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259 posts

Ultimate Geek

# 261439 27-Nov-2019 19:15
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Yesterday I was confronted by a business that had lost its phone and internet services during a transition from one provider to another for both residential and business accounts of the customer. The further I got the more strange and complex it became.

In short the transition from one provider to another had only partially taken place, over a number of months, and to add further confusion fibre was installed at the address. Following the fibre installation, and with the installer saying everything is now working, dialogue continued with the previous company about closing accounts. In essence, the porting of the business had not taken place the account was closed and the numbers disconnected leaving the business with no phone connection. Bizarrely, while all services had appeared to stop for some reason naked ADSL was still available on one of the business lines.

Confused, and somewhat frustrated at trying to decipher the problem, I turned to @NickMack - who has helped me many times in the past and who's level of service goes far beyond anything I've ever encountered before - for some guidance. First and foremost this problem had nothing to do with 2 Degrees and nor was it their problem to solve but...

After explaining the situation to Nick and asking for his thoughts this was his response...

"Really sorry to hear about the experience, let me see if we can help get them up and running in the first instance, I suspect once it's going, changing anything/providers is a stress they could do without as they are running a business"

This response was totally unexpected but not surprising.

Nick set to sort the problem despite us not being 2D customer. In so doing he engaged a further Geekzoner in @Hio77 and between them isolated where the issue was early this morning. As the lines were disconnected the business ultimately no longer had a service provider so it was a no brainer - an online order around 3pm and a completed connection by 5pm

By 5pm this afternoon this business had working fibre broadband, phone lines and a personal delivery of the required modem and installation by Nick himself to the business to ensure it was all working.

2 Degrees got a new customer.

That is service, and it is why I always recommend to friends and family 2 Degrees.

From all involved on the business side and from me - thank you Nick and the staff at 2Degress for everything, thank you Hio77 for your professionalism and your ever willingness to help - some things you just can't control - and of course to Enable for facilitating this in such a short period of time.

You guys ROCK!

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Uber Geek

  # 2361811 27-Nov-2019 19:40
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Ooohhhh @NickMack @hio77



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  # 2361815 27-Nov-2019 19:50
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Nice one guys :)


'That VDSL Cat'
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  # 2361817 27-Nov-2019 20:02
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This was all @NickMack :)

I just cleared up all the confusion that was thrown into the mix.

From what I hear Nick even made a physical visit, that extra mile goes a long way to speak for 2degrees gives service here

#include <std_disclaimer>


Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

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