Planned 2Degrees system outage

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

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#1726648 26-Feb-2017 19:51

MrCurly:

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.

It sits in a terminated state in the system for some time longer than that, for around a month. But if you haven't topped up in that long then yes, you will be deleted. Licenses cost money! My previous telco deleted you the day after you were terminated (on the same 365/395 day schedule).

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

getontoit99

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#1726654 26-Feb-2017 20:07

As an early and long-time supporter of 2degrees mobile and of Snap, I am disappointed and a bit shocked.

When did these cool guys become a bunch of muppets? (Talking about the fiasco of 2DM's systems upgrade.)

Apology after a apology, a day of free calls and txts as another apology (no use to this pay monthly low user), and here I was wanting upgrade my plan by $20 a month to get more mobile data so I can keep an eye on my old Mum at home. And NO I don't want to visit a shop to do that!

My visceral reaction to all this is that I don't want to have any dealings with a company which plans their upgrades so poorly, with such a cavalier disregard for their customers. (I'm in IT and aged late fifties, and I've been close to systems upgrades at banks, telco's and utilities. Things can be done MUCH better.)

All that goodwill for the No 3 in the market and particularly not loosing the minutes and data, and, in my mind at least, they blow it!

Already got the broadband switch planned and the mobile phone soon to follow.

No abuse please, this is a forum and this is how I feel.

dolsen

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#1726661 26-Feb-2017 20:41

It's not just people wanting to top up that may be affected. I would assume (perhaps incorrectly) that scheduled credit card top ups are still occurring while you can't access your account to change them. I was planning to leave 2 Degrees due to lack of coverage at Waitarere Beach, despite what their incorrect coverage maps proclaim is there. I will be moving to Vodafone just before the end of March but want to use up the credit against my account before I move. My current balance would be twenty something dollars, and there was a automatic cc top-up of $20 scheduled for around now. Luckily for me, I had already cancelled it before they did their "Upgrade", however, I wouldn't have been at all pleased if I hadn't fortuitously cancelled it before the upgrade, and, it had added more money to the account that I intend to close.

I wonder if 2 degrees would have reversed that top up as, although I had previously authorised it, they then made it impossible to cancel.

toyonut

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#1726669 26-Feb-2017 21:04

getontoit99:

And NO I don't want to visit a shop to do that!

Unless things have improved drastically over the weekend, and judging by the status page posted earlier, they haven't, don't bother with the shop either. Stood in a queue in the Queen St store only to be told the system is down and there is nothing they can do. Sat for an hour on the phone before giving up there too.

Is there some way that I am missing to upgrade my plan through the web portal? I have clicked on every account and plan link I can find and I am none the wiser so far. https://www.2degreesmobile.co.nz/help-and-support/mobile/products-and-services/changing-your-plan/ says to ring 200. Every time I try that I get a network busy message and the call fails. http://help.2degreesmobile.co.nz/app/answers/detail/a_id/211 says to ring the 0800 number which did pick up but led to the aforementioned hour wait before I gave up.

Try Vultr using this link and get us both some credit:

http://www.vultr.com/?ref=7033587-3B

vexxxboy

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#1726682 26-Feb-2017 21:50

toyonut:

getontoit99:

And NO I don't want to visit a shop to do that!

Unless things have improved drastically over the weekend, and judging by the status page posted earlier, they haven't, don't bother with the shop either. Stood in a queue in the Queen St store only to be told the system is down and there is nothing they can do. Sat for an hour on the phone before giving up there too.

Is there some way that I am missing to upgrade my plan through the web portal? I have clicked on every account and plan link I can find and I am none the wiser so far. https://www.2degreesmobile.co.nz/help-and-support/mobile/products-and-services/changing-your-plan/ says to ring 200. Every time I try that I get a network busy message and the call fails. http://help.2degreesmobile.co.nz/app/answers/detail/a_id/211 says to ring the 0800 number which did pick up but led to the aforementioned hour wait before I gave up.

hate to say it but that is normal service at the moment for 2 degrees, i have tried since Friday to get through to someone to cancel a service before Monday and i cant get through .

Common sense is not as common as you think.

rugrat

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#1726758 27-Feb-2017 00:14

I use zone data on 2degrees. No other mobile company comes close to that for price.

$99 for 12 GB and 6 months to use, all other plans on other networks work out around $20 a GB.

Just can't see how much data left, but as long as can top up when time comes don't see myself changing unless other companies drop their data rates, or 2degrees decides not profitable enough and increases theirs.

old3eyes

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#1727217 27-Feb-2017 15:49

Just gone to the 2Degrees website to see if it was possible to manage two SIMs via the one email address or but when I click on the "Login" icon northing happens.. Tried in both Opera, IE and Firefox

Regards,

Old3eyes

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rayonline

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#1727234 27-Feb-2017 16:04

The 2Degrees desktop (website) logon was down, it's not just the mobile app.

Skinny Direct does $10 per 1GB as a add on. Anywhere in NZ.

Besides I think only Voda or Spark have relatively affordable roaming deals for those who need to roam, I know you can just pick up a overseas SIM but those who "need" roaming. Esp for like short visits as well. 2D also can't use Vodafone towers everywhere unless they have a formal contract, like the edges of Wellington. They do have them in areas where there are no 2D towers thou. But in those towns without 2D towers, there has been times when for me I couldn't get a signal with 2D but it worked fine with a Voda SIM, contacted the helpdesk but there was only so much they do could on the spot. The trip after that, same location and it worked. I've also had issues overseas for more than one SIM provider so it's not just 2D. Singapore, Thailand and it worked fine, Malaysia and it had issues if I repeatedly reconnect and send a text quickly then it worked.

Their Facebook page.

Service Issues Update – 3:10pm 27 Feb

Your 2degrees, our online store and mobile App will not be available today.
We are working to resolve issues and make them simpler to use. As a result, we expect long wait times in our call centre today

vexxxboy

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#1727248 27-Feb-2017 16:22

old3eyes:

Just gone to the 2Degrees website to see if it was possible to manage two SIMs via the one email address or but when I click on the "Login" icon northing happens.. Tried in both Opera, IE and Firefox

no it's not , you need a email address for each number. People are moaning about it already.

Common sense is not as common as you think.

rayonline

1734 posts

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#1727255 27-Feb-2017 16:47

I would have thought the phone number would be easier to use. People change email address but may keep the same phone number and may not always update their email addresses.

I have 2 postpaid numbers attached to my account. I manage another family user on the same account.

Maybe each phone user sign up for the online services by themselves so they have their own email address.

rugrat

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#1727293 27-Feb-2017 17:24

rayonline:

The 2Degrees desktop (website) logon was down, it's not just the mobile app.

Skinny Direct does $10 per 1GB as a add on. Anywhere in NZ.

As an add on, still have to buy a different package before can buy the add on making it more expensive.

The Vodafone flexi one might fit the bill, as long as I read it right and when change data for each month unused data rolls over, when have to much data change to the low one, and when amount starts to get low make the next one higher amount for following month, could work out averaging same cost and get minutes and texts, plus not using data just because going to lose it anyway.

heapsort

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#1727305 27-Feb-2017 18:04

I got two texts from 2D today. First: "Your $19 Carryover Combo has renewed..."

Then, two minutes later: "You don't have enough credit to renew your $19 Carryover Combo. It'll auto renew if you top up in the next 14 days."

Looks like their system tried to renew the combo twice, but the second time failed as I started the day with more than $19 but less than $38 in credit. Not sure whether I should wait more than 14 days to top up now.

I'm among those annoyed at website login now requiring an email address for each phone number. Annoyed enough to switch the four $19 combo prepay accounts in our family to another provider? Hmm. Will decide that after their systems are restored to something resembling normality.

ojo

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#1727316 27-Feb-2017 18:20

rugrat:

rayonline:

The 2Degrees desktop (website) logon was down, it's not just the mobile app.

Skinny Direct does $10 per 1GB as a add on. Anywhere in NZ.

As an add on, still have to buy a different package before can buy the add on making it more expensive.

The Vodafone flexi one might fit the bill, as long as I read it right and when change data for each month unused data rolls over, when have to much data change to the low one, and when amount starts to get low make the next one higher amount for following month, could work out averaging same cost and get minutes and texts, plus not using data just because going to lose it anyway.

Skinny Direct offers 3GB + unlimited NZ calls and texts for $30, and 6GB + unlimited NZ calls and texts for $50. You can tack on an additional 1GB for $10 once per month.

jarledb

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#1727813 28-Feb-2017 17:07

I wonder how much this disaster is costing 2degrees... Still haven't gotten the app up and running again. The online store is supposed to work now, apparently.

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Stu

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#1727837 28-Feb-2017 17:54

Perhaps they don't operate under the belief that 'Proper Planning Prevents P*** Poor Performance'?

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

Keep calm, and carry on posting.

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