Apologies to Hijack this thread (happy to create a new one if not allowed).

I also need some assistance on when I will be connected. 

When signing up I had picked ASAP instead of a date with the earliest being 18 July.

I called support last Friday as I had received the router but the online order status remained unchanged. I called and asked when the connection date would be, he said it would be this Monday.

Monday morning has come and gone and nothing from 2d, no email, no calls, no text. My old provider (Sky) still active and kicking.

I have been with multiple providers over the last decade and this has probably been the worst experience so far.

Hi,

Can you PM me your account details (name/ A/c Number / Address) and I will follow up.

Neil

MrGadget:

 

Hi,

 

Can you PM me your account details (name/ A/c Number / Address) and I will follow up.

 

 

 

Neil

 

Done! Thanks for your help!😃

the whole support for 2degrees has gone down the drain, seems like there is only one person on the phones, with an average wait time almost an hour and even then it's just to be fobbed of by a CSR agent reading a script..

I requested activation on the second port on the ONT and was told 10 - 15 days, in 2022 things just dont take that long, 12 - 48 hour activation time but normally 3 hours would see it active..

Could someone from provisioning also loo into this for me and give me a solid day/time rather than just an around 10 - 15 day excuse?

Just wanted to update and close the loop on my part.

As I was coming from a provider that required a manual process to be executed, my provisioned order was waiting for a human to push it through.

@MrGadget got the right people involved and I am now connected (as of yesterday evening 4 p.m.)

It looks like I was in the same boat as others here.

I signed up with 2D last Monday 1 August to get connected ASAP, received the router Wed 3 August and today 10 August after my third call to ask when the order status will change from "Ticking along smoothly, we'll send it to Chorus soon" I received a text saying it will be scheduled for activation on Monday 15 August!? 2 full weeks to connect someone who has a fibre box installed onsite in 2022.

Good luck 2D if that's how you treat your customers.

/rant

Maybe there was a pending order from the last tenant that couldn't be over-ridden?

No reason was given for not placing the order with Chorus from the 3 support calls I made over the week. Those wait times are gruelling to get no answer and unhelpful staff. I've been with 2D since they took over from Snap.

HotShot Broadband placed an order with Chorus within an hour of sign up and set it up on GE/LAN 2 on the installed ONT.

quickymart:

 

Maybe there was a pending order from the last tenant that couldn't be over-ridden?

 

Hi Michael,

I can't comment too much on reasons for the delays other than say it looks like a combination of issues, including some built in delays to ensure modems are delivered before connections - we've found that since 2020 the couriers tends to be taking a bit longer than they used to. That said, you obviously received your modem pretty quickly.

I had a look at your Chorus order and have managed to slide it forward to this morning at 10am.

Please keep in mind that our care staff are under a great deal of pressure as like most NZ based businesses, we are finding staff are hard to come by and have much higher sickness than we used to have, but are constantly recruiting and training new staff to reduce wait times on queues, but it's a struggle to keep up some times. Appreciate your patience with the teams.

I paid for the delivery and received the router over a week ago.

As mentioned I have signed up and prepaid to connect HotShot.

MickMM:

 

I paid for the delivery and received the router over a week ago.

 

 

 

As mentioned I have signed up and prepaid to connect HotShot.

 

So you no longer want the connection from 2degrees? I've pushed it back to 15th where it was, you will need to contact our care team, and arrange return of the modem and cancellation through the official channels.

'

I've replied to an email from Shaun on Support stating that if I connect with a different provider before the Chorus order is done that this order will be cancelled.

If a Chorus order can be brought forward and pushed back as easily as you've done in the space of ten minutes then that proves that I'm not valued as a customer or this would have been done last week when I phoned, or Monday when I phoned, or yesterday when I phoned.

I hope my phone calls are recorded. You can hear that all I did was ask when the chorus order was being sent. Never raised my voice. Was never aggressive. Just 2D staff not valuing customers.

@MickMM This is not official 2degrees support. @MrGadget is a volunteer on here just like all other staff and decided to help you like a valued customer. Mistakes happen...

MrGadget:

 

Please keep in mind that our care staff are under a great deal of pressure as like most NZ based businesses, we are finding staff are hard to come by and have much higher sickness than we used to have, but are constantly recruiting and training new staff to reduce wait times on queues, but it's a struggle to keep up some times. Appreciate your patience with the teams.

You changed your mind before you could get help. You'll need to phone up and cancel your order now if you wish to not proceed. I get you're frustrated, but this doesn't mean you're not valued. All staff are under a great deal of pressure.

If a Chorus order can easily be slid forward why not help customers out when they phone for help? Instead of setting a Chorus order date two weeks after signed up / router dispatch?

It makes no sense to me that under stress help desk staff won't make the job easier on themselves. If the Chorus order had been booked for Thursday 4 after I received my router I would be connected and would have saved three phone calls and a cancellation.

I realise this isn't an official support channel but this is the first time someone from 2Degrees has moved my Chorus order forward after hours on hold to support and unfortunately it's too late.

Did I mention I've been a customer since Snap?