Weird 2 Degrees Bill - did I miss something?

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Lizard1977

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#306450 24-Jul-2023 09:31

Before anyone says anything, I will contact 2 Degrees directly - but given it can take hours to get through to someone, and I'm too busy right now to start that nonsense, I figured I would ask here in case there is a simple answer I haven't noticed.

My broadband bill this month is $0. While that sounds nice, the breakdown of charges notes "Plan change. Difference in base plans changing from 2degrees Broadband Unlimited
Fibre to Pending Closure for the already invoiced period 17 Jul - 17 Aug 2023" and deducts the cost of my plan. The next line, the cost of Amazon Prime is also deducted. The final line notes "Platform change. Balance transferred to account: XXXXXXXX (number redacted).

Has 2 Degrees cancelled my account? The "pending closure" makes me wonder. But then the last line "transferred to account" suggests maybe they're just merging with my mobile account (which I started a month or so ago). I went looking for a FAQ or news item which suggests that they are merging broadband and mobile accounts, but I couldn't see anything.

Did I miss the memo?

MrGadget

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#3107451 24-Jul-2023 09:38

Hi,

I believe this is a side effect of 2degrees changing the billing system - your account certainly has not been cancelled (but systems weren't designed with company mergers & billing system changes in mind so give wording that isn't quite right).

You should expect to receive a new bill off the new billing system in the fairly near future, everything should carry on working as normal :-)

Cheers

Any comment made here is my own and should not be taken as that of my employer.

Lizard1977

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#3107455 24-Jul-2023 09:47

Thanks. I certainly hope that is the case. But it's a shame there wasn't an email or a post on FB or a notice on their website to indicate this. I can imagine lots of people who receive a similar bill will be equally confused. It doesn't take much to advise people (even if it's just an extra note on the bill) and head off these kinds of questions.

GrandpaBob

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#3108203 26-Jul-2023 11:31

I got an email today about things changing:

Hi there,
We’ve been tinkering away behind the scenes on some upgrades to our systems. This means you’ll notice some changes to your broadband account – read on to find out what’s changed.
What you need to know
1. There’s a new online portal and app for your broadband account
Manage your account, payments and all the good stuff you do with your broadband account online using the brand new My 2degrees and 2degrees Broadband app – available on the App Store and Google Play. Sign in now with the email address registered to your 2degrees Broadband account and your current online account password.
2. Your broadband account number
You’ve got a new broadband account number, it’s XXXXXXX.
3. Your broadband bill
Your next broadband bill will look a bit different to your last one and the date you usually get your bill and need to pay it by will be changing. We’ll email you a summary of your bill on 05 August 2023 with your new payment date and a link to easily access the full invoice in My 2degrees. Payment will be due about seven days after we send your bill summary.

We’ll charge the automatic payment method saved on your account on the payment due date, so you don’t need to do anything.

Having trouble getting online?
In the unlikely event your internet isn’t working after the change, you may need to restart your modem and Optical Network Terminal (that’s the fibre box usually found on your wall) if you're on fibre. If you’re using a modem not supplied by us, you may also need to update your modem settings.
That's it! Need help? Check out our handy FAQs for more details about these changes.
Thanks,
The team at 2degrees

If you have a Fibre connection, use these settings:
WAN Connection Type: DHCP (Automatic IP/Dynamic IP/IP over Ethernet)
802.1Q: Enabled
VLAN ID (802.1Q): 10
802.1P (Priority): 0
IP Version: IPv4 or IPv6
MTU Size: 1492 or 1500
NAT: Enabled

My present connection (own modem) is PPPoE.