I post this in desperation. Six days ago I got so fed up with 2degree inability to resolve my VOIP home phone issue I sent the below email. I'm currently at a loss on how to proceed. I asked to speak to a mgr and been told none are available, but I can email my complaint (which I've done), I've rung so many times I've lost count, I'm using a phone and router provided by 2degrees, I've been told three times I'll be rung back.

I used to be with Snap and never had an issue; are other people experiencing these issues? Has anyone else had a similar issue with call quality to cellphones from VOIP phone service? Also interested in the likely cause is this a hardware or configuration issue.

I'm not unreasonable and accept that it might take a few phone calls to work through an issue but I've been extremely disappointed on the service provided by 2degree on this occasion.

Any advice from the forum on how to proceed from here?



"2 Degrees,

Issue

More than 2 weeks ago I logged a job about the voice quality associated with my landline phone (06 359xxxx). The issue only relates to outgoing call to cell phones, the person on the cellphone complains that the voices are breaking up and it sounds like the person speaking is underwater, or complaints of an echo. These issue don't exist on incoming call from the same cell phones. This issue isn't limited to a single cellphone network. The tech term would be Jitter or latency.

What's occurred to date

Initially I thought it might be my handset so I ordered a FritzFon from 2 Degree however the issue still exists. Numerous phone calls to the help desk (starting late Nov early Dec) led to a number of things being tried to resolve it incl: Rebuilding the number, giving us a new Phone number, resetting the Phone, resetting the router and reviewing the router/VOIP settings.

Since 1st Dec I've made upward of 8-9 Phone calls seeking a resolution. Approx 10 days ago I was told it would be referred to an Engineer to look at and someone would be in touch (I even provided my Cell No), after a number of days (approx. 10 Dec) I rung up to see what was happened and was advised it was still with the Engineers but a discussion with the Call Operators Mgr suggested that a Priority ticket would be created as I should have had a response. On the 15 Dec I ring up again after hearing nothing and was advised I would be rung back 1st thing on the 16 Dec after they had spoken to the Engineer. once again I hear no response and ring again at approx. 1130am to be told that no job had actually been logged with the Engineering department and he would log it now. When asked if this would be a priority I was advised they currently had a back log and a response wasn't likely before next week.


I've made upwards of 8-10 phone calls relating to this subject. I've been told on three separate occasions I'll be rung back and never received a phone call or email, I've been told multiple times that an engineer would be looking into the issue to find that no ticket had been created. When a ticket is created I'm told it will be the another week before I could expect a response.

I would appreciate an explanation and a priority resolution as I expect better from 2Degrees.

Regards
Nathan"