Renewed my Contract recently....but...

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Renewed my Contract recently....but...

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#306265 9-Jul-2023 11:54

Renewed my Contract recently....but...

They CHANGED me to a 120GB Cap from Unlimited! (Just got data alert!)

Now I have to waste MORE of my life getting through their Call Centre (Or is it a Hold Centre?) to try and get it sorted again!

Every renewal, something is screwed up!

Why is it SO HARD to RENEW without a screwup?

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3101644 9-Jul-2023 12:22

30 minutes On Hold so far and STILL 8 Frustrated callers ahead of me in the queue. (Was 8 30 minutes ago! NO progress in 30 minutes!)

Goosey

2831 posts

Uber Geek

Subscriber

#3101645 9-Jul-2023 12:24

Maybe email forward the confirmation you got when renewing the plan and those details to them and ask what’s the go?
at least you will have a trail to work on…

irpegg

142 posts

Master Geek

#3101648 9-Jul-2023 12:29

Goosey:

Maybe email forward the confirmation you got when renewing the plan and those details to them and ask what’s the go?
at least you will have a trail to work on…

Don't do this. They took 8 days to get back to me via email

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3101651 9-Jul-2023 12:35

Previous Bill on the NEW Plan....shows UNLIMITED! Sheesh...why the change! I did nothing!

Still 4 ahead after 50 minutes!

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3101660 9-Jul-2023 13:09

Finally a Human. Says "Oh you are on the 120gb plan, unlimited is $10 more!" I just RENEWED it! Discounts shows as off the UNLIMITED plan!

Sheesh, they make work for themselves!

cokemaster

Exited
4929 posts

Uber Geek

Retired Mod

Trusted

Lifetime subscriber

#3101662 9-Jul-2023 13:23

In my experience, the only way to get action from 2 Degrees is through the contact centres or through the stores. Emails either get ignored outright or take an outrageously long time for them to respond (and often ask for basic information again eg. account numbers etc). Haven't tried the executive escalation route with 2D, it used to be effective at Spark and is still effective at One (Jasons team of helpers are awesome to deal with, although I haven't had to deal with them since moving over to business plans).

Call back or follow up promises generally didn't happen and case notes were patchy at best. If you do get someone helpful, make sure that you keep them on the line until its resolved or else you risk going back to square one.

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msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3101668 9-Jul-2023 13:33

For the record it WAS renewed as an Unlimited Plan at the end of April!

Email Confirmation: Thanks for changing to a 2degrees Broadband Unlimited (UFB) plan. We'll be in touch via text when we're done. (It was actually a Renewal)

How it got changed to a 120GB Plan is beyond me! NO email received!

June Bill is still Unlimited!

Must be a method of extracting an extra $10 per month, as the renewal CSR gave me more discount than what I had, and this is how they are recovering it?

Latest CSR was no use explaining anything!

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cokemaster

Exited
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#3101683 9-Jul-2023 14:50

If the issue isn’t resolved, I recommend contacting them and advising that you want to make a formal complaint. Make sure you get their complaint handling reference number. They probably wont be able to provide a resolution straightaway but it does start the clock ticking in terms of acknowledgment and resolution timeframes.

If they won’t, visiting the tdr website and raising the complaint there will help get the traction it needs. Make sure you note that you’ve tried to raise a complaint with 2 Degrees first and they’ve declined or refused to register it as a complaint.

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msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3103519 13-Jul-2023 08:28

Now getting over the 120GB "limit" charge emails!

Will see if a refund happens once I'm BACK on Unlimited. (Will probably have to make a frustrating call yet again to get one!)

Last CSR stated I wouldn't be charged! 6+ hours either On Hold or speaking with a CSR to try and solve something I didn't cause!

I only wanted to renew the existing plan / services for another year!

I wonder how many other people are screwed up apart from me?

No wonder their queue is so big! They are making "work" for themselves!

boosacnoodle

963 posts

Ultimate Geek

#3103524 13-Jul-2023 08:54

I understand it's frustrating but did you follow any of the advice anyone here has given you, i.e. lodge a complaint / failing that, TDR?

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3103548 13-Jul-2023 09:52

boosacnoodle:I understand it's frustrating but did you follow any of the advice anyone here has given you, i.e. lodge a complaint / failing that, TDR?

Waiting for the result on "rollover" to the plan I shouldn't have been changed from.

msukiwi

2418 posts

Uber Geek

Lifetime subscriber

#3105877 19-Jul-2023 10:08

With thanks to @CHRISVP who reached out via PM to me, I have had a call back from the 2Degrees Retention Team (In Auckland) who have (Hopefully) finally resolved this.

rb99

3423 posts

Uber Geek

Lifetime subscriber

#3105880 19-Jul-2023 10:18

Wow, sounds like I'm so lucky being forced to move to 2D from MyRepublic...

“The modern conservative is engaged in one of man's oldest exercises in moral philosophy; that is, the search for a superior moral justification for selfishness.” -John Kenneth Galbraith

rb99

Tinkerisk

4227 posts

Uber Geek

#3105882 19-Jul-2023 10:25

msukiwi:

Finally a Human. Says "Oh you are on the 120gb plan, unlimited is $10 more!" I just RENEWED it! Discounts shows as off the UNLIMITED plan!

Sheesh, they make work for themselves!

There is nothing better like a well-trained staff. 😀

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