Calls suspended for exceeding the 'Fair Use' policy

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Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Calls suspended for exceeding the 'Fair Use' policy

kiwibob1

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#261637 8-Dec-2019 08:24

Apparently I've breached 2degrees fair use policy on my unlimited calls plan so I can't call anyone!

Problematically I'm not on an unlimited plan and have 3297 minutes left on my $30pm plan. I appear to have only made 4 calls in the past week!

Naturally I can't raise anyone at 2degrees as they are busy on other calls.

Colour me unimpressed.

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#2370340 8-Dec-2019 08:29

@kiwibob1 Maybe you are calling 2degrees mobile numbers far more and these will not use included minutes

kiwibob1

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#2370341 8-Dec-2019 08:29

Update:

A 21 minute wait on the phone resolved the problem with a 'reset' and a restart of my phone. I gather I'm not alone but beyond that it's a mystery.

SaltyNZ

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#2370380 8-Dec-2019 09:52

That's not really something I've heard of - nor does it make sense that a phone restart would make any difference - but I'm glad it was sorted out for you.

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hio77

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#2370384 8-Dec-2019 09:54

Given the timing the 2d call center is probably getting hammered with all that's going on down south...

I'd probably relax on the timing to get a response

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davidcole

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#2370400 8-Dec-2019 10:25

My wife has just been given this message as well, and now can’t make calls. She’s made about 150 mins this month and 800 last.

Might try the restart.

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kiwibob1

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#2370413 8-Dec-2019 11:10

hio77: Given the timing the 2d call center is probably getting hammered with all that's going on down south...

I'd probably relax on the timing to get a response

Yes fair enough but it is frustrating when you 'need' to make a call it doesn't work. Luckily we kept what passes for a land line (VoIP)

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kiwibob1

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#2370416 8-Dec-2019 11:12

davidcole: My wife has just been given this message as well, and now can’t make calls. She’s made about 150 mins this month and 800 last.

Might try the restart.

The 'reset' took place at the 2degrees end and the help desk chap suggested a restart of the phone. I suspect that the latter on it's own would not have been very effective.

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#2370426 8-Dec-2019 11:32

Yeah the restart does nothing. So now she can’t call. Not great.

scottjpalmer

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#2370445 8-Dec-2019 11:58

My auntie is the same. I can't imagine the contact centre is a fun place to call at the moment but that's what I'm about to do.

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#2370448 8-Dec-2019 12:03

Just checked my 2d SIM, same problem and I haven't used any minutes on it for ages.

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#2370457 8-Dec-2019 12:13

@SaltyNZ Something is up

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scottjpalmer

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#2370461 8-Dec-2019 12:33

https://www.2degreesmobile.co.nz/help-and-support/mobile/service-status/#tab1

We are know that some 2degrees customers are receiving incorrect Fair Use limit messages when trying to use service on their mobile phones. We’re sorry for the hassle and rest assured our technicians are working hard to fix this for you, ASAP. Again, our apologies for the inconvenience and thanks for your patience.

Under repair

scottjpalmer

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#2370541 8-Dec-2019 15:40

Gave up on waiting on hold. Just tried to make a call again now, mine is working.

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#2370555 8-Dec-2019 17:22

Out of interest, what would be considered non fair use on 2D? 600 minutes, 1000 minutes? 3000 minutes?

Is it tied to off net calling?

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davidcole

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#2370559 8-Dec-2019 17:33

cokemaster: Out of interest, what would be considered non fair use on 2D? 600 minutes, 1000 minutes? 3000 minutes?

Is it tied to off net calling?

I asked that on the twitterers and didn’t get an answer .

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