2 Degrees Call Quality

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7 posts

Wannabe Geek

#2796864 17-Oct-2021 23:28

michaelmurfy:

Again guys. The problem isn't related to VoLTE at all. Please stay on topic.

VoLTE has no effect on the cross-network calls at-least in Wellington and other places in NZ. I've also had my sister (in Auckland) complain that since my parents switched back to Spark calls have become very hard to hear them properly. All parties have newer devices and are all on VoLTE. Both my sister and I have iPhones also and we both have VoLTE enabled on our phones.

To really understand the problem you need a phone on either Spark or Vodafone and call somebody on 2degrees. It is super clear cross-network between Spark / Vodafone but to 2degrees it is terrible even with VoLTE. This problem is actually getting worse and not better. I think I am going to be forced off to Spark fully soon because of this.

I came across similar issue where I can't hear the person I'm talking too , they have iphone and also on Spark Network . Now I have seen on android to android phone calling to Spark is good call quality.

I don't know how many others are seeing similar issue . I think this is a 2 degrees side where issue is seen. I'm thinking if this is not fixed say by next year then I will switch providers.

I ca'nt pay if service is not good .

Linux

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#2796921 18-Oct-2021 09:47

@michaelmurfy is 100% correct on what he is saying about Voice quality between SparkNZ and 2degrees but this is going to change shortly and it will be HD+ calling between all networks

michaelmurfy

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#2796926 18-Oct-2021 09:57

I even phoned @Linux back off my Spark sim so he could hear it. So our call was much better than I normally experience but still wasn't in HD. I am thinking as most of my calls are made just before or after Lunchtime when I would assume the peak of calls happen this is where I hit voice quality issues with Spark / Vodafone (due to load on the interconnects - at a guess).

I really wish that somebody from 2degrees would come out and just say what the problem is instead of basically saying that nothing is wrong.

Michael Murphy | https://murfy.nz
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Linux

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#2796949 18-Oct-2021 10:31

michaelmurfy:

I really wish that somebody from 2degrees would come out and just say what the problem is instead of basically saying that nothing is wrong.

@michaelmurfy Could say working as designed, End users will see improvements soon

PaulFindlay

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#2797321 18-Oct-2021 20:27

https://www.stuff.co.nz/technology/digital-living/30012135/high-definition-sound-for-2degrees-calls

Way back when it was highlighted despite launching for 2degrees internal calls, the cross network HD Voice calls were still to come.

I switched from a lifetime with Vodafone (after multiple billing issues) to 2Degrees at the end of 2019. I have noticed this poor quality, to the point I barely understand some callers. I have been happy to see VoLTE finally arrive.. so I don't lose my hotspotting ability if a call comes in.

In the meantime I have been using WhatsApp and other platforms for voice calls.

SarahRykers

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2degrees

#2809751 9-Nov-2021 09:29

Hey everyone, Just received an update on this, which our team continue to work on behind the scenes.

To summarize some of the changes so far, the team has;

Shortened and optimized the call path
Re-organized the hardware capacity
Introduced new type of transcoder
Prioritized the high quality codec

And now we've also enabled a licensed feature recommended by our vendor to further improve call quality!

We’ve now completed all identified changes that can be done on the network.

Plus, Vodafone interconnect was also moved to SIP, HD codec is being preferred there from/to Vodafone mobile.

Spark SIP interconnect will be delivered next year. Call quality to/from Spark mobile can be improved after that.

Cheers,

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

michaelmurfy

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#2809753 9-Nov-2021 09:33

@SarahRykers Thankyou so much for the update. It is great to hear this sort of information as you can see a number of us have been frustrated with the lack of updates / basically saying nothing is wrong. The thing is, I knew something was wrong and I even knew what was wrong but nobody was wanting to admit to it :)

Transparency is the most important thing. I've actually personally noticed calls to Spark have improved over the last week and calls to Vodafone have been pretty good as of late. Keep it up and keep us updated. You've got this!

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ajw

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#2809756 9-Nov-2021 09:37

@SarahRykers

Slightly OT

Is 2D still on track to launch 5G before Christmas. Thanks.

SarahRykers

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2degrees

#2809757 9-Nov-2021 09:41

ajw:

@SarahRykers

Slightly OT

Is 2D still on track to launch 5G before Christmas. Thanks.

That was the original plan, however with the sudden lockdowns we can't guarantee we'll be able to do this. We will however continue to keep you updated here and as soon as I catch wind of any confirmed dates I will let GZ know.

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

ajw

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#2809762 9-Nov-2021 09:43

SarahRykers:

ajw:

@SarahRykers

Slightly OT

Is 2D still on track to launch 5G before Christmas. Thanks.

That was the original plan, however with the sudden lockdowns we can't guarantee we'll be able to do this. We will however continue to keep you updated here and as soon as I catch wind of any confirmed dates I will let GZ know.

Thanks for the update.

eracode

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#2809767 9-Nov-2021 09:50

@SarahRykers - keeping up the @MorganBrowne great service level to GZ. 👍

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Mahon

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Ultimate Geek

#2809871 9-Nov-2021 13:58

SarahRykers:

Hey everyone, Just received an update on this, which our team continue to work on behind the scenes.

To summarize some of the changes so far, the team has;

Shortened and optimized the call path
Re-organized the hardware capacity
Introduced new type of transcoder
Prioritized the high quality codec
And now we've also enabled a licensed feature recommended by our vendor to further improve call quality!

We’ve now completed all identified changes that can be done on the network.

Plus, Vodafone interconnect was also moved to SIP, HD codec is being preferred there from/to Vodafone mobile.

Spark SIP interconnect will be delivered next year. Call quality to/from Spark mobile can be improved after that.

Cheers,

Nice to hear. I still need to point out that for a Telco to allow this degradation of call quality to occur and for so long is beyond me. In addition to continually question that this is in fact an issue I still find amazing...Maybe its silly of me to have assumed that 2 degree staff would have 2 degree service and not notice this...

But, Sarah you have made a fine start. Thank you for the update.

c0ld

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Master Geek

#2809876 9-Nov-2021 14:09

@Mahon I thought you were moving to Vodafone now they have Wi-Fi Calling? Haven't seen a positive post from you around 2degrees in what, over a year? Feels like you're punishing yourself :(

Mahon

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Ultimate Geek

#2809881 9-Nov-2021 14:16

c0ld: @Mahon I thought you were moving to Vodafone now they have Wi-Fi Calling? Haven't seen a positive post from you around 2degrees in what, over a year? Feels like you're punishing yourself :(

Your point is off topic and a little personal.

As you seem so interested...my 2 degrees contract is still in play and I was giving 2 degrees until the end to correct the issues, which they seem to have. I too have noticed a marked improvement when talking to Spark customers, and I believe my prior post ended in a positive note.

CokemonZ

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#2809895 9-Nov-2021 14:24

I also agree

Over the past month or two call quality has dramatically improved.

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