Existing Snap customer upgrading to new 2 degrees plans

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sidefx

3712 posts

Uber Geek

Trusted

#179138 28-Aug-2015 09:43

After a bit of indecision as a snap customer on a grandfathered plan that I think is pretty good value, I've decided to upgrade to the new plans and lock in for a 12 month contract. Mainly because:

1. Getting a 7490 seems like a good idea - I'm on VDSL and should be able to get UFB in the next 2-3 months - they've complete laying fibre and the chorus website says by Nov-2015. The AC wifi also appeals.
2. I have mobile with 2 degrees so can save $10 per month doing this.
3. The 6 months NEON looks like a decent little bonus.

So I signed up early yesterday morning. I'm just wondering how long it should be before I get some sort of confirmation of the change though? I understood that existing customers have until the end of August(or there abouts?) to take advantage of the free NEON offer, so I guess I don't want to miss that window.

I also sent a query through the contact us form on the website, just requesting confirmation that I will be able to get a 7490 with this upgrade. Again no response to this - not even an automated confirmation email that the query had been received, which the website seemed to imply had been sent to me when I successfully submitted the query.

Any chance one of you good 2degrees folk could have a look?

"I was born not knowing and have had only a little time to change that here and there." | Octopus Energy | Sharesies
- Richard Feynman

cruxis

481 posts

Ultimate Geek

#1375561 28-Aug-2015 10:20

My old plan was not grandfathered correctly so I changed to a unlimited plan and new contract on aug 3rd on the website it changed to pending. I got my neon code the next day via email. Also a text of plan change received.

But my plan did not get changed to unlimited untill the 24th august as thats when my month ended I was expecting this.

Also I have not received my new 7490 modem either so gonna ring them up see what happened. Currently on a 7390 modem which I got from them for a 2 year contract thats long expired.

sidefx

3712 posts

Uber Geek

Trusted

#1377896 1-Sep-2015 20:42

Seems 2 degrees has some work to do on their processes. Understandable given they probably have a lot of new signups, and are still integrating systems, etc. Still it is a little disappointing:

1. I still have yet to receive any form of acknowledgement of my plan upgrade request from 2 degrees. As cruxis notes above the button when logged into the website did change to "Pending" and I can no longer click it, but I wouldn't have known this if cruxis hadn't noted it.

2. I still haven't received any form of acknowledgement of my support query submitted through the contact us form on their website - not even an automated email confirming the query is queued up in their system.

3. I received a courier post "card to call" today - I can only assume it's the modem as I'm not expecting anything else, and my account screen when logged into the 2 degrees website now shows me locked into a 12 month contract so it seems the upgrade has gone through. But again, as per point 1, I've had no communication from them to expect delivery, no tracking numbers, nothing, so I wasn't expecting it and noone was home to accept it.

4. I've not received any NEON code - looking back at the email they initially sent this would be given to existing customers if upgraded by 6 Sept.

I'm on the phone to their 0800 number now; looks like I may have to get used to hold music though...

EDIT: Finally got through. I suppose 30 minutes on hold isn't too bad... The CSR was very helpful - it seems they don't send the NEON code until your plan changes now. So in my case I'll need to wait until the 19th. Also, yes it a appears they did send the modem out yesterday - would have been nice to get an email or text or something with a tracking number so I could have been prepared for it, but ah well.

"I was born not knowing and have had only a little time to change that here and there." | Octopus Energy | Sharesies
- Richard Feynman

memske

84 posts

Master Geek

ID Verified

#1378452 2-Sep-2015 17:44

sidefx: Seems 2 degrees has some work to do on their processes. Understandable given they probably have a lot of new signups, and are still integrating systems, etc. Still it is a little disappointing:

1. I still have yet to receive any form of acknowledgement of my plan upgrade request from 2 degrees. As cruxis notes above the button when logged into the website did change to "Pending" and I can no longer click it, but I wouldn't have known this if cruxis hadn't noted it.

2. I still haven't received any form of acknowledgement of my support query submitted through the contact us form on their website - not even an automated email confirming the query is queued up in their system.

3. I received a courier post "card to call" today - I can only assume it's the modem as I'm not expecting anything else, and my account screen when logged into the 2 degrees website now shows me locked into a 12 month contract so it seems the upgrade has gone through. But again, as per point 1, I've had no communication from them to expect delivery, no tracking numbers, nothing, so I wasn't expecting it and noone was home to accept it.

4. I've not received any NEON code - looking back at the email they initially sent this would be given to existing customers if upgraded by 6 Sept.

I'm on the phone to their 0800 number now; looks like I may have to get used to hold music though...

EDIT: Finally got through. I suppose 30 minutes on hold isn't too bad... The CSR was very helpful - it seems they don't send the NEON code until your plan changes now. So in my case I'll need to wait until the 19th. Also, yes it a appears they did send the modem out yesterday - would have been nice to get an email or text or something with a tracking number so I could have been prepared for it, but ah well.

Where did you send through the upgrade request btw? I can't find anything in my account etc.. Did you just do it on the main page?

Hatch

797 posts

Ultimate Geek

#1379000 3-Sep-2015 12:51

sidefx: Seems 2 degrees has some work to do on their processes. Understandable given they probably have a lot of new signups, and are still integrating systems, etc. Still it is a little disappointing:

1. I still have yet to receive any form of acknowledgement of my plan upgrade request from 2 degrees. As cruxis notes above the button when logged into the website did change to "Pending" and I can no longer click it, but I wouldn't have known this if cruxis hadn't noted it.

2. I still haven't received any form of acknowledgement of my support query submitted through the contact us form on their website - not even an automated email confirming the query is queued up in their system.

3. I received a courier post "card to call" today - I can only assume it's the modem as I'm not expecting anything else, and my account screen when logged into the 2 degrees website now shows me locked into a 12 month contract so it seems the upgrade has gone through. But again, as per point 1, I've had no communication from them to expect delivery, no tracking numbers, nothing, so I wasn't expecting it and noone was home to accept it.

4. I've not received any NEON code - looking back at the email they initially sent this would be given to existing customers if upgraded by 6 Sept.

I'm on the phone to their 0800 number now; looks like I may have to get used to hold music though...

EDIT: Finally got through. I suppose 30 minutes on hold isn't too bad... The CSR was very helpful - it seems they don't send the NEON code until your plan changes now. So in my case I'll need to wait until the 19th. Also, yes it a appears they did send the modem out yesterday - would have been nice to get an email or text or something with a tracking number so I could have been prepared for it, but ah well.

Funny, I asked if I could sign up for 12 months and get a new modem and they said no. Luckily my 7390 started playing up and they sent out a new 7490 anyway. (BTW I was out of contract, older Snap VDSL plan).

stuartgr

163 posts

Master Geek

Lifetime subscriber

#1379076 3-Sep-2015 14:01

Yeah I haven't had the greatest experience switching plans either..... I initially tried to swap from my out of contract 100/50 snap plan via the My2degrees website early august and received an error advising I needed to call the 0800 number. Gave them a call and was advised they couldn't swap me over as they were having issues. They advised they would call back once sorted. Sometime last week they called back and I went through the process of signing over to a no-term unlimited 100/20 plan, but have just been billed for my old plan again. My 2Degrees shows I've still got my old data allowance, but have been dropped in speed.... I'm not too phased, but I'll be calling up next month again if not sorted.

Don't yet have a neon code, but im not too fussed :)

LCA

2 posts

Wannabe Geek

#1379765 4-Sep-2015 13:58

I've also had issues with changing my plan (from an old grandfathered Snap plan) which will save me $25 a month. So I had to ring 2Degrees yesterday to 'remind' them that I'd submitted a change plan request via the website. I must say the young guy who dealt with my phone call was very efficient and most pleasant to deal with.

So thanks 2Degrees for the effort made to remedy my issue.

Hatch

797 posts

Ultimate Geek

#1379767 4-Sep-2015 14:00

Btw, I also got to keep my static ip for $5 a week, instead of $10 per week under the new plans. This was arranged by ralph/james.