Really disappointed 2degrees

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mihilli

24 posts

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+1 received by user: 9
Inactive user

#291848 8-Dec-2021 18:32

I've been a 2degrees fibre broadband and mobile customer for many years now (originally Snap).

I'm having broadband issues at the moment and their wait times for the service desk either via telephone or email are astoundingly bad. Over the last couple days, I've spent about 80 minutes on hold. Sent a message via the website with no response.

Out of desperation, I called the sales desk, wonder of wonders, got thru immediately. Told the person on the phone my issue, he said he couldn't help me and put me in the helpdesk queue.

Called back, asked to speak to a supervisor, got a wiseass who effectively said, that's the way it is right now, lockdown, blah, blah, staff training, blah blah, kind of felt like an FU.

So guess it's time to start looking around, any recommendations?

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SarahRykers

49 posts

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2degrees

#2829267 9-Dec-2021 10:24

mihilli:

I've been a 2degrees fibre broadband and mobile customer for many years now (originally Snap).

I'm having broadband issues at the moment and their wait times for the service desk either via telephone or email are astoundingly bad. Over the last couple days, I've spent about 80 minutes on hold. Sent a message via the website with no response.

Out of desperation, I called the sales desk, wonder of wonders, got thru immediately. Told the person on the phone my issue, he said he couldn't help me and put me in the helpdesk queue.

Called back, asked to speak to a supervisor, got a wiseass who effectively said, that's the way it is right now, lockdown, blah, blah, staff training, blah blah, kind of felt like an FU.

So guess it's time to start looking around, any recommendations?

Hey mihilli,

I'm really sorry to hear this. I genuinely can appreciate how frustrating it is not to receive help when you need it, and those kinds of wait times are really not good enough. While it sounds like the supervisor may have not delivered it in the best tone, he is telling the truth. We're aware our wait times are a pain point at the moment and we are training new staff as fast as we can to resolve this. Unfortunately the reality is that it takes time for people to gain the knowledge they need to help our customers so there is no instant fix. We're working hard on it and hope to have these new customer care agents ready to go very soon.

Are you still having trouble? If you are flick me a DM with your details and I'll find someone who can help you asap. Once again, really sorry to hear about your experience.

Cheers,
Sarah

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

mihilli

24 posts

Geek
+1 received by user: 9
Inactive user

#2829845 10-Dec-2021 11:22

The good news is after doing a little more investigation it is a hardware problem, not an internet problem. Still need to do a bit more to determine exactly what's causing the issue but it may be something as simple as a faulty hdmi cable.

So thanks for trying to help.