2Degrees - Delay in getting broadband installed

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Finch

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#191043 21-Jan-2016 10:56

Hey guys.

On Tuesday I rung up 2D to sign up to broadband. I asked for it to be installed on the 1st Feb, and got told that was fine. The person I was talking to on the phone mentioned he would make a note saying not to install it any earlier, as I am moving into a new place.

This morning I got a text saying it would be installed on the 9th Feb. Not happy. I got told one thing, and now I am getting told something else. Not a good first impression.

Where I am moving, the current tenant is on 2Degrees also. Surely it cant be that hard to put everything in my name? I don't know how the system works, so maybe it's harder than it sounds, however that is going slightly off topic now.

Back on topic, I would like it to be good to go from the 1st, as promised.

Hopefully somebody from 2D can PM me, or if somebody knows what to do please post :)

NonprayingMantis

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#1475976 21-Jan-2016 11:01

Sadly this is likely to do with the way Chorus requires things to happen when regarding people moving and or out of properties..

ISPs have no way around it, even though it is the dumbest process that makes absolutely no sense.

yitz

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#1475988 21-Jan-2016 11:21

Yeah but since the current intact connection is also 2degrees Broadband they might be able to apply a few tricks on their end in order to let your account authenticate for the time being.

2degreesCare

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#1476005 21-Jan-2016 11:36

Hey there Finch,

Looks like there may be some crossed wires there. We are unable to confirm dates until we have the order in with Chorus and the booking date with them confirmed. If you requested a specific date during the sign up process, we'll request for the order to be connected on or as close as possible to that date. For a new connection, usual timeframes are 5-15 working days for xDSL connections.

Can you please PM us with your account number and address, and we'll take a look and see what we can do for you.

Cheers

Ralph ^JOB

Finch

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#1476007 21-Jan-2016 11:37

2degreesCare:

Hey there Finch,

Looks like there may be some crossed wires there. We are unable to confirm dates until we have the order in with Chorus and the booking date with them confirmed. If you requested a specific date during the sign up process, we'll request for the order to be connected on or as close as possible to that date. For a new connection, usual timeframes are 5-15 working days for xDSL connections.

Can you please PM us with your account number and address, and we'll take a look and see what we can do for you.

Cheers

Ralph ^JOB

Pmed. Thanks.

sbiddle

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#1476016 21-Jan-2016 11:45

Finch:

Hey guys.

On Tuesday I rung up 2D to sign up to broadband. I asked for it to be installed on the 1st Feb, and got told that was fine. The person I was talking to on the phone mentioned he would make a note saying not to install it any earlier, as I am moving into a new place.

This morning I got a text saying it would be installed on the 9th Feb. Not happy. I got told one thing, and now I am getting told something else. Not a good first impression.

Where I am moving, the current tenant is on 2Degrees also. Surely it cant be that hard to put everything in my name? I don't know how the system works, so maybe it's harder than it sounds, however that is going slightly off topic now.

Back on topic, I would like it to be good to go from the 1st, as promised.

Hopefully somebody from 2D can PM me, or if somebody knows what to do please post :)

An install date can't be guaranteed until an order is lodged, and in the case of moving to a property a connection can't be lodged until the current connection is disconnected if an existing service order is in place on the line.

The only way around this if you're happy to pay a few hundred dollars to guarantee a date is to get a brand new connection on a new line.

Finch

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#1476021 21-Jan-2016 11:47

sbiddle:

Finch:

Hey guys.

On Tuesday I rung up 2D to sign up to broadband. I asked for it to be installed on the 1st Feb, and got told that was fine. The person I was talking to on the phone mentioned he would make a note saying not to install it any earlier, as I am moving into a new place.

This morning I got a text saying it would be installed on the 9th Feb. Not happy. I got told one thing, and now I am getting told something else. Not a good first impression.

Where I am moving, the current tenant is on 2Degrees also. Surely it cant be that hard to put everything in my name? I don't know how the system works, so maybe it's harder than it sounds, however that is going slightly off topic now.

Back on topic, I would like it to be good to go from the 1st, as promised.

Hopefully somebody from 2D can PM me, or if somebody knows what to do please post :)

An install date can't be guaranteed until an order is lodged, and in the case of moving to a property a connection can't be lodged until the current connection is disconnected if an existing service order is in place on the line.

The only way around this if you're happy to pay a few hundred dollars to guarantee a date is to get a brand new connection on a new line.

So if I ask the person who lives where I am moving to if he can ring 2D to stop his connection from being disconnected, it should be fine then?

AliExpress

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sbiddle

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#1476026 21-Jan-2016 11:52

Finch:

sbiddle:

Finch:

Hey guys.

On Tuesday I rung up 2D to sign up to broadband. I asked for it to be installed on the 1st Feb, and got told that was fine. The person I was talking to on the phone mentioned he would make a note saying not to install it any earlier, as I am moving into a new place.

This morning I got a text saying it would be installed on the 9th Feb. Not happy. I got told one thing, and now I am getting told something else. Not a good first impression.

Where I am moving, the current tenant is on 2Degrees also. Surely it cant be that hard to put everything in my name? I don't know how the system works, so maybe it's harder than it sounds, however that is going slightly off topic now.

Back on topic, I would like it to be good to go from the 1st, as promised.

Hopefully somebody from 2D can PM me, or if somebody knows what to do please post :)

An install date can't be guaranteed until an order is lodged, and in the case of moving to a property a connection can't be lodged until the current connection is disconnected if an existing service order is in place on the line.

The only way around this if you're happy to pay a few hundred dollars to guarantee a date is to get a brand new connection on a new line.

So if I ask the person who lives where I am moving to if he can ring 2D to stop his connection from being disconnected, it should be fine then?

No, because there will still be an intact connection at the premises. The existing connection needs to be disconnected before a new connection can be lodged. Getting them to not disconnect it can make things worse as the process for getting an intact connection abandoned will simply add further to the delays.

If you're dealing with 2d the best option is to see what they can do, but you can pretty much join the hundreds of other threads on here from people who experience issues in such situations when moving ISPs because Joe Public doesn't understand what goes on behind the scenes or how the processes work (and arguably shouldn't have to, but it's complex so you really need to)

BigPipeNZ

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#1476046 21-Jan-2016 12:20

OP - you might be interested in this article which explains a bit about how Chorus process works when it comes to new connections (particularly the last section which is about moving house)

http://blog.bigpipe.co.nz/2015/12/21/how-to-switch-isps-without-ruining-everything/

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Finch

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#1476658 22-Jan-2016 10:58

@2DegreesCare/Ralph

Can you please check your inbox, I got another text yesterday.

Thanks

Finch

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#1476839 22-Jan-2016 14:15

Update:

Since this thread was made it looks like Ralph has pressed a few buttons, made a few calls and the new installation date is the 3rd Feb. Not the 1st as I was told, but better than the 9th 2Degrees later told me.

Thank heaps to Ralph and 2Degrees!