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Wrench

14 posts

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#191450 4-Feb-2016 15:15
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Hello,

 

 

 

Usually I'm just one to lurk but I've deiced to vent my frustration with 2degrees.

 

I've been a customer with Snap for a long time now, I signed up with a friend because he was working there at the time. For the most part I never had a issue with snap and if there ever was a slip up they were very fast and fixing it and helpful in explaining the cause and so on. Recently though now that they have become part of 2degrees I've had issue after issue with has left me disappointed and considering different options to provide me the services I need.

 

 

 

My latest issue has been the connection of my internet and phone services. We moved from a house we were renting into a new home I have just purchased, I understand dates that 2degrees can and will differ the the actual time chorus will give them. We were told our new connection would up and running on the 18/12/15, the date me moved into the new house but later found out that it would be connected on the 31/12/15. We had told the many different operators we had spoken to that we had no cell phone reception at our new house and that until we had our new landline we would be unreachable. We were never provided with or offered a vdsl router until I called and asked about it, the person we spoke to about our connection had no idea if we were connected to vdsl or adsl and that our phone line was connected to our old house. We eventually get a new router on the 11/1/16 and can connect to the internet but our phone line still wasn't work. After more calls and people still not knowing what was going on I get a text saying our connection would be done on the 22/1/16. Now on the 4/2/16 we can call people from our phone but nobody can call us, its just doesn't work. 2degrees told me that the connection had never been completed and I shouldn't even be able to connect to the internet?

 

 

 

On top of all this we are still being billed from our old adsl plan and have been capped, we signed up for a unlimited vdsl plan and I still have a 150gb cap from my old plan. I was told that it would roll over to the new plan at the beginning of the month because we had already paid for our adsl plan for that month so it wouldn't change over. Today I again check my account summary to find I am still on a capped adsl plan even though I've been using a vdsl connection for a month now.

 

 

 

Where do I even begin with 2degrees now? I don't even want to call them to try and sort it out because each time I speak to them I get a different answer or nobody knows the answer. They were ready to hand out a extra 300gb of data to me but that was it, I should be on a unlimited connection to begin with, there wasn't even a attempt to change the plan to its current or anything as such.


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  #1485287 4-Feb-2016 15:54
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Hi Wrench,

 

Sorry to hear about that situation. We are definitely keen to check this out and make sure everything is as it should be, and work out what was up with those dates. Any dates that we provide would come directly from the orders with our wholesalers.

 

Can you please message us with your broadband account number, and we'll get to the bottom of this for you.

 

Thanks

 

Ralph ^JOB


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