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983 posts

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  Reply # 1917721 12-Dec-2017 21:31
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2degreesCare:

 

Hi @Nunz 

 

This is definitely not the kind of service we expect for our customers. 

 

We'd like to get this sorted but we need some details to look into this further. Please can you please PM us with their customer number, address and a contact number. 

 

Many thanks

 

^BRM

 

 

 

 

I can PM the cloents number if you like.

 

Where it now stands:

 

Went onsite and did isolation tests on all four sockets in the house. No voice / dial tone. No DSL signal. Changed all cables, routers, phone etc.

 

Contacted 2D again. They finally agreed to send a Chorus tech. Chorus tech arrived and discovered things naffed at the exchange. Supposedly fixed it all today.

 

Voice now working. ADSL not working.

 

Phones 2D - They had put the client on a VDSL profile on the exchange despite me specifically requesting them change it to ADSL 3 or 4 weeks ago and the clients / 2D both in agreement the modem is only ADSL capable.

 

Now waiting until 14Dec before Chorus will visit again.

 

Will await developments on that day.

 

 

 

To note:

 

Finally got to talk to a supervisor after asking on and off for the last 4 weeks.

 

they have offered good will compensation of 1month connection. When I pointed out that refunding the 4 weeks the connection hasn't worked is bare minimum legal requirement as you cant charge for providing a service that doesnt work - she again called it a good will gesture. My response was that is like wrapping up a turd in tinsel and calling it a Christmas present. It is not good will and it is not compensation.Its bare minimum legal requirement and the fact she is presenting it as a favour to the client shows a complete lack of care or compassion or even legal understanding on 2d's behalf.

 

Am going to take this down the TDR / Disputes tribunal route as my client has incurred cost and I have invested 4-5 hours having to muck around owing to 2D's complete failure to do the basics , to do trouble shooting, to take the actions requested and to do even sensible stuff. don;t even ask about the lies / myths propogated that modems from halswell dont work in hornby or being too close to the exchange means adsl wont work.

 

The fact that the client has repeatedly told 2D there is no dial tone and 2d have refused to act on this has meant I have had to get involved.

 

Will update the post on 14 / 15th after we have seen what occurs when the exchange is revisited. It should have been done today!!

 

 

 

 





nunz

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  Reply # 1917724 12-Dec-2017 21:46
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nunz:

 

To note:

 

Finally got to talk to a supervisor after asking on and off for the last 4 weeks.

 

they have offered good will compensation of 1month connection. When I pointed out that refunding the 4 weeks the connection hasn't worked is bare minimum legal requirement as you cant charge for providing a service that doesnt work - she again called it a good will gesture. My response was that is like wrapping up a turd in tinsel and calling it a Christmas present. It is not good will and it is not compensation.Its bare minimum legal requirement and the fact she is presenting it as a favour to the client shows a complete lack of care or compassion or even legal understanding on 2d's behalf.

 

Am going to take this down the TDR / Disputes tribunal route as my client has incurred cost and I have invested 4-5 hours having to muck around owing to 2D's complete failure to do the basics , to do trouble shooting, to take the actions requested and to do even sensible stuff. don;t even ask about the lies / myths propogated that modems from halswell dont work in hornby or being too close to the exchange means adsl wont work.

 

 

If you look at this thread and this thread and note my analysis of the numerous breaches of consumer law and the utterly disgraceful attitude/indifference towards people's legal rights demonstrated by 2Degrees, I would have to say that your client's experience is but a continuation of an established pattern of behaviour. Take them to the TDR and DT and hit them for six.

 

@2degreescare - care to explain why your company continues to disgrace itself in public like this? Do you not learn?

 

 

 

 


 
 
 
 


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  Reply # 1917793 13-Dec-2017 07:55
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dejadeadnz:

 

nunz:

 

To note:

 

Finally got to talk to a supervisor after asking on and off for the last 4 weeks.

 

they have offered good will compensation of 1month connection. When I pointed out that refunding the 4 weeks the connection hasn't worked is bare minimum legal requirement as you cant charge for providing a service that doesnt work - she again called it a good will gesture. My response was that is like wrapping up a turd in tinsel and calling it a Christmas present. It is not good will and it is not compensation.Its bare minimum legal requirement and the fact she is presenting it as a favour to the client shows a complete lack of care or compassion or even legal understanding on 2d's behalf.

 

Am going to take this down the TDR / Disputes tribunal route as my client has incurred cost and I have invested 4-5 hours having to muck around owing to 2D's complete failure to do the basics , to do trouble shooting, to take the actions requested and to do even sensible stuff. don;t even ask about the lies / myths propogated that modems from halswell dont work in hornby or being too close to the exchange means adsl wont work.

 

 

If you look at this thread and this thread and note my analysis of the numerous breaches of consumer law and the utterly disgraceful attitude/indifference towards people's legal rights demonstrated by 2Degrees, I would have to say that your client's experience is but a continuation of an established pattern of behaviour. Take them to the TDR and DT and hit them for six.

 

@2degreescare - care to explain why your company continues to disgrace itself in public like this? Do you not learn?

 

 

 

 

 

 

Agreed. The problem is finding an alternative. It really feels like a choice between the least awful rather than having a fantastic alternative to go to.

 

I had all my company and clients with Snap. They were great. Not perfect but they worked to make things right and seemed to employ humans with brains, not drones. After 2D it turned to custard. No clients are left with 2D ( well no business clients - individuals take their own course ).

 

My final straw was 18 months being charged for phones a client on naked DSL didn't have and being forced to pay the entire bill otherwise they would get cut off. ditto me for 8 months and then my 2D samsung phone stopped reading its sim card and they wanted to charge me to fix it and the shop, phone support, and escalations failed to resolve it.

 

The alternatives aren't great. Vodafone support sucks. The might answer quickly now but 90% of the time it is a list reading drone who doesnt seem to understand basic english.

 

Spark - long long long waits and again list reading drones. Although recently there seems to have been some improvement. Having said that, my new phone with them has had billing muckups for 5 months so am now on the phone every month trying to get them to sort their act out. They are threatening to cut me off for not paying bills they never sent and their app says my bills are paid - ditto online version. I refuse to pay late charge fees if they havent informed me of what to pay and when to pay it. We are almost at an impasse. But....online chat, email support and some improvement on bringing support back to NZ is an improvement on where they were at.

 

So what's the answer? For internet Bigpipe were fantastic but am now hearing they have been reabsorbed back into spark and as they grew the drones started appearing. Lots of comments re this appearing on geek zone.

 

So is there a properly responsive, technically capable company out there that offers good service and decent support? I'm not the type of person who makes decisions based purely on price. I'll pay more for service and support, I just cant find it in the telco / isp sector.





nunz

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2degrees

  Reply # 1918882 13-Dec-2017 10:31
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Hi @nunz 

 

This clearly has not been a good experience for you or your client. We want to get to the bottom of this and make things right. Please can you PM us with their phone number/customer number, name and address so we can check into the details on our end.

 

Kind Regards,

 

^BRM




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  Reply # 1920301 15-Dec-2017 17:22
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Hi @2degreesCare

 

Voice now working. Was broken at the exchange.

 

Internet still not working.

 

turns out they were put on a VDSL profile despite me getting them to change that to ADSL 3 or so weeks ago.

 

Got it changed to an ADSL profile ( 2 days wait) and it turns out 2D have pointed the port at another service provider to 2D, so even though there is now DSL signal on the modem there is no authentication attempts showing in the Radius or similar and no DSL signal at 2D.

 

Got hold of 2D - who put a request through to Chorus to get it sorted. Were going to text or phone back yesterday, then this a.m., then this arvo.  Nada, nothing zip, zilch not a bloody peep despite me chasing them about their failure to feed back as promised.

 

On phone to them again. 3pm job not done and is now 2 hours late.

 

Supposedly it is a reallly really really hard job to re-jumper the connection. Yeah right!!

 

it is now outside chorus business hours - so I was going to hear before 8pm tonight when their tech gets back to 2D but now am not going to hear as t is outside business hours so hopefully possibly maybe will hear before 12pm tomorrow.

 

I would be appalled at what a shambles this has been  - but unfortunately having been through this type of scenario ad-infinitum  - not at all surprised.

 

If your techs say they will feed back by a certain time - they should. Most of the time they dont.

 

Also being told by a tech the Chorus guys are outside my house right now ( nope and for an exchange job shouldn't be), that it is not done, that she has just heard back it has been done, it isn't done - it will be done. all in the space of 3-4 sentences. Holy confusion batman!!!!!

 

 

 

 





nunz



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  Reply # 1920552 16-Dec-2017 13:16
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dejadeadnz:

 

nunz:

 

To note:

 

Finally got to talk to a supervisor after asking on and off for the last 4 weeks.

 

they have offered good will compensation of 1month connection. When I pointed out that refunding the 4 weeks the connection hasn't worked is bare minimum legal requirement as you cant charge for providing a service that doesnt work - she again called it a good will gesture. My response was that is like wrapping up a turd in tinsel and calling it a Christmas present. It is not good will and it is not compensation.Its bare minimum legal requirement and the fact she is presenting it as a favour to the client shows a complete lack of care or compassion or even legal understanding on 2d's behalf.

 

Am going to take this down the TDR / Disputes tribunal route as my client has incurred cost and I have invested 4-5 hours having to muck around owing to 2D's complete failure to do the basics , to do trouble shooting, to take the actions requested and to do even sensible stuff. don;t even ask about the lies / myths propogated that modems from halswell dont work in hornby or being too close to the exchange means adsl wont work.

 

 

If you look at this thread and this thread and note my analysis of the numerous breaches of consumer law and the utterly disgraceful attitude/indifference towards people's legal rights demonstrated by 2Degrees, I would have to say that your client's experience is but a continuation of an established pattern of behaviour. Take them to the TDR and DT and hit them for six.

 

@2degreescare - care to explain why your company continues to disgrace itself in public like this? Do you not learn?

 

 

 

 

 

 

 

 

TDR case notes make interesting reading. Especially as TDR supports claims of direct costs for ISP failures being compensatable items.

 

See: https://www.tdr.org.nz/cases/determinations/tdr-case-note-t003926-2009

 

https://www.tdr.org.nz/cases/determinations/tdr-case-note-t003859-2009

 

 

 

and a bunch of others here:

 

https://www.tdr.org.nz/about-tdr/determinations

 

 

 

ISP's should really sit up and take some notice. They cannot get away with dumping crud on clients and refusing to compensate for direct costs suffered as a result of their failures to act in a reasonable fashion.

 

 





nunz

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