2degrees home phone help

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Wrench

14 posts

Geek

#201351 15-Aug-2016 10:56

Hello,

I'm having issues with 2degrees once again and every time I speak to them I get the same 'troubleshooting' help, restart the router, factory reset the router.

Chorus disconnected us from the exchange (28/7/16) by mistake they claim, it took them a week (3/8/16) to come back and fix their mistake. Since then our phone hasn't worked at all, internet is fine but our phone line is gone. We have vdsl and home phone plus, before Chorus cut the line it worked fine with just plugging straight in the router and no issues, now there is a dial tone but it doesn't dial out and the router says there is no telephone numbers configured. We don't get cell phone reception here because we are in a valley and sort of rural so I have to rely on email contact with 2degrees which so far I haven't had a reply from. Almost 3 weeks later I still have no home phone and I'm still paying for services I can't use.

Does anyone know if there is settings that could be wrong with my router that I need to configure? it is a fritzbox 7490, or if it is something wrong at the exchange/2degrees end that I will just have to keep waiting for?

richms

28168 posts

Uber Geek

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Lifetime subscriber

#1611828 15-Aug-2016 11:14

IMO if you have no cellular coverage at all then an ISP provided voip service is not for you.

Can you use skype or something on your phone on wifi to give them a call instead?

Richard rich.ms

Wilko

60 posts

Master Geek

#1611853 15-Aug-2016 11:45

richms:

IMO if you have no cellular coverage at all then an ISP provided voip service is not for you.

Can you use skype or something on your phone on wifi to give them a call instead?

Cellular coverage has nothing to do with VOIP. It appears to me that Chorus have not connected your phone number correctly. I am on 2 Degrees VOIP over ADSL and have no problems (in fact it is brilliant! - free call messaging, call forwarding etc). Contact 2 Degrees and tell them the problem. I have found them to be very responsive to requests.

richms

28168 posts

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#1611862 15-Aug-2016 11:51

Wilko:

Cellular coverage has nothing to do with VOIP. It appears to me that Chorus have not connected your phone number correctly. I am on 2 Degrees VOIP over ADSL and have no problems (in fact it is brilliant! - free call messaging, call forwarding etc). Contact 2 Degrees and tell them the problem. I have found them to be very responsive to requests.

I do not find ISP voip over DSL to be reliable enough to be an exclusive communication option. As evidenced here their fault resolution is abysmal. Chorus have nothing to do with the connection of the phone number, the router is getting that from the 2degress provisioning system over the internet connection.

Without a cellular backup to get hold of people I would want to have an analog phone connection back to the grotty old but at least reliable gear in the exchange.

Richard rich.ms

Wrench

14 posts

Geek

#1611867 15-Aug-2016 12:04

richms:

Wilko:

Cellular coverage has nothing to do with VOIP. It appears to me that Chorus have not connected your phone number correctly. I am on 2 Degrees VOIP over ADSL and have no problems (in fact it is brilliant! - free call messaging, call forwarding etc). Contact 2 Degrees and tell them the problem. I have found them to be very responsive to requests.

I do not find ISP voip over DSL to be reliable enough to be an exclusive communication option. As evidenced here their fault resolution is abysmal. Chorus have nothing to do with the connection of the phone number, the router is getting that from the 2degress provisioning system over the internet connection.

Without a cellular backup to get hold of people I would want to have an analog phone connection back to the grotty old but at least reliable gear in the exchange.

I haven't had any issues with voip over my vdsl connection until now whether that was caused by Chorus or 2degrees, but I do agree with you on 2degrees support being awful. They almost never offer any sort of help to me other than turn the router on and off or factory reset as if they were reading it from a helpdesk for dummies on their table. I finally got in contact with them after a 45min drive to reception and a long ass wait on hold to be told to turn it on and off again, after explaining the situation again they told me there was too much lag on my line/connection? to remote to my router and fix it. Now I'm being sent a new router to fix the issue apparently...

Wilko

60 posts

Master Geek

#1611875 15-Aug-2016 12:18

I think that because Chorus disconnected you originally, they have not re-connected your VOIP properly. Unfortunately, you will have to go through 2 Degrees to get Chorus to fix their mistake. As your internet works, you could use Skype to make calls until your landline is working again.

At least 2 Degrees call centre is in NZ

vexxxboy

4243 posts

Uber Geek

#1611882 15-Aug-2016 12:33

i have never been told to turn my router on and off the whole time i have been with Snap/2 degrees. i just let them have remote access to my router and they set all my settings for voip and check if it's working takes them a few minutes .

Common sense is not as common as you think.

Wrench

14 posts

Geek

#1611883 15-Aug-2016 12:36

vexxxboy:

i have never been told to turn my router on and off the whole time i have been with Snap/2 degrees. i just let them have remote access to my router and they set all my settings for voip and check if it's working takes them a few minutes .

I never had issues with snap and I was with them for a long time before 2degrees took over but since then they have been slow and not as helpful, but I guess they are a much bigger company than snap was so it was to be expected.

I was just hoping it was a setting on my router not correct and could fix it without having to deal with Chorus again, its never fun.

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2degreesCare

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2degrees

#1612043 15-Aug-2016 16:12

Hi Wrench,

Can you please message me your phone number and broadband customer number, I'll take a look and see what's up.

If you have changed over to Home Phone Plus, it should be all set up on your modem ready to go, with your phone connecting in to the FON port on the back of the modem we supplied. More than happy to check and make sure it's all been ported and set up correctly for you.

Thanks,

Ralph ^JOB