2 Degrees Call Quality

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2 Degrees Call Quality

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#2739302 5-Jul-2021 19:47

morganbrowne:
DjShadow:

Just tried a call with and without Wifi Calling enabled, the non-wificalling call was much better sound qual wise so going to leave it off.

When I had it turned on there was a bit of a grainy type sound.

Hi, as per my earlier message, it would be really helpful if you can PM me details of this call (caller, called number, date and time) and we can look into it.

Thanks

We made multiple requests and provided data via our account manager. Each time it was passed on and came back as its a known issue no eta on a fix. Today was the final straw when we had a problem that needed a few calls between us to solve.
Semi rural Canterbury need urgent support West melton/Templeton.

My only Suggestion to 2degrees is they need to issue a network wide support notification identifying there is a problem and provide everyone with an exact fix time. Not this back and forward trying to identify a known issue with vague timelines on roll outs of new tech.

michaelmurfy

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#2739407 6-Jul-2021 00:44

shrub:

My only Suggestion to 2degrees is they need to issue a network wide support notification identifying there is a problem and provide everyone with an exact fix time. Not this back and forward trying to identify a known issue with vague timelines on roll outs of new tech.

I've been lucky to have my work sim with Spark and a dual sim device so have shown patience but at the same time I've switched most of my calling over to Spark as of late as 2degrees has been terrible in comparison call quality wise. I've had multiple calls on my 2degrees sim which involved calling the person back from my work sim due to "muffled voice" problems. Yes, it has improved but it still has a long way to go compared to the voice quality of both Spark and Vodafone.

I get it - problems do take time to resolve (I do work in IT myself) but 2degrees have shot themselves in the foot with the recent plan changes also making them suddenly non-competitive to other providers. Suddenly both Spark and Vodafone are viable options to customers and these networks offer better features (for example, Spark with esim (which I am using on my phone) along with a Voicemail app and good coverage and even VoLTE).

In the past for example 2degrees were easy to forgive as they did have great service along with excellent plans and plan features such as rollover making customers more likely to stay. The competitive nature helped lower mobile pricing in NZ for everyone (which is great) but now they've simply given up by cloning Vodafone's plans. I personally know many people who have switched providers too because of both the plan changes and voice quality issues. I'm not talking a small number either.

While I truly appreciate the folks working on this - the fact it has taken so long makes it appear to those without an understanding of what is going on behind the scenes that it isn't being taken seriously. The compounding of the plan changes and sudden grandfathering of the old plans (not allowing changes) along with features taking forever to implement with no timeline (esim, VoLTE) and to top this off production issues (call quality issues, CDN issues on broadband) with little communication or flat-out denying there is an issue is enough to make many customers both stop recommending you, and churn to another provider. It is a deadly combo.

I could go on but, 2degrees, remember your roots:

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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

Mahon

473 posts

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#2739459 6-Jul-2021 09:29

I am still waiting for another provider to enable wifi calling before I switch. 2 degrees have several problems with existing tech and new tech that is taking forever to roll out. The key issue for me is the total lack of admission that there is a problem for so long. Sad to see a once market leader fall so far behind the rest of the pack. They seem to forget that their customers can simply vote with their feet. 2 degrees, its time for some straight talking so you can retain your customers. NZ does need you to be a viable player. A lot of us who do switch will "probably" also switch broadband services at the same time.

Delorean

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#2739481 6-Jul-2021 10:00

michaelmurfy:

shrub:

My only Suggestion to 2degrees is they need to issue a network wide support notification identifying there is a problem and provide everyone with an exact fix time. Not this back and forward trying to identify a known issue with vague timelines on roll outs of new tech.

I've been lucky to have my work sim with Spark and a dual sim device so have shown patience but at the same time I've switched most of my calling over to Spark as of late as 2degrees has been terrible in comparison call quality wise. I've had multiple calls on my 2degrees sim which involved calling the person back from my work sim due to "muffled voice" problems. Yes, it has improved but it still has a long way to go compared to the voice quality of both Spark and Vodafone.

I get it - problems do take time to resolve (I do work in IT myself) but 2degrees have shot themselves in the foot with the recent plan changes also making them suddenly non-competitive to other providers. Suddenly both Spark and Vodafone are viable options to customers and these networks offer better features (for example, Spark with esim (which I am using on my phone) along with a Voicemail app and good coverage and even VoLTE).

In the past for example 2degrees were easy to forgive as they did have great service along with excellent plans and plan features such as rollover making customers more likely to stay. The competitive nature helped lower mobile pricing in NZ for everyone (which is great) but now they've simply given up by cloning Vodafone's plans. I personally know many people who have switched providers too because of both the plan changes and voice quality issues. I'm not talking a small number either.

While I truly appreciate the folks working on this - the fact it has taken so long makes it appear to those without an understanding of what is going on behind the scenes that it isn't being taken seriously. The compounding of the plan changes and sudden grandfathering of the old plans (not allowing changes) along with features taking forever to implement with no timeline (esim, VoLTE) and to top this off production issues (call quality issues, CDN issues on broadband) with little communication or flat-out denying there is an issue is enough to make many customers both stop recommending you, and churn to another provider. It is a deadly combo.

I could go on but, 2degrees, remember your roots:

@michaelmurfy; funny, as that photo is from the Napier store - on google maps, its shows a clear glass now...maybe the clear glass window is telling us something?

Referral Link: | Quic Broadband (use R142206E0L2CR for free setup)

CYaBro

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#2739561 6-Jul-2021 10:49

I too am waiting for another provider with wifi calling and we will switch, due to this ongoing call quality issue.
I now am also going to need a new phone as my one is starting to play up.

Looking at an iPhone 12 Pro Max.

Which provider will it be? :D

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

Mahon

473 posts

Ultimate Geek

#2739715 6-Jul-2021 14:11

CYaBro:

I too am waiting for another provider with wifi calling and we will switch, due to this ongoing call quality issue.
I now am also going to need a new phone as my one is starting to play up.

Looking at an iPhone 12 Pro Max.

Which provider will it be? :D

iphone 13 due in October..ish

DjShadow

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#2739731 6-Jul-2021 14:51

CYaBro:

I too am waiting for another provider with wifi calling and we will switch, due to this ongoing call quality issue.
I now am also going to need a new phone as my one is starting to play up.

Looking at an iPhone 12 Pro Max.

Which provider will it be? :D

Vodafone is working on it I understand due to Sure Signal being withdrawn soon, also Spark accidently put a webpage up about it last year which we can only assume they are working on it also.

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toejam316

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#2739847 6-Jul-2021 17:42

VoWiFi shares a lot in common with VoLTE. It's a certainty other operators will implement it, it's just been much more important due to the coverage footprint of 2degrees.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

shrub

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#2748776 23-Jul-2021 15:30

Thought id pop an update. Were all on Spark now and have been for just over a week. The entire office is really happy to finally have reception and the call quality is night n day different.

DeroyBoy

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#2748780 23-Jul-2021 15:38

I am on 2degrees and was on a call with family member who is with Vodafone last night where we could hardly make out what each other were saying. Hopefully this issue will get fixed properly soon.

morganbrowne

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#2748794 23-Jul-2021 16:04

DeroyBoy: I am on 2degrees and was on a call with family member who is with Vodafone last night where we could hardly make out what each other were saying. Hopefully this issue will get fixed properly soon.

Hi, this shouldn't be the case at all, can you please DM me your number, the called number, duration of call and the time/date? Our network team can look into this specific call and see the details. Thanks

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.

heavenlywild

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#2748811 23-Jul-2021 16:26

I have had some extremely poor call quality around the Silverdale, Auckland area.

I thought it was my hearing but I'm sure it's network related.

Update: I've DMed the details. Thanks.

c0ld

234 posts

Master Geek

#2748908 23-Jul-2021 19:40

morganbrowne:
DeroyBoy: I am on 2degrees and was on a call with family member who is with Vodafone last night where we could hardly make out what each other were saying. Hopefully this issue will get fixed properly soon.

Hi, this shouldn't be the case at all, can you please DM me your number, the called number, duration of call and the time/date? Our network team can look into this specific call and see the details. Thanks

Bit of a perspective on this whole journey:

- Call 2degrees. After 20m they pick up. Tell me they need 4 examples and to email them to an address they provided. Emailed through same day - examples were 1 or 2 days old.

- 6 days later received an email reply saying the examples I had sent were too old (due to them not picking up the email) and they needed new examples.

- Not long after I called up with new examples which were logged

- Was told 2 days later the issue was fixed (yay! the system works!)

- Next day same issue. Told to submit new examples (sigh, never bothered again).

Tbf this is a similar experience with most providers.

cokemaster

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#2748910 23-Jul-2021 19:46

@c0ld sounds like nothing has changed in the issue management space. I had the exact treatment in 2020.
It sounds like you got lucky though - they didn’t tell me that the issue was ‘resolved’.

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#2748925 23-Jul-2021 20:44

I have to say that I've found virtually no improvement at all in the cross network calls I've made or received since these changes have been made. As we're in a fairly marginal 2D coverage zone, I've been using WiFi calling on my 2D Ultra broadband connection since it became available. Just this week, I've gone back to using regular cellular connectivity and I sense a slight improvement. Why can't WiFi calling quality equal what's available on a cellular connection?

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