2 Degrees Call Quality

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#2707401 14-May-2021 10:27

Linux:

Cross posted from https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=285738

@2degreescare @morganbrowne Can anyone in 2degrees please confirm where VoLTE is live on the 2degrees network? - excluding RCG sites

End users are getting very confused trying to get VoLTE working on handsets when it might not even be live in that location

Hi, VoLTE is currently live north of Puhoi, Auckland.

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.

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#2707409 14-May-2021 10:53

morganbrowne:

Linux:

Cross posted from https://www.geekzone.co.nz/forums.asp?forumid=85&topicid=285738

@2degreescare @morganbrowne Can anyone in 2degrees please confirm where VoLTE is live on the 2degrees network? - excluding RCG sites

End users are getting very confused trying to get VoLTE working on handsets when it might not even be live in that location

Hi, VoLTE is currently live north of Puhoi, Auckland.

@morganbrowne Any chance this information can be put onto the 2d website? Even 2degrees own staff are trying to get VoLTE working on handsets in Wellington CBD

michaelmurfy

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#2708536 17-May-2021 17:19

morganbrowne:

Hi, VoLTE is currently live north of Puhoi, Auckland.

Strange - in Paraparaumu and right now on a phonecall with John and got VoLTE as it doesn't drop down to 3G (Partners S21 Ultra shows the VoLTE icon).

Michael Murphy | https://murfy.nz
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#2708537 17-May-2021 17:19

@morganbrowne I know of a 2dgrees customer in Wellington on a Samsung S21 ultra showing VoLTE, So this is even more confusing

So VoLTE must be live in other locations

morganbrowne

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#2709014 18-May-2021 14:25

Hi guys, sorry I updated in another thread but not this one.

VoLTE has recently just gone live in parts of Manawatu/Kapiti

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.

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#2709024 18-May-2021 14:47

@morganbrowne Thank you very much for the update :)

Mahon

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#2709330 18-May-2021 21:39

2 degrees communication these days is far from good in my humble opinion. The issues with call quality, volte, esim and 5G rollout just simply leave their customers guessing. Another recent example of this is the youtube issues, although now resolved, took forever to get an honest response. I know 2 degrees can do much better than this.

I am beginning to loose my patience.

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#2709335 18-May-2021 21:51

@Mahon 2d have made it very clear when 5G rollout will happen so zero idea why you mention this

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#2709364 18-May-2021 23:16

Mahon:

2 degrees communication these days is far from good in my humble opinion. The issues with call quality, volte, esim and 5G rollout just simply leave their customers guessing. Another recent example of this is the youtube issues, although now resolved, took forever to get an honest response. I know 2 degrees can do much better than this.

I am beginning to loose my patience.

I can see you are not happy with 2d. just move to a different provider that offers what you require. Problem solved.

I know if I had poor call quality, the need for an esim, VoLTE and 5G, I know 2d couldn't offer that in the next few months, I would shift to Spark (as they offer esim) however you will be paying extra for this.

my 2c :)

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#2709371 18-May-2021 23:32

I’ll change from 2degrees as soon as someone else offers wifi calling.
Call quality is terrible I can hardly understand anyone I talk to.
Have to get them to repeat things often.
I’m using FaceTime audio and messenger calling more and more and the difference in call quality is like night and day.

Opinions are my own and not the views of my employer.

morganbrowne

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#2709455 19-May-2021 08:27

Mahon:

2 degrees communication these days is far from good in my humble opinion. The issues with call quality, volte, esim and 5G rollout just simply leave their customers guessing. Another recent example of this is the youtube issues, although now resolved, took forever to get an honest response. I know 2 degrees can do much better than this.

I am beginning to loose my patience.

Hi there, thank you for your feedback. I'm in the brand and comms team and choose to be here to communicate with you guys. Note, I'm not in the product or network teams but frequently reach out to them to pass your feedback on. It's important to them, me and you. I understand that some of your frustration is from our products not being available sooner - unfortunately, as a business, we roadmap and work based on our human resource to ETAs. I'm always happy to share information if you need it (which I have done on differing threads on all of these topics mentioned). I'll cover it again below...

- VoLTE. As mentioned yesterday in another thread, thanks for the feedback about our website pages. We have an active team reviewing the pages to see what further updates we can include. VoLTE is being rolled out gradually. It's now live north of Puhoi, and parts of Manawatu and Kapiti Coast. We're planning this to be completed by the end of the year.

- eSIM - Roadmapped for the end of this year, as previously mentioned

- 5G rollout - very public on this. We announced last year that it was coming this year. We're expecting to see it live in Auckland and Wellington in the next few months with our new partner, Ericcson

- YouTube issues - again, I'm in the brand and comms team but asked the GZ to DM me your details to pass on, which a bunch did. These were passed to our network team who found it difficult to replicate the issues and provide a fix. Lots of testing was done after hours, and I provided updates, including that we were testing and when it was fixed

- Call quality - as mentioned, we don't have known issues with this, please call our care team on 0800 022 022 if this is happening for you. Our technical specialists can raise a ticket, and the more calls about a certain issue are made, the higher priority it will be for the team to investigate.

Thanks again for your feedback. Our team appreciate it, and we personally do all we can with what's available for us to provide for our customers and NZ.

Cheers - Morgan

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.

gordo92

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#2709941 20-May-2021 01:45

morganbrowne:

- Call quality - as mentioned, we don't have known issues with this, please call our care team on 0800 022 022 if this is happening for you. Our technical specialists can raise a ticket, and the more calls about a certain issue are made, the higher priority it will be for the team to investigate.

I can confirm my girlfriend and her Mum are both with 2degrees in Tauranga and the call quality to me here in Australia now that I am back here is very bad. I just thought it was a issue within NZ to my Spark number but it also affects international calls aswell... sometimes it sounds muffled; sometimes it sounds tinny and sometimes it does nothing but fade in and out... yet I ring my mate on Spark or Vodafone no dramas.

Like someone mentioned above I have also decided to start calling my girlfriend on Facetime Audio and her mum via Facebook Messenger which has the same call quality I have when I ring VoLTE to VoLTE over here in Australia.

Please 2degrees there is some sort of issue guys and whatever it is seems to be get worse and worse as the calls are getting more and more muffled and more frequent drop outs

Mahon

473 posts

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#2709966 20-May-2021 08:16

gordo92:

morganbrowne:

- Call quality - as mentioned, we don't have known issues with this, please call our care team on 0800 022 022 if this is happening for you. Our technical specialists can raise a ticket, and the more calls about a certain issue are made, the higher priority it will be for the team to investigate.

I can confirm my girlfriend and her Mum are both with 2degrees in Tauranga and the call quality to me here in Australia now that I am back here is very bad. I just thought it was a issue within NZ to my Spark number but it also affects international calls aswell... sometimes it sounds muffled; sometimes it sounds tinny and sometimes it does nothing but fade in and out... yet I ring my mate on Spark or Vodafone no dramas.

Like someone mentioned above I have also decided to start calling my girlfriend on Facetime Audio and her mum via Facebook Messenger which has the same call quality I have when I ring VoLTE to VoLTE over here in Australia.

Please 2degrees there is some sort of issue guys and whatever it is seems to be get worse and worse as the calls are getting more and more muffled and more frequent drop outs

According to morganbrowne there are no known issues with call quality. We must assume that the authors of 10 pages of comments in this thread are all having hearing difficulties.

morganbrowne

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#2709973 20-May-2021 08:43

Hi @mahon and @gordo92 please see above comment, pasted below again:

Please call our care team on 0800 022 022 if this is happening for you. Our technical specialists can raise a ticket, and the more calls about a certain issue are made, the higher priority it will be for the team to investigate. :)

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.

Spong

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#2710172 20-May-2021 13:25

morganbrowne:

Hi @mahon and @gordo92 please see above comment, pasted below again:

Please call our care team on 0800 022 022 if this is happening for you. Our technical specialists can raise a ticket, and the more calls about a certain issue are made, the higher priority it will be for the team to investigate. :)

Cheers

@morganbrowne it's really great that you are here, and I'm sure all Geekzoners appreciate your help, but really I don't feel we should need to individually call so that tickets are raised for each of us. Your earlier comments that this wasn't a known issue sounds like Corporate Denial to me.

This is very much a known problem and probably affects everyone making and receiving calls off net. I've spoken to several clients and friends on 2Degress, and they all suddenly became animated and agreed it was an issue for them. Some thought it must be time for a new phone, or have just struggled along, assuming there was nothing that could be done and affected all providers. We're told that things will improve sometime this year when VoLTE becomes universal on the 2D network, but I don't think all of us can wait that long. I feel trapped in my plan with a decent pile of rollover minutes and data, plus $10 discount on my Ultra fibre. Otherwise, I wouldn't hesitate to move.

Maybe it's time to ask people jumping ship, what their reason was? It wasn't always as bad as this. Descriptions of how calls off-net sound are pretty accuracy described in postings above. We can't all be imagining this surely?

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