Terrible 2Degrees Customer Service Experience

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#1197297 14-Dec-2014 17:10

ryanhunt: I am unable to describe the nature of the issue further than I have above as I have not been provided any further information from customer service, despite my many attempts.

Unable to describe the issue further? Can you tell me: can you make a voice call? Can you send a text? Can you receive a voice call? Or a text? Can you receive from only some networks but not others? Does your SIM not register on the network at all?

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

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

ryanhunt

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#1197298 14-Dec-2014 17:20

OK, thought the second post I made explained that clearly enough but I guess not. The 2degrees sim card sent to me works just fine, I could call and text to my hearts content if i wanted to.

It is the number port that is the issue. I need to be able to be contactable via my 027 number, and make calls from that number. Having the 022 sim in my phone means I will be unreachable via that number.

Having my 027 number active is my top priority, I am not interested in using an alternative number. Doesn't seem like an unreasonable demand to me, especially seeing as 2degrees assured me it would only take a couple of hours to complete the transfer.

kngjse

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#1197370 14-Dec-2014 19:12

This is "the worst customer service experience of [your] life"?

Wow.

Personally, I don't expect much from any telco in way of technical support and especially not over the weekend. Give it some time. Your best bet would be to wait until tomorrow and get this sorted.

Sorry but I've had my fair share of terrible customer service from different telcos but this seems very minor in comparison and forgive me for saying so, but it seems like you need to take a chill pill.

SaltyNZ

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#1197372 14-Dec-2014 19:21

ryanhunt: OK, thought the second post I made explained that clearly enough but I guess not.

Correct. I'll try to be clearer: can you make calls, and do they appear as the 027 number? Can you send texts, and do they appear as the 027 number? Does the 2degrees phone ring if you are called on the 027 number from 2degrees? What about other networks? Does the original 027 SIM ring if you are called from 2degrees? Or other networks? No-one can help you if you can't describe the problem.

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

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

MikeB4

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#1197373 14-Dec-2014 19:25

I think folks need to start again in this thread or a resolution will never be achieved

Here is a crazy notion, lets give peace a chance.

ryanhunt

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#1197375 14-Dec-2014 19:26

kngjse: This is "the worst customer service experience of [your] life"?

Wow.

Personally, I don't expect much from any telco in way of technical support and especially not over the weekend. Give it some time. Your best bet would be to wait until tomorrow and get this sorted.

Sorry but I've had my fair share of terrible customer service from different telcos but this seems very minor in comparison and forgive me for saying so, but it seems like you need to take a chill pill.

Being that you are a 3rd party that has no real knowledge of the service I have received your comment really contributes nothing to this discussion, unless you know where to get one of these "chill pills"?

Dyson

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ryanhunt

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#1197377 14-Dec-2014 19:29

SaltyNZ:
ryanhunt: OK, thought the second post I made explained that clearly enough but I guess not.

Correct. I'll try to be clearer: can you make calls, and do they appear as the 027 number? Can you send texts, and do they appear as the 027 number? Does the 2degrees phone ring if you are called on the 027 number from 2degrees? What about other networks? Does the original 027 SIM ring if you are called from 2degrees? Or other networks? No-one can help you if you can't describe the problem.

The 027 number makes calls and receives calls via the Skinny sim, the 022 number makes and receives calls via the 2degrees sim.

SaltyNZ

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#1197384 14-Dec-2014 19:45

ryanhunt:
SaltyNZ:
ryanhunt: OK, thought the second post I made explained that clearly enough but I guess not.

Correct. I'll try to be clearer: can you make calls, and do they appear as the 027 number? Can you send texts, and do they appear as the 027 number? Does the 2degrees phone ring if you are called on the 027 number from 2degrees? What about other networks? Does the original 027 SIM ring if you are called from 2degrees? Or other networks? No-one can help you if you can't describe the problem.

The 027 number makes calls and receives calls via the Skinny sim, the 022 number makes and receives calls via the 2degrees sim.

OK, so nothing has happened at all. Have you tried simply resubmitting the port?

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

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

ryanhunt

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#1197388 14-Dec-2014 19:54

SaltyNZ:
ryanhunt:
SaltyNZ:
ryanhunt: OK, thought the second post I made explained that clearly enough but I guess not.

Correct. I'll try to be clearer: can you make calls, and do they appear as the 027 number? Can you send texts, and do they appear as the 027 number? Does the 2degrees phone ring if you are called on the 027 number from 2degrees? What about other networks? Does the original 027 SIM ring if you are called from 2degrees? Or other networks? No-one can help you if you can't describe the problem.

The 027 number makes calls and receives calls via the Skinny sim, the 022 number makes and receives calls via the 2degrees sim.

OK, so nothing has happened at all. Have you tried simply resubmitting the port?

Essentially yes, nothing has happened. I have not, however I can if you think that is something that might resolve this. I just did not want to revert back to square one (even though I may never have left it) by resubmitting it.

SaltyNZ

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#1197390 14-Dec-2014 19:57

That's almost certainly the advice the porting team are going to give you.

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

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

ryanhunt

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#1197392 14-Dec-2014 20:03

Seems like something they could do on their end, and surely would have tried after it did not go through though right? I am not trying to be confrontational either, I do appreciate any assistance, but I struggle to see how resubmitting it would be any different to the first time...

Regardless, seeing as Skinny's service centre is pretty much closed for the night at this point I wont achieve much by sending it through tonight, will just wait till the morning and see what customer support has for me in the morning, and like you say, probably get asked to resubmit it. Oh the joy!

Thanks for having a crack at figuring this out.

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ryanhunt

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#1197396 14-Dec-2014 20:11

KiwiNZ: I think folks need to start again in this thread or a resolution will never be achieved

Mike, I think the resolution you first suggested might just be the best one, for all parties involved!

SaltyNZ

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#1197397 14-Dec-2014 20:19

Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

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

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

MikeB4

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#1197398 14-Dec-2014 20:22

SaltyNZ: Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

In your professional opinion and experience what is the best route to resolution?

Here is a crazy notion, lets give peace a chance.

SaltyNZ

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#1197403 14-Dec-2014 20:35

KiwiNZ:
SaltyNZ: Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

In your professional opinion and experience what is the best route to resolution?

Start with simply resubmitting. It can't make it worse, and if the problem was incorrect details entered then it will probably go through the second time. Failing that, the 2degrees and Skinny/Spark porting teams will need to sort it out between them.

Unfortunately, the frontline CSRs at either end cannot help with this.

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

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

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