Planned 2Degrees system outage

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Planned 2Degrees system outage

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#1743190 18-Mar-2017 10:46

OK driven across Auckland this morning while on hold for someone at 2 Degrees to pickup about the latest stuff up on my account related to all the system upgrades; over 39 mins so far (a good time for across Auckland I guess?). Think I have gone through the catalogue of songs already. its the 2nd time Im hearing a song with the line "why are we playing these silly games"

its becoming more and more inconvenient to remain being a 2 Degrees customer ....

sampler

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#1743202 18-Mar-2017 11:13

AND ... the call gets cut off at 60 mins on hold ?

Time to try 303 ....

sampler

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#1743216 18-Mar-2017 11:47

about 25 mins on hold via 303 ... got a real person!
Explained the issue ..... got the response "After our upgrade, we are having a number of issues relating to our family share product"

have been told I will be getting a call back today to look into the matter further.

Progress I guess.

Lets see what 2D say when they work out they have effectively "cut off" (stopped out going text/calls/data) of three of our family members. All under 15 who use their phones to keep in touch when they are out and about (like at an event today). Not expecting anything to go wrong, but makes the parenting thing that little bit harder.

I hope these "upgrades" that so far have resulted in (to my knowledge) no advantage to customer are worth it. How many customers have been put in positions the can cause concern like I have.

twisted

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#1746822 24-Mar-2017 08:42

Appalling. Not related to the systems issues, however i just discovered i'm being charged a tradeup fee on my account, and i need to vent.

I agree i signed up for trade up when i bought my phone, however that was on a 'we'll pay the fee for you for 12 months' promotion. As the 12 months was approaching, I enquired at the LQ store about tradeup, and was told "no, i'm sorry, you're not signed up for that and as such there's nothing we can do"

Somewhat annoyed, I accepted this and contined to blindly pay my bill every month. That was in July last year. Now, as a result of their system issues, I look at my bill (i know, my bad for not doing so sooner) and discover that i'm being charged for tradeup. As my S6 will be paid off in May, I'm not at all interested in using this service as it will be uneconomic and will lock me in for another two years. So I email 2Degrees to register my annoyance, and ask for a refund and that the add-on be terminated, because as i was told i cannot use the service (after 12 months of owning my S6), it is now uneconomic for me to do so.

To my disgust i'm told they cannot cancel nor offer a refund as per the products Ts&Cs. I'm fuming by now and send a very strong email immediately back mentioning the commerce commission, Contractual obligations and the fair trading act.

I am yet to hear back, however we are currently deciding on a fibre provider to replace our increasingly unstable Vodafone cable connection. Initially, 2 degrees was high on the list of candidates. Not any more.

Sorry for putting this here, i don't believe it needs its own thread, but on the other hand i am very annoyed!

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msukiwi

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#1750375 29-Mar-2017 20:48

Has anyone added more than 1 mobile number to their account yet?

If you have - HOW did you do it?

I tried today and added a new one but now my original one is not shown anymore!

I have 3 total I need to add.

Gave up ringing them - the wait time was toooooo long after navigating the IVR!

msukiwi

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#1750472 30-Mar-2017 08:03

Hmmm by the lack of replies to my quest for help I can? assume:

- 2D has no customers left who have tried doing it?

- No-one has actually achieved it - therefore can't tell me how to add more than 1 number?

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vexxxboy

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#1750486 30-Mar-2017 08:43

msukiwi:

Hmmm by the lack of replies to my quest for help I can? assume:

- 2D has no customers left who have tried doing it?

- No-one has actually achieved it - therefore can't tell me how to add more than 1 number?

did you read the answer above your original post

Common sense is not as common as you think.

msukiwi

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#1750495 30-Mar-2017 08:57

Solved. My fault for assuming too much.

All 3 now added. (Confusion caused by 2 having names associated and 1 not.)

Panic over.

sampler

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#1751101 31-Mar-2017 12:19

Regards the ability to topup another 2D number via the IVR. It would seem that it no longer uses the stored credit card. No option is given to use it, only prompts for a new one. It also does not seem to ask if you would like to save it for future use.

Assuming I have not missed something in the setup, and while this is still more convenient than using the website for me, this would seem to be another example of the new system not being as feature rich.

freitasm

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#1759522 8-Apr-2017 16:27

On the new website, how do you stop automatic charge to a credit card - as in how you either change or remove the credit card linked to your account?

Also, how do I see the payment for the monthly prepay combos?

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#1766584 18-Apr-2017 10:09

Just did a topup of my grand daughter's phone from withing my primary account. Pretty painless. However after I do this I see "Thanks - your top up was successful. We'll send a text to 021 xxx xxxx to let them know" Previously I also go a SMS sent to my phone as well. Can this feature be added back??

Also are you ever going to be able to manage two prepay SIMs from within the same account??

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freitasm

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#1766588 18-Apr-2017 10:12

I've asked this on another thread but went unnoticed - perhaps more relevant here.

How do we remove a credit card from the account now?

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2degreesCare

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#1766866 18-Apr-2017 16:35

freitasm:

I've asked this on another thread but went unnoticed - perhaps more relevant here.

How do we remove a credit card from the account now?

Hi Mauricio

When you log into Your 2degrees > Dashboard > Your account > Payment methods you should see your available/registered credit cards.

You have the option to set it as the Automatic Payment method or delete it.

If not can you PM us your number and if possible a screenshot of what you see.

Thanks,

^POB

antoniosk

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#1766890 18-Apr-2017 17:19

2degreesCare:

freitasm:

I've asked this on another thread but went unnoticed - perhaps more relevant here.

How do we remove a credit card from the account now?

Hi Mauricio

When you log into Your 2degrees > Dashboard > Your account > Payment methods you should see your available/registered credit cards.

You have the option to set it as the Automatic Payment method or delete it.

If not can you PM us your number and if possible a screenshot of what you see.

Thanks,

^POB

Hmm, I looked on my account and I can't see my payment details - the system is responding I am not the owner of the mobile number, which I clearly am.

________

Antoniosk

LittleDude

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#1766971 18-Apr-2017 19:58

Is the 2degrees system working now? I tried ringing but gave up after 15 minutes. When I emailed a query later I got a pop-up saying they had emailed me to let me know

when I should expect a response...no email arrived. Hopeless for a communication company...

LittleDude

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