2Degrees appear to be unable to handle a churn request between their brands

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2Degrees appear to be unable to handle a churn request between their brands

eXDee

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#306467 25-Jul-2023 20:25

Just swapped from Slingshot to 2degrees which kicked in just before 9am this morning. Received the welcome text and welcome email saying it's live. Checking the network status, My IP address has changed, Disappointed to find CGNAT, but at least it's connected, leave for work shortly after.

Arriving home and I find no internet and that the ONT PON light is out, that's odd....

Fortunately knowing someone at Tuatahi who are the LFC, they were able to check my connection and confirm that there was a plan change request this morning just before 9am - as my old plan was 900/500 and the new one is 300/100, but then a disconnect order from Slingshot went through at 10am, killing the connection not long after.

Has anyone else seen something like this?

Insult to injury is that the 2degrees call centre wouldn't even let me call up, repeatedly rejecting my ability to queue saying they have too many calls. As it's now after 8pm they have now closed.

Hopefully the wait queue isnt hours long, tier1 support doesn't give the run around, and then the technical team can figure this out as it may be an edge case. But you'd have thought changing ISPs between two arms of now the same parent company would be something they can handle given they control more of the whole exchange than if it was to or from a 3rd party.

Handle9

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#3108077 25-Jul-2023 20:36

I really don't understand why people are churning to 2degrees at this point. They have by far the most complaints on here at the moment, there are two in the most recent topics feed alone.

They are cheap but the service people are getting sure seems nasty.

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ANglEAUT

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#3108087 25-Jul-2023 20:54

Handle9: I really don't understand why people are churning to 2degrees at this point. ...

🤣 Just come from reading this thread: https://www.geekzone.co.nz/forums.asp?forumid=81&topicid=306104

Please keep this GZ community vibrant by contributing in a constructive & respectful manner.

eXDee

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#3108108 25-Jul-2023 22:15

Just an update that a team member from 2degrees has reached out to me see what they can do about this - which i really appreciate even just the gesture alone. Thanks Geekzone community!

nztim

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#3108552 26-Jul-2023 19:10

Handle9:

I really don't understand why people are churning to 2degrees at this point. They have by far the most complaints on here at the moment, there are two in the most recent topics feed alone.

They are cheap but the service people are getting sure seems nasty.

People churn back and forth between the RSPs to get the new sign-up deals, causing them more grief and outages than simply finding a provider that gives good service at a fair price and just sticking with them.

In the case of the OP the only change made with the LFC was a speed change as all new 2degrees connections are now on the Vocus network

So 2degrees would have sent a speed change order to the LFC followed by slingshot sending a disconnect order to the LFC

Had this been a change of RSP in the LFC database then slingshot would not have been able to send the disconnect order to the LFC.

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

Handle9

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#3108553 26-Jul-2023 19:20

nztim:
Handle9:

I really don't understand why people are churning to 2degrees at this point. They have by far the most complaints on here at the moment, there are two in the most recent topics feed alone.

They are cheap but the service people are getting sure seems nasty.

People churn back and forth between the RSPs to get the new sign-up deals, causing them more grief and outages than simply finding a provider that gives good service at a fair price and just sticking with them.

In the case of the OP the only change made with the LFC was a speed change as all new 2degrees connections are now on the Vocus network

So 2degrees would have sent a speed change order to the LFC followed by slingshot sending a disconnect order to the LFC

Had this been a change of RSP in the LFC database then slingshot would not have been able to send the disconnect order to the LFC.

I don’t see a problem churning to get a signup bonus. It’s a rational behaviour to get the best deal you can. I just wouldn’t churn to a provider with so many red flags.

mattwnz

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#3108582 26-Jul-2023 20:31

nztim:

Handle9:

I really don't understand why people are churning to 2degrees at this point. They have by far the most complaints on here at the moment, there are two in the most recent topics feed alone.

They are cheap but the service people are getting sure seems nasty.

People churn back and forth between the RSPs to get the new sign-up deals, causing them more grief and outages than simply finding a provider that gives good service at a fair price and just sticking with them.

In the case of the OP the only change made with the LFC was a speed change as all new 2degrees connections are now on the Vocus network

So 2degrees would have sent a speed change order to the LFC followed by slingshot sending a disconnect order to the LFC

Had this been a change of RSP in the LFC database then slingshot would not have been able to send the disconnect order to the LFC.

That is supposed to be the point of competition. But IMO the providers wo offer a better deal to new customers, than the price they offer their existing customers , doesn't really show that they appreciate their existing customers.

Handle9

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#3108587 26-Jul-2023 20:42

mattwnz:

nztim:

People churn back and forth between the RSPs to get the new sign-up deals, causing them more grief and outages than simply finding a provider that gives good service at a fair price and just sticking with them.

In the case of the OP the only change made with the LFC was a speed change as all new 2degrees connections are now on the Vocus network

So 2degrees would have sent a speed change order to the LFC followed by slingshot sending a disconnect order to the LFC

Had this been a change of RSP in the LFC database then slingshot would not have been able to send the disconnect order to the LFC.

That is supposed to be the point of competition. But IMO the providers wo offer a better deal to new customers, than the price they offer their existing customers , doesn't really show that they appreciate their existing customers.

Acquiring customers is expensive and you don't acquire them to never make money off them.

Offering a signup deal to a new customer is common in any recurring revenue business. The alternative is not to offer any deals at all.

nztim

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#3108691 27-Jul-2023 10:32

I have only changed RSPS once in 7 years (Bigpipe to Sky) every year when my contract is up I ask what deal they can do, what would normally cost $200 for starter/entertainment/sport/900-500 broadband I got for $150 (now $160 with chorus price increase)

Most RSPs want customer retention but they are not good at proactively offering it to people when their contact is up.

I just see so many horror stories on here when people constantly churn between providers.

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

jayj

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#3116951 17-Aug-2023 04:47

Did you manage to get this resolved? I've done the exact same thing of moving from Slingshot to 2Degrees and yep my router just doesn't work in any settings

jayj

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#3117136 17-Aug-2023 12:50

Solved this by plugging into GE2 port as instructed by 2Degrees in their setup email. Pays to read sometimes.

Behodar

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#3117164 17-Aug-2023 13:41

nztim:

I have only changed RSPS once in 7 years (Bigpipe to Sky) every year when my contract is up I ask what deal they can do, what would normally cost $200 for starter/entertainment/sport/900-500 broadband I got for $150 (now $160 with chorus price increase)

Most RSPs want customer retention but they are not good at proactively offering it to people when their contact is up.

Apparently most customers don't go out of their way to "chase" their ISP once the contract is up either. I remember seeing a Q&A with someone from a ISP a few years ago and one of the comments was that only a fraction of their customers haggle.