2degrees call centre hold times to get support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees call centre hold times to get support

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duffles

100 posts

Master Geek

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2degrees

#2805314 1-Nov-2021 13:07

Jiriteach:

Even better - just sign up with your new ISP and they will ask for you existing details (account number) etc. Things are automatically cancelled on the 2degrees end.

I recently did this and it was all automatic.

Linux:

You do not even need to deal with LSP (losing service provider)

I would always recommend you contact the LSP to tidy up the account and ensure it is closed.
When I worked in a call centre, a lot of calls were generated from people who signed up with another RSP who advised that they would close the end customers account with the LSP. Unfortunately, this isn't the case. Never has been and probably never will be.

While a transfer of services should typically stop any billing related activities, the account usually won't be closed unless you ask for it to be.

Something to also keep in mind is if the new RSP connects you on a different port on your ONT. This isn't a transfer, so no alert is generated. Same goes for DSL, if you're connected on another pair instead of a straight transition.

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

Handle9

11386 posts

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#2805796 2-Nov-2021 01:01

timmmay:
2degrees support has always been great with moderate wait times, I wonder if it's like everywhere else they just can't get staff. Put on a headset and stay on hold, they'll get to you.

They were working towards IPO. Standard corporate behaviour is reduce support staff and costs during this period, it makes the books look better.

Linux

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#2805798 2-Nov-2021 04:27

Handle9:
timmmay:
2degrees support has always been great with moderate wait times, I wonder if it's like everywhere else they just can't get staff. Put on a headset and stay on hold, they'll get to you.

They were working towards IPO. Standard corporate behaviour is reduce support staff and costs during this period, it makes the books look better.

@Handle9 2degrees have been doing loads of advertising for new staff the last few months even here on Geekzone

UncleArthur

197 posts

Master Geek

#2855245 23-Jan-2022 18:23

Seems it's still an issue, I'm trying to bring a number to 2degrees mobile, I received a txt earlier today saying that the number transfer had failed, and please call them to resolve..... I've been on hold for 35 minutes so far..... surely, instead of texting me, they could have just phoned and be done with it... anyway </end of rant>

...edit, at 41 minutes I got hung up on... I think I'll cancel and stick with my current provider

Linux

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#2855247 23-Jan-2022 18:33

Did you reply Yes to the SMS to the TCF?

UncleArthur

197 posts

Master Geek

#2855250 23-Jan-2022 18:55

That'll be it, I left the 2degrees sim in the phone

pchs

185 posts

Master Geek

#2856749 26-Jan-2022 16:57

wlgspotter:

I do remember back in the Snap days if and when I had to call them wait times averaging no more than 15 mins - in fact my calls usually gets answered within like 5 mins. Touch wood I don't have to call them often - hopefully it stays this way!

Very different now, there are very few original Snap employees left in the 2degees call center and all management of it run from Auckland.

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