2 Degrees Call Quality

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#2752988 31-Jul-2021 16:59

Just had a call from a Vodafone mobile and the sound qual was super dreadful. I don't know if the call was on a hands-free but other people I've spoken to on hands-free sounded better than this.

I'll DM the details to Morgan

Linux

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#2753512 2-Aug-2021 09:44

A twitter user in Wellington cbd just saw VoLTE icon appear on there handset and tweeted @2d

Then it disappeared so it must be close

michaelmurfy

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#2753519 2-Aug-2021 09:56

I'm in a VOLTE area currently but I swear there has been zero change with voice quality. Had a call with a colleague just before (on Vodafone) and I had to call him back from my Spark sim as he was very hard to understand / muffled. On the Spark sim it sounded like it was HD voice.

@Linux - I don't think VOLTE makes a difference here.

There is also a much more serious problem causing me to miss calls. I've had to flight-mode my phone multiple times per day as I've found both people can't contact me / I can't call out.

Phone is an iPhone 12 Pro Max. Again, no issues on Spark.

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Mahon

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#2753572 2-Aug-2021 11:26

There has to be a lot more to this story. If Geekzone users are noticing it then a whole lot more are not happy. 2 Degrees staff must also be getting this issue on their calls.

Its time for Fair Go to have a look at this.

morganbrowne

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#2753577 2-Aug-2021 11:37

Mahon:

There has to be a lot more to this story. If Geekzone users are noticing it then a whole lot more are not happy. 2 Degrees staff must also be getting this issue on their calls.

Its time for Fair Go to have a look at this.

Hi there, we have had very few calls to care about this, the feedback we have had has largely been from this thread. Recently, I asked in here if there were specific calls that our network team could investigate to please DM we with the details. I had 3 individuals message off the back of this, so not a large number by any means. Each of these calls was investigated at length by the network team and as mentioned, many changes before this were made, and as we're able, improvements will continue to be made. If you also have an issue with a specific call around quality, please get in touch with the specifics of the call as this will continue to help us improve.

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.

Spyware

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#2753581 2-Aug-2021 11:44

If there is no issue why would any improvements/adjustments to network be necessary??

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.

morganbrowne

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#2753582 2-Aug-2021 11:46

Spyware:

If there is no issue why would any improvements/adjustments to network be necessary??

Pasted below is a post I made in this thread on May 24:

Hi guys, update as promised.

Our network operations centre are monitoring this closely due to some inefficient call routing. We’re working on changes to optimise routes. We’re working with our vendors on some features that might improve this and are doing some testing and learning. The issue, from our testers’ observations, is that this is a noticeable audio quality issue, however not severe. The network operations centre expect this to be an ongoing test and learn exercise so at this stage we don’t have any ETAs to share, but will send updates when available.

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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Spyware

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#2753585 2-Aug-2021 11:50

OK, you admit there is an issue, caused by intentional and deliberate design.

SaltyNZ

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#2753587 2-Aug-2021 11:56

Spyware:

If there is no issue why would any improvements/adjustments to network be necessary??

If your car runs fine why take it in for a service?

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

michaelmurfy

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#2753588 2-Aug-2021 12:02

morganbrowne:

Hi there, we have had very few calls to care about this, the feedback we have had has largely been from this thread

I understand that but I also don't think these calls are getting captured correctly. In my personal experience a call to care has resulted to them asking me to reboot my phone / try basic troubleshooting to resolve the issue. There is no "Oh, this sounds like a network issue - lets escalate this to our network team".

We're a technical bunch as you've said and many of us also have other SIM's on other networks (Vodafone / Spark) to compare against. I don't expect the normal user to know there is an issue and to raise a ticket with 2degrees as I seriously thought it was normal until I got another sim to compare against. It has also gone downhill and I've noted no improvement - any calls off 2degrees for me are made using my Spark sim because I've had people complain they can't understand me. Any calls from Spark to 2degrees are the same. This is a network issue and despite the smaller amount of people complaining here it is also a bigger issue.

As per your post - it can go both ways also (how I read it first):

Hi there, we have had very few calls to care about this.

It seriously seems that 2degrees doesn't care to me. This has been going on for way too long now.

As I said above - VoLTE doesn't change anything for me, WiFi calling is worse, I've also been missing calls and have attempted to raise this with Care to investigate with no success. I don't want somebody to contact me from care saying "oh, you're experiencing problems" and never hear from them again like previous experiences of late, basically this just needs to be fixed with priority.

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#2753589 2-Aug-2021 12:10

I get the distinct impression that they are not creating fault / trouble tickets when customers call and also do not have a parent fault / trouble ticket to link everyone together.

At best, it appears that they create free text memos/interactions. At worse, what was discussed on the call dies once the call finishes.

They aren’t the only Telco doing this. I am aware of at least another telco who has gone from a mature ticketing system to a much more casual approach.

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morganbrowne

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#2753590 2-Aug-2021 12:10

Hi @michaelmurfy

As mentioned, if you have a specific call from a date, time, called number, and caller number where the quality is inaudible, and you can send each one to me by PM, we can look into it further.

Note: I work in the comms team and have been passing on your posts to our network team, who are really keen to look into each call and do their best to improve your calling experience. 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.

michaelmurfy

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#2753592 2-Aug-2021 12:16

@morganbrowne It is not specific calls, these are all calls to Spark and especially Vodafone for me. This is also affecting friends and family of mine in different parts of NZ so testing should be pretty straight-forward.

Grab a Spark and Vodafone sim, compare call quality. 2degrees are terrible currently.

Spong

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#2753649 2-Aug-2021 12:43

At least 2x associates last week mentioned to me that the problem is just as bad as ever, and they aren't going to spend any more time waiting for a fix. They're off to Spark or Vodafone, and asked if I have any recommendations. Sadly, it looks like I'll have to do the same. Those 3000+ minutes and 30+GB data I have stockpiled are just going to be wasted.

Please take this seriously 2Degrees. I believe it's widespread, it's so frustrating and is impacting on my ability to do business. I believe many people out there are just putting up with it, not realising how poor the sound quality is on 2Degrees cross net, compared to their competition.

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#2753652 2-Aug-2021 12:51

I have asked 2 of the customers with terrible phone call quality to works landline number who they were with and both were 2 degrees. I am not in a position to give any of the call details as work are not 2 degrees customers so cant pass on details to an external unrelated third party.

Richard rich.ms

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