What's up with 2degrees provisioning team?!

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › What's up with 2degrees provisioning team?!

prat33k

152 posts

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#300878 11-Oct-2022 00:28

Has anyone else in the recent terms has had issues with signing up to 2degrees?

I applied to get a connection for my home address from 2degrees with so much hope as I have been their mobile customer for more than 6 years now and have heard good reviews for their broadband network. I am facing nothing but misery while waiting to get connected.

I signed up on 24th September, as a new connection (vacant port 1 on the Chorus ONT) to be connected by 5th October (reasonable time frame from any angle)

It is 11th October now and still the order hasn't been placed to Chorus now. I have called 5 times so far and all I hear from them is "our standard time frame is 10-15 working days" and they start counting weekend and the public holiday to get away from the call. Seriously what era is it that 2degrees is waiting for manual orders to be placed? Chorus Portal literally takes 5 mins for orders to be placed manually whereas most orders should go by automation anyways. None of the support agents have been able to escalate this internally for someone to even pick up the connection request. For my surprise, I have even been told that "our connection request is not the only one waiting to be connected". The other excuse I hear is that they are waiting for Chorus to connect us, whereas I can clearly see on Chorus Portal that this is not the case as there is no in-flight order on my address.

I am just going to cancel my request tomorrow so I can connect with literally anyone else as this service has been appalling even before being connected. Also, I haven't even mentioned 1+ hours wait time for all my calls to be answered.

Is there anyone else in the same boat? It really is shocking that I didn't expect this to happen as all I see in the end that I might move away from 2deg for mobile as well to get a sweet bundle elsewhere.

</Rant>

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#2980445 11-Oct-2022 06:24

Why don't you just wait the 10 - 15 days? As far as I can see practically every business in NZ is short staffed and super busy. 2degrees is a good ISP, I've been with them for years, give them a few more days.

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xpd

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#2980466 11-Oct-2022 08:20

If you look at other threads for any ISP, you'll see that overworked and understaffed are common at the moment... just chill. Go use your local library internet if you need a connection, or mobile data if not a heavy user.

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#2980474 11-Oct-2022 09:13

As others have rightfully stated there are staff shortages everywhere currently so teams are very busy.

Be kind, patient and just wait it out...

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cokemaster

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#2980574 11-Oct-2022 12:14

Doesn’t 2D use Chorus API’s?

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duffles

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#2980584 11-Oct-2022 12:55

I suspect that there is slightly more to this.
From my experience, the majority of standard consumer UFB orders will run through automation..

If it's still not sorted and you haven't called to cancel, DM me your account number (nothing else) and I can pass it on to someone to have a gander at. 🙂

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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#2980640 11-Oct-2022 13:55

Wonder how OP would've reacted back in the days of ADSL installs..... no automation, was chaos at times :D

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freitasm

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#2980642 11-Oct-2022 14:01

@duffles:

If it's still not sorted and you haven't called to cancel, DM me your account number (nothing else) and I can pass it on to someone to have a gander at. 🙂

While this is a nice offer, for security reasons please do not ask for account numbers, addresses or anything else if you don't have a company tag attached to your account.

To the OP, please do not share private information if you are not confident the person works at the telco in question.

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prat33k

152 posts

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#2980643 11-Oct-2022 14:03

duffles:

I suspect that there is slightly more to this.
From my experience, the majority of standard consumer UFB orders will run through automation..

If it's still not sorted and you haven't called to cancel, DM me your account number (nothing else) and I can pass it on to someone to have a gander at. 🙂

Cheers

I would love to find out more about this as well as this is what my concern as well that what made automation skip this order as this was basically straight forward connection request imo. I didn't want to cancel in the first place and I still haven't. I would hope that someone can maybe pick my request as working from home may not be possible once my old employer closes my connection (another RSP).

I have sent account number to another PM request from a 2D staff member as well.

Thanks

prat33k

152 posts

Master Geek

#2980644 11-Oct-2022 14:04

freitasm:

@duffles:

If it's still not sorted and you haven't called to cancel, DM me your account number (nothing else) and I can pass it on to someone to have a gander at. 🙂

While this is a nice offer, for security reasons please do not ask for account numbers, addresses or anything else if you don't have a company tag attached to your account.

To the OP, please do not share private information if you are not confident the person works at the telco in question.

Hey thanks for the warning.

I just only responded to the PM from a user with [Trusted] [2degrees] tag on their account.

Cheers

prat33k

152 posts

Master Geek

#2980647 11-Oct-2022 14:06

xpd:

Wonder how OP would've reacted back in the days of ADSL installs..... no automation, was chaos at times :D

I wouldn't have definitely complained at those times for sure. But it's 2022 and having worked myself in the industry, my opinion is that working with Chorus APi's is the way to go and who would even need manual intervention to place orders during these dire staff shortages everywhere.

duffles

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#2980654 11-Oct-2022 14:44

Woops.. Thought I had the 2d trusted badge - sorry folks 😅

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.

MrGadget

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#2980705 11-Oct-2022 15:07

duffles:
Woops.. Thought I had the 2d trusted badge - sorry folks 😅

Valid point, and certainly no actual specific risk as I work with this user…(he’s not only genuine employee but knows his stuff too!) but the badge is the proof.

prat33k

152 posts

Master Geek

#2980776 11-Oct-2022 22:23

So, even tried calling today to CC as well as raising to 2deg rep on GZ and yet I will be without internet tomorrow. None of us at home would be able to work from home tomorrow as my ex-employer is disconnecting the connection tomorrow finally and still no order from 2Deg yet.

Sorry guys, my experience with Skinny, Contact Energy and Bigpipe has rather been very much great where I have been able to get connected within hours of signing up over the phone.

nztim

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#2980792 11-Oct-2022 22:48

Seriously staff shortages across the whole ICT sector is a big thing right now

Be Patient, Be Kind

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

prat33k

152 posts

Master Geek

#2980795 11-Oct-2022 23:07

nztim: Seriously staff shortages across the whole ICT sector is a big thing right now

Be Patient, Be Kind

Yeah dude, totally understand. I feel the pressure at my workplace too. Both recent and old one. I have not been rude with anyone, it’s just that i try calling everyday in the hope that someone with the right access is able to do it for us or else i’ll be left without internet and that impacts everyone’s work routine at our house.

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