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jonathan18
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  #2539314 12-Aug-2020 12:34
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jonathan18:

 

That the last post of someone saying they got told they couldn’t get the deal is from the 8th it hopefully does indicate it’s been sorted.

 

 

Oh well, spoke (wrote) too soon! 

 

Just spoke to a CSR, who said his manager has clearly told them it's not available for re-signs, and he's been telling others who have rung with the same request this same message - clearly there's still not a consistent understanding in the call centre. Have PMd morganbrowne, so thanks to him for providing a possible fix.


rugrat
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  #2539351 12-Aug-2020 13:32
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Can’t they circulate a memo to all CSR managers to get them on the same page. This sounds bizarre that different managers have different views on re-signs and the offer. There’s been plenty of time.


 
 
 
 


rugrat
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  #2539423 12-Aug-2020 14:28
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Thanks, that explains things. Letting existing customers have it could save some from leaving, as once someone has signed with someone else it’s a bit late to allow/make offers. That’s how another ISP lost me to 2degrees, and once the dots were signed they then offered me more then what I was asking for in the first place. As dots were signed was unable to take up offer.

 

I’m very happy made move though with my current plan and pricing with 2degrees. (Not plan in this thread,  but a plan I’m very happy with)


rugrat
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  #2539532 12-Aug-2020 16:47
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The post I was replying to was removed, maybe need to quote when I’m replying underneath lol.

 

Basically said they were told that it’s not available to existing customers, but there  is discretion  to what is offered by person answering phone and their manager, which is why people get different answers when ringing.

 

Weather their statement was correct or not wouldn’t have a clue. Just that if correct would explain why people having different experiences.


ANglEAUT
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  #2539745 12-Aug-2020 20:43
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thewabbit: Got my plan half provisioned last night...

 

Also only half provisioned. ๐Ÿคจ

 

Speedtest.net result: 101d/184u Speedtest.net result: 103d/135u

 

3 business days after placing the order

 

  • Got SMS notification yesterday that provision will happen today ๐Ÿ˜™
  • Got SMS notification today provision was complete ๐Ÿ˜ƒ
  • Still waiting for my new modem ๐Ÿ˜‡




Please keep this GZ community vibrant by contributing in a constructive & respectful manner.


stuartgr
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  #2539762 12-Aug-2020 21:18
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I had the same problem - max 100 down and a range of upload speeds from 250-350.  Called the helpdesk and they changed a setting and couple mins later i was properly provisioned.  Give them a yell, unsure whats going on with the upgrade process but its missing a step somewhere.  Easy fix anyhow.


cshwone
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  #2539852 13-Aug-2020 08:26
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stuartgr:

 

I had the same problem - max 100 down and a range of upload speeds from 250-350.  Called the helpdesk and they changed a setting and couple mins later i was properly provisioned.  Give them a yell, unsure whats going on with the upgrade process but its missing a step somewhere.  Easy fix anyhow.

 

 

@morganbrowne  Following the above experience and others mentioned in this thread I thought I would run a check and ended up with 100 down/390 up. CSR was unable to help as she stated that I wouldn't get the speeds until my next Billing Cycle clicked over.

 

I mentioned that I was already getting the upload speed and she couldn't explain that. Also that I had the text from 2 degrees to say the changeover had been provisioned and completed. Then that others on Geekzone had the same issue which had been resolved by a call to tech support.

 

Seems strange and a bit inconsistent.


 
 
 
 


sxz

sxz
697 posts

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  #2539911 13-Aug-2020 09:03
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I have just re-signed for 12 months at $75, but they refused to offer me Amazon Video (as advertised) although I made it clear I've never had it before...


Mahon
353 posts

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  #2539953 13-Aug-2020 10:12
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This happened last year at the same time where they offered Gb at same price as 100 for new customers only. This stuff is getting quite tiring for good customers. Seriously thinking about jumping ship when my contract is up to a fairer provider (if I can find one).


Linux
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  #2539961 13-Aug-2020 10:17
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Mahon:

 

This happened last year at the same time where they offered Gb at same price as 100 for new customers only. This stuff is getting quite tiring for good customers. Seriously thinking about jumping ship when my contract is up to a fairer provider (if I can find one).

 

 

@Mahon All providers do it end of story to attract new customers it's just part of business, I am paying $90 a month but I am not crying as this is what I signed up for!


russelo
278 posts

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  #2539969 13-Aug-2020 10:27
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cshwone:

 

stuartgr:

 

I had the same problem - max 100 down and a range of upload speeds from 250-350.  Called the helpdesk and they changed a setting and couple mins later i was properly provisioned.  Give them a yell, unsure whats going on with the upgrade process but its missing a step somewhere.  Easy fix anyhow.

 

 

@morganbrowne  Following the above experience and others mentioned in this thread I thought I would run a check and ended up with 100 down/390 up. CSR was unable to help as she stated that I wouldn't get the speeds until my next Billing Cycle clicked over.

 

I mentioned that I was already getting the upload speed and she couldn't explain that. Also that I had the text from 2 degrees to say the changeover had been provisioned and completed. Then that others on Geekzone had the same issue which had been resolved by a call to tech support.

 

Seems strange and a bit inconsistent.

 

 

 

 

Seems like a common configuration problem on 2Degrees side.

 

I experienced the same thing.  The CSR I spoke to picked it up straight away and fixed it in a few minutes.


russelo
278 posts

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  #2539978 13-Aug-2020 10:40
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  • Got SMS notification yesterday that provision will happen today ๐Ÿ˜™
  • Got SMS notification today provision was complete ๐Ÿ˜ƒ
  • Still waiting for my new modem ๐Ÿ˜‡

 

 

 

Do we expect a new modem for this?

 

I was told by CSR no new hardware is required.  I'm using the Fritzbox 7490 from 2D.


Philica
90 posts

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  #2540309 13-Aug-2020 15:50
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cshwone:

stuartgr:


I had the same problem - max 100 down and a range of upload speeds from 250-350.  Called the helpdesk and they changed a setting and couple mins later i was properly provisioned.  Give them a yell, unsure whats going on with the upgrade process but its missing a step somewhere.  Easy fix anyhow.



@morganbrowne  Following the above experience and others mentioned in this thread I thought I would run a check and ended up with 100 down/390 up. CSR was unable to help as she stated that I wouldn't get the speeds until my next Billing Cycle clicked over.


I mentioned that I was already getting the upload speed and she couldn't explain that. Also that I had the text from 2 degrees to say the changeover had been provisioned and completed. Then that others on Geekzone had the same issue which had been resolved by a call to tech support.


Seems strange and a bit inconsistent.



Looks to be a common issue. I've just upgraded as well and seem to be in the same speed situation. The CSR wasn't able to resolve it for me either.

ANglEAUT
1235 posts

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  #2541342 14-Aug-2020 20:48
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russelo: I experienced the same thing.  The CSR I spoke to picked it up straight away and fixed it in a few minutes.

 

The CSR I spoke to said I received teh SMS from Chorus. The provisioning will only happen at the next billing cycle. ๐Ÿ˜ข

 

russelo: Do we expect a new modem for this? ...

 

Signed a new 12 month contract, so I want my modem!!!! ๐Ÿ˜ I do have plans to use it in addition to my existing Fritzbox

 

 





Please keep this GZ community vibrant by contributing in a constructive & respectful manner.


russelo
278 posts

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  #2541367 14-Aug-2020 21:53
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ANglEAUT:

The CSR I spoke to said I received teh SMS from Chorus. The provisioning will only happen at the next billing cycle. ๐Ÿ˜ข




That's not true. Call again and hopefully you'll get in touch with a CSR who knows what they're doing.

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