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Topic # 74835 8-Jan-2011 11:15
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I've sent this by PM to a few 2degrees people on here, but I thought I might post it publicly on here also.


This is actually in regards to my sister's phone, with the number xxxxxxxx. The helpdesk cannot solve this due to monday because there is no supervisor available and currently she cannot send or receive calls or messages, making this an urgent issue and a very bad reflection on 2degrees, who we have previously been happy with. 

Some background: A few months ago, she switched to pay monthly, and used it for 3 months automatically paying by visa. Then she left for  australia for 3 weeks so had the phone switched back to prepay over that time, and switched back to pay monthly when she came back.

Now, her phone has been cancelled due to an outstanding charge from 3 months ago, even though she has her visa setup on the account and her 2degrees mobile was never called to advise of the impending cancellation (our landline was called once when we were out but the message didn't mention anything like this). Does it cost 2degrees too much to call their own mobiles or something? And why didn't they just charge her visa, which was already authorized for this and had been charged 3 times for previous service?

According to the helpdesk, who she just called,  what happened is that a $60 payment from her ended up on the prepay account rather than the postpay account. So she did actually pay all the charges and it was a stuff-up in the 2degrees system that lead to it thinking the account was in debt.

The helpdesk cannot resolve this till monday,  and it will certainly leave a lasting impression of 2degrees as a incompetent provider if they leave her out of contact for 2 days from their own mistake.

In conclusion:
1) 2Degrees' system for switching  between prepay and postpay sucks, and the helpdesk should not be doing it for people until it is resolved. The switch should be done without creating a new account to eliminate the possibility for problems like this.

2) An account should never, ever, ever, ever, be shut off without at least calling the number in question several times!!!

3) Staff that are high-up enough to authorize moving credit between accounts, annulling charges etc NEED to be available on weekends. For stuff that reflects this badly on the company management should be available.

Thanks for reading this, please restore my faith in 2degrees (my whole family has switched) by resolving this quickly and providing some significant compensation to my sister for this error, solely on 2Degrees' part.

Jordan
 

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  Reply # 425166 8-Jan-2011 11:59
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Significant compensation? For 2 days non service?

2 days plan charges maybe?




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  Reply # 425186 8-Jan-2011 13:00
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tonyhughes: Significant compensation? For 2 days non service?

2 days plan charges maybe?


I would imagine that the terms of service would rule out any 'significant compensation', but a gesture of goodwill goes a long way in situations like this. 

 
 
 
 


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  Reply # 425187 8-Jan-2011 13:02
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jords12: I've sent this by PM to a few 2degrees people on here


Why? People who post here do so of their own accord and not in an official 2D capacity.  Doing stuff like this is just going to make the helpful people stop appearing.

Sure, ask people nicely for help.  But if I worked for 2D and got THAT in a PM, I'd just delete it.




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  Reply # 425199 8-Jan-2011 13:57
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muppet: I PMed the official 2degrees account, and another 2degrees person who I apologised to for bothering him on a saturday. I don't think the message was particularly rude either, a bit harsh sure but cutting off a paid account with a no warning and a attached, valid credit card is not a minor issue. Especially if you are out and can't get in contact, it's a safety issue as well.

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  Reply # 425206 8-Jan-2011 14:32
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I hear what you're saying...but people were perfectly safe before cellphones came along. Sure it made life more convenient having a cellphone (I'm the first to admit this)...but it shouldn't be relied on 100% as your only form of contact - although this is increasingly what people are doing in this day and age.

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  Reply # 425207 8-Jan-2011 14:36
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jords12: muppet: I PMed the official 2degrees account, and another 2degrees person who I apologised to for bothering him on a saturday. I don't think the message was particularly rude either, a bit harsh sure but cutting off a paid account with a no warning and a attached, valid credit card is not a minor issue. Especially if you are out and can't get in contact, it's a safety issue as well.


As common courtesy, if you have PM'd people about the issue, then you should hold off posting until you've heard back - you shoudn't jump in and do both. Especially since these guys work really hard and spend a lot of personal time in here helping people out. I suspect they might be taking a well earned break at the moment as I've not seen them on here quite as much as usual since the New Year.

And if you are courteous and polite in your message then you are more likely to strike someone who is will to be helpful, as opposed to striking someone whose heckles have immediately been raised by the tone of the message.

I agree with your comment thought about there should be a person around at all times who can deal to account issues, and that your sister should have been called first. But, I can say more than that as I'm not involved and don't know all the facts.

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  Reply # 425210 8-Jan-2011 14:40
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I ported a number to vodafone on 30/12 and realized over New Years long weekend I was not receiving calls or txt from 2degrees which all my friends are on. I called vodafone and they said nothing could be done until 5/1.

So I had to go a total of 6 days not being able to be contacted by most of my contacts. I got no apology or anything, in fact they didn't even call or text to advise it was fixed I just started receiving calls from my friends again.

I did not expect compensation but it would have been nice to get it sorted quickly and not have required 5 or 6 calls to have a fault ticket logged.

so it is not just 2d who can't do much on weekends.

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  Reply # 425215 8-Jan-2011 15:19
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DeroyBoy: I ported a number to vodafone on 30/12 and realized over New Years long weekend I was not receiving calls or txt from 2degrees which all my friends are on. I called vodafone and they said nothing could be done until 5/1.

So I had to go a total of 6 days not being able to be contacted by most of my contacts. I got no apology or anything, in fact they didn't even call or text to advise it was fixed I just started receiving calls from my friends again.

I did not expect compensation but it would have been nice to get it sorted quickly and not have required 5 or 6 calls to have a fault ticket logged.

so it is not just 2d who can't do much on weekends.


Number ports (between any network) can only be done Mon - Fri between 9-5, ie normal business hours. I haven't yet seen a telco who hasn't made this clear. The problem here sounds like something that went wrong with the porting process that then couldn't be fixed until the next working day!



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  Reply # 425217 8-Jan-2011 15:23
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keewee01:

As common courtesy, if you have PM'd people about the issue, then you should hold off posting until you've heard back - you shoudn't jump in and do both. Especially since these guys work really hard and spend a lot of personal time in here helping people out. I suspect they might be taking a well earned break at the moment as I've not seen them on here quite as much as usual since the New Year.


Ok - Point taken. 

As for doing a port over the new year break, that is kinda asking for trouble since there will be a big gap before anyone is around to resolve that. But when they close your account down due to their own mistake, you can't choose to have that happen during the week ;)

sbiddle - Actually, I have done a few ports where I started them at around 6pm and they were done by 11pm. It's just that if they go wrong, you need to wait till the morning before someone is around to fix it. 



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  Reply # 425227 8-Jan-2011 16:02
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Big thanks to salty, the phone isn't working yet but things are moving hopefully should be soon. They are calling the person who can activate it again at home, so will be a matter of if they can actually fix it through VPN etc from home. And 2degrees has been generous with compensation although the biggest thing is just getting it going again.

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  Reply # 425240 8-Jan-2011 16:54
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sbiddle:
DeroyBoy: I ported a number to vodafone on 30/12 and realized over New Years long weekend I was not receiving calls or txt from 2degrees which all my friends are on. I called vodafone and they said nothing could be done until 5/1.

So I had to go a total of 6 days not being able to be contacted by most of my contacts. I got no apology or anything, in fact they didn't even call or text to advise it was fixed I just started receiving calls from my friends again.

I did not expect compensation but it would have been nice to get it sorted quickly and not have required 5 or 6 calls to have a fault ticket logged.

so it is not just 2d who can't do much on weekends.


Number ports (between any network) can only be done Mon - Fri between 9-5, ie normal business hours. I haven't yet seen a telco who hasn't made this clear. The problem here sounds like something that went wrong with the porting process that then couldn't be fixed until the next working day!


My issue was the battle to getting them to accept there was a problem in the first place.
Any way fixed now.

I once put a port request in with 2d at 830pm and was switched over at 630am next morning when I woke up. Don't know how they did it.  

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  Reply # 425242 8-Jan-2011 16:57
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Mistakes are made in all NZ Telecoes. Go to Aussie and use the VF network then you really would be pulling your hair out.

www.Vodafone.com 



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  Reply # 425248 8-Jan-2011 17:40
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... and now it's working. Thanks again to salty and the person who interrupted their weekend to connect it again. :)

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