Inbound International Text Don't Arrive From US

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moshpit77

40 posts

Geek

#252393 1-Sep-2009 20:14

Hmmm

Nearly 3 weeks later I just got this message from 2degrees 'customer service'

""If you are able to send text messages to Ireland but they cannot send to you then the issue will be with their provider. Please can you ask your family to raise it their end? Unfortunately as this is not a fault with 2degrees we are unable to fix it."

They already have contacted their provider and everything is fine at their end.

Now, wouldn't you expect that if you can send a text to a country you should be able to receive back, and if not then you should be told that in any advertisement advertising international texts for 9c, knowing that no customer is going to switch over if they knew people could not reply?

Hiding information like this is clearly against the codes of advertising in this country.

Time to lodge a complaint with the Advertising Standards Authority methinks...

nzbnw

2374 posts

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Spark NZ

#252400 1-Sep-2009 20:50

moshpit77:
Now, wouldn't you expect that if you can send a text to a country you should be able to receive back

No.

For TXT messaging to work out of the blue, a two way agreement is required with the two carriers concerned. However there after agreements other than 'two way'.

Agreements (Telecom NZ define them best):

Two way means overseas users can initiate to and receive a text from New Zealand.

One way means you can text to a mobile in that country, but they can't reply.

One way with reply path means you can text to a mobile in that country, but they can only reply to one you send (within 2 days of you sending the initial text).

Clearly we can see Telecom publicly supply this information to their customers. Not sure of VF, however we don't seem to hear the same complains about VF and Telecom.

nzbnw

moshpit77

40 posts

Geek

#252407 1-Sep-2009 21:29

that may be so, but the average consumer would not know this so anybody tempted to join 2degrees by the offer of 9c international texting would reasonably expect to be able to receive a reply, especially as it seems the countries people are having trouble getting replies from (e.g. USA, Ireland, UK) are some of the main countries which have ex pats living in NZ who would be tempted by this offer

My contention will be that, by omission, 2degrees seek to deceive some customers into signing up while knowing they will not be able to receive texts, therefore breaching rule 2 of the code of ethics:

"Advertisements should not contain any statement or visual presentation or create an overall impression which directly or by implication, omission, ambiguity or exaggerated claim is misleading or deceptive, is likely to deceive or mislead the consumer, makes false and misleading representation, abuses the trust of the consumer or exploits his/her lack of experience or knowledge."

slippers

193 posts

Master Geek

#254931 11-Sep-2009 04:03

Who says they know?

If everything is setup properly on one end and has been tested.... then they're only gonna know about it if someone tells them eh...

I doubt they are claiming to fully service partners unless they think they are..

SaltyNZ

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2degrees

Lifetime subscriber

#254943 11-Sep-2009 07:38

People, it is being worked on. Seriously! :-)

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

johnr

19282 posts

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Inactive user

#254947 11-Sep-2009 08:07

Minaithnir2005: i have reported to 2Degrees that Verizon (US) cannot text or call 2D numbers

The person in the US should be contacting there provider they are the ones paying for the calls

CruciasNZ

879 posts

Ultimate Geek

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#254960 11-Sep-2009 09:27

i was contacted by 2Degrees and they are talking with Verizon about it, i have a reference number with the promise to call me when its sorted. They (2D) have been very polite and professional about this, makes a change from vodafone

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moshpit77

40 posts

Geek

#254962 11-Sep-2009 09:36

It seems some people are getting better customer service than I did - the email they sent me basically said, in not so many words, it's not our problem go and sort it out yourself

SaltyNZ

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2degrees

Lifetime subscriber

#254972 11-Sep-2009 10:31

moshpit77: It seems some people are getting better customer service than I did - the email they sent me basically said, in not so many words, it's not our problem go and sort it out yourself

Erm, yes and no. We are chasing these issues as aggressively as we can. But New Zealand is a tiny country, and we are the newest, smallest operator in it.

However just as we take your issues seriously, the international carriers will take their customer's issues seriously so it's more likely to produce results if the international subscriber complains to their carrier at the same time that we do. On the other hand, it's also possible that their customer services people will point the finger back at us because (see above).

Can't really make it any clearer than that.

If you want to PM me your local and foreign number details I'll see if I can get some joy on that for you, but we are trying to concentrate on fixing the wider issue, once and for all.

iPad Pro 11" + iPhone 15 Pro Max + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.

2degrees

178 posts

Master Geek

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#256057 16-Sep-2009 11:06

As Salty says we are working hard on getting every mobile carrier to connect the dots back to 2degrees.

All of the top 21 countries have more than one mobile phone network. You can CALL ALL these networks, but some of them haven't yet joined up the wires at their end to receive texts from 2degrees or to send texts to 2degrees.

To make it easy for our customers to see who is connected we've produced a list of networks in the top 21 countries that we know have done their bit for texting.

http://www.2degreesmobile.co.nz/texting-with-people-overseas

We update the list regularly so if the carrier your friend is on is not on this list then please contact our team on 0800 022 022 so we can chase them to get a resolution.

Cheers!
2degrees

www.2degreesmobile.co.nz

CALL FREE 0800 022 022

EMAIL: info@2degreesmobile.co.nz

openmedia

3329 posts

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#256114 16-Sep-2009 13:22

Interesting that the UK is missing Vodafone which is a network I'm trying to reach. Voice is fine but no texts work.

Generally known online as OpenMedia, now working for Red Hat APAC as a Technology Evangelist and Portfolio Architect. Still playing with MythTV and digital media on the side.

2degrees

178 posts

Master Geek

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#256117 16-Sep-2009 13:28

Yep - we're having a problem with Vodafone UK. Their customers can receive our text messages but are not able to send them back. We are in discussions with them about enabling this at their end and we'll update the list as soon as it is sorted.

Cheers!

www.2degreesmobile.co.nz

CALL FREE 0800 022 022

EMAIL: info@2degreesmobile.co.nz

CruciasNZ

879 posts

Ultimate Geek

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#256127 16-Sep-2009 14:19

I love this idea (list) well done 2Degrees, really well done. Now just to get my US friends to spam Verizon!

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moshpit77

40 posts

Geek

#256213 16-Sep-2009 17:08

Good to see that list. Would've been helpful weeks ago though! Is the problem with Vodafone UK the reason why Vodafone Ireland is not on the list either? I can also send texts to them but can not receive.

2degrees

178 posts

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#256234 16-Sep-2009 17:44

moshpit77: Good to see that list. Would've been helpful weeks ago though! Is the problem with Vodafone UK the reason why Vodafone Ireland is not on the list either? I can also send texts to them but can not receive.

Yes Vodafone Ireland is the same. Our customers can send and your friends can receive, but they are currently unable to text you back.

Happy to say though that Vodafone India, Vodafone Germany and Vodafone Fiji work - so it's not common across the whole Vodafone group.

We're updating the list all the time, but if you have a particular issue with friends on a carrier in the 21please let us know via: info@2degreesmobile.co.nz or raise it as an issue with the team at the call centre and we'll let you know what the status is with it.

Cheers!

www.2degreesmobile.co.nz

CALL FREE 0800 022 022

EMAIL: info@2degreesmobile.co.nz

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