Poor experience with 2degrees Business Hyperfibre

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maffey

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#317378 10-Oct-2024 15:56

I have had great experience with 2degrees in the past, however it seams things have changed.

We recently upgraded our business fibre connection to Hyperfibre.

When we arranged this, the guy on the phone said we would have 2 connections for a while so we could sort out our internal network before disconnecting the regular fibre.

On the day of the changeover, the chorus guy simply swapped the ONTs and connected the new Hyperfibre. We lost our static IP and the /29 IP range we pay for. This created a pile of issues and lost productivity for us.

The business 2degrees help-desk seams to have been rolled into the regular help-desk, so the staff there are not able to deal with business setups.

We still don't have the /29 hooked up. Is there any way to get business technical support from 2degrees?

Spyware

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#3295643 10-Oct-2024 16:09

Atrocious. @quentinreade

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

quentinreade

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#3295645 10-Oct-2024 16:13

Can you please PM me your account details and we'll jump on it!

Comms chap

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Lias

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#3295657 10-Oct-2024 16:41

maffey:

I have had great experience with 2degrees in the past, however it seams things have changed.

IMHO it's all been downhill since snap was acquired by 2degrees, but by all accounts things have really gone to the dogs post merger.

You might like to consider switching to Vetta or Prodigi.

Vetta's the business arm of @Quic which is the ISP of choice for many of us around here, and @danfaulknor of Prodigi is another regular here.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

danfaulknor

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#3295660 10-Oct-2024 16:42

Thanks for the mention @Lias!

More than happy to help if things don't work out with 2degrees

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maffey

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#3295774 11-Oct-2024 07:16

Thanks heaps to @chrisvp from 2degrees for jumping in so quickly and getting our /29 and static IP hooked up so quickly. And to @quentinreade for jumping in there as well. I will use geekzone as my go to ticketing system in the future!

I agree with @lias, snap was a fantastic little company. When 2degrees purchased snap, 2degrees adopted much of the culture from snap and things were good. I understand businesses purchase each other and get bigger, but there needs to be a way to get technical support for the things a user cannot fix, such as assigning static IPs.

It looks like Quic and Prodigi are the pick of ISPs for Geekzone regulars. My hesitation to use a smaller ISP is with international bandwidth. In days gone by, international bandwidth has been very expensive for ISPs to purchase so smaller ISPs (understandably) end up with limited international pipes. Is this still an issue?

Lias

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#3295775 11-Oct-2024 07:24

maffey:

It looks like Quic and Prodigi are the pick of ISPs for Geekzone regulars. My hesitation to use a smaller ISP is with international bandwidth. In days gone by, international bandwidth has been very expensive for ISPs to purchase so smaller ISPs (understandably) end up with limited international pipes. Is this still an issue?

I've been on Quic for awhile now and while they had some well publicized growing pains a while back, international bandwidth has never been an issue for me.

Goosey

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#3295776 11-Oct-2024 07:34

What kind of follow up will you do with the ISP.

assuming you had a written agreement signed off to show what was needed at switch over (to also retain the static IP etc).

(at least that’s what I assume a business broadband service upgrade would include).

if you had it all in print, then I’d be having a stern talk to your account manager and making sure they acknowledge the wrong doings (so that it doesn’t happen again).

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maffey

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#3295780 11-Oct-2024 07:48

Goosey:

What kind of follow up will you do with the ISP.

assuming you had a written agreement signed off to show what was needed at switch over (to also retain the static IP etc).

(at least that’s what I assume a business broadband service upgrade would include).

if you had it all in print, then I’d be having a stern talk to your account manager and making sure they acknowledge the wrong doings (so that it doesn’t happen again).

Nothing in print, it was done over the phone.

@chrisvp from 2degrees understood how serious an issue this is. He got my static IPs sorted in short order and sounded interested in doing a postmortum follow up in the next couple of days. I have emailed him my account of events. Hopefully this will lead to some improvements in the help desk / on boarding process.

Goosey

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#3296029 11-Oct-2024 13:37

maffey:
Goosey:

What kind of follow up will you do with the ISP.

assuming you had a written agreement signed off to show what was needed at switch over (to also retain the static IP etc).

(at least that’s what I assume a business broadband service upgrade would include).

if you had it all in print, then I’d be having a stern talk to your account manager and making sure they acknowledge the wrong doings (so that it doesn’t happen again).

Nothing in print, it was done over the phone.

@chrisvp from 2degrees understood how serious an issue this is. He got my static IPs sorted in short order and sounded interested in doing a postmortum follow up in the next couple of days. I have emailed him my account of events. Hopefully this will lead to some improvements in the help desk / on boarding process.

Wow, if I were a business customer… I’d be expecting a written confirmation to be signed off.
How else do both parties justify / authorise the service and costs.

michaelmurfy

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#3296031 11-Oct-2024 14:01

maffey:

My hesitation to use a smaller ISP is with international bandwidth. In days gone by, international bandwidth has been very expensive for ISPs to purchase so smaller ISPs (understandably) end up with limited international pipes. Is this still an issue?

You can actually see for yourself at the bottom of this page and run a Speedtest: https://www.quic.nz/status/

You will need to get the Speedtest Server ID for the server you wish to test to but it'll then show the speed you'll expect to get on a Vetta (or Quic) service.

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Dairusire

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#3296032 11-Oct-2024 14:17

michaelmurfy:

maffey:

My hesitation to use a smaller ISP is with international bandwidth. In days gone by, international bandwidth has been very expensive for ISPs to purchase so smaller ISPs (understandably) end up with limited international pipes. Is this still an issue?

You can actually see for yourself at the bottom of this page and run a Speedtest: https://www.quic.nz/status/

You will need to get the Speedtest Server ID for the server you wish to test to but it'll then show the speed you'll expect to get on a Vetta (or Quic) service.

I didn't even know about that on the QUIC side. That's quite cool.

maffey

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#3297084 14-Oct-2024 07:44

michaelmurfy:

maffey:

My hesitation to use a smaller ISP is with international bandwidth. In days gone by, international bandwidth has been very expensive for ISPs to purchase so smaller ISPs (understandably) end up with limited international pipes. Is this still an issue?

You can actually see for yourself at the bottom of this page and run a Speedtest: https://www.quic.nz/status/

You will need to get the Speedtest Server ID for the server you wish to test to but it'll then show the speed you'll expect to get on a Vetta (or Quic) service.

That is cool letting the public test your speed!

I have run a few tests to compare my 2degrees connection to a Quic connection. There is not much in it. I have tested against servers in London, Sydney and Los Angeles.

It looks like there is no issue with international bandwidth on Quic.