2degrees AI generated support emails

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wjw

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#324079 25-Feb-2026 09:17

Been a while since I've emailed 2degrees support, have multiple emails from them now that are AI generated. No one with a brain seems to be reading what I'm sending. Anyone else seen that?

Considering their support used to be some of the best, this is disappointing to say the least. Heres an example:

Thanks for getting in touch. I understand you are following up regarding RDP on your broadband connection with your own modem, so I have put together some steps that will help us figure out what is causing the issue.

Before we move into any deeper checks, please try the steps below and let me know the results. This will help us narrow down where the problem is happening.

1. Test Remote Desktop on your home network
Try connecting to the computer using its local IP address while you are on the same Wi Fi network.
For example, type something like 192.168.1.x into the Remote Desktop app.
If this does not work on your local network, the issue is likely with the computer or firewall rather than the internet connection.

2. Check the Windows firewall settings
On the computer you are trying to access, please make sure Remote Desktop is allowed through the firewall.
Go to Control Panel then Windows Defender Firewall then Allow an app through firewall, and confirm that Remote Desktop is ticked.

3. Find out if your BYO modem is behind CG NAT
Some broadband plans use CG NAT, which means incoming Remote Desktop connections from outside will not work unless you add a Static IP.
To check this, look at the WAN IP inside your modem settings. If the number does not match the IP you see when you Google “what is my IP”, then your connection is behind CG NAT.
If you are behind CG NAT, please let me know. I can help you with options such as a Static IP or alternative ways to connect.

4. If you are hosting RDP, check if port forwarding is set up
If you want to access your home computer from outside your home, your modem will need a port forward for Remote Desktop.
The default port is TCP 3389, unless you have changed it.
If you are not sure how to set this up on your BYO modem, just send me the modem brand and model and I will guide you through the exact steps.

5. Restart the modem and computer
A quick restart of both devices can clear temporary network issues and make the connection work again.

Once you have tried the steps above, please reply with:
• Your modem brand and model
• Whether RDP works on the local network
• Whether your WAN IP matches your public IP
• Any error message you see on Remote Desktop

This will give me everything I need to investigate further and get this working for you as soon as possible.

Might be time to change providers (after 20+ years)

Recently added Starlink as a backup connection and their support is significantly better.

xpd

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#3464458 25-Feb-2026 09:22

Unfortunately this will become the norm across the board - why pay someone to send an email when a bot can do it ?

The bots will filter out the basic stuff, and eventually it'll get to a human but you just need to play the game as it were.

XPD / Gavin

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wjw

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#3464459 25-Feb-2026 09:23

I'm 6 emails in.... sent graphs, ping results, all sorts and not found one yet.

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#3464468 25-Feb-2026 09:44

I absolutely trashed Air New Zealand as of late for using AI replies that got several points of information wrong about my complaint to them and they got very upset and then backed off when I called them out, calling it dishonest, non genuine and not factual.

I wonder how much of the reply it got wrong vs the content it was given.

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gehenna

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#3464514 25-Feb-2026 09:46

It's really common for new tickets to receive an autoresponse in a service desk/customer service function. This is just another way of doing that, but templated responses have existed as long as the functions themselves. It doesn't mean your ticket goes nowhere. It's simply to try help with some suggestions in the meantime until the queue empties enough that your ticket is next. They're really damned if they do and damned if they don't depending on who receives the email and what their perspective is. That all said, the content must still be accurate, which is where generated responses will let a company down.

wjw

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#3464516 25-Feb-2026 09:54

gehenna:

It's really common for new tickets to receive an autoresponse in a service desk/customer service function. This is just another way of doing that, but templated responses have existed as long as the functions themselves. It doesn't mean your ticket goes nowhere. It's simply to try help with some suggestions in the meantime until the queue empties enough that your ticket is next. They're really damned if they do and damned if they don't depending on who receives the email and what their perspective is. That all said, the content must still be accurate, which is where generated responses will let a company down.

I understand that, I have worked in IT support for 30 years and in ISP's for 17 of that. But to have AI (or templated in the old world) responses to this many emails is shocking.

The email I pasted contains information that they should not have included, ie CGNAT, they should know they use CGNAT unless you purchase a static IP. Which I do, so its not relevant anyway.

geek3001

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#3464520 25-Feb-2026 10:11

I have been on both sides of the support fence and am aware of the fact that it costs real money to provide customer support services, thus when businesses are trying to trim costs, support is one of those places where stuff like the above starts becoming the norm.

Some of the people making the decisions as to how customers are handled need to think things through a bit better.

I doubt that there would be very many CEO's or senior executives that would tolerate being told to formally log a support call, and then wait their turn in a triage queue to be served. Many of these people expect immediate support with immediate remedy.

We customers can't always expect that level of service, however the provider does not know our circumstances, and also must remember that without sufficient paying customers who have other options, the business may struggle to survive.

I was once pleasantly surprised to have dealings with a New Zealand ICT company that had a fantastic customer service offering. All office staff were trained to answer the phone for incoming support calls, in such as way that if the actual CSR's were busy, calls would overflow to other staff in the office. The surprise came when on really busy days, those calls would overflow up to the CEO, who would happily stop what he was doing and handle whatever calls came their way - I think they enjoyed direct customer contact potentially with blunt feedback too once the customer knew who they were talking to.

Companies make the choice as to how they treat their customers, some do it better than others.

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wjw

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#3464527 25-Feb-2026 10:35

geek3001:

I have been on both sides of the support fence and am aware of the fact that it costs real money to provide customer support services, thus when businesses are trying to trim costs, support is one of those places where stuff like the above starts becoming the norm.

Some of the people making the decisions as to how customers are handled need to think things through a bit better.

I doubt that there would be very many CEO's or senior executives that would tolerate being told to formally log a support call, and then wait their turn in a triage queue to be served. Many of these people expect immediate support with immediate remedy.

We customers can't always expect that level of service, however the provider does not know our circumstances, and also must remember that without sufficient paying customers who have other options, the business may struggle to survive.

I was once pleasantly surprised to have dealings with a New Zealand ICT company that had a fantastic customer service offering. All office staff were trained to answer the phone for incoming support calls, in such as way that if the actual CSR's were busy, calls would overflow to other staff in the office. The surprise came when on really busy days, those calls would overflow up to the CEO, who would happily stop what he was doing and handle whatever calls came their way - I think they enjoyed direct customer contact potentially with blunt feedback too once the customer knew who they were talking to.

Companies make the choice as to how they treat their customers, some do it better than others.

We are a business customer with them too, so I will raise my disappointment with our account manager.

wjw

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#3464530 25-Feb-2026 10:43

Getting back to my original question, has anyone else seen these AI emails? how long did it take to get through to someone?

geek3001

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#3464531 25-Feb-2026 10:46

I am dealing with MMH at present and finding their AI support interface annoying, as they are not answering emails.

Despite giving their AI thing my details, it tells me I have no account on their system, which is completely incorrect.

gehenna

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#3464539 25-Feb-2026 11:17

wjw:

The email I pasted contains information that they should not have included, ie CGNAT, they should know they use CGNAT unless you purchase a static IP. Which I do, so its not relevant anyway.

They have to cover as many bases as they can for as many different customers as possible. Again, damned if they do and damned if they don't. I still agree the content must be accurate to the services they provide (not necessarly the services the customer has) otherwise it makes the whole purpose of an auto response redundant.

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#3464551 25-Feb-2026 11:31

@wjw Incase a staff member in 2degrees reads this thread maybe post what the actual issue is (leaving out account details etc...)

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#3464598 25-Feb-2026 11:46

Awesome insight wjw! 💪before I help you get to the bottom of this; let's dive in deeper with a few quick questions! ✅...

(Jokes aside)

Sorry for your issues! Drop me a PM and I can assist.

wjw

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#3464848 25-Feb-2026 20:15

Sounddude:

Awesome insight wjw! 💪before I help you get to the bottom of this; let's dive in deeper with a few quick questions! ✅...

(Jokes aside)

Sorry for your issues! Drop me a PM and I can assist.

Thanks, have PM'd you