Fibre Down - Customer Support can't help support me

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Fibre Down - Customer Support can't help support me

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lxsw20

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#3043554 1-Mar-2023 12:24

For 99% of customers they probably just push the change out to the router, so they wouldn't have to do anything.

What they should have in there is something along the lines of "If you're using a non 2D router, then see www.xyz.com for new settings.

xpd

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#3043581 1-Mar-2023 14:03

Yeah, they just assume you're using their supplied router - if you're swapped it out, then how they meant to know, and hope you know what you're doing :)

The joys of being a geek ;)

XPD / Gavin

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Behodar

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#3043640 1-Mar-2023 15:06

They may not know on a per-customer basis, but they should have some awareness that some people will have their own hardware. Particularly when they were a bit "geeky" in the Snap days.

diablo2nd

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#3043646 1-Mar-2023 15:21

Given they are pushing out settings to customers - surely they would have a record of receipt (of settings), or a record of systems being online/available post push?

lxsw20

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#3043694 1-Mar-2023 16:44

What would they do with it? It's not practical to contact every customer that the update didn't go through for. It's a given if you're using non ISP gear then you need to support that yourself.

diablo2nd

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#3043697 1-Mar-2023 16:51

an automated email to the account holder? something like...

-----

Hey we changed some things - if your stuff is broken - check this page that shows the current requirements for BYO hardware

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

alavaliant

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#3043736 1-Mar-2023 17:44

I'm slightly confused here. I thought from discussion previous threads that the vocus stack that 2degrees users are being migrated to. Is supposed to be dual stack dhcp or pppoe, so if that info is correct, on paper being migrated shouldn't break existing devices setup for pppoe....

I wonder if there is a slight change in what pppoe settings are accepted on the vocus stack vs the snap stack that people are being migrated off?

diablo2nd

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#3043743 1-Mar-2023 18:34

That could be the case - as per my first post - I experienced a minor outage the day prior to this happening, but it self rectified (with a bit of a kick onthe ont which i assume did some kind of line reset/establishment.

Its feasible something broken on there end with the migration, then started working again, then broke again.

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