Planned 2Degrees system outage

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Planned 2Degrees system outage

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9119 posts

Uber Geek

Subscriber

#1725762 24-Feb-2017 16:56

Got my tablet to work via using my gmail address. But now the system seems down as neither phone of tablet can get in.. I should be able to manage both SIMs via the one account surely..

Regards,

Old3eyes

rugrat

3106 posts

Uber Geek

Lifetime subscriber

#1725771 24-Feb-2017 17:11

I keep getting a connection failure occurred. Have updated mobile application, but can't get in to set up email address. Use to login using mobile number as ID.

surfisup1000

5288 posts

Uber Geek

#1725781 24-Feb-2017 18:13

Long upgrade.... I've been involved in a number of complete billing system changes and the most we have allowed for outages is a weekend. And perhaps some delayed event loadings.

Takes a lot of planning and costs a heap, but thats what you do.

GEOMAX

450 posts

Ultimate Geek

#1725922 24-Feb-2017 21:00

bad to worse... they could sure use some configuration and business experts right now and less IT experts.

Update: 7.15pm

We’re having some issues – our call centres are experiencing heavy call volumes and we’re very sorry about the unusually long wait times. We know this is really frustrating, but we’re working right now to fix problems with the 2degrees App, Your 2degrees and our Online shop.

To get your balance dial *100*1#

If you’re a prepay customer top-up by voucher by dialing *100*2# and replying with the voucher number.

This has happened following an internal system upgrade, which has taken longer than expected and meant some services have been intermittent (or slow) today as they’ve gone back into service.

Again, we’re sorry for the frustration this is causing and we’re working as quickly as we can to get things back to normal.

The team at 2degrees

vexxxboy

4243 posts

Uber Geek

#1726091 25-Feb-2017 12:32

you should try their web site , what a dogs breakfast and if you try ringing them you get a message saying either try this number which leads to nowhere except a message saying try later or a straight message saying no one is answering try later . not a good look from a so called big company

Common sense is not as common as you think.

surfisup1000

5288 posts

Uber Geek

#1726094 25-Feb-2017 12:47

GEOMAX:

bad to worse... they co

Again, we’re sorry for the frustration this is causing and we’re working as quickly as we can to get things back to normal.

I do have a little sympathy --- their will be some 2degrees employees under immense stress.

rayonline

1734 posts

Uber Geek

#1726095 25-Feb-2017 12:47

Their Facebook post. They updated by taking their post on the 15 Feb 2017 and changed the date? With this post and nearly 1,000 replies to it, 2D doesn't look like they replied since Thursday.

There is also a new post 1hr ago with 70 odd customer replies. 2D have not responded to any of those.

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msukiwi

2417 posts

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Lifetime subscriber

#1726097 25-Feb-2017 12:56

If you reply - you are expected to answer something!

If you ignore it - It will go away won't it!

Usual response to any problem - whether it be 2D / Spark / Vodafone / CCC etc!

MrCurly

10 posts

Wannabe Geek

#1726110 25-Feb-2017 14:15

As an IT professional that specializes in realtime transaction based systems I am stunned by 2degrees blase approach to a lengthy customer impacting migration, giving no pre-warning to customers, and minimal advisory information after the event other than a generic 'sorry' message.

I realize the complexity of changes to billing and provisioning systems, and certainly do not envy the IT team tasked with recovering from this mess, however I do not have a great deal of sympathy for them as they do not appear to have any contingency plan in place.

The absolute basics of any IT change process involves gauging Customer and business impact, detailing exactly what you are doing, defining a change window and including a backout plan. If I were to request a 5 day change window for a change (yes I'm pinching myself now lol...), I would expect the change to be completed within 2-2.5 days, allocate .5 days performing some post implementation verification, and the remainder would be purely available for backout.

...so now we are drifting into day 8 and at some point they have slipped past the success/failure point in their change window and should have performed a backout - this one has big bang hit and hope written all over it, yeeha ride em cowboys!

MrCurly

10 posts

Wannabe Geek

#1726115 25-Feb-2017 14:40

Thats hilarious ..I should have realized as soon as I posted that comment I would be able to logon again.

rugrat

3106 posts

Uber Geek

Lifetime subscriber

#1726116 25-Feb-2017 14:41

I entered email address on firefox, got url verification link which crashed when clicked on last night.

Today click on url, enter my details, get text sent to phone with code to enter on web page to add phone to account.

Enter code, and click on associate number, and then get this

Things aren't working as they should so we can't complete your request. Please try again or call us on 0800 022 022 if you continue to have problems.

I won't ring as that will be one overloaded number, Houston, we have a problem.

MrCurly

10 posts

Wannabe Geek

#1726121 25-Feb-2017 15:02

I am able to login, though i did have my email addr associated with my mobile number (eventually) on Friday afternoon. I am able to login to the your2degrees mobile login page and the response looks pretty good, can toggle between the account screens without any noticeable delay. So it all looks fine from this end.... at the moment.

muppet

2566 posts

Uber Geek

Trusted

#1726122 25-Feb-2017 15:04

I'm ringing them up now just to say hi.

I bet they'd like to a friendly voice to chat to. I might ring from a couple of numbers at once to ensure I get through.

GEOMAX

450 posts

Ultimate Geek

#1726165 25-Feb-2017 16:33

extract from 7 15pm yesterday report

but we’re working right now to fix problems with the 2degrees App, Your 2degrees and our Online shop.

Their updates today only seem to dwell on bill pay and prepay top ups ( not affecting me)

my android 2degrees app worked late last night but has not worked since.

Is there a definitive list of the true status?

GEOMAX

450 posts

Ultimate Geek

#1726169 25-Feb-2017 16:42

from stuff newspaper

degrees customers struggling to top-up for almost two weeks

FACEBOOK

Outages with 2degrees mobile top-services are continuing to affect customers almost two-weeks after a system's upgrade started.

2degrees mobile customers are struggling to top-up their mobile phones after a network system upgrade that started last week continues to cause issues.

The mobile network announced an internal systems upgrade on February 15 on its Facebook page. On February 25, an updated message said customers could "still top up online, in one of our stores, [and] by texting a voucher code".

Are you having problems with 2degrees? Send your tips to newstips@stuff.co.nz.

But frustrated customers couldn't top-up online and started sending screenshots of the online store being unavailable due to a system upgrade.

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