2degrees call centre hold times to get support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees call centre hold times to get support

billgates

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#290272 31-Oct-2021 11:03

I am trying to get hold of 2degrees billing support person via their call centre number as I cannot find the information online whether a 30 days notice in advance is required or not to be given by customer if they are out of contract for their broadband connection and they want to switch to another ISP.

I have rung them 3 days in a row at 3 very different times and on hold for over 20 minutes each before hanging up. What is up with your hold times 2degrees? 3 days in a row?

Can someone confirm if a 30 days notice is required to be given to 2degrees if I am out of the 12 month contract if I am wanting to discontinue their UFB service? I will not disconnect from 2degrees of course until new ISP has connected me first.

Do whatever you want to do man.

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#2804596 31-Oct-2021 11:15

If you are out of contract there is no wait time. You can cancel asap.

Even better - just sign up with your new ISP and they will ask for you existing details (account number) etc. Things are automatically cancelled on the 2degrees end.

I recently did this and it was all automatic.

Yes their wait times are terrible. Impossible to get anyone to talk to!

-- opinions expressed by me are solely my own. ie - personal

Linux

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#2804598 31-Oct-2021 11:22

This is covered in the terms and conditions!

If you are out of contract term you can do what you like with no ETC's

You do not even need to deal with LSP (losing service provider)

billgates

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#2804607 31-Oct-2021 11:28

Awesome. Thanks fellas.

Do whatever you want to do man.

MrGadget

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#2804668 31-Oct-2021 12:07

Could I suggest it’s always a good idea to provide a link to the info provided.
The onus to adhere to the t&cs falls to the customer - the fact that someone told him the answer wouldn’t be an excuse if it was wrong (in this case correct, but you get the point).

Note you will get charged to the end of your billing period, so make the change as close to that as you can.

See section 13 of https://www.2degrees.nz/termsofuse/broadband/broadband/2degrees-broadband-terms-and-conditions/

billgates

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#2804681 31-Oct-2021 12:20

Thanks a lot @MrGadget for posting that bit of info. My billing date with 2degrees is 3rd day of every month and I do not think Skinny will be able to connect me in 2 working days from tomorrow for 2degrees to not be able to bill for 3rd Nov to 3rd December. I had requested Skinny to connect me from 16th November thinking I will get pro-rata credit back from 2degrees but as you have mentioned, that is not the case, so I have emailed Skinny to connect me on 30th November instead to make full use of my 2degrees charges.

Do whatever you want to do man.

Mahon

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#2804685 31-Oct-2021 13:06

billgates:

I am trying to get hold of 2degrees billing support person via their call centre number as I cannot find the information online whether a 30 days notice in advance is required or not to be given by customer if they are out of contract for their broadband connection and they want to switch to another ISP.

I have rung them 3 days in a row at 3 very different times and on hold for over 20 minutes each before hanging up. What is up with your hold times 2degrees? 3 days in a row?

Can someone confirm if a 30 days notice is required to be given to 2degrees if I am out of the 12 month contract if I am wanting to discontinue their UFB service? I will not disconnect from 2degrees of course until new ISP has connected me first.

I too have not being able to get hold of anyone in their call centre within a reasonable time...reminds me of Vodafone some years ago.

lxsw20

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#2804689 31-Oct-2021 13:42

They are possibly having the same problem as most other businesses at the moment, good luck finding any new staff.

Quic Broadband

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morganbrowne

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#2805070 1-Nov-2021 09:42

Kia ora

We pay for your line rental on your behalf a month in advance, so you'll want to end your contract close to your billing date as suggested earlier in the thread or pay for nearly a month in advance. We'd be sorry to see you go!

Sorry for the wait times, we know they're not good enough and are doing everything in our power to bring them down at the moment. Our team on Facebook, Twitter etc are also happy to help anytime.

Cheers,

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

timmmay

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#2805076 1-Nov-2021 09:49

2degrees support has always been great with moderate wait times, I wonder if it's like everywhere else they just can't get staff. Put on a headset and stay on hold, they'll get to you.

billgates

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#2805132 1-Nov-2021 09:57

Thank you @morganbrowne

I did tweet to 2degrees, 3 days ago and then yesterday again and I did not get a response to that either hence I just ended up asking here at geekzone. I recommend that 2degrees should look at automated call back options so customers do not have to spend their time on hold waiting to speak to someone if wait is going to be long.

Do whatever you want to do man.

wlgspotter

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#2805160 1-Nov-2021 10:38

I have a slightly different experience and request with the support desk at 2degres recently. I wanted to ask a question (about possibility of obtaining the 7590-AX modem/router and how much etc etc - I am currently using a 2degrees supplied 7490). As my question was non urgent/critical, rather than calling their support desk (I didn't even think of using Social Media actually), I opted to use the "Contact Me" option via the Web Page. Upon submitted my request I received an automated reply almost immediately - as expected.

However, I actually forgot about my query, and I did receive a call back from someone from the Support team almost 2 weeks later. I did appreciated the call back, and as indicated, my query was non urgent therefore I didn't chase up nor follow-up, knowing that they have been swamped with super long wait times. I just wondered how long would the turnaround have been under "normal" circumstances?

I do remember back in the Snap days if and when I had to call them wait times averaging no more than 15 mins - in fact my calls usually gets answered within like 5 mins. Touch wood I don't have to call them often - hopefully it stays this way!

c0ld

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#2805167 1-Nov-2021 10:44

wlgspotter:

I did receive a call back from someone from the Support team almost 2 weeks later. I did appreciated the call back, and as indicated, my query was non urgent therefore I didn't chase up nor follow-up, knowing that they have been swamped with super long wait times. I just wondered how long would the turnaround have been under "normal" circumstances?

I used the contact page recently and received a response after 4 days which was ok. Unfortunately the information they supplied me was incorrect so I had to email them back. Hopefully the response time this time round isn't any longer...

Linux

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#2805180 1-Nov-2021 10:59

@wlgspotter Zero chance of the 7590 AX at the moment

wlgspotter

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#2805191 1-Nov-2021 11:17

c0ld:

I used the contact page recently and received a response after 4 days which was ok. Unfortunately the information they supplied me was incorrect so I had to email them back. Hopefully the response time this time round isn't any longer...

Yeah hopefully you're experience in terms of response time won't be too long. Granted mine was a non-urgent and non-critical issue therefore perhaps they prioritised their responses which I could totally understand.

Linux:

@wlgspotter Zero chance of the 7590 AX at the moment

Yep I know that was what the 2degrees Support Team/Rep advised too.

floydbloke

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#2805236 1-Nov-2021 12:28

billgates:

...

I have rung them 3 days in a row at 3 very different times and on hold for over 20 minutes each before hanging up. What is up with your hold times 2degrees? 3 days in a row?

...

i had to ring them last week and was on hold for just under an hour...

...I'm beginning to think they attended some customer service training run by one of the other ISPs (Don't want to name them but their branding is red with an inverted comma.)

Did Eric Clapton really think she looked wonderful...or was it after the 15th outfit she tried on and he just wanted to get to the party and get a drink?

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