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75 posts

Master Geek
+1 received by user: 1


Topic # 189268 22-Dec-2015 10:08
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I post this in desperation. Six days ago I got so fed up with 2degree inability to resolve my VOIP home phone issue I sent the below email. I'm currently at a loss on how to proceed. I asked to speak to a mgr and been told none are available, but I can email my complaint (which I've done), I've rung so many times I've lost count, I'm using a phone and router provided by 2degrees, I've been told three times I'll be rung back.

I used to be with Snap and never had an issue; are other people experiencing these issues? Has anyone else had a similar issue with call quality to cellphones from VOIP phone service? Also interested in the likely cause is this a hardware or configuration issue.

I'm not unreasonable and accept that it might take a few phone calls to work through an issue but I've been extremely disappointed on the service provided by 2degree on this occasion.

Any advice from the forum on how to proceed from here?



"2 Degrees,

Issue

More than 2 weeks ago I logged a job about the voice quality associated with my landline phone (06 359xxxx). The issue only relates to outgoing call to cell phones, the person on the cellphone complains that the voices are breaking up and it sounds like the person speaking is underwater, or complaints of an echo. These issue don't exist on incoming call from the same cell phones. This issue isn't limited to a single cellphone network. The tech term would be Jitter or latency.

What's occurred to date

Initially I thought it might be my handset so I ordered a FritzFon from 2 Degree however the issue still exists. Numerous phone calls to the help desk (starting late Nov early Dec) led to a number of things being tried to resolve it incl: Rebuilding the number, giving us a new Phone number, resetting the Phone, resetting the router and reviewing the router/VOIP settings.

Since 1st Dec I've made upward of 8-9 Phone calls seeking a resolution. Approx 10 days ago I was told it would be referred to an Engineer to look at and someone would be in touch (I even provided my Cell No), after a number of days (approx. 10 Dec) I rung up to see what was happened and was advised it was still with the Engineers but a discussion with the Call Operators Mgr suggested that a Priority ticket would be created as I should have had a response. On the 15 Dec I ring up again after hearing nothing and was advised I would be rung back 1st thing on the 16 Dec after they had spoken to the Engineer. once again I hear no response and ring again at approx. 1130am to be told that no job had actually been logged with the Engineering department and he would log it now. When asked if this would be a priority I was advised they currently had a back log and a response wasn't likely before next week.


I've made upwards of 8-10 phone calls relating to this subject. I've been told on three separate occasions I'll be rung back and never received a phone call or email, I've been told multiple times that an engineer would be looking into the issue to find that no ticket had been created. When a ticket is created I'm told it will be the another week before I could expect a response.

I would appreciate an explanation and a priority resolution as I expect better from 2Degrees.

Regards
Nathan"

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2022 posts

Uber Geek
+1 received by user: 647

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  Reply # 1456854 25-Dec-2015 00:37
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Just to confirm. If you call a landline, you don't have any problems?







75 posts

Master Geek
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  Reply # 1456873 25-Dec-2015 06:32
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I know it's bizarre but only outgoing cellphones. On my end it sounds fine. The interesting thing is if I get them to ring me back the issue also disappears.

 
 
 
 


263 posts

Ultimate Geek
+1 received by user: 47


  Reply # 1458813 30-Dec-2015 00:21
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What does your FritzBox say about the codecs it is using on those calls?  I have not found any way to get the info about the codecs directly from my 3490's web pages, but if you set up System > Push Service > FrtizBox Info and get it to send you that summary email every night, it lists the codecs it used.

26 posts

Geek
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  Reply # 1465923 8-Jan-2016 14:21
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I've been experiencing that same issue and was wondering if you'd had any resolution to this?



75 posts

Master Geek
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  Reply # 1465937 8-Jan-2016 14:50
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Now upto 12+ phone calls, 2 written complaints via email and no resolution. I had a message left on my phone early in the New Year asking if the issue had been resolved; god knows why they thought it might have been resolved, after cooling down I ring 2degree and get another call operator (not the one who left the message), this person reads the notes front the 12+ phone calls and notes that someone had requested I reset my router.

I ask the operator when this note was written; he replies 20 Dec. I then ask why nobody rung me and indicated I can't do this now as I'm at my bach. I then explain the horrendous service I had experienced incl 1 phone call from 2degree in 5 week (now 6 weeks), no response to two formal complaints and now no chance of a resolution as the Engineers are on xmas leave. To his credit he did reasign the case to himself and he spoke to his manager who agreed to credit me 2 mths of ph rental and free national calls for Jan.

I also note that the issue exists when I setup my voice mail so maybe it's not just cellphones, maybe it's a hardware issue. I'm going to ring them again next week. What kind of response have you had from 2Degrees?

Let us know if you find out the source of the issue.

26 posts

Geek
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  Reply # 1465973 8-Jan-2016 15:47
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Hmm that isn't very inspiring to hear :/

The person that rents the line has only been in contact with 2degrees a couple of times regarding this I believe. They tried resetting the configuring of the Fritzbox (7360 I think?) but it didn't resolve the issue.
Until now I was the only person they rang that complained of it, but that's probably because I'm the only one they ring that has a cell phone.
I too was planning to buy a FritzFon to see if that resolved it reasoning there may have been an incompatibility between their uniden base station and the Fritz but I'll save the money as it seems that might not be the case.

Knowing that someone else has the same issue is a little relief though, I guess I'll start badgering them more proactively to get it sorted as trying to understand what they're saying when they ring me can be very difficult. As the person who has the cell I can confirm it sounds garbled, almost as if they were speaking under water.

I'd be interested to hear from Ralph whether or not this is known issue on their (2degrees') side and/or what we might do to diagnose and fix it.
Am happy to coordinate with anybody at 2degrees if it'll help.

Regards

Edit: disambiguity

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