New Connection Process is Broken

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › New Connection Process is Broken

Wade

2225 posts

Uber Geek

#177859 16-Aug-2015 17:28

A week ago I rung to switch from Spark to 2D broadband, the process was user friendly and smooth, great start. Anyway just realised we are due to be switched over tomorrow and since modem hasn't turned up yet I rung to see if we could postpone changeover date. I have just now got off the phone from CS and told no i can't move changeover date as 24hrs notice is required and that my modem is only due to go out on overnight courier tomorrow morning....wtf.... I will receive the modem a day after my current broadband is disconnected???

Okay it does seem like a bit of a first world problem, but that is going to take out Netflix, home phone and worst of all upset the wife, it is unnecessary carnage created mainly because I changed providers more to support you guys rather than save money ($5/mth saving).

Your CS team member advised there is a process where modem is sent out only 2 days before connection and because connection was a monday and that couriers dont work weekends the modem could not be sent any sooner than the day my connection is to go live???

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1367556 16-Aug-2015 18:23

Sounds like someone needs to sort out the modem order process.

2D needs to do better if they want to play the "you have to use our hardware" game, If you want to enforce it then you need a rock solid system to ensure no issues arise because of this.

Hardware should be received by the customer more than 2 days before the install not sent then and a weekend should mean it gets sent sooner not later.

Wade

2225 posts

Uber Geek

#1367574 16-Aug-2015 18:53

Absolutely, i have three modems here more than capable but thats not goign to happen

Given there will be no-one home tomorrow I am hoping the modem is not on a signature required ticket as that will add further delay

The guy i spoke to orginally advised that the modem would come out a couple of days before the connection was due to be activated so i could get it setup and just switch the plug over on the day but no dice unfortunately

I will survive a day without web but this has just pre-loaded the wife who is still scarred from her 2D experience a few years ago, not a good start :(

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1367576 16-Aug-2015 18:56

Wade: Absolutely, i have three modems here more than capable but thats not goign to happen

Given there will be no-one home tomorrow I am hoping the modem is not on a signature required ticket as that will add further delay

The guy i spoke to orginally advised that the modem would come out a couple of days before the connection was due to be activated so i could get it setup and just switch the plug over on the day but no dice unfortunately

I will survive a day without web but this has just pre-loaded the wife who is still scarred from her 2D experience a few years ago, not a good start :(

I imagine configuring the modem with the username and password you received to log into the website should still work.

Wade

2225 posts

Uber Geek

#1368120 17-Aug-2015 17:45

lucky015:
Wade: Absolutely, i have three modems here more than capable but thats not goign to happen

Given there will be no-one home tomorrow I am hoping the modem is not on a signature required ticket as that will add further delay

The guy i spoke to orginally advised that the modem would come out a couple of days before the connection was due to be activated so i could get it setup and just switch the plug over on the day but no dice unfortunately

I will survive a day without web but this has just pre-loaded the wife who is still scarred from her 2D experience a few years ago, not a good start :(

I imagine configuring the modem with the username and password you received to log into the website should still work.

Great advice!!!

Repurposed the Spark HG630b for the time being, you were quite correct, just entered xxx@snap.net.nz and password and everything seems to be working just fine

I suppose the next big question is why are 2D being so black and white about needing to use the supplied Fritz!box, don't get me wrong, I want the new modem but my first priority is just having working interwebz

lucky015

743 posts

Ultimate Geek

ID Verified

Trusted

#1368129 17-Aug-2015 18:01

Wade:
lucky015:
Wade: Absolutely, i have three modems here more than capable but thats not goign to happen

Given there will be no-one home tomorrow I am hoping the modem is not on a signature required ticket as that will add further delay

The guy i spoke to orginally advised that the modem would come out a couple of days before the connection was due to be activated so i could get it setup and just switch the plug over on the day but no dice unfortunately

I will survive a day without web but this has just pre-loaded the wife who is still scarred from her 2D experience a few years ago, not a good start :(

I imagine configuring the modem with the username and password you received to log into the website should still work.

Great advice!!!

Repurposed the Spark HG630b for the time being, you were quite correct, just entered xxx@snap.net.nz and password and everything seems to be working just fine

I suppose the next big question is why are 2D being so black and white about needing to use the supplied Fritz!box, don't get me wrong, I want the new modem but my first priority is just having working interwebz

Great to hear its all up and working.

The restriction to carrier supported hardware makes a little more sense with 2D due to the strong inclination towards VOIP, Who wants to configure random obscure hardware from scratch for VOIP? However typically it is nothing more than penny pinching at the contact centre level. As with all ISP's I'm sure someone will be along soon enough to make a claim about it all being to "provide a higher level of service"

Wade

2225 posts

Uber Geek

#1368138 17-Aug-2015 18:20

True true, I'll leave the voip side of the equation until the fritz!box turns up, personally couldn't care less for the home phone, just want the interwebz lol

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1368662 18-Aug-2015 15:08

Hey Everyone,

As lucky015 has pointed out, the requirement to receive a 2degrees modem as part of being on a 2degrees plan is for many reasons, some of which include VoIP compatibility and security, as well as the ability to "provide a higher level of service" by using our TR-069 systems to remotely troubleshoot, or adjust settings if needed.

Our fixed-line help-desk know and understand these devices, and have been offering support for them for a number of years (often to a level far beyond that offered by other ISP's on their supplied devices). The devices are also compatible with all service variants we offer, meaning if UFB becomes available in your area after you sign up for a copper service - we have already provided you with a device we know will work. Comparatively - should you have to move away from an address where you had UFB, you don't have to re-purchase, or re-commit for new hardware. Want to add a new phone service, and have it running same day? Chances are we can do it (if you have one devices).

We can't (and wouldn't) prevent you from using an alternate device on our network, but the level of support we can offer should you choose to do so will be less than if you were to use the device we supplied. In a community such as Geekzone, where the majority of users have made informed decisions on the hardware they are using (and can effectively troubleshoot those devices), that's isn't a problem. But when Nana tries to use her DSL-604T on fibre because her grandson Jimmy said it would be fine, no-one wins.

To get back to the topic of the post - The information given to you by our agent regarding the process of sending devices 2 days prior to connection is incorrect. There are often tight time-frames between you signing up, and the connection going live, and once we take into account internal processes - it could be possible that the modem is only sent 2 days prior, but this is by no means the norm.

Generally speaking, the modem dispatch process is pretty robust, but occasionally - we do miss a delivery date, or a package goes missing. In the event that this does occur, a call to our help-desk and one of our staff should offer to attempt to help reconfigure your current device, so long as there hasn't been a change in service type (e.g ADSL-> UFB).

Thanks,

RalphFrom2degrees

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

Wade

2225 posts

Uber Geek

#1368695 18-Aug-2015 15:22

Thanks Ralph,

For the record there was a one week (Sunday to following Monday) window between sign up and go live so i would have expected the modem to be dispatched prior to the Monday go live date, your internal processes were quick enough to bill me for the delivery the day after sign up :P

Anyway it all worked out okay in the end, managed to get internet up and and running on Spark supplied modem yesterday, new modem turned up today so will get it up and running this evening, it could easily have gone the other way as wifey and daughter were home sick today so if there had been no internet I wouldn't have wanted to go home and face the wraith :P