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266 posts

Ultimate Geek
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Topic # 136273 21-Nov-2013 12:15
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I first went to sign up in a store for a $29 pay monthly plan when they first came out, there was a $60 incentive at the time. I was declined and I went home to get a phone call saying it was actually approved. I have been trying to get that $60 incentive ever since. I used my phone as per the $29 plan for the first month but got charged $39, I phoned and found it was inadvertently set-up as a $39 and they corrected it, still had to pay for the extra for that month as I was allocated minutes/texts/data as per the $39 even though I did not use it.

Then I signed up on a 24 month $89. I had to go away for work and had to use a fair amount of data via tethering, this is when I first found that the data on my plan had nearly doubled but my plan wasn't changed to suit so I was paying on the $89 plan for about 3-months and getting the old call/text/data allowance, I had to manually select to change the plan and reselect my same plan to get the new allowances that should have automatically applied to my account anyway. I mean really, how hard is it to auto update the plan if it is the same plan?

I ended up buying an extra 1GB and 3GB data block to use while I was away for the month, after purchasing and getting confirmation texts I went back in straight away and stopped both from recurring each month, I got confirmation texts for both and they both showed stop on the webpage. The next month I still got charged for an extra 3GB block but the 1GB was stopped as expected.

On a side note I went in and had a look at changing my plan again to see what the penalty would be as I have 8-months to go. If I downgrade to the $69 plan there would be a charge of $130, if I upgrade to the $99 plan there will be a charge of $278. I really don't understand the logic there?

Anyway, I really tried to like 2degrees but my experience so far has steered me away from resigning when my contract hits the no penalty period in March.






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2degrees

  Reply # 938449 21-Nov-2013 13:03
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Hi there
Thanks for the feedback.

So I can look into the details behind this please can you PM me your number, acct # and DOB (for authentication).

The old plans have different data and minute allowances, if you are on a retired plan and want to move to a Carryover Plan you can call us and we can switch you over mid-term, otherwise the change won't happen until the end of your term.

The 3GB Mobile Broadband pack should not auto-renew on Pay Monthly accounts, however the 3G NZ Data Pack will auto-renew on a Carryover Plan unless you've text 'STOP 3GB' to 233.

Just for info, the $99 plan is only available at the moment as a no-term plan. If you move from a lesser plan having received a discounted or free phone on the plan you signed up to you would need to pay an ETC.
Here's the Carryover T & Cs.

We don't want you going anywhere and hope to resolve these issues for you ASAP.

Cheers
^POB

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Master Geek
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Reply # 938451 21-Nov-2013 13:13
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Hello OP,

I completely agree, and share your pain.

I am still having a similar problem with my business account. We have 10 connections and most of them are set up wrong. 
I am still to receive the much over promised service the sales team promised.

It is incredibly frustrating dealing with the call centre, who don't seem to care, or follow up to a resolution.

Apart from the billing issues, I have repeatedly raised issues with calls dropping for no reason.
This has a serious business impact, and I am considering moving to Telecom as I simply cannot afford the interruption, and poor (no) communication between the sales and the provisioning teams, combined with the lack of care from customer care.

[Moderator edit (MF): removed account manager's name]





I would love to change the world, but they won't give me the source code

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2degrees

  Reply # 938464 21-Nov-2013 13:46
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quandum


I'd like to look into this too and get your issues escalated and resolved as soon as.  

Please can you PM me your details included your contact number, Business acct # and any ref # you may have been given. 

Many thanks
^POB

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  Reply # 938477 21-Nov-2013 14:09
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You might be simply jumping from one frying pan into another, I look after 19 work connections on Vodafone  and getting a response from our account manager on anything usually results in me having to call 777 to get anywhere.

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  Reply # 938484 21-Nov-2013 14:20
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I moved my entire organisation's fleet from Vodafone to Telecom because of poor account management. User don't care - they just want to make calls.

Getting back a bit OT, I am going to move my private number from 2D to VF and I am on a $49/month plan. This is not because of any issues with customer service - it's because I have purchased a N5 and want LTE coverage and Vodafone has offered me a great plan.

As an aside I am also moving my wife's phone from $29/month to $29 prepaid. Customer retention did their best to keep her on pay monthly but she was not using the data (had 2.5GB of data carried over) and over 300 minutes. She can live on the $19 plan with 500MB of data.




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  Reply # 938486 21-Nov-2013 14:31
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lchiu7: I moved my entire organisation's fleet from Vodafone to Telecom because of poor account management. User don't care - they just want to make calls.

Getting back a bit OT, I am going to move my private number from 2D to VF and I am on a $49/month plan. This is not because of any issues with customer service - it's because I have purchased a N5 and want LTE coverage and Vodafone has offered me a great plan.

As an aside I am also moving my wife's phone from $29/month to $29 prepaid. Customer retention did their best to keep her on pay monthly but she was not using the data (had 2.5GB of data carried over) and over 300 minutes. She can live on the $19 plan with 500MB of data.


Wild guess, you in Wellington?

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  Reply # 938489 21-Nov-2013 14:42
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The issues you describe are the same on all providers. I moved from 2d 10 months ago because 1 in 100 sms would not be received. Guess what their response was? For me to tell them the exact date and time the texts were sent. I mean honestly, why should I have to go to all the effort when I am the customer? 10 months on telecom; no missing texts, 4g and now more data/min than my older 2d plan. Very happy.

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  Reply # 938491 21-Nov-2013 14:46
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kiwitrc:
lchiu7: I moved my entire organisation's fleet from Vodafone to Telecom because of poor account management. User don't care - they just want to make calls.

Getting back a bit OT, I am going to move my private number from 2D to VF and I am on a $49/month plan. This is not because of any issues with customer service - it's because I have purchased a N5 and want LTE coverage and Vodafone has offered me a great plan.

As an aside I am also moving my wife's phone from $29/month to $29 prepaid. Customer retention did their best to keep her on pay monthly but she was not using the data (had 2.5GB of data carried over) and over 300 minutes. She can live on the $19 plan with 500MB of data.


Wild guess, you in Wellington?


:-)




System One: Popcorn Hour A200,  PS3 SuperSlim, NPVR and Plex Server running on Gigabyte Brix (Windows 10 Pro), Sony BDP-S390 BD player, Pioneer AVR, Raspberry Pi running Kodi and Plex, Panasonic 60" 3D plasma, Google Chromecast

System Two: Popcorn Hour A200 ,  Oppo BDP-80 BluRay Player with hardware mode to be region free, Vivitek HD1080P 1080P DLP projector with 100" screen. Harman Kardon HK AVR 254 7.1 receiver, Samsung 4K player, Google Chromecast

 

Staying in Wellington. Check out my AirBnB in the Wellington CBD.  https://www.airbnb.co.nz/rooms/32019730  Mention GZ to get a 10% discount


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  Reply # 938499 21-Nov-2013 15:10
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I had the same experience with 2 degrees. Pathetic Service. they double charged me big time 3 times and all 3 times I had to eventually shout at them to just get my money back.

Last December I enrolled in their business plan and they took exactly 1 month to start the plan when I was promised less than a week.

I  am no more a 2-degree customer and probably never will be again.Pretty happy with telecom. Great Service.


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  Reply # 938660 21-Nov-2013 21:05
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SteveON: The issues you describe are the same on all providers. I moved from 2d 10 months ago because 1 in 100 sms would not be received. Guess what their response was? For me to tell them the exact date and time the texts were sent. I mean honestly, why should I have to go to all the effort when I am the customer? 10 months on telecom; no missing texts, 4g and now more data/min than my older 2d plan. Very happy.

SMS is not guaranteed and provided as a "best effort" service - which I seem to recall you've already been told on here previously.

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  Reply # 938668 21-Nov-2013 21:25
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quickymart:
SteveON: The issues you describe are the same on all providers. I moved from 2d 10 months ago because 1 in 100 sms would not be received. Guess what their response was? For me to tell them the exact date and time the texts were sent. I mean honestly, why should I have to go to all the effort when I am the customer? 10 months on telecom; no missing texts, 4g and now more data/min than my older 2d plan. Very happy.

SMS is not guaranteed and provided as a "best effort" service - which I seem to recall you've already been told on here previously.


I'd say a 1% failure rate with SMS is pretty good. I used to lose about 20% of the messages that I sent, hence why I stopped using SMS altogether in favour of more modern alternatives.

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  Reply # 938689 21-Nov-2013 21:54
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Alasta, which would you recommend instead of SMS?




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  Reply # 938691 21-Nov-2013 22:01
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jarledb: Alasta, which would you recommend instead of SMS?


I'm not sure if I can recommend anything because it really depends on what your friends or colleagues are using.

If I'm communicating with friends who have iOS devices then I use iMessage, but otherwise I use Facebook Messenger. Both appear to be reliable, and provide delivery receipts so you know that your message has been received.

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  Reply # 938713 21-Nov-2013 22:45
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alasta:
quickymart:
SteveON: The issues you describe are the same on all providers. I moved from 2d 10 months ago because 1 in 100 sms would not be received. Guess what their response was? For me to tell them the exact date and time the texts were sent. I mean honestly, why should I have to go to all the effort when I am the customer? 10 months on telecom; no missing texts, 4g and now more data/min than my older 2d plan. Very happy.

SMS is not guaranteed and provided as a "best effort" service - which I seem to recall you've already been told on here previously.


I'd say a 1% failure rate with SMS is pretty good. I used to lose about 20% of the messages that I sent, hence why I stopped using SMS altogether in favour of more modern alternatives.


You have got to be joking. When you have providers like vodafone and telecom who hardly drop sms, I should accept less than par? Get off it, it should just work. When one provider is horribly unreliable compared with other experiences I've had, why is this a good excuse?

I'm not the only one of my friends who feel this way. I send at least 2000 sms per month.

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  Reply # 938717 21-Nov-2013 23:03
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These kind of stories seem to come from all operators.  

As you are leaving 2 degrees due to service & billing issues, someone from teleocm/vodafone will be moving to 2 degrees for the same reasons. 



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