointed out.
Then...what?

Walk.

There is no other path I can see.

Maybe they can offer a sweetener for the poor service? But generally for companies, I don't award bad service with my business.

murl

17 posts

Geek

#1368813 18-Aug-2015 19:54

mattwnz:
murl:
ajw: Ditto, I'm not happy with my existing provider, once out of contract I'm heading to another provider. Why tolerate bad service.

I can't think of a reason.

In the first case, should they have figured out their transition in private before inflicting it on their customers?
To me, that is a reasonable expectation. Smells of cheap and nasty.

I have three different attempts at getting a response from the new deal. All are still open, the ball in in their court with each, and they simply will not communicate. WTF???

Bad service should be pointed out.
Then...what?

Walk.

There is no other path I can see.

Maybe they can offer a sweetener for the poor service? But generally for companies, I don't award bad service with my business.

The problem for me is that I'm not in it for the money.

I mean, sure, free stuff...

But no, I went with them (Snap) because a LOT of people said they had excellent customer service. And so it was.

And now...it is truly awful. So what, I get on "social media", make a fuss, so I can get service?

Why oh why should I need to tell someone (or social media) what makes me so special?

I just want to pay and get a functioning service. That is it. No fuss. No social media. Please god, no. Just answer the phone, reply to email. All that good simple stuff.

And yes...maybe just maybe I have a really really urgent need to use the internet. And that your lack of service is forcing me to do seven kinds if sh!t while you sort yours out. Or...

The point is, why should my case need to be special to be worthy of your service?

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1370231 19-Aug-2015 12:54

Hey murl,

I'm sorry your transition to the new plan didn't go as smoothly as possible. I've taken a look at the account in question and it certainly looks like we dropped the ball, I'm sorry about that.

I've messaged you privately, can you please check your inbox?

Thanks,

RalphFrom2degrees

JUPITER2K

131 posts

Master Geek

#1370333 19-Aug-2015 15:32

I have SNAP for nearly 8 years now and hope to last many years to come. please don't let it goes the other ISP way Vod..etc

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