2Degrees Call Centre...........

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sir1963

3261 posts

Uber Geek

Subscriber

#3103464 12-Jul-2023 21:38

DjShadow:

marmel:

Currently on hold and about to give up. Trying to give 2Degree's some more of my money and move my family to a group plan, call is now at 58 minutes and going.......

It was answered by someone who said she would have to transfer me to sales, that was about 20 minutes ago.

No callback option, no chat function, they often don't respond to emails at all. I'm seriously wondering why a company makes it so hard to do business with them.

Now contemplating just going with VF instead as pricing is very similar between the two.

IMO Contact Centres could save a lot of money in 0800 charges if they implemented a call-back system, or even introduce a "book a call" feature in their websites...

Back in the day (speaking from experience of working in a contact centre) there was a 80/20 rule (answer 80% of calls in 20 seconds), can tell that idea went out the door...

Making you wait at your cost of time is cheaper for them than employing more staff. And the cost of the call will be minimal.

I gave up after waiting with 2 people ahead of me in the queue for 25 minutes.

"your call is important to us"....ROTFLMAO... if that were true you would hire more staff

"Experiencing a high number of calls"....now why does that happen every time.... Hire more staff

Bluntj

556 posts

Ultimate Geek

#3103466 12-Jul-2023 21:42

I got through today after about 40mins to a South African call centre and I struggled to hear or understand a thing she said. The background noise of other call personnel was really bad. Whole thing was a waste of time.

Yesterday was 2 hours wait but I got a NZ technician who was very good.

Graymond

145 posts

Master Geek

#3107991 25-Jul-2023 18:04

I have often wondered about the increasing number of users having problems with 2Degrees call centres, as in the past I have found them very good, been with them from when they started in the Eastern Bay of Plenty.

Recently they replaced my Fritz!Box 7490 (Having connection problems) with a 7590...

It would not connect to our FritzPhones, got that sorted, now it has the fon/dect LED flashing and will not connect to the net via Ethernet cable, ok on Wi-Fi.

So call them 0800 number on two days, waited 38 mins the first day, was still way down the queue, so I hung up, second day waited 39 minutes, was 10th in the queue, I hung up.

I have the feeling that with all the take overs that they have done in recent times, they have not allowed for the increase in problems that quite often occurs with new customers.

But then they are now an Australian company with American backing, $$$$ come first, it seems to be the trend nowadays, was on hold with a very large Postal company the other day and was told I was 72 in the hold pattern.

If 2Degrees do not improve then I may have to look at another ISP

cokemaster

Exited
4929 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#3108051 25-Jul-2023 18:56

But then they are now an Australian company with American backing, $$$$ come first, it seems to be the trend nowadays, was on hold with a very large Postal company the other day and was told I was 72 in the hold pattern.

Unfortunately it has little to do with who owns it and more to do with Two Degrees moving from a market disruptor to an established corporate mass-market provider. There are other [smaller] providers who offer better service and better support but may charge a premium for that service. All of the big three will have or have had cost exercises where they've tried to digitalise processes, cut staff costs, reduce service levels for contact centres, introduce surcharges, remove prorated services, introduce 30 notice periods, change monthly packs to 28 days etc.

I am surprised that Two Degrees has allowed the wait time issue to continue on this long however. With the logical consolidation of brands, I don't think they'd want an inability to provide quality customer service to be attributed to their main brands. Their peers have taken customer service on the chin with mixed degrees of success.

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Graymond

145 posts

Master Geek

#3109439 28-Jul-2023 21:44

No help from Call centre, so all you gurus out in geekland, can you help this elderly geek with regards the following from AVM,

"The Fon LED flashes at constant intervals, indicates that there are new voice messages in the mailbox made available by your internet telephony provider.

Since the mailbox is a service is made available by your internet telephony provider, refer to your provider for further information."

Okay, checked mailbox on router, nothing !

Am I missing something ??

Regards to all who assist

michaelmurfy

meow
13249 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#3109440 28-Jul-2023 22:21

Graymond: Since the mailbox is a service is made available by your internet telephony provider, refer to your provider for further information."

Okay, checked mailbox on router, nothing !

Am I missing something ??

Have a look here: https://www.2degrees.nz/help/landline-help/getting-started/set-up-your-2degrees-home-landline

Voicemail is included free of charge with our Home Phone Plus service. With Home Phone Basic, you can choose to add Voicemail for $8 per month.

To access your Voicemail with Home Phone Plus, simply dial 456 and you can manage your Voicemail and messages. In addition, you can log in to Your 2degrees Broadband and use Home Phone Plus Manager by going to Home Phone Plus > Phone settings to manage your call settings.

If you're using Voicemail for the first time on Home Phone Basic, please dial 083210, enter your temporary PIN of 1234 and then follow the instructions.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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Opinions are my own and not the views of my employer.

Graymond

145 posts

Master Geek

#3109511 29-Jul-2023 12:33

Thanks Michael, that was the problem as I had never used the ISP set up voice mail on the old router, have set it up and cleared mail, once again, thanks.. now to sort out why my ethernet is not connecting..

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