2degrees Prepay/Pay Monthly plan required for shared data recipients

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees Prepay/Pay Monthly plan required for shared data recipients

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#3114577 11-Aug-2023 12:15

**brand new social media manager for 2degrees shuffles into the chat**

Hey everyone!

I just wanted to introduce myself, I’m Saskia, I have taken over from Sarah, and you’ll see me around here a lot.

For a little background on me, I've previously been the social media and strategy team leader over at Mighty Ape and have run my own entertainment review blog (Pretty Much Geeks) up until recently. I'm a lover of 90s point and click adventure games, tabletop games, cats and cake making. Telecommunications is a massive new challenge for me - so please bear with me as I get my head around everything.

It’s not lost on me that my first post is on an issue that we have bungled. Totally classic that this has happened in week 2 of the new job 😅

I’ll cut to the chase – we have heard you and the team is working hard to reverse this and reinstate data sharing as you know it, we should have this done by the end of the weekend.

In the interest of transparency, we let ourselves down in two areas. Firstly in understanding how popular the service was and the ramifications of any changes, and secondly in communicating the changes.

Apologies from me and the team for the situation. We should have done better. Thankfully we can reverse it, and you can continue using the service as you have been.

CamH

564 posts

Ultimate Geek

#3114579 11-Aug-2023 12:19

freitasm:

Still goes to show that you should have a contingency plan, just in case your provider breaks things or changes the rules of engagement.

Everything is monitored and accessible elsewhere, the 2degrees SIMs are the contingency plan.

Dratsab:

You might want to check you're not being charged casual data rates on all those sims.

There's no credit on those SIMs, so good luck them charging on them!

michaelmurfy

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#3114591 11-Aug-2023 12:41

@SaskiaDonnell Thanks for the response! Good little test for you also and also welcome to Geekzone!

These silly changes that really affect customers need to stop. There is already a bit of a fire with the 2degrees to Vocus migration going on (breaking some peoples connections - but I also understand why, and the challenges behind this), another fire with the call centre wait times and now a third fire with this. Can you please highlight to your teams to stop lighting fires? I'd just like my stuff to work reliably every day without the random surprises being thrown at me and keep trust and confidence in my provider. My other providers don't do cowboy changes like this ever so join them with putting a stop to breaking changes also. This change should have never been approved in the first place and comes across as dodgy when the documentation on shared data changes but not the date last modified (as caught out by the archive). Gaslighting customers by telling them they got an email or a message (when we haven't) is not on either. As the account holder I am still yet to actually get any notification - only the sharers assuming they're SMS supported have.

I do totally understand this is not your doing. I do know that other 2degrees staffers would have read this thread, but it is worth highlighting this is all never OK from any IT team or provider and the risks should have been picked up by change management before the change even happened.

Michael Murphy | https://murfy.nz
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Bluntj

556 posts

Ultimate Geek

#3114643 11-Aug-2023 13:02

@SaskiaDonnell How could you NOT understand how popular a service is? It is part of your core business to understand your own services and your customers.

I am not getting at you but rather the lack lustre performance of your Company over the last few months. We must bear in mind with all these changes (some going right and some wrong) it is near impossible to contact your company unless you are retired and can afford a few hours on the hold.

Could you also explain other changes that have been implemented in particular charging for modems on all plans and if this is going to apply to existing customers, and the new cost of your fibre 300/100 plan.

JinMao

38 posts

Geek

#3114644 11-Aug-2023 13:06

michaelmurfy:

@SaskiaDonnell Thanks for the response! Good little test for you also and also welcome to Geekzone!

These silly changes that really affect customers need to stop. There is already a bit of a fire with the 2degrees to Vocus migration going on (breaking some peoples connections - but I also understand why, and the challenges behind this), another fire with the call centre wait times and now a third fire with this. Can you please highlight to your teams to stop lighting fires? I'd just like my stuff to work reliably every day without the random surprises being thrown at me and keep trust and confidence in my provider. My other providers don't do cowboy changes like this ever so join them with putting a stop to breaking changes also. This change should have never been approved in the first place and comes across as dodgy when the documentation on shared data changes but not the date last modified (as caught out by the archive). Gaslighting customers by telling them they got an email or a message (when we haven't) is not on either. As the account holder I am still yet to actually get any notification - only the sharers assuming they're SMS supported have.

I do totally understand this is not your doing. I do know that other 2degrees staffers would have read this thread, but it is worth highlighting this is all never OK from any IT team or provider and the risks should have been picked up by change management before the change even happened.

Well said. This is exactly what I want to say. I will have a talk with other service providers during weekends, see what they are up to for my family. As well as broadband connection.

I've already lost trusts.

rayonline

1734 posts

Uber Geek

#3114645 11-Aug-2023 13:06

SaskiaDonnell:
**brand new social media manager for 2degrees shuffles into the chat**

Hey everyone!

I just wanted to introduce myself, I’m Saskia, I have taken over from Sarah, and you’ll see me around here a lot.

For a little background on me, I've previously been the social media and strategy team leader over at Mighty Ape and have run my own entertainment review blog (Pretty Much Geeks) up until recently. I'm a lover of 90s point and click adventure games, tabletop games, cats and cake making. Telecommunications is a massive new challenge for me - so please bear with me as I get my head around everything.

It’s not lost on me that my first post is on an issue that we have bungled. Totally classic that this has happened in week 2 of the new job 😅

I’ll cut to the chase – we have heard you and the team is working hard to reverse this and reinstate data sharing as you know it, we should have this done by the end of the weekend.

In the interest of transparency, we let ourselves down in two areas. Firstly in understanding how popular the service was and the ramifications of any changes, and secondly in communicating the changes.

Apologies from me and the team for the situation. We should have done better. Thankfully we can reverse it, and you can continue using the service as you have been.

Can we assume those of us who ended up taking the $10 plan can have this reversed also? We are happy for the credit to stay on our accounts.

Dratsab

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#3114652 11-Aug-2023 13:17

SaskiaDonnell: **brand new social media manager for 2degrees shuffles into the chat**

Props for fronting and welcome to Geekzone :-)

Equinox IT

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freitasm

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#3114656 11-Aug-2023 13:32

As a gentle reminder to you folks, DO NOT SHOOT THE MESSENGER.

Welcome to Geekzone, @SaskiaDonnell

Delorean

651 posts

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#3114670 11-Aug-2023 14:05

@SaskiaDonnel

Welcome to Geekzone!

Normally there is lovely things to say about 2D, however this issue has made my family shift a significant amount of business away. It was in the end $3,425 pm of spend.

I have let them all know via the family chat of your message and 2D reversing this change. however they have lost trust completely in 2D. The nonsensical changes and lack of communication has caused this move.

However the good news is the SIM’s they were using in the iPads will stay until another provider offers a product that is similar. So the new monthly spend is now $200 pm.

Sorry for this message, however 2D went one step too far this time

Hopefully there are no further issues as the reason people are with 2D is the point of difference between yourself and the other telcos.

Maybe the executives at 2D should read up on what went wrong at Telecom and Vodafone and the pain and bad press they had at that time and take some lessons from the fall out.

2D is repeating these mistakes. Please learn from history and hopefully you won’t loose to many more customers

Referral Link: | Quic Broadband (use R142206E0L2CR for free setup)

mwh

43 posts

Geek

#3114683 11-Aug-2023 15:02

SaskiaDonnell:

**brand new social media manager for 2degrees shuffles into the chat**

...

Apologies from me and the team for the situation. We should have done better. Thankfully we can reverse it, and you can continue using the service as you have been.

There's been a lot of reproof in followups so far, but this is a genuinely good response, both from the company and this actual message itself, and I want to commend it.

cshwone

1070 posts

Uber Geek

#3114684 11-Aug-2023 15:04

It looks like the Casual Use Data costs @ 50c/MB have been refunded to my wife's account

FuelRozNZ

6 posts

Wannabe Geek

#3114769 11-Aug-2023 16:42

If this is going to be rolled back to the previous state; it would be nice if the Shared Data page on 2 Degrees' website was updated so that no-one, either inside 2 Degrees, or in the public, is confused about what the requirements for this service are.

michaelmurfy

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#3114772 11-Aug-2023 16:47

Wife just got this message:

Hi, we made changes to Data Sharing which customers told us did not fight for fair. We listened and by Monday, you will be able to receive shared data, whether you are on a plan, or not, just like before. The $10 credit was applied to your mobile so you can use data until the change is restored. Sorry for the hassle.

rayonline

1734 posts

Uber Geek

#3114773 11-Aug-2023 16:51

Just emailed for them reinstate my dad's $8 discontinued plan after moving onto the $10 one. :)

Delorean

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#3114873 11-Aug-2023 23:56

I was thinking. There hasn’t been any mainstream media coverage about this data sharing changes.

Was this thread the catalyst for 2D to reverse this decision?

This is the power of Geekzone and it’s community. It’s quite humbling that a major corporate listened to us all and took it on board to make it right?

Edit: Typo

Referral Link: | Quic Broadband (use R142206E0L2CR for free setup)

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