2degrees Endless Data Plans

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#2694827 19-Apr-2021 15:36

tardtasticx: Found this while looking for some more info on these.

I was on the $40 plan and ran out of data, so wanted to do my usual of moving up to the higher plan for a few months, accumulate some carry over data, then shift back down again.
Tried in the app and it wouldn’t let me as it said my account was overdue (it wasn’t, but my DDA was due that night and just hadn’t processed on their side yet).

I rang and found out the plans are all changed, first agent broke the news that the carryover is gone on the new plane and you can no longer share data.
I wasn’t happy with the new plans so asked to speak to someone about moving to prepay while I figured out what I wanted to do.

The person in retention told me:
- stay on current plan ($40) and get 2GB for nothing for a year or move to $60 plan
- in either case the carryover will still work only thing that changes is no shared data. Site is a little confusing so I’m not quite sure who to believe.

I moved onto the $60 plan to see what happens when billing cycle rolls over. But if carryover doesn’t happen I’ll be complaining and very likely leaving.
I also want to know who at 2degrees thought of that great idea. Now there’s only 1 plan that offers shared data, so why not just scrap it entirely if you’re so keen to stop people using it? And same for carryover, if only 1 pay monthly plan offers it its pointless for PM users.

They were so focused a while ago on selling the idea that other telcos are ripping us off by taking our unused data and not letting us share it etc. Now they’re just like them.
(In before “it’s unlimited you don’t need to carry over unlimited”, i want to carry over the full speed data that I don’t use)

Hi there,

Just confirming that if you switch to one of our new "endless-er" plans then you won't have carryover data - that's because your data on the new plans is endless, making the carryover data redundant. Currently, our max speeds fair use policy let you use up to 40GB max speed data per month with your plan data, carryover data and Data Clock combined. With the new plans, you get the max speed up to the amount specified (for the $60 plan, it's 12GB at max speeds then unlimited data at up to 1.2mbps) PLUS the 40GB allowance from Data Clock's free data hour - making it a much better deal at 52GB max speed data if you use your free data hour each day. Hope this makes sense.

Cheers,

Morgan

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

michaelmurfy

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#2694828 19-Apr-2021 15:38

September last year:

The thing is, they could have remained different and still rolled over data but announced they're ditching data overage charges on some plans (effectively making these "unlimited"). Kept the data sharing, kept rollover, keeping it fair since 2009. Now they're just like the other guys.

I've still not had movement on my complaint apart from an offer to credit me one month of the base plan (still costing me over and above what it would if I was on the 25gb plan). The last guy said they can move me, but won't because of business rules. I'm still staying hopeful somebody can eventually make it right for me.

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michaelmurfy

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#2694831 19-Apr-2021 15:42

morganbrowne:

Hi there,

Just confirming that if you switch to one of our new "endless-er" plans then you won't have carryover data - that's because your data on the new plans is endless, making the carryover data redundant. Currently, our max speeds fair use policy let you use up to 40GB max speed data per month with your plan data, carryover data and Data Clock combined. With the new plans, you get the max speed up to the amount specified (for the $60 plan, it's 12GB at max speeds then unlimited data at up to 1.2mbps) PLUS the 40GB allowance from Data Clock's free data hour - making it a much better deal at 52GB max speed data if you use your free data hour each day. Hope this makes sense.

Cheers,

Morgan

Sorry to burst your bubble once again but carryover data is not redundant. Slowing my mobile data down is not what I personally consider "endless" and taking my unused full-speed data is basically taking my data away where there is no technical reason to not have this rollover or even be shared like the old plans. I need full speed data at all times and 12gb is not enough and 40gb is too much + I don't want to have to manage data clock to give me extra.

tripp

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#2694839 19-Apr-2021 16:21

I'm starting to think it would be just be easier for everyone if you bring the old plans back but for people that want/need sharing and carry over data.

Then when people sign up on the site or instore you have the question "will you be sharing your data with another device?" if you click yes then you get the old plans, if they click no then they get the endless data plans.

Win for everyone :)

tardtasticx

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#2694843 19-Apr-2021 16:42

morganbrowne:
tardtasticx:

Hi there,

Just confirming that if you switch to one of our new "endless-er" plans then you won't have carryover data - that's because your data on the new plans is endless, making the carryover data redundant. Currently, our max speeds fair use policy let you use up to 40GB max speed data per month with your plan data, carryover data and Data Clock combined. With the new plans, you get the max speed up to the amount specified (for the $60 plan, it's 12GB at max speeds then unlimited data at up to 1.2mbps) PLUS the 40GB allowance from Data Clock's free data hour - making it a much better deal at 52GB max speed data if you use your free data hour each day. Hope this makes sense.

Cheers,

Morgan

But my full speed data is my full speed data. Just because my data slows down after I use 12GB doesn’t mean carryover is irrelevant.
If I use 6GB one month and 18GB the next, that total 24 GB should be full speed.

I’ll be calling to lay a complaint tonight about the wrong info I was given, and moving away from 2degrees once I find a plan I like elsewhere. There’s literally no incentive to stay with 2D now, they’ve become a copy/paste of Vodafone and Spark (PayMonthly wise anyway, sad that prepay is looking more attractive than pay monthly). Very disappointing to see.

cokemaster

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#2694987 19-Apr-2021 19:37

Looking at the latest comments:

- The new plans effectively enable them to increase their ARPU by preferably flipping those $0 / low usage connections into sharers, earning them $30 per month. This avoids the “one big plan, many data sharers” situation.

- Getting rid of carryover data allow for a smoother revenue stream for those who go up and down on the plan tiers. Carryover data was a great upselling tool to get someone to go up a tier as a just in case and if they don’t use it, they still have the data. Was also a great retention tool as it gave the impression that you were invested in a particular telco.

- Using the free data hour increases the friction required to redeem the data, therefore increasing the probability of folks not using the advertised hour of data.

- 2 Degrees needs to be very careful warning customers about the loss of carryover data (or their ability to revert) and data sharing. There is potentially FTA implications if these have not been communicated. I’m not saying there is fire here but there have been other organisations hit with this before.

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michaelmurfy

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#2695070 19-Apr-2021 23:04

cokemaster:

- 2 Degrees needs to be very careful warning customers about the loss of carryover data (or their ability to revert) and data sharing. There is potentially FTA implications if these have not been communicated. I’m not saying there is fire here but there have been other organisations hit with this before.

Going back to my original post when the app was showing me I could switch to a new Carryover plan and not warning me I would lose any existing carryover I had, along with sharing and also bumping the sharers price up from $25 to $30 this would have been grounds for both FTA and TDR cases. The app was finally fixed today for the carryover glitch but still doesn't disclose the price change for the sharers mobile plans or the fact you're losing data sharing + rollover. Look, I'm trying to save 2degrees a FTA case here and yet you still refuse to switch me back to my original plan despite saving you a fine.

To me - this seemed to be both rushed and not well researched despite every 2degrees staff member saying how awesome it is that they've finally got unlimited. Sure, we're a small subset of customers but I know other customers (friends and family members) who make use of data sharing and like rollover data that will be peeved off with the new unlimited plans. My sister asked me if she should switch to the new plans and asked what is the point - it would have increased her bill and she has a whole bunch of carryover built up also.

Not to beat a dead horse here - it is a huge step back and this thread should be seriously raised with somebody higher at 2degrees as feedback and an early opportunity to fix the flaws with the plans or allow people to still have the carryover plans if they want.

As also stated above - I can see why 2degrees have done this (to churn low users to higher plans) but it is a kick in the pants for many people like myself who already spend a huge chunk of money and just want to help out others (by providing data) who have lost their jobs due to the pandemic.

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MaxineN

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#2695072 19-Apr-2021 23:28

To be frank if 2degrees wanted to be completely fair they could have one plan and one plan only. Unlimited at a fixed price with no speed cap at X data amount used. If 2d went back to their grass roots and started innovating vs blatant copies causing a further stagnation and confusion(hey I’m pretty sure we were trying to stop this) then I’d think everyone would be happy anyway and the 1 billion dollar investment on their network would be put to the test.

I’d rather 2d put their money where their mouth is and be completely fair and go back to innovating plans to drive the market down and be competitive vs being copies and boring.

As a 2d prepay customer since 2014 to 2017 and a pay monthly till last year. This is a very good example of what not to do and I support the people being shafted like Michael has.

Poor show.

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Dochart

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#2695076 19-Apr-2021 23:48

@Michaelmurfy

What are you going to do if 2degrees don’t bring back the old carryover plans with data sharing? The other mobile providers have a similar deal to what 2degrees has now.

What mobile provider and plan would you be going to next?

michaelmurfy

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#2695077 20-Apr-2021 00:07

@Dochart I’ve got a great offer with Vodafone and even if they don’t have great support, at-least they’re consistently bad with plans to improve. Not like 2degrees when they were great then suddenly shafted a whole bunch of customers without warning. Not to mention I’ll also get VoLTE and better voice quality.

I just took a look at the 2degrees business plans and they’ve got carryover plans still with data sharing.

Mahon

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#2695149 20-Apr-2021 08:50

2Degrees doesnt appear to be the Company it once was. Seems to be all about the lure of new customers and to hell with existing. We see this everywhere these days, so maybe its time to treat our much favored Telco like any other.

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morganbrowne

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#2695218 20-Apr-2021 11:47

Hi team

Just letting you know that I have escalated your concerns and passed this thread onto the team that looks after these plans to read. Thanks for all of your feedback and suggestions.

On another note, we are heavily enforcing that our team make customers switching to the new plans very aware that carryover data will be gone once they move. If this was not communicated to you, we want to know about it and look into it further. Please feel free to send me a DM at any time if this has happened to you and I will escalate it further.

At the end of the day, these new plans are based off from what customers told us that they wanted - which was endless, and they wanted more value than the old plans. We've always prided ourselves on creating products and plans based on majority feedback from our customers and this is a proof point of us meeting requests for these types of plans.

Again, feel free to get in touch if you have a specific issue I can help with - really keen to get you sorted, if so :)

Cheers,

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

MaxineN

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#2695220 20-Apr-2021 11:53

morganbrowne:

Hi team

Just letting you know that I have escalated your concerns and passed this thread onto the team that looks after these plans to read. Thanks for all of your feedback and suggestions.

On another note, we are heavily enforcing that our team make customers switching to the new plans very aware that carryover data will be gone once they move. If this was not communicated to you, we want to know about it and look into it further. Please feel free to send me a DM at any time if this has happened to you and I will escalate it further.

At the end of the day, these new plans are based off from what customers told us that they wanted - which was endless, and they wanted more value than the old plans. We've always prided ourselves on creating products and plans based on majority feedback from our customers and this is a proof point of us meeting requests for these types of plans.

Again, feel free to get in touch if you have a specific issue I can help with - really keen to get you sorted, if so :)

Cheers,

If customers wanted endless why not just go full steam ahead and just make 1 plan endless with no data cap or soft cap.

Then it would be truly endless and not this endless till you hit an arbitrary limit.

Shake up the market like you used to.

As an ex customer I would highly consider coming back if there was 1 endless plan with truly unlimited data at a fixed price with the option to share/tack on other devices into 1 bill and add an incentive to do this. There's more value to customers then these new plans. Go all the way. Seriously.

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#2695254 20-Apr-2021 12:48

@morganbrowne Why not be different in the market and make the full speed data allowance 12 months carryover - This would make 2degrees stand out in the market and be a leader like they did with the 12 months carryover plans

Remember the advertising 2degrees did about stealing mobile data?

Edit: Even make it 6 months carryover full speed data! This would still stand out in the market place

morganbrowne

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#2695278 20-Apr-2021 13:43

Linux:

@morganbrowne Why not be different in the market and make the full speed data allowance 12 months carryover - This would make 2degrees stand out in the market and be a leader like they did with the 12 months carryover plans

Remember the advertising 2degrees did about stealing mobile data?

Edit: Even make it 6 months carryover full speed data! This would still stand out in the market place

Thanks for the suggestion! Will pass it on to the team :)

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

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