Terrible 2Degrees Customer Service Experience

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Terrible 2Degrees Customer Service Experience

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MikeB4

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#1197404 14-Dec-2014 20:38

SaltyNZ:
KiwiNZ:
SaltyNZ: Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

In your professional opinion and experience what is the best route to resolution?

Start with simply resubmitting. It can't make it worse, and if the problem was incorrect details entered then it will probably go through the second time. Failing that, the 2degrees and Skinny/Spark porting teams will need to sort it out between them.

Unfortunately, the frontline CSRs at either end cannot help with this.

I would support this given where Salty works and his demonstrated experience on these forums

ryanhunt

28 posts

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#1197438 14-Dec-2014 21:16

KiwiNZ:
SaltyNZ:
KiwiNZ:
SaltyNZ: Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

In your professional opinion and experience what is the best route to resolution?

Start with simply resubmitting. It can't make it worse, and if the problem was incorrect details entered then it will probably go through the second time. Failing that, the 2degrees and Skinny/Spark porting teams will need to sort it out between them.

Unfortunately, the frontline CSRs at either end cannot help with this.

I would support this given where Salty works and his demonstrated experience on these forums

Great, thanks for the responses and I agree, I had actually hoped he would be involved in this thread as I had seen him be very active in trying to find a resolution on other similar threads.

I doubt it is the something as simple as the fact that the sim number not being entered correctly, not because I think I couldn't have, but because the supervisor I spoke to today had me re-read that sim number to him. However if there is no harm in resubmitting then I will go ahead and do just that. Will update this thread if I make any progress.

hyperman

418 posts

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#1197564 15-Dec-2014 08:55

ryanhunt:
KiwiNZ:
SaltyNZ:
KiwiNZ:
SaltyNZ: Not necessarily. It could have failed for a lot of reasons, some of them your fault: for example, typing the wrong SIM number. You could just wait for the porting team if you prefer.

In your professional opinion and experience what is the best route to resolution?

Start with simply resubmitting. It can't make it worse, and if the problem was incorrect details entered then it will probably go through the second time. Failing that, the 2degrees and Skinny/Spark porting teams will need to sort it out between them.

Unfortunately, the frontline CSRs at either end cannot help with this.

I would support this given where Salty works and his demonstrated experience on these forums

Great, thanks for the responses and I agree, I had actually hoped he would be involved in this thread as I had seen him be very active in trying to find a resolution on other similar threads. I doubt it is the something as simple as the fact that the sim number not being entered correctly, not because I think I couldn't have, but because the supervisor I spoke to today had me re-read that sim number to him. However if there is no harm in resubmitting then I will go ahead and do just that. Will update this thread if I make any progress.

do take into consideration that sim numbers are 18 digits long and I know for a fact that telecom/spark/skinny quite often don't print the network portion (6405) on the sim
I have had another staff member submit a port without this multiple times, finding it keep failing

The views expressed by me are not necessarily those of my employer

ryanhunt

28 posts

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#1197567 15-Dec-2014 08:59

Thanks for the heads up, just checked mine and it's the full 18 digits.

Unbelievable that you had a rep that didn't know how long a sim number should be!!!

ryanhunt

28 posts

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#1197593 15-Dec-2014 10:06

So, got an email from 2degree's mobile this morning apologising profusely and telling me the number port will go through around 10.30am today. So that is something, fingers crossed there are no more issues.

Upon pressing them further for an explanation they preceded to lay the blame upon skinny mobile - whether that is the case or not, I dont know.

I was told on Saturday that Skinny had released the number and it wasn't working at 2Degrees end... It is this lack of information and misinformation that really drove me crazy through this whole process. If I had a straight answer at the start of this whole thing I would of been OK with waiting.

All in all, it seems the squeaky wheel gets the grease really, after being told yesterday that I may have to wait till Thursday for this issue to be sorted, they seemed pretty quick to jump on it first thing this morning - likely a result of posting via their social media sites, here, and emailing their complaints line.

They will look into the service I received so hopefully it can lead to some improvement in the future, although I am gonna be a pessimist on this one and assume nothing will change.

I still have 2 more number transfers to complete and I have told 2Degrees if I receive the same level of service after initiating these transfer requests I will be cancelling my account and we will take our business elsewhere.

Will update when number transfer is completed, hopefully shortly.

ANglEAUT

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#1197870 15-Dec-2014 15:49

ryanhunt: ...the the number port will go through around 10.30am today...

Did the port go through? Are you now using your 027 number again?

I guess we'll never know the genuine truth about the failure.

ryanhunt

28 posts

Geek

#1197941 15-Dec-2014 16:53

Yes, number transfer went through around 11am. 2Degrees told me they would call with a detailed breakdown of what occurred. I am still waiting for that call. Got a call from a private number this afternoon but just heard voices in the background for 20 seconds or so and then they hung up... Guess that was my detailed breakdown!

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2degreesCare

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#1197950 15-Dec-2014 17:07

Hi Ryan, yes it was me and I've just PM'd you.

Cheers
^POB

ryanhunt

28 posts

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#1197963 15-Dec-2014 17:27

Ok so, as stated above I have received a message from 2Degrees with a breakdown of exactly why the number port failed. If anyone is really interested to read this I am more than happy to PM it through to them but in the interest of keeping it short on here I will summarise what I have taken their response to mean.

Basically, they are blaming Skinny mobiles slow response to the number port, combined with their short technical support hours, resulting in the request timing out. While I can see this as a likely situation given how I understand Skinny to operate, this does highlight some major flaws on 2Degrees end. They do not seem to have efficient communication between their frontline customer service representatives and the actual technical support staff, or as 2D calls them the "provisioning team".

All along here my main issue has not been the length of time the number port took, but the lack of information available as to what the real issue was, and some of the plain rude customer service reps I spoke with. I am glad a 2Degrees rep messaged me via their Facebook page after I posted there and I am sure this is what resulted in the issue being sorted this morning rather than later in the week as I was previously told.

Fortunately, they have said that number ports should go much more efficiently if from Spark/Vodafone, so fingers crossed the next couple I have to do go without a hitch. If anyone has any more questions about this issue I am happy to answer them and hopefully this thread can help people considering making the switch to 2Degrees to make an informed decision.

So much for keeping it short.....

2degreesCare

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#1198017 15-Dec-2014 19:05

Just to confirm, porting between all network providers usually takes 2-3 hours, however it can take longer. No provider can guarantee every port going through in that time. In Ryan's case there were a couple of hiccups that delayed the issue, we acknowledge his frustration with this but stress it is a rare occasion.

Frontline staff do not have the tools as our Provisioning have to see the exact cause of the delay. Porting info is sensitive stuff and we prefer to leave it to the Porting teams to iron out any issues. Unfortunately if there are issues over the weekend it may take till Monday to get resolved, as was the case here.

In short and for future reference and unless you are porting between us, Spark or Vodafone we advise doing it in normal working hours between Monday-Friday.

Cheers
^POB

connector

30 posts

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#1200019 18-Dec-2014 15:41

having worked for a few telcos in my time i can tell you the porting teams almost always have huge queues, that's why there is a wait to get a number ported and isnt instant. if either of them have a backlog due to someone off sick / technical issues (ie something goes down) it can delay ports.

most teams only work mon-fri so if you request it on a friday night don't expect it to be done by sat as 2degrees have said. It's really universal across all telcos, if you want your number to be ported ASAP request it early in the working week

/rant

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