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341 posts

Ultimate Geek
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Topic # 191202 27-Jan-2016 16:14
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Just thought I'd get a feel for what others think of this. I've been a happy 2degrees mobile user for several years now and have successfully encouraged friends and family to move over as well. This has primarily been due to the offers/savings and as I've never had to deal with any issues, I can't comment on customer support experience (let's face it, that's always a mixed bag and the general gist of it is that telecommunications companies are the worst at just that).

 

 

 

Anyway, I've been with Spark for my phone and Internet for 20+ years and figured I could save a bit with 2degrees (plus consolidate). I have currently got VDSL but the 2degrees website says I cannot get VDSL at my address. No problem I thought...I'll ring them and advise that I already have VDSL with Spark and it'll just be a matter of switching. Not quite. I understand they won't risk offering poor quality but I wast told no I can't get VDSL (even though I explained that I already have VDSL with another provider at the same address). Anyway, second, third and fourth attempts via phone and e-mail. I explained that I am with another provider and am getting 20-25Mbps download speed and 10+Mbps upload speeds. They still maintained that I cannot get it because the quality would be too poor and I won't get VDSL speeds.

 

 

 

Any suggestions? For now I figured I'll just stick to Spark and pay a bit extra. Didn't seem worth the time and energy chasing 2degrees when I'd like to think they'd be wanting new business (be it a small amount I guess). Just disappointed that they did not bother at all. Seems like they're just reading what's in front of them without truly looking into it. Poor front line support but that's my 2cents.


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Minimalist
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  Reply # 1479965 27-Jan-2016 16:19
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Send @2degreescare a private message with your details

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  Reply # 1479986 27-Jan-2016 16:31
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... I explained that I am with another provider and am getting 20-25Mbps download speed and 10+Mbps upload speeds. They still maintained that I cannot get it because the quality would be too poor and I won't get VDSL speeds. ...

 

Are your quoted speeds with a master filter installed?

 

Do 2 Degrees still offer a master filter for new VDSL connections?





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341 posts

Ultimate Geek
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  Reply # 1480000 27-Jan-2016 16:43
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scottjpalmer: Send @2degreescare a private message with your details

 

 

 

Thanks. Didn't really want to bother but I suppose could give them another chance.


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  Reply # 1480001 27-Jan-2016 16:44
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Hey Ritzlal,

 

Can you chuck us a PM with your address and contact details and a screenshot of your sync rates from your modem, and we'll get someone in touch can force it through from our side. Seems like its a case of the system not allowing it through due to an inconclusive prequalification.

 

We'd love to have you on board, and if your connection is stable on VDSL now there is no reason why this wouldn't change. We'd love to have you onboard :)

 

Cheers

 

Ralph ^JOB




341 posts

Ultimate Geek
+1 received by user: 19


  Reply # 1480002 27-Jan-2016 16:44
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Sideface:

 

... I explained that I am with another provider and am getting 20-25Mbps download speed and 10+Mbps upload speeds. They still maintained that I cannot get it because the quality would be too poor and I won't get VDSL speeds. ...

 

Are your quoted speeds with a master filter installed?

 

Do 2 Degrees still offer a master filter for new VDSL connections?

 

 

 

 

Yeap master filter installed by Chrous technicians I believe. Thanks.




341 posts

Ultimate Geek
+1 received by user: 19


  Reply # 1480007 27-Jan-2016 16:48
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2degreesCare:

 

Hey Ritzlal,

 

Can you chuck us a PM with your address and contact details and a screenshot of your sync rates from your modem, and we'll get someone in touch can force it through from our side. Seems like its a case of the system not allowing it through due to an inconclusive prequalification.

 

We'd love to have you on board, and if your connection is stable on VDSL now there is no reason why this wouldn't change. We'd love to have you onboard :)

 

Cheers

 

Ralph ^JOB

 

 

 

 

Thanks Ralph that's awesome. Although frustrating because I don't like to come onto forums and moan. I would like to think that the best service I'm going to get is by contacting the service provider directly (which is what I've done on several occasions already). However, I have instantly gotten better service within minutes of posting on here! I wish companies would value and invest more time and resources into front line support. Anyway, will do the above when I'm home.

 

Thanks again.


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