Sorry 2degrees I am moving on!

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

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Coromandel's CFM
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#2930135 15-Jun-2022 21:40

I also had a shocking customer experience with 2D. I understand their network is good, but in my case the customer service was shocking. Having to call multiple times waiting 1-2hours each time.

If nothing ever goes wrong 2D are great, if you need to talk to someone, be prepared to be patient.

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jonathan18

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#2932438 21-Jun-2022 11:36

Can those who have left 2D confirm what happens to the supplied router?

I’ve had the current Fritzbox for a few years, and chances are I’ll move ISPs in a couple of months when my 2D contract expires - do I need to return the router (noting the website talks about free ‘rental’), or given the age of the router will they not bother to get me to return it?

I submitted a query via 2D’s website a few days ago and have heard nothing, so thought I’d ask here.

Thanks.

xpd

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#2932454 21-Jun-2022 11:54

Most ISP's dont worry about the router after your contract is up... you've effectively paid for it, and they have usually moved onto a newer model.

Think Voyager are the only ones who ever asked me to return one.... and don't know why as they had moved away from that brand LONG before I left them.

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SarahRykers

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#2932459 21-Jun-2022 11:57

jonathan18: Can those who have left 2D confirm what happens to the supplied router?

I’ve had the current Fritzbox for a few years, and chances are I’ll move ISPs in a couple of months when my 2D contract expires - do I need to return the router (noting the website talks about free ‘rental’), or given the age of the router will they not bother to get me to return it?

I submitted a query via 2D’s website a few days ago and have heard nothing, so thought I’d ask here.

Thanks.

Heya,

When you end your contract with us, the team will send you a return bag to bundle the Fritzbox into to send back to us.

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.

E3xtc

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#2932480 21-Jun-2022 13:11

For what its worth; after being with 2D for many years now (ie over a decade), I have only had great service. When dealing with people re retention - we have landed on a sensible outcome. When dealing with technical support people - nothing but pleasant/helpful and again always landed on a solid outcome. Most recently was this morning; calling technical support. Sure there was a wait of about 30 min, but I survived.

Maybe I have dodged bullets all this time (ie lucky me), but I hate the current situation with new customers getting "better deals" and existing customers have to work for the results - certainly doesn't feel like the customer is valued; but this isn't a 2D thing, its a market place/operating environment thing (and not just for 2D). It certainly does encourage churn, which is a (slight) PITA for the customer, and for those that can't be bothered then they get some time back, and the provider gets some many back too. win win? lol.

jawnbc

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#2934565 26-Jun-2022 11:37

You will probably be getting mine back shortly too. I've been loyal to 2Degrees since 2012 as a mobile customer and on broadband since fibre was available on our street (prior we were on Skinny 4G, which wasn't available to urban customers from 2Degrees at that time).

Every year I've had to haggle after a contract ends. This month I got an email indicating I'll retain my bundle discount but lose the price match for new customers. Instead I'll get a "$100 bonus"--that $8/month, rather than the $14/month.

So I will make one query today about giving me the same offer as I'm on now. Or I'll be switching. This is just terrible for a "customer retention strategy": you're not offering any new or improved or additional services, but you are increasing my bill by 8 per cent per month.

Terrible.

E3xtc:

For what its worth; after being with 2D for many years now (ie over a decade), I have only had great service. When dealing with people re retention - we have landed on a sensible outcome. When dealing with technical support people - nothing but pleasant/helpful and again always landed on a solid outcome. Most recently was this morning; calling technical support. Sure there was a wait of about 30 min, but I survived.

Maybe I have dodged bullets all this time (ie lucky me), but I hate the current situation with new customers getting "better deals" and existing customers have to work for the results - certainly doesn't feel like the customer is valued; but this isn't a 2D thing, its a market place/operating environment thing (and not just for 2D). It certainly does encourage churn, which is a (slight) PITA for the customer, and for those that can't be bothered then they get some time back, and the provider gets some many back too. win win? lol.

jawnbc

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#2934580 26-Jun-2022 12:03

Just rang in to 2Degrees. Answered in 18 minutes, which isn't bad. Very nice CSR explained "when you're up for renewal there's actually two offers: the one you got via email or one that essentially gives you the same deal as you have now."

Which is great...except the second, obviously better, offer wasn't actually offered to me. I had to ask for it.

So we're good for another year. But this is not inspiring loyalty...

quickymart

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#2934587 26-Jun-2022 12:25

I must be the exception to the rule - I don't call up my provider (Spark) every year demanding a discount of some sort to stay with them, I just stay with them because the connection they provide works fine for my needs.

I was looking at changing, but even then I wouldn't call them up and tell them that they have to give me something for free in order to stay with them. Like any business they have costs they need to cover too, which I understand (I used to work for them).

Am I outside of the norm here?

rugrat

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#2934724 26-Jun-2022 21:07

Quickymart, if I was with Spark I wouldn’t ring asking for a discount either.

Full price 300/100 including Netflix is $85, believe will be $90 soon.

2Degrees full price $89, with no free extra’s. Compared to Spark need discount or something else from 2Degrees otherwise I’m better to switch to Spark. Also 2Degrees is offering incentives to new customers, could be wrong but to my knowledge Spark price is same to everyone.

quickymart

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#2934730 26-Jun-2022 21:48

I don't hardly use the free Netflix account I have with Spark, but even if I didn't get one, it still wouldn't bother me. I guess I'm just happy to have a good, stable, reliable connection - I don't need freebies every year to keep me happy. I guess I'm just happy with my lot and don't see a major reason to change it. $90 is not as good as $85 but over a year it's $60. If it was going up to $95 that might be a different story though.

Handle9

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#2934734 26-Jun-2022 22:28

quickymart:

I must be the exception to the rule - I don't call up my provider (Spark) every year demanding a discount of some sort to stay with them, I just stay with them because the connection they provide works fine for my needs.

I was looking at changing, but even then I wouldn't call them up and tell them that they have to give me something for free in order to stay with them. Like any business they have costs they need to cover too, which I understand (I used to work for them).

Am I outside of the norm here?

You are the norm, which is why ISPs offer cheap initial deals then push up the price.

For the vast majority of users there are a number of very good telcos - it's mostly a commodity product with low differentiation. Churning from one good provider to another is pretty painless and worthwhile in many cases.

Tinkerisk

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#2934739 27-Jun-2022 00:35

Here in Germany, you don't have explicitly to cancel your contract, you simply sign a new contract with a competitor shortly before the end of the term and they take care of the cancellation of the old contract and the seamless transition. As a rule, the customer support of the last provider will contact you with a competing, comparable offer and you can cancel the new contract or you can let everything continue and be with the new provider on the due date. If you're smart about it, the costs remain roughly the same as those of a new contract over the term of the contract. You buy the router yourself anyway (but you don't have to). :-)

Currently a standard 250M/40M copper including landline phone flatrate but no extras equals to approx. 55 NZD/month for a 2 yr contract.

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JayADee

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#2934820 27-Jun-2022 11:59

jonathan18:

timmmay:

I called 2degrees at about 9.05am today / Monday morning. They took about 5 - 10 mins to answer the phone, no problem as I had my headset on. I told the guy my 12 month contract had expired and I wanted to resign. He said no problem, did it in a couple of minutes, confirmed the price, Prime and Neon, done and dusted with no hassles. Maybe you just had bad luck Linux.

@timmay: so, just to confirm - were you able to re-sign (I assume you mean this - not 'resign' as above!) at a discounted rate, and get the six months of Prime and Neon? Do you mind posting or PMing) the monthly rate you've been given? It's useful knowing what others are being offered when re-signing! Thanks.

Do you have pay monthly mobile with them? Otherwise it's $75/mo right, not $65?

My contract renewal is coming up and with us retired I'm price sensitive. But I also need either no CGNAT or to keep my free static IP for my sec cameras. I've been with 2D for a really long time.

edit: never mind. I just found it on broadbandcompare.

TechnoGuy001

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#2937945 3-Jul-2022 18:30

@JayADee, if you're still with 2d, and you're retired by age (over 65), then you can get $5/m discount on 2d with your gold card. (new or existing customers)

Could also get an extra $10/m off if you're on one of there pay monthly mobile plans.

https://www.supergold.govt.nz/offers/13108

https://sg.2ddiscount.co.nz/

https://www.2degrees.nz/mobile-plans/supergold-plan

JayADee

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#2937982 3-Jul-2022 21:13

TechnoGuy001:

@JayADee, if you're still with 2d, and you're retired by age (over 65), then you can get $5/m discount on 2d with your gold card. (new or existing customers)

Could also get an extra $10/m off if you're on one of there pay monthly mobile plans.

https://www.supergold.govt.nz/offers/13108

https://sg.2ddiscount.co.nz/

https://www.2degrees.nz/mobile-plans/supergold-plan

@TechnoGuy001

I did fill that form in for the over 65 discount a few months ago and nothing happened. My best guess is because we're on contract for 12 months (2 left) under that deal where you pay $75 a month. So I figured they weren't willing to go an extra $5 off. I'm on the cheapest cell phone plan I can find at $9 prepay lol. So no pay monthly plan for us either. :)

Thanks though!

edit: maybe I'll try emailing them

edit 2: emailed them

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