We ordered VDSL in early December from 2degrees. I was told there would be no downtime (specifically asked about this as we have people who work online living here). Also requested that we have a regular copper landline as oppose to VOIP. It was hooked up and our old connection disconnected on Christmas Eve. The supposedly non-existent downtime turned into 4pm that day, which turned into 7pm that day, and eventually lasted eight days. When they finally got our connection up and running, it was unusable as our upstream bandwidth was 76 kbit. At around this time they also disconnected our copper line and transitioned us to VOIP, which was the opposite of what we asked for. Several more phone calls and four days later we finally had a working VDSL connection, a total of 12 days without internet.
Midway through the internet saga and being told completely contradicting information with every call, and being told three times in one day that I would receive callbacks which never happened, I finally went on twitter and voiced my displeasure. I was contacted by a supervisor within minutes who was very helpful, and supposedly sorted everything out. However even he forgot/failed to request that we were put back onto a copper landline, so we have now had no phone for nearly two weeks. When I called them today to find out what was going on, it became clear the copper landline had not been requested (even though this was my third or fourth phone call specifically regarding the copper line, and Chorus have already installed a master splitter for it at 2degrees request).
All in all I've probably spent 20 hours on the phone with their tech support simply to get them to give us a working internet connection and phone line (which we still don't have). Most of the people I have spoken to have given me completely incorrect information. Some of them very clearly have no idea what they are talking about.
Anyone currently dealing with 2degrees I highly recommend you request to talk to a supervisor if you want anything to actually get done, and even then make sure you call back frequently to check that what you have requested is actually being done.
Lastly, since I don't trust anything 2degrees tells me anymore, maybe some of the techies here could answer a question for me:
Currently as stated our landline is on VOIP, however Chorus have installed the master splitter and given us one dedicated DSL jackpoint and one dedicated phone jackpoint. When I plug the home phone into the phone jackpoint, it disconnects us from the internet. Is this simply due to the fact that our phone line is not active, or is this an indication that we are going to have further problems to deal with once our landline is finally switched back to copper?