Help! Stuck behind robot wall of 2degrees help line!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Help! Stuck behind robot wall of 2degrees help line!

Artisan

4 posts

Wannabe Geek

#198230 1-Jul-2016 10:25

My broadband has been down for three days now and I can't register a fault with 2degrees because a problem with my mobile means I can't navigate the help line (0800 022 022). According to the 2degrees live chat operator on their website the help line is the only way for me to register a fault. Is this true??

I have a detached proximity sensor on my phone, which means no keypad during calls, which means I can't Nav. the help line. My modem is a Fritzbox with both power and info lights green.

Does anyone have suggestions for a course if action?

Cheers!

Artisan

4 posts

Wannabe Geek

#1583931 1-Jul-2016 10:27

It is most likely the Chorus mob playing musical phone lines at the exchange again- any use hitting them up?

KrazyKid

1238 posts

Uber Geek

#1583934 1-Jul-2016 10:36

Say hello to your neighbor/friend/employer and ask to use their Landline/mobile to call the & lodge a fault.

Though I am amazed that the on-line chat can't help or call you back. That seems pretty poor service at first glance.

robjg63

4100 posts

Uber Geek

Subscriber

#1583951 1-Jul-2016 11:09

They have an online form that has "Broadband Fault" as one of its categories:

https://www.2degreesmobile.co.nz/contact-us/

Does that page work on your mobile - looks like it should...

Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

2degreesCare

1537 posts

Uber Geek

Trusted

2degrees

#1584014 1-Jul-2016 13:31

Hi there,

Our WebChat agent has passed your issue to our Tech Support to call you back.

We can only lodge a fault over the phone from someone authorised on the account or via an email from the billing email address because we have to troubleshoot the issue and inform the customer of the financial liabilities in case the fault is outside of our or the wholesaler's control.

Anyone can be anyone on social/webchat so it's important we authenticate the person requesting the call-out.

If the OP can PM his customer ID, address and email address we can follow up with the team dealing with it.

Thanks,

Ralph ^JOB

KrazyKid

1238 posts

Uber Geek

#1584019 1-Jul-2016 13:38

Its a shame that this obviously was not made clear when on Webchat.

Glad it seems to be on the way to resolution.

Artisan

4 posts

Wannabe Geek

#1584284 1-Jul-2016 17:44

Thanks for your help all. It probably sounded rougher on 2degrees than needed. I was on the road when we live-chat-thing although my callback didn't come later. Meh. Thanks for the link to webform - I sent something (but subsequently missed the callback that suggested I call: 0800...) .

Artisan

4 posts

Wannabe Geek

#1584289 1-Jul-2016 17:54

Ha. Nearly there. Shouldn't have got stoned for this.

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NonprayingMantis

6434 posts

Uber Geek

#1584315 1-Jul-2016 18:43

2degreesCare: Hi there, Our WebChat agent has passed your issue to our Tech Support to call you back. We can only lodge a fault over the phone from someone authorised on the account or via an email from the billing email address because we have to troubleshoot the issue and inform the customer of the financial liabilities in case the fault is outside of our or the wholesaler's control. Anyone can be anyone on social/webchat so it's important we authenticate the person requesting the call-out. If the OP can PM his customer ID, address and email address we can follow up with the team dealing with it. Thanks, Ralph ^JOB

Makes sense for email - since they would need to have access to that persons email account (which would be password protected) to get access

if you can authorise somebody over the phone, then you can authorise somebody over webchat.

BUT

If "Anyone can be anyone on social/webchat"

then "Anyone can be anyone on the phone" too.

How is your phone authentication any different from your webchat authentication?