Really disappointed 2degrees

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timmmay

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#2828934 8-Dec-2021 19:33

Try using mobile data as a test, if you're with another telco, that might help isolate the problem.

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xpd

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#2829084 9-Dec-2021 08:07

As for the wait times etc, it is normal at the moment with almost any call center. 2Degrees have been open and honest about it from the start.

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eracode

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#2829146 9-Dec-2021 08:46

Maybe the call-back thing depends on the time of day or workload or something. When I called mid-morning a couple of weeks ago, waited 30+ minutes and got several offers of a call-back.

Sometimes I just sit and think. Other times I just sit.

MrGadget

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#2829246 9-Dec-2021 09:57

eracode:

Maybe the call-back thing depends on the time of day or workload or something.

Just called now and can confirm a call back was offered after 3 minutes on the call (less when you factor that I was selecting menu options for maybe the first minute or so.

Perhaps @SarahRykers can offer some insight into the call back option and whether this is on all the time or at selected high volume periods?

quickymart

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#2829254 9-Dec-2021 10:08

MrGadget: Okay - what tests (and results) have you done so far?
Is this on a cables connection or wifi?
Has anything else changed in the last few days (new devices etc)?

@Mihilli - see above. Have you carried out any testing on your connection?

SarahRykers

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#2829267 9-Dec-2021 10:24

mihilli:

I've been a 2degrees fibre broadband and mobile customer for many years now (originally Snap).

I'm having broadband issues at the moment and their wait times for the service desk either via telephone or email are astoundingly bad. Over the last couple days, I've spent about 80 minutes on hold. Sent a message via the website with no response.

Out of desperation, I called the sales desk, wonder of wonders, got thru immediately. Told the person on the phone my issue, he said he couldn't help me and put me in the helpdesk queue.

Called back, asked to speak to a supervisor, got a wiseass who effectively said, that's the way it is right now, lockdown, blah, blah, staff training, blah blah, kind of felt like an FU.

So guess it's time to start looking around, any recommendations?

Hey mihilli,

I'm really sorry to hear this. I genuinely can appreciate how frustrating it is not to receive help when you need it, and those kinds of wait times are really not good enough. While it sounds like the supervisor may have not delivered it in the best tone, he is telling the truth. We're aware our wait times are a pain point at the moment and we are training new staff as fast as we can to resolve this. Unfortunately the reality is that it takes time for people to gain the knowledge they need to help our customers so there is no instant fix. We're working hard on it and hope to have these new customer care agents ready to go very soon.

Are you still having trouble? If you are flick me a DM with your details and I'll find someone who can help you asap. Once again, really sorry to hear about your experience.

Cheers,
Sarah

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

duffles

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#2829803 10-Dec-2021 09:37

mihilli:

I have a subscription to NBA League Pass. Has worked flawlessly for the 1st 4 weeks of the season. Last few days, it is constant stop start, plays for a few seconds then buffering for 1 or 2 seconds. All hours of the day.

I restarted the fritz box and it is possibly worse now. Deleted all cookies, history, etc off laptop, no change.

Could it be an issue with NBA service? Possibly but I've used it for about 4 years now and never had this before, one of the more reliable International streaming services I've used.

Open to ideas.

Hey mate,

I use NFL Gamepass which takes a similar route to NBA League Pass in terms of CDN, I believe, no issues for me of late.
2d UFB in Christchurch.

Have you tried other devices to rule out your laptop?
Is everything else working fine when the issue arises?
As someone mentioned, potentially try using a mobile app using data to see if there is any improvement?

Keen to know how you get on.
I'll check in with some friends on 2d who also use NBA LP to see if they are experiencing similar issues. I'm sure they would have squealed in my general direction by now if something was upsetting their ability to watch ball though...

Cheers

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Linux

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#2829806 10-Dec-2021 09:44

@mihilli Are you using 2d DNS or 3rd party?

SarahRykers

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#2829815 10-Dec-2021 09:56

MrGadget:

eracode:

Maybe the call-back thing depends on the time of day or workload or something.

Just called now and can confirm a call back was offered after 3 minutes on the call (less when you factor that I was selecting menu options for maybe the first minute or so.

Perhaps @SarahRykers can offer some insight into the call back option and whether this is on all the time or at selected high volume periods?

Heya! Call back is usually available in the first 2-5 minutes of giving us a bell, however there will be certain times that the option is switched off. For example, we wouldn't offer call backs if you call in the evening and we won't have time to call you back before the call center closes at 10pm.

It varies, but morning is often the best time to call for help if you're looking for shorter queues or a call back option.

Stay safe team,

Sarah Rykers - 2degrees Social & Digital Media Manager

I'm in the Brand & Comms team. If you'd like some help from our 100% Kiwi customer care team call 0800 022 022.

mihilli

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#2829845 10-Dec-2021 11:22

The good news is after doing a little more investigation it is a hardware problem, not an internet problem. Still need to do a bit more to determine exactly what's causing the issue but it may be something as simple as a faulty hdmi cable.

So thanks for trying to help.

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