2degrees not looking after existing customers - difficult / impossible to recommit to plan online

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees not looking after existing customers - difficult / impossible to recommit to plan online - misleading pricing in customer portal

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timmmay

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#3089285 13-Jun-2023 09:49

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That is no good the customer service rep I spoke to yesterday was great and sorted it on the call

I asked if I could get the deal on the website, she said she'd have to talk to a different team. I asked if I could simply renew the current deal, she said no best to talk to the other team.

Linux

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#3089296 13-Jun-2023 10:28

Try calling back you might get another rep and say you would like it sorted today

alasta

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#3089298 13-Jun-2023 10:40

Some time ago one of my colleagues told me that he changes providers every year to take advantage of discounts for new customers. It seems like a huge hassle to me, but maybe less hassle than fighting your current provider for the best deal.

Stu

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#3089358 13-Jun-2023 11:30

timmmay:
I do generally like Spark. How's the router they use? I use PiHole so I need to delegate DNS and DHCP, and I think I have a couple of port forwards.

Looking at Spark plans it'd be $90 a month plus $15 for a static IP for a total of $105, which is $30 a month more expensive than 2 degrees on a 12 month commitment - if I could get one arranged. So 2 degrees is well priced if you can put up with their poor customer service.

It hasn't arrived yet! Still in the process of moving. Port 2 on the ONT is already live, but haven't had a chance to reconfigure the old modem to suit. Still running on Port 1 with EK.

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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timmmay

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#3089455 13-Jun-2023 13:43

I called again and had a different person answer - maybe they have more than one person answering the phones 😉 This person gave me the website deal but without the prezzy card deal which was totally fine. 40 minutes on hold, not ideal but not a fine problem as I have a headset, 5 minutes talking to him, done.

2degrees, how about making this easier? Let us refix online so we don't have to spend more than an hour on the phone taking to multiple people who each tell us different things doing this trivial task.

ANglEAUT

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#3089798 13-Jun-2023 22:40

timmmay:

... You might lose fewer customers if you make it stay with you and get a decent deal. Even better, proactively tell people their commitment is expiring and let them sign up to a new one online without having to call you. ...

Too late. I moved to another provider. They don't seem to reward long term customers & I don't want to deal with this type of service any more.

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mattwnz

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#3089801 13-Jun-2023 23:19

alasta:

Some time ago one of my colleagues told me that he changes providers every year to take advantage of discounts for new customers. It seems like a huge hassle to me, but maybe less hassle than fighting your current provider for the best deal.

One issue is that people may end up paying for an extra month if they do this due to the overlap and many providers seem to have a 1 month minimum notice. Then there is the issue over modems and whether a free one, such as the one Skinny and spark provides, will continue to work with another provider without too much hassle.. But it isn't good that they provide new customers with a better deal than existing customers. Currently with Skinny and they do this too and looking at switching as a result.

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loceff13

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#3089804 13-Jun-2023 23:51

alasta:

Some time ago one of my colleagues told me that he changes providers every year to take advantage of discounts for new customers. It seems like a huge hassle to me, but maybe less hassle than fighting your current provider for the best deal.

We churn Power, Fibre and Gas every 12 months and save atleast $800 each year over normal prices. Easy savings for 3 phone calls, you don't get discounts passed on for being loyal longterm.

If you just use the barebones services(internet connection/phone) and not the extras(email, vod packages etc) then it's pretty painless to switch at will. ISP's keep some customers decades because people don't want to lose their ISP supplied email address as it's too hard for them to use a free service and arrange to update everything. My mother was paying $30/mo more to an ISP for that reason for years.

stocksp

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#3090112 14-Jun-2023 20:01

Ive sent them an email. if they say no - I'll just switch (despite having been with them since fibre was available at my address)

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#3090119 14-Jun-2023 20:14

stocksp:
Ive sent them an email. if they say no - I'll just switch (despite having been with them since fibre was available at my address)

You are far better off calling!

stocksp

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#3090135 14-Jun-2023 21:15

Linux:
stocksp:

Ive sent them an email. if they say no - I'll just switch (despite having been with them since fibre was available at my address)

You are far better off calling!

I'm not sure my time is worth it. I tried but gave up after 20 mins. They can respond or lose a customer. Easy to switch.

hads

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#3090480 15-Jun-2023 21:23

I just churned 2degrees UFB (been a customer since Snap) and am moving three SIMs becuase they wouldn't extend me the same deal as a new customer. I went to a shop, talked to CSR and "Management" who reiterated many times it was only for new customers, then tried to tell me it was a "risk" moving to another provider.

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