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7 posts

Wannabe Geek


Topic # 201491 21-Aug-2016 11:03
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I hate complaining about support services. I get all the tropes, and I get that dealing with customers can be difficult, but ever since Snap switched to 2degrees, the support staff quality has dropped significantly.

 

Let's ignore the time 2degrees disconnected my broadband service and after immediately calling to notify them, a service rep flat out called me a liar when I told them I did not request my service to be disconnected (even claiming they had evidence of my request), and that they could not reconnect me because my entire account was deleted. It took pulling a massive tantrum to finally get escalated to someone who could actually help. Low and behold? 2degrees error, account restored immediately and service restored in 5 minutes.

 

Now, since the above I've had constant speed issues with my VDSL connection spanning over a few months. I'm in what you would consider a rural area, so I'm not expecting miracles (Mapua, Tasman) either. My ADSL speeds were sitting at something like 7 or 8 mbps.

 

VDSL becomes available and I upgrade. According to what is available I should be getting 50 mbps, but lets ignore that for now, it isn't quite important. After upgrading, I get max 10 mbps down, 1 mbps up, maybe.

 

Call to have this resolved, relatively smooth, 2degrees acknowledge the issue and send out a Chorus technician.

 

Chorus technician comes, best he can accomplish is 20 mbps down, 1 mbps up. He does mess with my network cabling setup as well, to the point I have to call and have the electrician who set it up orignally to come back and correct it, but that isn't 2degrees problem, so moving on.

 

I'm actually fairly ecstatic with 20 mbps down. Having spent close to the last decade or so living with a 7 mbps connection (both in Auckland and Tasman), it's a serviceable speed. I can accomplish 90% of what I want to do on the internet with a 20 mbps connection.

 

However, after this change, every 1 to 2 weeks, the internet speeds crawl down to around 2 to 4 mbps down. The only way to restore the connection back to 20 mbps is to reset the Fritzbox 7340 router at the wall. I seal with this issue until it becomes annoying and consistent enough to call 2degrees and see if I can have it resolved.

 

Again at first, faced with a brick wall. They see no issue with the line, not their problem, until I finally get a service rep who listens, agrees this is unusual and provided I email 2degrees screenshot evidence of my connection at crippling speeds and restored after a modem reset, they offer to send out a replacement Fritzbox 7490.

 

Send the screenshots by email, get a relatively fast response saying they are looking into it, but won't send a modem now because they want to talk to a senior technician. Don't hear anything for around 7 working days. Email 2degrees for a update, no response, few days later call 2degrees, finally they acknowledge the issue and courier a modem out overnight. Great, some progress.

 

New modem arrives last Friday. Set it up, works straight out of the box.

 

I cannot get a download speed higher then 6 mbps now.

 

Deal with it for a few days to see if it might get better. It doesn't. Call 2degrees today to report the problem, I should have troubleshoot at this point and plugged in the old modem to see if it fixed the problem (hint, it did), but I thought surely this would be a simple settings issue and 2degrees would have the patience to sit and work through the issue with me.

 

Speak to representative, explain entire history again. Puts me on hold to check settings. Comes back and states roughly that there is nothing wrong with the settings, but I should be getting way faster speeds on my line (roughly 54 mbps) so he has escalated with Chorus and once their investigation is complete, they can help me then. 

 

I explain this isn't acceptable, that I've been through the process with Chorus already, that clearly there is SOME issue with the new modem, and not my line, and could he please help further then fobbing me off to chorus. Answer from representative is no.

 

I explain to the representative that fine, I will get off the line with you, switch to my old modem and if it restores the issue, call back and can we please have this looked into properly please. Rep agrees and I hang up.

 

As per above, swap back to old Fritz box, problem is immediately resolved.

 

Call back 2degrees. Get new agent, explain entire story again. Get told flat out she cannot help until the Chorus investigation is complete.

 

Once again, I have to basically tantrum and repeatedly request to speak to a supervisor to make any headway.

 

I explain flat out and clearly, I plug the new modem in, 6 mbps connection. I plug the old modem in, 20 mbps connection. I rationally explain that if I leave my old router in and let Chorus do their tests, they won't find anything wrong!!! I ask, if I leave the new router plugged in, and chorus does there test, will they now find something suddenly wrong with my connection? I finally, finally get a decent human being response of "No, they probably won't". Great.

 

In the end? They agree to send me out another new modem and to send back the last new modem then sent. I grudgingly accept, because I can believe that for whatever reason, I possibly got a dummy modem.

 

Holy heck though, could no one on their service team however provide anything better then basic troubleshooting?

 

So, so frustrating. 

 

 

 

EDIT TO CLARIFY: Both modems, in the internet settings page are showing a 22 MBPS connection, 1 MBPS upload. The line connection according to the settings page is solid.

 

The speed issue happens in use. Internet is slow, netflix is slow and all download evidence provided in the above is from doing speedtest.net tests on a desktop computer connected by LAN.

 

 


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  Reply # 1615037 21-Aug-2016 11:46
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This is a bit out of the box. Disconnecting you by mistake. 

 

I've found that 'Snap' / 2Degrees will only follow their standard procedure. You are lucky you somehow got them to break procedure so you should be somewhat happy. 

 

 

 

When I first connected to snap they sent me a faulty fritzbox--- the thing is , they would not send me a new fritz until chorus had done their investigation AND they had received the old one back.  They would not send me one of their test modems in the interim since they had none in stock.  I asked them to crack open a new box and slap a test modem label on it but they would not. 

 

In the end, I was without internet and phone service for almost 2 weeks because snap thought following procedure was more important than getting me back online as soon as possible. 

 

But, all ISP's are like this ... i guess 9 times out of 10 their procedures work ok. 

 

 

 

 

 

 

 

 


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  Reply # 1615130 21-Aug-2016 15:55
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Problem is there are also customers who like to "try it on" and demand a new modem just because they want a spare (despite nothing being wrong with their current modem) - they want a new one "just because".


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  Reply # 1615135 21-Aug-2016 16:07
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Your symptom sounds like a classic case of upstream saturation which if the case is no fault with 2degrees.

 

I assume all testing you've done is done over Ethernet with every device on your network that could be uploading or syncing date disconnected?

 

Without knowing basic details incl DSL sync stats both normally and when the problem occurs there isn't a lot of advice anybody can offer.

 

 


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  Reply # 1615138 21-Aug-2016 16:14
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I had a fritz acting all stupid and slow till I factory reset the thing. Perhaps give that a shot on the replacement one? Web IF was all laggy as well on it.

 

But yeah, erratic performance on lousy lines is a problem with copper. With the way chorus will let DSL be put on any rubbish line and their refusal to sort it out I am suprised that these sorts of issues with it bouncing between ISP and chorus are not more common.

 

Not long to go till copper is a bad memory tho, so there is that to look foward to.





Richard rich.ms



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  Reply # 1615150 21-Aug-2016 16:39
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sbiddle:

 

Your symptom sounds like a classic case of upstream saturation which if the case is no fault with 2degrees.

 

I assume all testing you've done is done over Ethernet with every device on your network that could be uploading or syncing date disconnected?

 

Without knowing basic details incl DSL sync stats both normally and when the problem occurs there isn't a lot of advice anybody can offer.

 

With the old modem, I'm 90% sure the sync stats are the same, because when I called, I remember this is what caused my initial road bump. The sync stats looked fine, despite my entire network being crippled.

 

It wouldn't be hard to saturate my upstream though, given its only ever 1 mbps I guess? What does resetting the modem do, that fixes the saturated upstream though? The same devices all come back online and I assume would just continue whatever upload overload they were doing no? The problem only ever occurred intermittently once every week or two.

 

I'll try and isolate devices next time, I have added a lot new of devices to my network recently (smart tv, soundbar, htpc, student has a laptop and phone as well).

 

I don't care if it isn't 2degrees problem and my own instead. If I can at least know about it and can do something about it, great. Support from my provider and for their hardware seemed like the logical first place to go though. Oh well.


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  Reply # 1615419 22-Aug-2016 07:54
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richms:

 

 

 

Not long to go till copper is a bad memory tho, so there is that to look foward to.

 

 

 

 

*Sigh* If only.





iPad Air + iPhone SE + 2degrees 4tw!

These comments are my own and do not represent the opinions of 2degrees.


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  Reply # 1615857 22-Aug-2016 15:26
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Hi there GoodbyeWorld,

 

Sorry to hear about your situation there. 

 

Can you please message us with your broadband username or customer number, as well as any email ticket references you have, so we can take a look in to this and see what's up.

 

As other's have mentioned, if your sync rates aren't changing, it's likely how the connection is being used, rather than an issue on the line or at our end. More than happy to look in to it for you and get some analysers running on your line, as well as check out the experiences you've had with the helpdesk.

 

We shall await your PM,

 

Thanks

 

Ralph ^JOB




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  Reply # 1616127 23-Aug-2016 07:47
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2degreesCare:

 

Hi there GoodbyeWorld,

 

Sorry to hear about your situation there. 

 

Can you please message us with your broadband username or customer number, as well as any email ticket references you have, so we can take a look in to this and see what's up.

 

As other's have mentioned, if your sync rates aren't changing, it's likely how the connection is being used, rather than an issue on the line or at our end. More than happy to look in to it for you and get some analysers running on your line, as well as check out the experiences you've had with the helpdesk.

 

We shall await your PM,

 

Thanks

 

Ralph ^JOB

 

 

PM sent last night.

 

I received the new new modem this morning, plugged it in just now.

 

Single desktop computer connected by lan, no other devices connected at all.

 

Cannot get speeds higher then 5 mbps again.

 

Line says connected at 21.7 down, 139 kbits up.

 

Will PM this information as well, reconnect old fritz 7340 and report on line stats again shortly.

 

EDIT:

 

May have found the culprit, wish I noticed this earlier since prior I was only really paying attention to downstream not up.

 

Old Fritzbox 7340 reconnected. Downstream is 22 mpbs, but this time upstream is 1.1 mbps.

 

I can only assume then the upstream difference is what is causing the problem and it would be upstream saturation based on my line.

 

Why the difference in upstream between the two modems old and new, I have no idea of course.


BTR

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  Reply # 1616145 23-Aug-2016 08:51
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2D has a lot of issues going on behind the scenes which I can't go into detail about because of possible upcoming legal action. 

 

 

 

Long story short they are now no different than any other large ISP. My advice is take your business elsewhere




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  Reply # 1626583 9-Sep-2016 14:31
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 Hi, just want to report in that I did appreciate Ralph's help looking into this issue. He ran a few tests and seemed to conclude nothing could be done. Fair enough.

 

The only disappointing part is Ralph had promised to try and get the new 7490 working for me, as it did seem odd that the 7340 worked fine, but neither of the two 7490 worked at all.

 

Ralph last messaged me on the 24th of August, I replied back asking if he had any update on the 29th and 5th of September. I have yet to get a reply or even a update on whether or not I should send both 7490's back and continue just using the 7340.

 

Very close to decent service again, but fell short as well.


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