Question - how many people aren't able to call 2Degrees customer support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Question - how many people aren't able to call 2Degrees customer support

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#3004319 1-Dec-2022 19:50

just tried the "email us" to resolve a problem, put in all the details and it tells me my address is invalid, ok, copy and paste from the most recent bill, still invalid.......so what now2D?

Bluntj

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#3004386 1-Dec-2022 23:41

Covid is massive where I live, so many people off work, so this combined with staff shortages could be the issue. Just a pity they won't own the issue and comuunicate.

SarahRykers

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#3004491 2-Dec-2022 10:23

Hey Team,

Like many New Zealand businesses, we have been struggling to recruit enough Care agents in the current labour market and record unemployment, immigration changes and border closures have all contributed to this. We know our current wait times aren’t good enough right now, and no-one feels this harder than our people who are under the pump every day.

We’re working really hard to get things back on track, with new staff in training, which should start taking effect soon. We’re hoping our customers will notice a real difference in wait-times and service levels in the new year. We’re unable to offer a faster solution or short-cut right now, but if you get really stuck flick me a DM and I’ll see if there’s anything I can do to help.

We’re really sorry for the wait-times right now and want to thank everyone for their patience while we work through this.

Cheers,
Sarah

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.

Bluntj

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#3004944 3-Dec-2022 00:30

SarahRykers:

Hey Team,

Like many New Zealand businesses, we have been struggling to recruit enough Care agents in the current labour market and record unemployment, immigration changes and border closures have all contributed to this. We know our current wait times aren’t good enough right now, and no-one feels this harder than our people who are under the pump every day.

We’re working really hard to get things back on track, with new staff in training, which should start taking effect soon. We’re hoping our customers will notice a real difference in wait-times and service levels in the new year. We’re unable to offer a faster solution or short-cut right now, but if you get really stuck flick me a DM and I’ll see if there’s anything I can do to help.

We’re really sorry for the wait-times right now and want to thank everyone for their patience while we work through this.

Cheers,
Sarah

Heads-up appreciated.

Linux

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#3004971 3-Dec-2022 08:53

@SarahRykers Thank you for taking the time to post that :)

gjm

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#3007214 8-Dec-2022 10:15

having such an incredibly frustrating time trying to get through to the 2degrees call centre just so I can sign up again for 12 months and start paying $80 a month instead of $110 that Im currently being billed as well as getting the prezzie card on offer. I've been on hold for hours across multiple days and have yet to actually get through to talk to anyone. Just tried again this morning and sorry, we have closed our queue because we're too busy. Also having trouble trying to reset my password on the website as thought maybe I can sign up for something online. Password reset link just gives me the old Status Code: 500; Internal Server Error.

Ive been a customer since Snap days so probably about a decade but I think Im done here. Im not sure what kind of chaos the merger is causing internally over there but I guess its not pretty.

Anyone recommend me a good ISP for gig fibre? I think voyager used to be highly recommended?

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msukiwi

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#3007217 8-Dec-2022 10:23

I finally received a reply to my email sent 26/11 in the last hour.

...

Sorry for the delay in replying to your email.
Looks like the system made an error.
I have credited your account $8 for the Prime video charge for the 25 Nov - 25 Dec 2022, this will show on your next invoice.

The credit arrived far quicker! Weird.

richms

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#3007272 8-Dec-2022 10:47

gjm:

having such an incredibly frustrating time trying to get through to the 2degrees call centre just so I can sign up again for 12 months and start paying $80 a month instead of $110 that Im currently being billed as well as getting the prezzie card on offer. I've been on hold for hours across multiple days and have yet to actually get through to talk to anyone. Just tried again this morning and sorry, we have closed our queue because we're too busy. Also having trouble trying to reset my password on the website as thought maybe I can sign up for something online. Password reset link just gives me the old Status Code: 500; Internal Server Error.

Ive been a customer since Snap days so probably about a decade but I think Im done here. Im not sure what kind of chaos the merger is causing internally over there but I guess its not pretty.

Anyone recommend me a good ISP for gig fibre? I think voyager used to be highly recommended?

I have not had to contact them for a long time but the connection is working great, other than when my power supply for the router was crapping out and I thought they were having issues, and it was not them and they were able to help that it was dropping from my end.

Richard rich.ms

turtleattacks

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#3007308 8-Dec-2022 12:09

msukiwi:

I finally received a reply to my email sent 26/11 in the last hour.

...

Sorry for the delay in replying to your email.
Looks like the system made an error.
I have credited your account $8 for the Prime video charge for the 25 Nov - 25 Dec 2022, this will show on your next invoice.

The credit arrived far quicker! Weird.

🤨 I emailed/reached out on the 23/11 and have not heard back.

I'm losing hope.

----

Creator of whatsthesalary.com and whatstheincometax.com

decibel

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#3007322 8-Dec-2022 12:57

My daughter is on 2degrees VDSL and has to change to UFB as Chorus is turning off the copper in her street; all sounds OK but -

a] she has been sent a new Fritz!box 7530 which they say is pre-configured, but now she gets a SMS message saying call 0800022022 to reconfigure the modem??

b] I rang the number (you all know the number) and went through the IVR at the start. "Please enter your account number" which in her case is *7766*

The voice reads it back to me - "*77766* - that number is invalid" !!?? My mobile screen clearly showed two digit 7s

Enter again but this time I put in *766* the number is read back to me as *7766* - number is valid.

Starts ringing, every so often the voice reminds me that my call is important and they are experiencing an unusually high number of calls. Also, please be kind to the staff. After about 40 minutes the call cuts off.

What I would like to know -

1) is this degraded call-centre service caused by this event - https://www.2degrees.nz/media-releases/2degrees-and-vocus-nz-merger-completes ?

2) the old 7490 modem had a personalised login but the new one has a generic one; is this correct? (I know Spark changed to generic logins)

3) her static IP address is meant to follow her account - do I hold my breath over whether it does or not?

Like @turtleattacks, I am also losing hope.

quickymart

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#3007324 8-Dec-2022 13:01

This reminds me of when I worked at Paradise, right after Telstra Clear took over during that merger in late 2001/early 2002. This is all starting to sound quite familiar, and I think we all know how that ended (badly).

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insane

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#3007376 8-Dec-2022 14:39

decibel:
What I would like to know -

1) is this degraded call-centre service caused by this event - https://www.2degrees.nz/media-releases/2degrees-and-vocus-nz-merger-completes ?

No, from what I've heard it's the opposite.

How long does it take to get through to Slingshot or Orcon?

duffles

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#3007388 8-Dec-2022 14:54

decibel:

2) the old 7490 modem had a personalised login but the new one has a generic one; is this correct? (I know Spark changed to generic logins)

3) her static IP address is meant to follow her account - do I hold my breath over whether it does or not?

Hey mate,
The old 7490 will work on UFB if it is reconfigured but using the most up to date device is typically recommended. If by personalised login, you mean PPP details, the 7530 will pull down those details once it's connected. Alternatively, if you mean the wireless details, these can also be personalised, much the same as on the 7490.
The static IP is tied to the account, not the internet access type. So this will follow on from the upgrade to UFB.

I suspect that your daughter may have been sent the SMS to contact the Care team if she is still online with the DSL when the UFB service is ready to be used.

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

decibel

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#3007390 8-Dec-2022 14:58

duffles:

Hey mate,
The old 7490 will work on UFB if it is reconfigured but using the most up to date device is typically recommended. If by personalised login, you mean PPP details, the 7530 will pull down those details once it's connected. Alternatively, if you mean the wireless details, these can also be personalised, much the same as on the 7490.
The static IP is tied to the account, not the internet access type. So this will follow on from the upgrade to UFB.

I suspect that your daughter may have been sent the SMS to contact the Care team if she is still online with the DSL when the UFB service is ready to be used.

Cheers

Does this mean she should kill the VDSL and the fibre link should fire up afterwards?

c0ld

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#3007391 8-Dec-2022 14:59

decibel:
What I would like to know -

1) is this degraded call-centre service caused by this event - https://www.2degrees.nz/media-releases/2degrees-and-vocus-nz-merger-completes ?

When we went into first lockdown they kneejerked (expecting a downturn in trade) and cut around 10% of their workforce, with a substantial portion of that being the front end care people on the phones. Since then staff retention hasn't been what it once was plus finding new people in current climate (plus the lead time of then training them up) is also a struggle.

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