Question - how many people aren't able to call 2Degrees customer support

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Question - how many people aren't able to call 2Degrees customer support

cokemaster

Exited
4937 posts

Uber Geek
+1 received by user: 1089

Retired Mod

Trusted

Lifetime subscriber

#302418 21-Nov-2022 20:21

I haven't experienced this myself but after seeing a few threads - I'm interested.

How many people have tried to contact 2Degrees support and received the 'we're too busy to let you queue' message? What time of day and were you calling mobile or broadband support.

webhosting

Loose lips may sink ships - Be smart - Don't post internal/commercially sensitive or confidential information!

1 | 2 | 3 | 4 | 5

97 posts

Master Geek
+1 received by user: 37

#2999956 22-Nov-2022 19:44

I have been getting it the past week and still yet to get anyone.

It is really frustrating trying to sign up to new services if they wont take my money.... I have never experienced customer service like this, usually they take the number down and call later.

I might have to cancel my monthly mobile plan with them now because I have been with Spark and Skinny for several years and i pretty much can get through to them whevever.

I didn't know it was this bad on the other side, what good is saving a few bucks if they can't even look after their customers, you'd expect this service from something that costs half the price.

Been calling both Mobile and Broadband, even tried the "Stay on the line and wait for someone" but they all go to that kick message from 5PM to -8PM then on 8PM on the dot it switches to "You have called outside of operating hours"

antoniosk

2382 posts

Uber Geek
+1 received by user: 742

ID Verified

Trusted

Lifetime subscriber

#2999958 22-Nov-2022 20:05

it's utterly horrendous.

I had a text today saying my bill wasnt paid despite an active DD authority on the account. thats twice in 10 months. I jumped on the line in the afternoon, waited in the queue on speaker while working, and got bounced backwards and forwards between IVR queues before being kicked off.

That's just today. the last 6 weeks make vodafone look like a case study in how to do things right.

2Degrees is lucky the historical investment in automation is just about holding up, and the people you do get to speak to when you can get through are generally quite good. But whoever is running the IVR and call centre completely and utterly fails their KPI's and performance measures.

________

Antoniosk

quickymart

14940 posts

Uber Geek
+1 received by user: 13953

ID Verified

#3000041 22-Nov-2022 21:28

This isn't good to see, between this and Vodafone's so-called "customer service" from their offshore call centre, it almost reads to me like it's a race to the bottom 😟

Valcor

97 posts

Master Geek
+1 received by user: 37

#3000059 22-Nov-2022 22:35

Yes been pretty crazy, I wanted to bundle a monthly mob plan with Fibre Broadband, I couldn't do this in the same order, first I had to order a monthly sim pack becuase inorder to bundle i needed a 2 degrees mobile number, About 14 days ago I tried to do this but because I was getting rejected by the call centre being told it is too busy I wrote an email asking if they could do the broadband connection and the mobile connection at the same time and 5 days later they got back to me and pretty much said "No" and I will have to order the sim, activate the number, then when signing up for broadband put in the phone number to bundle with the fibre, got the sim today, there was no notification that it had been sent or a tracking number, luckily my courier is a good guy and knocks like 10 times and waits, I get the sim, do the number port, wait for that to go through then go through the broadband sign up, get to the put where you enter the phone number for them to bundle,get an error message "We're sorry, something went wrong sending you the security code. Please check your 2degrees mobile number is entered correctly and try again." nothing is wrong with the number, all this time been ringing nearly 4 or 5 days trying to get hold of them to get a solution for the error.

It is like they are making it impposible to sign up for all their services, you can't even get hold of their sales team.

Has it always been like this ?

HellraiserNZ

112 posts

Master Geek
+1 received by user: 25

ID Verified

#3001211 25-Nov-2022 10:23

Me!

The customer service is absolutely horrendous.

During renovation the painter has severed my fibre cable from the ONT and I need to get it fixed.

I can't call Chorus directly as they said I need to call my RSP.

Its nigh impossible to get through to my RSP if they won't even let me stand in queue.

@SarahRykers any chance I can liaise with someone via email and not have my email lost in a random full inbox only to be replied to 2 weeks later.

-K

michaelmurfy

meow
13579 posts

Uber Geek
+1 received by user: 10910

Moderator

ID Verified

Trusted

Lifetime subscriber

#3001213 25-Nov-2022 10:26

I had issues with my mobile account and have been unsuccessful contacting support. Eventually just popped into a store and had my issue resolved in a few minutes.

It'll be great if the contact centre issues can be resolved.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

Lego

Shop now for Lego sets and other gifts (affiliate link).

HellraiserNZ

112 posts

Master Geek
+1 received by user: 25

ID Verified

#3001216 25-Nov-2022 10:29

What's the bet that if I was to select the options for sales / sign-up during the process I am talking to someone in under 5 minutes flat but when its existing customer requiring help, they're nowhere to be found.

If I wasn't stuck in a contract with them I would just move, just sick of the poor service overall (mobile and broadband)

-K

Valcor

97 posts

Master Geek
+1 received by user: 37

#3001231 25-Nov-2022 10:59

I tried all extension and am I new customer, it might be just the time of day you are calling.

What time did you call?

No luck for evenings.

KrazyKid

1247 posts

Uber Geek
+1 received by user: 616

#3001292 25-Nov-2022 13:12

It's been a terrible recently, after a year of not need to call them I needed to ring them twice for changes in the past month.

2 calls were a 1 hour wait with the phone on speaker. (morning and early arvo)
Another late morning call was - ' sorry, call back later, not taking new calls'

If I have to call them again for any reason it will also involve me changing providers.

Lucky for them they are normally so rock solid I can't see me calling them again soon (fingers crossed).

howduz1

83 posts

Master Geek
+1 received by user: 2

#3001453 25-Nov-2022 16:11

Just got booted off the call with the old "we're closing the queue". I've been a long term 2deg customer, was ringing to query my out of contract broadband plan being $90 when the going rate now seems to be $65. If they had of answered my call I would have been happy to stay and renegotiate the plan but to to just boot me off the call is outrageous customer service. I won't bother ringing back. Goodbye 2deg, hello Contact broadband (and $300 credit).

Mahon

473 posts

Ultimate Geek
+1 received by user: 214

#3001457 25-Nov-2022 16:17

It wouldnt be so bad if they actually commented here. We all know its tough times. Their silence speaks volumes.

Lego

Shop now for Lego sets and other gifts (affiliate link).

Valcor

97 posts

Master Geek
+1 received by user: 37

#3001458 25-Nov-2022 16:23

I think that is terrible if you are in queue and they kick you off with no options like leaving callback details,

they are creating this backhaul of customers trying to contact their provider and because they are given no solution other than to hang up and try again its just keeps building up.

If you are told "please leave a number and a time window in where we can ring back" you are more likely to get served and also not create an artificial queue. It is also strange they don't cut down to skeleton crew overnight.

HellraiserNZ

112 posts

Master Geek
+1 received by user: 25

ID Verified

#3002360 28-Nov-2022 09:00

This morning, call at 8:10 am. Finally don't get the our Queue is closed message and hang up.

Still on hold and its been 40 minutes.

I highly doubt their support is inundated with calls this early in the morning.

No indication on how long the wait is, how many people ahead of me and fully expect to be kicked off at any point.

My ONT fibre cable is literally severed, Chorus won't help me directly and I can't get hold of anyone @ 2degrees.

I am in a contract with 2deg until July but fully considering breaking the term and going with someone who would help me arrange a Chorus Tech to have a look as part of the installation.

I hope GZ isn't reccomending them as a provider any longer, abhorrent. I am discouraging anyone from signing up to any 2degrees (and Vocus associated) services.

-K

quickymart

14940 posts

Uber Geek
+1 received by user: 13953

ID Verified

#3002470 28-Nov-2022 10:33

HellraiserNZ:My ONT fibre cable is literally severed...

Is this the power cable or the fibre cable to the ONT?

HellraiserNZ

112 posts

Master Geek
+1 received by user: 25

ID Verified

#3002475 28-Nov-2022 10:39

quickymart:

HellraiserNZ:My ONT fibre cable is literally severed...

Is this the power cable or the fibre cable to the ONT?

It's the thin yellow cable, not the power cable.

Literally severed from the wall. I managed to get through eventually and they lodged a fault.

Just an update for everyone:

Call start at 8:17am
On hold for 45 minutes until it started giving me an update on queue position
Was #8 and it was another 30 minutes until I was #1
90 min mark when I talked to the person
Call ended at 103 min mark

If I wasn't in a contract I would have signed up with another provider and ask them to lodge a fault as part of the installation.

-K

1 | 2 | 3 | 4 | 5