Really frustrated by 2D customer service - New sign up for broadband

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js7319

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#289486 8-Sep-2021 16:47

I have just signed up with 2dedgrees broadband contract on 16/08.

Because my bill cycle from the current ISP is on 5th every month, I have requested them to switch the connection on 4th September.

Received confirmation email that they will be switching on 4th September on 18/08. I have also paid shipping fee on the same day.

Received the router last week, so far so good.

on 4th September, nothing happens, I still have connection with my former ISP.

on 6th September, I emailed them (using reply) asking when will I be switched.

on 7th September, I emailed them again on 'Contact Us' asking the same question.

on 8th September (today) I have lost internet connection from my former ISP, and they have informed me that switch schedule is set on 15/09/2021. And asking me whether to stay for another month or I should contact the new ISP for the connection.

Because I can't seem to contact 2Degrees and never been informed about this, I had to ask my former ISP to reconnect my internet.

I am working from home and have lost internet connection for 1 hour, 12-1pm.

at 1:30pm, I have sent another email to 2Degrees asking what is going on and if you are going to switch me over on 15th like what they said, then reschedule the switch to 04th October, so I don't get double bill.

At 4pm, I finally received reply from 2 Degrees customer service as below:

Thank you for your reply.
You will be connected on the 15th September.
Please if you have any further questions, reply to this e-mail or call us on 0800 022 022 between 8am - 10pm.

So I replied to them, "read my email".

I am really disappointed with their response and regretting I made the switch.

Linux

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#2774659 8-Sep-2021 16:50

Stop emailing and call them! Email is for non-urgent

morganbrowne

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#2774661 8-Sep-2021 16:51

Hey there,

We're keen to help out - please call us as this sounds urgent - 0800 022 022 option 9. Sorry for the hassles

Cheers,

Morgan Browne - 2degrees Social & Digital Media Manager.
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022.

js7319

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#2774663 8-Sep-2021 16:54

Linux:

Stop emailing and call them! Email is for non-urgent

There never seem to be real person on the other line I can reach with in 30 minutes.

My point is I have given them 3 weeks to schedule the switch, but if they have failed to deliver this, they should have contacted me or informed me in any way.

timmmay

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#2774760 8-Sep-2021 18:38

Calling is best. Sometimes there's a queue, usually it's not too long. Service is usually excellent.

chevrolux

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#2774766 8-Sep-2021 18:48

I think you're being a bit impatient with the call center. It would have been getting smashed lately, being the only avenue for people to deal with their mobile related queries.

I would just add though, my own experience with 2degrees provisioning is they are a bit slow.. I wonder if the front line just can't actually do anything themselves and there is another, under resourced, team. I signed up, gave them my ASID and ONT serial, and it still took two weeks to churn... it should be done the same day, or next day.

duffles

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#2775095 9-Sep-2021 09:33

I'll echo what the above have suggested. Calling for an urgent response is always the best method of contact.

Something of interest is that you mention that your previous provider disconnected you. You would have had to have requested this. This indicates that 2d weren't able to place a transition order because this order was in place - you can't place one order on top of another.
Standard practice for the 2d guys is to always place a transition order to minimize downtime for the end user.
The team wouldn't have been able to place an order for you until the disconnection order completed or was cancelled.
Sorry but unless there is more to the story, it does look like you have caused this issue yourself.

It's been mentioned countless times on this forum that you should wait until you get confirmation from 2d of a connection date before you cancel with your existing provider to avoid a situation like this.

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

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Linux

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#2775099 9-Sep-2021 09:41

Good point above did you tell the ISP that you were leaving for another provider?

boosacnoodle

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#2775110 9-Sep-2021 09:56

chevrolux:

I think you're being a bit impatient with the call center. It would have been getting smashed lately, being the only avenue for people to deal with their mobile related queries.

I would just add though, my own experience with 2degrees provisioning is they are a bit slow.. I wonder if the front line just can't actually do anything themselves and there is another, under resourced, team. I signed up, gave them my ASID and ONT serial, and it still took two weeks to churn... it should be done the same day, or next day.

99% sure the broadband and mobile teams are completely seperate.

With that said, I termed my connection with them in January and it's still active! Suggests something is not quite right with their provisioning.

xpd

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#2775206 9-Sep-2021 11:57

I just switched to 2D from BigPipe.

Billing date with Big Pipe was 10th August.

Placed order with 2D online and requested 8th Sep changeover.

Got impatient and asked to made 6th September.

6th September I'm on 2D.

8th September, contacted BigPipe to ensure account was queued to close - it was.

Done.

I did use Twitter for a majority of contact.

XPD / Gavin

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Rmani

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#2775521 9-Sep-2021 15:38

I applied to switch my broadband 2D on August 27th. I was sent an email stating they'd advise me when everything is ready so I can inform my current ISP. However, today i received a SMS stating my connection would be up tomorrow and that I should let them know before 48 hours for any change. Now I am trying to reach the customer service to re-schedule, for the past 45 mins but still couldn't. Tried reaching them in twitter, still no luck. Really frustrating :(

Rmani

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#2775580 9-Sep-2021 16:58

Got hold of them after ~90mins waiting, social media team in Twitter didn't even bother to reply to the DM. Disappointed and definitely wouldn't recommend, again this is my experience.

Rmani

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xpd

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#2775642 9-Sep-2021 19:16

I believe their call center is under the pump due to COVID (Staff taking leave/unable to attend office due to family contacts etc), just a bad time to be trying to switch over. Think you'll find most ISPs are in similar boat, just dealing with things the order they come in.

XPD / Gavin

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#2775644 9-Sep-2021 19:21

Rmani:
Got hold of them after ~90mins waiting, social media team in Twitter didn't even bother to reply to the DM. Disappointed and definitely wouldn't recommend, again this is my experience.

They are not obligated to respond to a DM in a certain time frame