Planned 2Degrees system outage

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

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#1726267 25-Feb-2017 22:02

Last night it said I was sent a verification email which I never got

Tried again just now still no verification email

Clearly a poorly planned and managed 'upgrade'

Time to consider changing to Skinny

vexxxboy

4243 posts

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#1726276 25-Feb-2017 22:41

i cant check the mobile app to get my data and minutes i have left, not working, and if i try on my PC it wont authenticate my e mail . So i have to ring and just get recorded messages still saying try later . Sigh.

Common sense is not as common as you think.

GEOMAX

450 posts

Ultimate Geek

#1726463 26-Feb-2017 12:39

check this out from 2degrees facebook.

note free calling today.

2degrees

Yesterday at 11:17 ·

---- Free Calling & Text to NZ and Australian numbers for all 2degrees mobile customers --- 8.10am update

We know you’ve had a really tough time trying to get hold of us, top up and buy value packs over the past few days.

We’re sorry, we’re working on it and when we have news we’ll share it here.

To make sure you can keep in touch without worrying about the cost, we’ve made it free to call or text from your 2degrees mobile to any New Zealand or Australian mobile or landline from 6am today to 6am tomorrow.

That means calls or texts to standard landlines or mobiles in NZ and Australia won’t be charged to your pay monthly account or be deducted from your prepay balance.

Again, we are really sorry about the impact our internal system change has had on our customers. We read your comments and appreciate your frustration, so thank you for bearing with us.

The team at 2degrees

- As we’ve previously posted, call wait times are long and customer demand on our 201 bill payment/top-up service is also high, so we recommend you go online to top-up and pay your bills, see below for more info.

- Customers can top-up online at http://www.2dm.co.nz/topup, in one of our stores by E-Top-Up or by Voucher texting the voucher code to 201 or by dial *100*2# and reply with the voucher number.

- You can still buy a Value Pack by texting the pack name to 233. To get your balance dial *100*1#

xlinknz

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#1726492 26-Feb-2017 13:37

GEOMAX:

check this out from 2degrees facebook.

note free calling today.

Its confusing, did they mean the free calling finished 6am this morning [Sun] or 6am Monday ?

It seems even what communication they do is problematic, why not txt everyone with an update and the offer ?

GEOMAX

450 posts

Ultimate Geek

#1726506 26-Feb-2017 13:49

this update was issues today at 8 10am (extract below)

note it does not include data.

---- Free Calling & Text to NZ and Australian numbers for all 2degrees mobile customers --- 8.10am update

vexxxboy

4243 posts

Uber Geek

#1726509 26-Feb-2017 13:53

xlinknz:

GEOMAX:

check this out from 2degrees facebook.

note free calling today.

Its confusing, did they mean the free calling finished 6am this morning [Sun] or 6am Monday ?

It seems even what communication they do is problematic, why not txt everyone with an update and the offer ?

only found out by accident when trying to get into my mobile account at noon, since i have nearly 3,000 minutes carried over i dont need free minutes, what i do need is to talk to someone but with every number giving me the message try again later i dont hold out much hope.

Common sense is not as common as you think.

xlinknz

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#1726517 26-Feb-2017 14:14

vexxxboy:

xlinknz:

GEOMAX:

check this out from 2degrees facebook.

note free calling today.

Its confusing, did they mean the free calling finished 6am this morning [Sun] or 6am Monday ?

It seems even what communication they do is problematic, why not txt everyone with an update and the offer ?

only found out by accident when trying to get into my mobile account at noon, since i have nearly 3,000 minutes carried over i dont need free minutes, what i do need is to talk to someone but with every number giving me the message try again later i dont hold out much hope.

Thx, I just went to again to try and check my balance and got the msg too

The update here is somewhat interesting...I wonder if their CIO/IT manager is looking for a new job

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billgates

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#1726581 26-Feb-2017 16:19

I have done couple of $20 top ups today via online website as the 12 month since last top up lapses over tomorrow and cannot check for verification text as these SIM's are inside an EFTPOS machine. Hopefully the top ups go through straight away and I will not have 2 expired number connections next week!

Do whatever you want to do man.

SaltyNZ

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2degrees

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#1726585 26-Feb-2017 16:25

billgates:
I have done couple of $20 top ups today via online website as the 12 month since last top up lapses over tomorrow and cannot check for verification text as these SIM's are inside an EFTPOS machine. Hopefully the top ups go through straight away and I will not have 2 expired number connections next week!

If that happens, PM me and we will sort it out. Nobody should be disconnected as a result of difficulties topping up during this period.

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

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

rayonline

1734 posts

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#1726586 26-Feb-2017 16:28

Isn't 12 months the credit on account goes away. 24 months the number cancels.

drajk

202 posts

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#1726587 26-Feb-2017 16:31

xlinknz:

Thx, I just went to again to try and check my balance and got the msg too

The update here is somewhat interesting...I wonder if their CIO/IT manager is looking for a new job

As I said in the early posts of this thread the length of the planned outage seemed unreasonable if diligent and focussed planning and testing had been completed prior to the outage. Another poster pointed out that the quoted window should have included backout provision.

Whoever approved the length of the planned outage should IMHO be looked at closely as they clearly don't have a good understanding of how to run such a process at the business level or how to ensure that those providing the solution have done adequate testing. If I was the CEO/CIO and I was told by my team that it would take a continuous week to complete this I would immediately assume that the development process was not complete or adequately tested and that the team were assuming that the could test things "on the fly" which of course often leads to missing deadlines.

Stu

Hammered
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#1726611 26-Feb-2017 17:16

Dad was unable to send an SMS on Friday, and was advised he had no credit. He purchased a voucher and topped up $20, to be told his balance was $32..

People often mistake me for an adult because of my age.

Keep calm, and carry on posting.

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DonGould

3892 posts

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#1726615 26-Feb-2017 17:31

xlinknz: I wonder if their CIO/IT manager is looking for a new job

Can't say that's something I wonder...

What I do wonder is if the guys at the local retailer, who can't make sales at present, will be looking for new jobs. They weren't happy when I talked to them on Tuesday, can't imagine they're any happier now.

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SaltyNZ

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#1726634 26-Feb-2017 19:06

rayonline:

Isn't 12 months the credit on account goes away. 24 months the number cancels.

Credit lasts 365 days. The account is terminated 30 days after that, i.e. 395 days from last topup.

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

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

MrCurly

10 posts

Wannabe Geek

#1726644 26-Feb-2017 19:37

If you immediately terminate the number after 12 months + 30 days then you have quite aggressive timers.

Credit expiry is as expected, though we had a transitional stage which lasted another year - inactivated. At any point during the second year the number could be reactivated by the user by applying credit and contacting a csr, though once that second year was up the service was terminated and the number released into the available pool.

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