Sorry 2degrees I am moving on!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Sorry 2degrees I am moving on!

Linux

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#296367 11-Jun-2022 17:48

I am on Gb Fibre but after today's customer service I have decided to pull the pin!

Customer service is shocking, New customers get treated far better than loyal existing customers

Called 2degrees 30 minutes on hold had to go out called back when home and 1 hour 20 minutes on hold IVR cut me off

Called back selected the IVR option to sign up as a new customer and call answered in under 5 minutes, Staff member could not help me and he put me thru to the broadband escalation line which was answered in about 10 minutes, Brent (I think that was his name) did not give a flying fish and admitted new customers are treated better and better deals

$96 existing customers out of contract

$80 for new customers get a free Fritzbox router and 6 months free Neon & Prime

My broadband and mobile accounts are always in credit

I have enjoyed been a 2degrees Fibre customer for a number of years but now it is time to say good bye

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#2925327 11-Jun-2022 18:02

Welcome to the world of new customer deals and zero for loyalty.

This is the exact reason why I change power & internet providers every 1-2 years. Saves a bunch in the long run with sharper rates or however many months of free service.

Although I disagree with the practice, if that's the game the providers want to play, then I'll play it.

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#2925354 11-Jun-2022 18:35

@Mehrts I just do not get this logic ignore loyal customers

If I was problem customer never paid my bills and called tech support as my printer is not working or I forgot my Facebook account password then I could understand but a customer that never needs tech support and pays monthly invoice in advance,

Far out if they wanted me to pay 1 year in advance I would not have an issue $80 x 12

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#2925355 11-Jun-2022 18:37

My friend and I each had a very similar experience with 2 Degrees regarding prices going up after contract expiry. This is almost a carbon copy of it, including the wait times.

Completely agree @Mehrts. If providers value acquisition over retention, so be it. However, so far my journey with Vodafone with JP at the helm has been very positive, I have recently been 'right planned' by an awesome NZ team lead and I'm extremely happy with the experience (so much so, I brought another connection across... 9 on account and counting).

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#2925356 11-Jun-2022 18:42

@Linux @cokemaster I do think it's a flawed system where new customers get better deals than existing ones. I have no problem sticking with a provider if they look after me for a long time, but that just doesn't seem to be the way.

I bounce between Orcon & Slingshot to take advantage of the new customer deals, but I also know that I'm not actually changing service in the background, as they're both on the same network infrastructure.

Same goes for power companies. The infrastructure stays the same, but the pricing can vary between providers for the same service.

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#2925357 11-Jun-2022 18:42

@cokemaster I agree with @jasonparis active on Geekzone the thought has crossed my mind this afternoon about moving my Fibre connection to VodafoneNZ

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#2925362 11-Jun-2022 18:55

Linux:

@cokemaster I agree with @jasonparis active on Geekzone the thought has crossed my mind this afternoon about moving my Fibre connection to VodafoneNZ

And there are people who have had same issues you had with 2D, with Vodafone.

End of the day, everyones out for money, theres always someone to "take your place" as it were.

XPD / Gavin

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#2925364 11-Jun-2022 19:00

@Linux - may be worth just asking the chat folks/contact centre folks what the best they can do, often they're prepared to shave $10/20 per month off the above the line offer.

@Mehrts - its a bit silly that they require folks to do that and on one hand it doesn't make sense. Acquiring customers is expensive. That being said, I think the business case for acquisition only offers rests with the fact that many customers will just go 'meh', remain connected with the same provider and the service provider reaps the fatter margins (which outweighs the smaller cost of prosumers exiting for other new acquisition offers). If enough customers said 'enough', I suspect service providers would change their tone fairly quickly.

I know a lot of providers will point to their 'brand' or their sponsorship (eg. Spark with Spark Arena, 2 Degrees with Super Rugby) being some asset that customers will instinctively gravitate towards... but at the end of the day, the only thing I care about is good service at a reasonable price. A few years ago, I would have extended 2 Degrees a bit more of a break being a 'challenger' in the mobile space but after their corporatisation... that good will is well and truly gone.

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#2925365 11-Jun-2022 19:03

@xpd - absolutely. There was a period of time where I felt burnt by Voda and a Voda sim card in my household was a rare sight. I've had poor experiences with all the main telcos.
That being said - I've also had some excellent experiences with the same telcos and I've also been privy to a number of them who have genuinely tried to improve their services for all customers.

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#2925370 11-Jun-2022 19:20

yes well when you call up about a fault, all they are interested in doing is getting you hooked on a new contract etc.

their excuse was that they cant submit a ticket to Chorus unless they has done the above thing.

Let me just say that the new modem didn't fix the problem as the problem was fixed before the modem arrived as it was more than likely a port reset that fixed the line in question. when you have 3 lines into the house and only one is having major issues, these support people are only reading off of a script. they have no clue really at the end of the day but to secure a contract.

i have been a customer for 16 years, things are mostly fine but when you call up about a legit fault then all you get is the run around and a beat around the bush..

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#2925377 11-Jun-2022 19:52

Linux:
@cokemaster I agree with @jasonparis active on Geekzone the thought has crossed my mind this afternoon about moving my Fibre connection to VodafoneNZ

A few days ago I received an email from Vodafone. One piece impressed me very much. That the CEO Jason Paris would personally give his email out at the end. Copied below*

*Kia ora

I hope you are well and have had the opportunity to re-connect with family and friends as travel and border restrictions continue to ease and take advantage of some awesome Vodafone roaming deals. I'm looking forward to finally seeing a Vodafone Warriors game on home turf next month, and hoping it improves their luck this season!

Here at Vodafone New Zealand, we remain totally focussed on things closer to home, which means keeping you connected, expanding our mobile coverage across Aotearoa New Zealand, giving you great value and continuously improving the service you get.

Thanks to everyone who got in touch with feedback and suggestions following my last update. I read every response and tried to personally respond to all of them. Three clear themes emerged, and I wanted to let you know what we're doing on each of them:

Better Connectivity
No surprises that keeping you connected was your number one concern. We're investing hundreds of millions in a better, smarter, network to do just that. Last year we upgraded our mobile network across the country, with over 400 upgrades and 165 new sites providing more 4/5G.

We've continued at pace this year, bringing 4/5G to sites from Kaeo in Northland to Gore & Invercargill in Southland, and everywhere in-between, including 27 sites in Hamilton alone – with heaps more to come.

All of this hard work and investment is paying off and we were recently recognised as the best mobile network across Aotearoa New Zealand by independent global leader in mobile testing, Umlaut. Their report also found Vodafone had the highest performance in major cities, towns and roads; Vodafone customers in major cities enjoy the best browsing and YouTube streaming experience, and Vodafone provides the best overall voice experience.

However, we know we have a lot more work to do – and we are onto it!

Better Communication
You also told me that sometimes you still face challenges trying to talk to Vodafone. We want to provide you with an easy experience regardless of where, when and how you want to interact with us.

We have already made some big moves on service improvement over the last 12 months, bringing our business call centres back to New Zealand, as well as taking a hyper-local approach to SME by creating local account teams right across the country.

These changes have seen our call wait times reduce to an average of just 85 seconds. However, we know too many of you are not getting the help you want fast enough, which is why we are expanding our hyperlocal approach across all of Vodafone, bringing most of our offshore service roles back to Aotearoa, as well as hiring more people in regional New Zealand towns and cities.

We are also super excited to be launching our very first 'Hyperlocal' Service Hub in Manukau this month. These hubs mean we will have even more of our people in your local communities who have that all important local knowledge and will be able to understand and solve your issues and connectivity needs first time.

We have also recently announced the buyback of our retail stores, which were jointly owned with a partner, and are now 100% Vodafone owned. In bringing our retail under full Vodafone ownership, it will help ensure customers get a consistently great experience no matter how they choose to contact Vodafone, be it in-store, on-line or on-call.

Doing it tough
Finally, I received many humbling emails sharing stories about kiwis doing it tough right now. I know that many are feeling the pinch on cost of living whether it's at the pump or the supermarket and our team have been looking at how we can help ease this pressure.

Broadband is now an essential service whether it's for working, learning or keeping the family entertained. We don't control all the costs for these services and have been advised by some local fibre companies of an increase in costs for retail providers like Vodafone to access fibre. Companies like Chorus, Enable, UFF and North Power will all be charging more for fibre and copper services in 2022.

We do control the costs for services that are provided using Vodafone's own network, such as our Wireless Broadband service, or the HFC Broadband service (available in parts of Wellington, Kapiti and Christchurch). I'm pleased to commit to you that Vodafone will not be increasing the prices on Wireless Broadband or HFC for at least the next 12 months.

In addition, we continue to offer the lowest Pay Monthly Endless plan in market and we're looking at ways to make it cheaper and easier to connect with us. More to come on that later in the year.

It was amazing to be able to bring Vodafone back to New Zealand in 2019 and as you can see, this means that we are focussing and investing 100% of our time and money on New Zealand and on the things that are most important to you.

I'm very excited about the network and service improvements we are making. I'll be in contact later in the year with more details of even more exciting customer initiatives.

As always, please feel free to email me at Jason.paris@vodafone.nz. I'm happy to help.

Ngā mihi

Jason Paris
Jason Paris
CEO

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#2925381 11-Jun-2022 20:09

A year ago I signed up for a new 12 month commitment with 2degrees to get a free rental on a Fritzbox, free Amazon Prime, and a good monthly price of $75 for unlimited data now @ 300/100 Mbps. The monthly price for no commitment was higher, signing for 12 months wasn't a problem because the service has always been good. I've gone to an open term plan now and not sure if it's staying at $75 or moving to $89.

Curious where you end up moving to.

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#2925392 11-Jun-2022 20:28

back in 2017 I signed up with Skinny on a 12 month contract to get a free modem and $68 a month.
Now at 2022 I still pay $68 a month (300 / 100)

New customers are not getting the deal that I am retaining.

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#2925393 11-Jun-2022 20:29

With Orcon last time we went off contract I rang them up and after a bit of discussion, they provided a $150 credit to sign up another 12month term. However, this time round I really can't be bothered why spend 30+ mins waiting on the phone when a 5min chat with another company an they'll happily switch you over and deal with all the paperwork, plus you'll get whatever bonus they offer.

Far simpler to switch every year or so. As such now with Electric Kiwi broadband, still vocus network but ~$20 less a month than Orcon. No noticeable change in performance. Will see how it's going in a year or so I guess...

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#2925394 11-Jun-2022 20:30

A happy vodafone customer here on HFC Docsiss 3.1. $63 per month for unlimited cable, landline and when I recently renewed for another year gave me $100 credit. 900/100

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#2925405 11-Jun-2022 20:57

ajw:

A happy vodafone customer here on HFC Docsiss 3.1. $63 per month for unlimited cable, landline and when I recently renewed for another year gave me $100 credit. 900/100

Wow, I just did address checker and I can get it. The download speed shown is faster then current 300, and upload just short of 100.

Contract with 2degrees nearly finished at $75 300/100, if they give me the run around for another contract deal, Vodafone looks best option.

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