Question - how many people aren't able to call 2Degrees customer support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Question - how many people aren't able to call 2Degrees customer support

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36 posts

Geek
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#3002652 28-Nov-2022 14:54

Last week around 5pm, 2 to 3PM on Monday, and got through on Sunday morning only to be hung up on after the rep appeared not to hear me via my 2degrees mobile...

All Broadband queues are closed - Sales, Technical support etc. Have gone through most of the different IVR menu options to see if I can talk to a human, to no luck.

Feeling a little foolish that I've just gone and signed up for another 12 months. Would happily give back their promotional bits to escape without a termination fee.

Have an issue currently where Enable appears to have opened up the tap on my speeds, but 2Degrees hasn't done their part based on my 300/400 speedtest recently.

Overall, a very poor experience going through the process of running through a menu, entering my account number, all to be hung up on, regardless of how polite the voice recording is. =/

Valcor

97 posts

Master Geek
+1 received by user: 37

#3002656 28-Nov-2022 15:16

Scholarly:

Last week around 5pm, 2 to 3PM on Monday, and got through on Sunday morning only to be hung up on after the rep appeared not to hear me via my 2degrees mobile...

All Broadband queues are closed - Sales, Technical support etc. Have gone through most of the different IVR menu options to see if I can talk to a human, to no luck.

Feeling a little foolish that I've just gone and signed up for another 12 months. Would happily give back their promotional bits to escape without a termination fee.

Have an issue currently where Enable appears to have opened up the tap on my speeds, but 2Degrees hasn't done their part based on my 300/400 speedtest recently.

Overall, a very poor experience going through the process of running through a menu, entering my account number, all to be hung up on, regardless of how polite the voice recording is. =/

Might be time for Fair GO ;)

Or Consumer NZ because it does seem like a breach of contract when you can't even get hold of your provider over several days.

I would rather be in a queue for 10 hours than be booted out of a queue and then play call up lottery if you will insta-culled and told to try again later.

decibel

335 posts

Ultimate Geek
+1 received by user: 224

#3002657 28-Nov-2022 15:17

I had a similar problem with delay last week - oh! but my call was important and they were incurring an unusually high number of calls. Yeah, right!

I got around it all by dropping in to their Masterton shop where the guys called the secret number (you know, the one which gets answered straight-away) and all was quickly resolved.

Worked OK for me BUT I should NOT have had to do this. !!

antoniosk

2383 posts

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#3002674 28-Nov-2022 15:59

michaelmurfy:

I had issues with my mobile account and have been unsuccessful contacting support. Eventually just popped into a store and had my issue resolved in a few minutes.

It'll be great if the contact centre issues can be resolved.

I ended up going into the store outside old BNZ centre in Wellington and matter was sorted in mins. But the process of getting to that stage was carpet chewing bad - and as the team here know I’m a patient person who barely complains 😌

Keeping HFC on house just in case.

________

Antoniosk

empacher48

376 posts

Ultimate Geek
+1 received by user: 283

#3002734 28-Nov-2022 16:36

It’s great when you live somewhere and the nearest 2degrees shop is an hour’s drive away.

The reason I left them was because I tried to do something over the phone, but got told I had to go in store.

Other telco’s seem to do the same over the phone without issues.

Not looking forward to being forced into esim on devices and having to go in store to get them set up.

Inphinity

2780 posts

Uber Geek
+1 received by user: 1184

#3002761 28-Nov-2022 18:49

I have just gone in to treating them as if they don't have a call centre mode. It is impossible. And having dealt with AirNZ quite regularly over the past year, who have also been terrible, 2D are the only company that I would put in the same ballpark of impossibility to contact. Doesn't seem to matter what time of day I try, no success. By success, I would deem getting to a person in <30minutes success. Usually I don't even get far enough to get told where I am in the queue. Going in-store is the only way to get service out of 2d, and that's not really convenient or practical a lot of the time.

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msukiwi

2443 posts

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#3003089 29-Nov-2022 13:05

Email sent (And confirmation email received) to 2D on Saturday still has not received a reply!

(Short version - Phone went flat after over an hour On Hold - so I emailed them)

I wonder what the email response time is at present?

HellraiserNZ

112 posts

Master Geek
+1 received by user: 25

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#3003139 29-Nov-2022 15:33

So the chorus guy never shows up at the time slot allotted to me by 2degrees over the phone.

Tried to call Chorus and they said sorry can’t help you, call 2degrees.

Couldn’t get into the queue at 2degrees all day.

Finally at 245pm got into queue and was dropped at the 30 min mark.

Entered back into queue and waiting.

I think I might filing a complaint wherever I can maybe even omsbudman.

-K

panther2

385 posts

Ultimate Geek
+1 received by user: 143

#3003143 29-Nov-2022 15:49

I cannot get through to them either asked for a call back via messenger that they have read and replied to. Tried multiple times over last couple days and just says they are closing the queue.

I assume I'll need vdsl login info to get my current skinny modem to work once I'm connected on the 1st

alasta

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#3003145 29-Nov-2022 15:57

For those of you stuck in term contracts, I would have thought you would have grounds to terminate the contract on the basis that they aren't delivering the service and can't fix it because they won't talk to you.

quickymart

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#3003161 29-Nov-2022 16:33

HellraiserNZ: So the chorus guy never shows up at the time slot allotted to me by 2degrees over the phone.

Tried to call Chorus and they said sorry can’t help you, call 2degrees.

No point calling Chorus, 2degrees is your provider, they need to sort it out with Chorus for you and rebook a tech (if required).

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rugrat

3142 posts

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#3003218 29-Nov-2022 17:48

alasta:

For those of you stuck in term contracts, I would have thought you would have grounds to terminate the contract on the basis that they aren't delivering the service and can't fix it because they won't talk to you.

You’d have to get through to them first to terminate the contact. If you can get through to terminate contract then they are talking to you. Catch 22.

‘I have about year on contract, but wow, if it still like this I may need to consider going to Skinny $65 a month with $26 or higher prepay plan.

I am pretty sure the only reason Skinny exists is because of 2degrees coming onto the market, so would rather not.

I switched to Skinny mobile because of a technological problem where for some reason iPhone 6 wasn’t playing nice with 2degrees, kept dropping to 3G on data clock, yet with Skinny it never dropped a beat on data binge. In the past, new phone now but wasn’t going to change back as Skinny as been 100% reliable.

When last rang, 2degrees taking about an hour, had phone on speaker, had it charging and just played some card games on iPad while waiting for answer. But not answering at all and disconnecting calls is another thing again.

I’ll be sad if leave as 2degrees broadband has been near 100% reliable, only gone down with maintenance stuff, and back up pretty quick.

alasta

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#3003278 29-Nov-2022 18:40

rugrat:

alasta:

For those of you stuck in term contracts, I would have thought you would have grounds to terminate the contract on the basis that they aren't delivering the service and can't fix it because they won't talk to you.

You’d have to get through to them first to terminate the contact.

No you don't. Just look them up on the companies office site and send a formal letter to their registered address.

HelplmChoking

7 posts

Wannabe Geek
+1 received by user: 1

#3003301 29-Nov-2022 19:17

Definitely suffering for this issue. Just tried my 7th call in the last 3 days (still stuck at 100mbps awaiting actual provisioning after nearly 2 months) and while I usually sit on hold for an hour or so before having to do something else, this time I just got a "queue is closed, try again later" message.
I get they're busy, but they could have at least responded to my support email nearly 4 weeks ago by now

msukiwi

2443 posts

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#3003322 29-Nov-2022 20:14

HelplmChoking:.....I get they're busy, but they could have at least responded to my support email nearly 4 weeks ago by now

Thanks for that bit. At least I know what to expect the minimum response time to be to my email will be!

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