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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turtleattacks

919 posts

Ultimate Geek

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#3007393 8-Dec-2022 15:01

c0ld:
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.

Little did the SLT understood that lockdowns would lead to surges in broadband sign-ups and the stores are not able to deal with them.

At least they didn't apply for the wage subsidy.

Plus training to use Siebel is a real black art itself.

----

Creator of whatsthesalary.com

duffles

100 posts

Master Geek

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2degrees

#3007398 8-Dec-2022 15:25

decibel:

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

If she has had UFB installed, then it'll just be a matter of hanging a Fritz off the ONT and she'll be good to go.
Then the DSL will be disconnected by the provisioning team when they can see she's online with UFB 🙂

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.

3l3m3nt

113 posts

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Lifetime subscriber

#3007465 8-Dec-2022 20:06

Man... I signed up for 2degrees broadband at the beginning of last week. Man was that a bad idea. I just want a damn static IP!

Instead today I find out they've attached a bloody landline to my account! What's worse is I can't even get through to change it because they've closed the call queue. I'm pissed!

Dunedin, NZ
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decibel

316 posts

Ultimate Geek

#3008062 10-Dec-2022 12:56

duffles:
decibel:

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

If she has had UFB installed, then it'll just be a matter of hanging a Fritz off the ONT and she'll be good to go.
Then the DSL will be disconnected by the provisioning team when they can see she's online with UFB 🙂

Cheerst

No such luck, appears to be a faulty fibre (hence the red LOS alarm) but the VDSL has been disconnected regardless.

Now waiting for the Chorus guy.

JayADee

2148 posts

Uber Geek

#3008257 10-Dec-2022 19:33

@decibel with the static ip she'll need to use the username and password of her account because the static ip is tied to her account. If she leaves it blank she'll have internet but not her static ip.

decibel

316 posts

Ultimate Geek

#3008266 10-Dec-2022 20:36

JayADee:

@decibel with the static ip she'll need to use the username and password of her account because the static ip is tied to her account. If she leaves it blank she'll have internet but not her static ip.

Thankyou @JayADee - this is a vital piece of info which the ISP always keeps secret until after you have been waiting on a phone queue for days.

JayADee

2148 posts

Uber Geek

#3008300 10-Dec-2022 23:28

@decibel You may still be stuck having to phone if having put the username and password in she still hasn’t got a static ip. They may have to assign another one if her old one has been reassigned. And sometimes the one assigned doesn’t work and you'll need assigned another… from experience! But hope for the best.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

decibel

316 posts

Ultimate Geek

#3010398 15-Dec-2022 15:54

OK - so got a SMS message on Sunday from 2degrees that "the investigation is on or before the 14/12/22"
I arrived at the house on the 13th, got up early on the 14th and stayed all day.
As there had been no contact of any sort before this date, I was hopeful that all would sorted.

At 12.27pm, got a SMS saying all "back up and running" BS ! I rang 2degrees.
After 1hr and 11 minutes, I had got to be 8th in the queue.
After 1hr and 34 minutes, I had got to be 1st in the queue.

After 1hr and 43 minutes, I got ANSWERED.

Ah, said the 2d person - Chorus had signed the fault off as "no-one home - left card in letterbox"

While still on the phone, I raced out to the letterbox - no card.

I was very polite, but firm and insisted that the tech had NOT come and was basically lying.

After much tooing and frooing, I was given a number to ring for Downers.
The fault has been closed and they refused point-blank to reopen it.

Race down to the 2degrees shop and after the guy rang the secret help-desk number, the fault was re-logged.

This morning (15th) received another SMS from 2 degrees - "..on or before 15/12/22 PM.."

Larry, a different person from Chorus rang and as by good luck, the painter had dropped in to put a coat of paint in the bathroom. Larry raced around immediately and by 1.28 pm it was all fixed.

I have for many years been a copper/fibre man (as opposed to mobile radio) but I am telling you all - only Larry saved me at the last minute from ditching Chorus/Downers and going 4G. 👍

howduz1

83 posts

Master Geek

#3011472 18-Dec-2022 09:53

I couldn't stand their lack of customer care anymore, I was a loyal customer for years and their customer service used to be really good but something has changed. I've ditched them and gone to Contact with a $300 credit and a flawless transition with better wifi around the house (with the deco x55 compared to fritz 7490).

I'm still waiting for a response to an email to them from about 4 weeks ago concerning a change to a plan (something they don't let you do yourself online). I also got the boot off the call because "we're closing the queue" thing and then the last time I called I was hold for 1 hour 12mins and the call was suddenly dropped. That was the last straw. It's almost like they're doing it on purpose to shed their customer load?

KiwiSurfer

1456 posts

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Lifetime subscriber

#3011579 18-Dec-2022 16:29

I've found email to be useless. I emailed 2degrees about a simple plan change query months ago and it still has not been replied to.

Like many others I ended up just popping into a 2degrees store and it was all sorted within minuites.

panther2

374 posts

Ultimate Geek

#3011803 18-Dec-2022 21:56

Still waiting for return bags almost 3 weeks now. Multiple calls to different people they all say return bags are being sent out

msukiwi

2418 posts

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Lifetime subscriber

#3011809 18-Dec-2022 22:01

panther2: Still waiting for return bags almost 3 weeks now. Multiple calls to different people they all say return bags are being sent out

They are in the queue, oh that's right - the queue is closed!

SaltyNZ

8232 posts

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2degrees

Lifetime subscriber

#3037509 16-Feb-2023 11:43

As noted by mods in the other thread @Fiffle started, we have some care agents out of action due to loss of power and/or connectivity at home at the moment. More generally we are working hard out to bring more agents on as fast as possible and are taking advantage of every opportunity to grab people when they come up. But it's a very tight market at the moment, for a very challenging job - nobody rings care to have a lovely chat about how wonderful things are - so all I can do for now is apologise and assure you that we are doing everything we can.

Some pretty wild west stuff is being done at the moment to get connectivity into the worst hit areas in Gisborne, for example. Maybe one day we can have a war stories thread but for now operations are a bit busy.

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

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

Fiffle

17 posts

Geek

#3037512 16-Feb-2023 11:48

SaltyNZ:

As noted by mods in the other thread @Fiffle started, we have some care agents out of action due to loss of power and/or connectivity at home at the moment. More generally we are working hard out to bring more agents on as fast as possible and are taking advantage of every opportunity to grab people when they come up. But it's a very tight market at the moment, for a very challenging job - nobody rings care to have a lovely chat about how wonderful things are - so all I can do for now is apologise and assure you that we are doing everything we can.

Some pretty wild west stuff is being done at the moment to get connectivity into the worst hit areas in Gisborne, for example. Maybe one day we can have a war stories thread but for now operations are a bit busy.

Hi SaltyNZ, I wondered if this might be the case what with the full on weather going on. We'll be patient and keep waiting! Thanks for coming in to comment.

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