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MikeB4
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  #2555595 2-Sep-2020 13:13
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An ISPs margin is heavily impacted by their QOS. If they generate little need for customers to ring their contact centres then their margin remains intact. If however their QOS is poor and they generate high volumes to their contact centres then their margin will be heavily impacted. Price rises are not always the answer for marginal return.

sdavisnz
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  #2555597 2-Sep-2020 13:15
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Say they have 150k home bb customers an extra $4 is an extra 600k a month or 7.2 million a year.

Who ever thought of that price increase needs a payrise.


With the price of customer acquisition soon high im surprised they are willing to do this, and if so, there should be a consumer benefit like a free subscription to a service maybe to offset.

That's alot of coin when you add it all up.




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wratterus
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  #2555603 2-Sep-2020 13:21
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sdavisnz: Say they have 150k home bb customers an extra $4 is an extra 600k a month or 7.2 million a year.

Who ever thought of that price increase needs a payrise.


With the price of customer acquisition soon high im surprised they are willing to do this, and if so, there should be a consumer benefit like a free subscription to a service maybe to offset.

That's alot of coin when you add it all up.

 

 

 

They are passing on a Chorus price increase. It's not going into 2D's pockets. 


sdavisnz
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  #2555604 2-Sep-2020 13:23
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You forgot to mention gig plans are now cheaper wholesale through chorus, does that cost saving go directly to the customer? I think not.




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wratterus
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  #2555607 2-Sep-2020 13:28
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sdavisnz: You forgot to mention gig plans are now cheaper wholesale through chorus, does that cost saving go directly to the customer? I think not.

 


A lot of providers have already and will most likely lower prices on gig plans. Skinny now is down at $98 per month no contract. 


morganbrowne
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  #2555669 2-Sep-2020 13:59
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@mahon

 

Hi, that might be the case for services that we own, but we also work with third parties to bring these services to you so unfortunately we cannot sustain increases if they are also passed on to us. These terms are read out to you when you sign up to this deal and it's an industry norm, unfortunately. Our birthday deal was last August 2019 for our 10th birthday, so for a 12 month term, these contracts will have ended now. Most customers who were out of contract this year could have signed to our new 900/400 Ultimate Unlimited Fibre plan for $75/m with a Pay Monthly mobile offer - if you view the thread for this, I requested anyone who was struggling to do so to get in touch with me to arrange this, which has been actioned for a bunch of the awesome GZ members. Re existing customers, we've chosen to let anyone opt out of their contracts with no penalty as mentioned above, so we think this makes it fair, although we'd hate to lose them. Whenever we put up prices, we do so reluctantly and after lengthy discussion, planning and consultation. Our company mission is all about Fighting for Fair, we're always striving to be fair in all our dealings. New customers who joined us won't have their prices raised til next year - this is being discussed with those affected specifically, and again they can choose to end their contract without penalty, because that's only fair. There has been no change to the price of our Ultimate Unlimited Fibre plan, so if you’re on this plan, you’ll continue paying the same as you are today.We also recently dropped the price of the 900/400 plan by $4.

 

Thanks for sharing your views.

 

 

 

Edited to clarify pricing on our 900/400 plan.





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. 


morganbrowne
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  #2555671 2-Sep-2020 14:03
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sdavisnz: Say they have 150k home bb customers an extra $4 is an extra 600k a month or 7.2 million a year.

Who ever thought of that price increase needs a payrise.


With the price of customer acquisition soon high im surprised they are willing to do this, and if so, there should be a consumer benefit like a free subscription to a service maybe to offset.

That's alot of coin when you add it all up.

 

 

 

Hi there, these costs have gone up over the years for us to provide. We have in previous years fixed prices and didn't increase them. Now, we reluctantly have had to raise them based on costs incurred by us to provide the service. Hope this makes sense. Also, we do have some great benefits with our broadband plans - for example, unlimited plans give you a year's Amazon Prime Video subscription on 2degrees! We've previously given account credits with certain plans and promos, as well as discounts for our SuperGold customers, and $10/m discount for those who have a Pay Monthly mobile with us too.

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. 


 
 
 
 


alasta
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  #2555674 2-Sep-2020 14:04
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MikeB4: An ISPs margin is heavily impacted by their QOS. If they generate little need for customers to ring their contact centres then their margin remains intact. If however their QOS is poor and they generate high volumes to their contact centres then their margin will be heavily impacted. Price rises are not always the answer for marginal return.

 

2degrees don't seem to have been pushing customers off copper at the same rate as the two other major telcos, and more exposure to copper creates a large support burden for infrastructure failures that are outside of the control of the retailer. 

 

This is why I'm a fan of the move away from copper, but that's a controversial subject for another day. 


ghettomaster
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  #2555682 2-Sep-2020 14:28
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Don’t listen to the negativity in here 2D! As one of your customers I’m happy with the service you guys provide and our home internet and mobiles will be staying with you long after this increase.


sdavisnz
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  #2555712 2-Sep-2020 15:01
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@morganbrowne

Great answer, lots of valid points.

Cheers.




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morganbrowne
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  #2555719 2-Sep-2020 15:12
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ghettomaster: Don’t listen to the negativity in here 2D! As one of your customers I’m happy with the service you guys provide and our home internet and mobiles will be staying with you long after this increase.

 

 

 

Thanks so much for being with 2degrees and for your post :) We appreciate it. 





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. 


floydbloke
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  #2555848 2-Sep-2020 18:35
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@JasonParis should read this thread.

 

Customer satisfaction and loyalty attained through:

 

  • Quality customer service
  • Efficient processes and systems.




= > ÷

 

 


snnet
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  #2555850 2-Sep-2020 18:39
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floydbloke:

 

@JasonParis should read this thread.

 

Customer satisfaction and loyalty attained through:

 

  • Quality customer service
  • Efficient processes and systems.

 

I think he's proven he knows what it takes, the problem seems to be getting it to happen down the chain (remember he did fix up Spark's customer service)


floydbloke
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  #2556114 3-Sep-2020 08:20
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snnet:

 

floydbloke:

 

@JasonParis should read this thread.

 

Customer satisfaction and loyalty attained through:

 

  • Quality customer service
  • Efficient processes and systems.

 

I think he's proven he knows what it takes, the problem seems to be getting it to happen down the chain (remember he did fix up Spark's customer service)

 

 

Agreed, and in fairness to VF the amount of negativity in that topic has reduced significantly of late (although that could be due to customer attrition, e.g. myself).  I was merely highlighting that it is possible, particularly thinking about an earlier comment from Jason (2437096)  stating that: "It is an issue for the entire industry and I firmly believe that the telco that sorts this first (we are all as bad as each other) will significantly benefit." 





= > ÷

 

 


Handle9
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  #2557944 6-Sep-2020 16:20
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floydbloke:

 

snnet:

 

I think he's proven he knows what it takes, the problem seems to be getting it to happen down the chain (remember he did fix up Spark's customer service)

 

 

Agreed, and in fairness to VF the amount of negativity in that topic has reduced significantly of late (although that could be due to customer attrition, e.g. myself).  I was merely highlighting that it is possible, particularly thinking about an earlier comment from Jason (2437096)  stating that: "It is an issue for the entire industry and I firmly believe that the telco that sorts this first (we are all as bad as each other) will significantly benefit." 

 

 

If you look at the threads on here, and the TDR stats, 2degrees don't seem particularly exceptional in regard to customer service. Not particularly bad but not exceptionally good either.


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