2degrees outage 10/8/2023 and tech support phone lines closed, no information from 2 degrees

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timmmay

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#3114054 10-Aug-2023 10:31

I tried to report the fault online on the "Contact Us" page. It won't let me because it won't recognise my billing address. I've tried different variations, including copying it from my bill.

That's a good way to prevent people reporting faults... close the phone lines, and don't accept faults online.

That's two strikes against 2degrees this year. The first was making it very difficult to renew getting a reasonable deal that new customers get automatically. Services is going downhill quickly. They really don't want to keep their customers it seems.

xpd

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#3114067 10-Aug-2023 11:07

When I worked for a certain large ISP, whenever there was an outage, the phones would go nuts... which would then kill the phone system.... so people would take to sending faxes, which tied up the fax line, others would email us, which would come in thick and fast we couldn't keep up so didn't bother replying. So total comms outage :D

Was more fun when we were in a different building for a few months, connected via a wireless link..... that link went down one day for about 5 hours - so no internet, phones, emails for the contact center :D Was a great day ;)

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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cddt

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#3114071 10-Aug-2023 11:11

xpd:

When I worked for a certain large ISP, whenever there was an outage, the phones would go nuts... which would then kill the phone system.... so people would take to sending faxes, which tied up the fax line, others would email us, which would come in thick and fast we couldn't keep up so didn't bother replying.

Should be SOP for an outage to be documented on the "outages" page of the website though. Seems to be missing here.

toejam316

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#3114077 10-Aug-2023 11:24

If the outage is bad enough, the people who can provide that information might be too busy to do so. It happens.

Anything I say is the ramblings of an ill informed, opinionated so-and-so, and not representative of any of my past, present or future employers, and is also probably best disregarded.

andysh

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#3114078 10-Aug-2023 11:26

All OK here in Auckland and at another location in Tauranga. Both locations set up for IPv4 only.

Referrals:

Tesla: https://ts.la/andrew897313

Sharesies: https://sharesies.com/r/XRGS77

Bluntj

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#3114087 10-Aug-2023 11:42

If 2degrees want to be the most expensive ISP (300/100 anyway) they need to up their game. I dont expect them to answer the phone for a large outage, but they need to keep their website updated. Very disappointed with these guys now. Time for a change me thinks :P

jnimmo

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#3114363 10-Aug-2023 20:47

Yep was down this morning Wellington region also, disappointing to not bother updating the outages page.

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Trade NZ and US shares and funds with Sharesies (affiliate link).

quickymart

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#3114829 11-Aug-2023 20:46

Well, that escalated quickly. Who was that person anyway? They sound awfully triggered.

freitasm

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#3114830 11-Aug-2023 20:49

That person has been banned because we don't need shitty behaviour here.

Posts were removed.

Stu1

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#3115392 13-Aug-2023 19:29

They have been pretty frustrating lately. Chrous conducted work last week in the surburb taking internet out for several hours. One and Spark gave notice to their customers, 2 degrees no notification over an hour weight time to get hold of anyone . Finally get through they blame chorus ring Chorus they advised 2degrees we’re informed . I ended up using my phone data to
Keep working but not everyone has that option.

Benoire

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#3115394 13-Aug-2023 19:46

Stu1: They have been pretty frustrating lately. Chrous conducted work last week in the surburb taking internet out for several hours. One and Spark gave notice to their customers, 2 degrees no notification over an hour weight time to get hold of anyone . Finally get through they blame chorus ring Chorus they advised 2degrees we’re informed . I ended up using my phone data to
Keep working but not everyone has that option.

I'd echo that, we had two chorus outages a week apart that took out most of Titirangi and there was no update at all from 2degrees and my fault logging was not sucessful at the time with 2degrees finally replying about 4 days later.. Updates when outages occur is critical for people working from home so we can understand when to shift to mobile data or let the company know we are going to be out of action for a period of time.

ConradB

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#3118343 21-Aug-2023 00:24

10 days after I logged the fault with 2 Degrees, they got back to me on Sunday the 20th:

Thanks for your email.

Apologies for the delay in response. It looks like the issue resolved itself not long after you emailed, as I see your connection is online and data traffic appears uninterrupted.

If you are still having issues and require urgent assistance, please give us a call on 0800 022 022 (option 9).

Kind regards,

So I guess they have a heck of a backlog.

Benoire

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#3118348 21-Aug-2023 05:42

Yep I got the same email after the last chorus outage that took out the Titirangi area. It's the worst delay in responding I've ever had since I joined snap in 2010!

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