decline in 2degrees support?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › decline in 2degrees support?

paulchinnz

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#222466 13-Aug-2017 09:10

I've grown accustomed to pretty good support from 2d over the years, with responses to web forms within a couple of working days and calls reaching a human within 10 minutes.

However in past month, it's taken a fortnight for a response to a web form submission (and no response to another), and I've spent over an hour on the phone (total time from 3 separate attempts) to 200 without managing to get a human (still trying).

Just me or 2d going through a bad patch or something more pervasive at 2d??

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#1845772 13-Aug-2017 11:26

I also realised a few days ago that they had increased their casual Prepay rates back to the original - 20c txt, 44c calls and 50c/MB. What happened to the 9c txts?

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#1845775 13-Aug-2017 11:51

The casual SMS rate went from 9 cents to 20 cents about 18 - 24 months ago and was even in the media

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Edit : VFNZ offers best casual rate prepay plan by miles Pay&Go

1 cent SMS , 20 cents per min , 20 cents per MB

tehgerbil

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#1845809 13-Aug-2017 14:10

+1. Snap was less than 20 minutes to reach an actual technician.

2Degrees is at LEAST 30 minutes and I've been put on hold for 10-15 minutes at a time.

hio77

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#1845863 13-Aug-2017 15:30

Growth pains like this every RSP seems to go through at some point..

as someone who used to be very passionate behind Snap, it is sad to hear reports like this.

I'm sure Mark and Ralph are still out there, working hard to get things back up to par however :)

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mattwnz

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#1845915 13-Aug-2017 16:31

hio77:

Growth pains like this every RSP seems to go through at some point..

as someone who used to be very passionate behind Snap, it is sad to hear reports like this.

I'm sure Mark and Ralph are still out there, working hard to get things back up to par however :)

Although you would think that because it happens all the time, that there would be a solution to prevent it happening with other companies that go through the same type of growth. Whether that be following a framework or getting in staff that specialise in growth.

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#1845919 13-Aug-2017 16:45

Staff churn is a major issue they learn and then move on

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#1845920 13-Aug-2017 16:53

I had a support issue with which required phoning a few weeks back. Two phone calls answered within 2 mins each. I'm still more than happy.

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#1845924 13-Aug-2017 17:17

i had one of their techs ring me the other week because they noticed my internet was dropping out for a second or so and did i notice it. They made sure all cables were in and not loose and they would track it for 24 hours to see if it improved .

Common sense is not as common as you think.

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#1845927 13-Aug-2017 17:21

vexxxboy:
i had one of their techs ring me the other week because they noticed my internet was dropping out for a second or so and did i notice it. They made sure all cables were in and not loose and they would track it for 24 hours to see if it improved .

Very interesting, wonder what else they are upto in this space then

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ANglEAUT

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#1845973 13-Aug-2017 18:53

tehgerbil: ... 2Degrees is at LEAST 30 minutes and I've been put on hold for 10-15 minutes at a time.

Guv: I had a support issue with which required phoning a few weeks back. Two phone calls answered within 2 mins each. ...

Luck of the draw maybe? I'm still happy with the service I've received. Yes my son also had the 30-40min wait time and frustrations with the bill.

Please keep this GZ community vibrant by contributing in a constructive & respectful manner.

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#1845985 13-Aug-2017 19:33

Linux:

Edit : VFNZ offers best casual rate prepay plan by miles Pay&Go

1 cent SMS , 20 cents per min , 20 cents per MB

Warehouse is not bad either, 2c/SMS, 4c/minute, 6c/MB.

Vodafone has a lower minimum topup, $20/360 days while Warehouse is $10/90 days.

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#1845987 13-Aug-2017 19:36

DarkShadow:
Linux:

Edit : VFNZ offers best casual rate prepay plan by miles Pay&Go

1 cent SMS , 20 cents per min , 20 cents per MB

Warehouse is not bad either, 2c/SMS, 4c/minute, 6c/MB.

Vodafone has a lower minimum topup, $20/360 days while Warehouse is $10/90 days.

Vodafone does $10 topups as well

Linux

sonyxperiageek

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#1846037 13-Aug-2017 20:25

Linux: The casual SMS rate went from 9 cents to 20 cents about 18 - 24 months ago and was even in the media

Linux

Edit : VFNZ offers best casual rate prepay plan by miles Pay&Go

1 cent SMS , 20 cents per min , 20 cents per MB

Yeah 2degrees told me it changed in June 2016! Doesn't help that I haven't been with them for ages now!

Sony

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#1846082 13-Aug-2017 22:26

2degrees suggest that I call them on another phone to resolve a issue with my MMS. Yet I don't have another phone to sit on the phone to them for hours on end.

hio77

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#1846086 13-Aug-2017 22:30

benokobi:

2degrees suggest that I call them on another phone to resolve a issue with my MMS. Yet I don't have another phone to sit on the phone to them for hours on end.

What they are likely suggesting is call on a landline, as to free up the problem device.

this is common practice, Take for example, an issue with your landline... to run a linetest, your provider would require you to not be using the landline at the time of testing.

In terms of MMS, this would likely be going through things like VLRA resets and reconfiguration which would, require communication via another channel as this would drop the call.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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