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Topic # 222634 21-Aug-2017 19:49
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My 88 year old Mum uses a chromebook and it didn't work very well with 4g so i decided to set her up with broadband.  Mum has a landline with 2degrees.  Mum also has a medical alarm.

 

First I asked to just add broadband to her account.

 

2degrees said we couldn't do that, they had to create a new account.  Hmmm, ok.

 

Then they couldn't find her address, she is in an apartment attached to a retirement village. Apartment 15 didn't exist.  So they asked Mum (88) for a lot or dp number.  How is she suppose to know that?  She did have a landline with 2degrees! The management at the rest home didn't know either.

 

So several support people later (and several hours) I got someone who said they could add broadband to the existing account and found the right address. All sorted i thought.

 

That was friday last week.  So today Mum tells me they have cut off her phone.  But no modem. What?  They have cut off her phone before she has her modem.  When the retirement village rang 2degrees they said the modem should be with her by friday.

 

So she is without a phone, medical alarm is beeping and she is expected to live like this for 5 days?

 

Crap service.

 

Hope she doesn't need an ambulance.

 

Shocking!!!!!!!!


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  Reply # 1849990 21-Aug-2017 19:50
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Are they moving it to the voip service? Will that even work with the medical alarm?





Richard rich.ms



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  Reply # 1849993 21-Aug-2017 19:58
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Good question.

 

They said we needed to move to voip and i told them she had a medical alarm.

 

They didn't say it wouldn't work.


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  Reply # 1849999 21-Aug-2017 20:21
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Pinging @2degreesCare


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  Reply # 1850001 21-Aug-2017 20:24
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RoyalWulf:

 

Good question.

 

They said we needed to move to voip and i told them she had a medical alarm.

 

They didn't say it wouldn't work.

 

 

 

 

They wouldnt care. Get the sale, get the commission, move on.





Richard rich.ms

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  Reply # 1850005 21-Aug-2017 20:30
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RoyalWulf:

Good question.


They said we needed to move to voip and i told them she had a medical alarm.


They didn't say it wouldn't work.



They didn't say it would either

Linux




Ex JohnR VodafoneNZ 17 years 4 days



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  Reply # 1850010 21-Aug-2017 20:39
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Linux:
RoyalWulf:

 

Good question.

 

 

 

They said we needed to move to voip and i told them she had a medical alarm.

 

 

 

They didn't say it wouldn't work.

 



They didn't say it would either

Linux

 

 

 

What is your point?

 

I told them I wanted a landline, that she had a medical alarm, are you saying I needed to ask them if what they were recommending to me would work?


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  Reply # 1850016 21-Aug-2017 20:47
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RoyalWulf:

 

Good question.

 

They said we needed to move to voip and i told them she had a medical alarm.

 

They didn't say it wouldn't work.

 

 

 

 

IT WILL NOT WORK OVER VOIP.

 

ring the medical alarm supplier and get it swapped for a GSM/GPRS (What ever it is they call it) version before she actually needs it.

 

 






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  Reply # 1850183 22-Aug-2017 09:54
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Hi RoyalWulf,

 

Can you please PM us with the address, phone number and the name of the customer so we can look in to this for you? It certainly sounds like a very odd situation.

 

With regards to medical alarms over VOIP, these are not a clear cut situation, some will work, some won't, some may need a VOIP adapter or a GSM module to function, this should be discussed at the point of sale and the customer confirm acknowledgement of potential limitations before proceeding (which we'll obviously check to ensure has happened in this situation). 

 

Thanks,

 

Ralph ^JOB


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  Reply # 1850241 22-Aug-2017 11:48
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richms:

 

RoyalWulf:

 

Good question.

 

They said we needed to move to voip and i told them she had a medical alarm.

 

They didn't say it wouldn't work.

 

 

 

 

They wouldnt care. Get the sale, get the commission, move on.

 

 

 

 

LOL @ get the commission. what year is this, 2005


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  Reply # 1850251 22-Aug-2017 12:13
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@sorceror Do note that commission is a very valid thing still for call centre staff.

 

My Nana has got a medical alarm - she had a GSM one installed since her landline is over Sparks VoIP 4G service. Pretty neat unit, has battery backup that lasts hours and doesn't require anything but power so can be anywhere in the house. Get it upgraded to that if you can.





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  Reply # 1850259 22-Aug-2017 12:26
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Targets sure are but not commission mate.

No space for commission when you're having to do things like 6 months free rental

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