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richms
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  #2567992 19-Sep-2020 12:07
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If $300 is enough to make you want to deal with vodafone then good on ya. Will see you back here again when it all goes wrong IME and I will be busting out the nelson haha gif for the thread ;)





Richard rich.ms

gmball
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  #2567993 19-Sep-2020 12:12
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richms:

 

If $300 is enough to make you want to deal with vodafone then good on ya. Will see you back here again when it all goes wrong IME and I will be busting out the nelson haha gif for the thread ;)

 

 

 

 

Again the point I have made has gone completely over the top of your head. This isnt about any incentive to join another provider. As I've already said, if I was able to stay on 2Degrees for $85 per month I would have, but I cant. 

 

They have increased my 100/20 from $85 to $89, and wont allow me to re-sign onto a new 12 month term for their $85 gigabit plan (I'm currently out of contract). 

 

The $300 from Vodafone is merely an additional bonus, its not my reason for switching. 


 
 
 
 


c0ld
114 posts

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  #2567994 19-Sep-2020 12:13
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gmball: Not asking for ongoing discounts, but why should I pay $106 for gigabit when it’s $85 for new customers?


I think a distinction between 'should pay' and 'have to pay' is important here. It's not a monopoly and you're not tied in.

It's fairly easy to find details around business models when it comes to new customer acquisition (often at a loss) vs. ongoing revenue / churn but bottom line is a business to stay afloat in the long run must make a profit (or at least satisfy investors there is a long term plan for profitability). But don't expect a company to disclose such info, they generally won't, which I understand is why you have asked the question.

In this case $106 at the time (maybe when you joined) was at a loss, but maybe they did it as the expectation was that in 12/24mths the wholesale costs would have come down and they'll now make some money.


Edit: See you're looking at moving to gigabit so example I've put isn't valid but business explanation stands.

richms
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  #2567996 19-Sep-2020 12:18
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The loss that 2degrees is making is probably based on bringing in more pay monthly mobile users to offset the losses in the commodity home broadband plan they are selling at that price.





Richard rich.ms

gmball
461 posts

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  #2567997 19-Sep-2020 12:20
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richms:

 

The loss that 2degrees is making is probably based on bringing in more pay monthly mobile users to offset the losses in the commodity home broadband plan they are selling at that price.

 

 

 

 

The $85 for Gigabit with 2Degrees is without a mobile. Thats what I asked them for.  Its $75 if you have a mobile with them. 


richms
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  #2568001 19-Sep-2020 12:29
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They will be working it out on the $75 price along with highly profitable pay monthly, the $85 is just an artifact of how they encourage it and probably only exists to make it slightly less bundled.





Richard rich.ms

andrewbnz
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  #2569142 21-Sep-2020 12:32
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I just rung and requested the $85/month pricing from when my 12month contract ends on 8th October, 2degrees CSR was happy to transfer/resign for 12 months at $85 rate with no questions asked.

 

Best call centre experience I have had in a long time Most helpful! 


 
 
 
 


JonSND07
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  #2569286 21-Sep-2020 13:38
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Called them up today and it appears that the CSR may be new and was not able to sign me up (I'm an existing customer), instead offered me a further $10 discount to what I am currently paying. :(

 

I have messaged @morganbrowne  for further assistance.


Erebus
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  #2571875 22-Sep-2020 11:17
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Existing out of contract customer on unlimited fibre (with 2 degrees mobile as well). Trying to get this sorted at the moment, was told $86 was the best they could do. Argued with the CSR because the website does not specify new customers only and requested escalation to supervisor. Got there eventually at $75. 

 

 

 

Good end result but frustrating process. Expect better of 2 degrees honestly, I shouldn't have to argue with CS about this. 


Mahon
361 posts

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  #2571934 22-Sep-2020 12:31
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Erebus:

 

Existing out of contract customer on unlimited fibre (with 2 degrees mobile as well). Trying to get this sorted at the moment, was told $86 was the best they could do. Argued with the CSR because the website does not specify new customers only and requested escalation to supervisor. Got there eventually at $75. 

 

 

 

Good end result but frustrating process. Expect better of 2 degrees honestly, I shouldn't have to argue with CS about this. 

 

 

This seems to be a problem with most ISP's. I was always trained to believe customer service was paramount to success. These days it seems to be the opposite across many sectors.


Smithy47
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  #2572272 22-Sep-2020 17:53
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Erebus:

 

Existing out of contract customer on unlimited fibre (with 2 degrees mobile as well). Trying to get this sorted at the moment, was told $86 was the best they could do. Argued with the CSR because the website does not specify new customers only and requested escalation to supervisor. Got there eventually at $75. 

 

 

 

Good end result but frustrating process. Expect better of 2 degrees honestly, I shouldn't have to argue with CS about this. 

 

 

Ultimate Unlimited Offer:

 

New customers only. Standard Ultimate Unlimited plan pricing applies after 12 months. Early exit fee of up to $199 will apply & Ultimate Unlimited special discount repayable on a pro-rated basis if you leave within 12 months. Excludes mobile fees. Saving includes $10 bundle discount.





Smithy

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  #2572299 22-Sep-2020 18:27
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Smithy47:

 

Ultimate Unlimited Offer:

 

New customers only. Standard Ultimate Unlimited plan pricing applies after 12 months. Early exit fee of up to $199 will apply & Ultimate Unlimited special discount repayable on a pro-rated basis if you leave within 12 months. Excludes mobile fees. Saving includes $10 bundle discount.

 

 

2degrees have been giving out this deal to current customers, but it seems to be hit or miss if you get them to give it to you.

 

That said, given how things look on their homepage I think they should give it out, or spell it out that it's only for new customers directly in their marketing and not just in their terms and conditions.

 

Click to see full size


gmball
461 posts

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  #2572412 22-Sep-2020 21:38
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Erebus:

Existing out of contract customer on unlimited fibre (with 2 degrees mobile as well). Trying to get this sorted at the moment, was told $86 was the best they could do. Argued with the CSR because the website does not specify new customers only and requested escalation to supervisor. Got there eventually at $75. 


 


Good end result but frustrating process. Expect better of 2 degrees honestly, I shouldn't have to argue with CS about this. 



I honestly don’t get why they are making this so difficult for their existing customers. It’s as though they actually want people to move on to other providers. I wouldn’t want to even guess at how many they have lost who would have happily stayed.

It wouldn’t be difficult for whoever from 2Degrees reads this thread, to provide some blanket advice to their CSRs about who is eligible and who isn’t.

sidefx
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  #2572473 23-Sep-2020 07:00
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gmball:

 

I honestly don’t get why they are making this so difficult for their existing customers. It’s as though they actually want people to move on to other providers. I wouldn’t want to even guess at how many they have lost who would have happily stayed.

It wouldn’t be difficult for whoever from 2Degrees reads this thread, to provide some blanket advice to their CSRs about who is eligible and who isn’t.

 

 

 

It might be worth pinging @morganbrowne with this feedback.     

 

 

 

At the same time I think it's fair enough for ISPs to save *some* incentives for new customers... not you @gmball, I get what you're saying; but I get the impression some people seem to expect a signup kickback, lower monthly price and an infinite supply of 12 month prime video coupons every time they resign for another 12 month contract...  Personally I'm happy for signup kickbacks and prime video to be "once off" incentives for new signups - but I would think the lower pricing should always be available to existing customers who are happy to resign and lock themselves in for a new contract term.





"I was born not knowing and have had only a little time to change that here and there."         | Electric Kiwi | Sharesies
              - Richard Feynman


morganbrowne
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  #2572507 23-Sep-2020 08:45
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sidefx:

 

gmball:

 

I honestly don’t get why they are making this so difficult for their existing customers. It’s as though they actually want people to move on to other providers. I wouldn’t want to even guess at how many they have lost who would have happily stayed.

It wouldn’t be difficult for whoever from 2Degrees reads this thread, to provide some blanket advice to their CSRs about who is eligible and who isn’t.

 

 

 

It might be worth pinging @morganbrowne with this feedback.     

 

 

 

At the same time I think it's fair enough for ISPs to save *some* incentives for new customers... not you @gmball, I get what you're saying; but I get the impression some people seem to expect a signup kickback, lower monthly price and an infinite supply of 12 month prime video coupons every time they resign for another 12 month contract...  Personally I'm happy for signup kickbacks and prime video to be "once off" incentives for new signups - but I would think the lower pricing should always be available to existing customers who are happy to resign and lock themselves in for a new contract term.

 

 

 

 

Thanks for the feedback! Heard, understood, and fired over to the appropriate teams :) Cheers





Morgan Browne - 2degrees Social & Digital Media Manager. 
I'm in the comms team. If you would love some help from our 100% Kiwi-based customer care team, please call them on 0800 022 022. 


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