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Wannabe Geek


Topic # 95471 5-Jan-2012 13:41
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I've been using 2degrees for my Internet access for the last couple of month by buying data addons and it was good: speed is very good at my place, 1Gb consist of 1024 mb as it should, etc.

Last time this data pack was about to renew I had no credit so got the text reminder about it. I've put some money in and tried to buy the data but was told that it will renew automatically when I run out of my remaining megs. Sweet, so I've been using data as usual and in couple of days my Internet stopped and when I checked my balance it's showing 0 dollars and 0 megs left. I checked the data statistics and it showed that I used only about 100mb or so. Called 2degrees support and guy told me that it was a glitch with auto renew and he need to contact tech support and matter should be resolved in max 2 days. Ok, I waited 3 days before trying to contact them again: same result no immediate solution to my problem, no ETA on resolution(same words about 2 days), no effort to resolve my problem. So I'm not really happy with 2Degrees right now: what is a point to have a support team that can not resolve a simple problem and why it's takes tech guys forever to find out why it happened.    

As you can see I run into bit of a problems with 2 degree and wounder if it's just me or other ppl have had same experience.

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  Reply # 564887 5-Jan-2012 16:17
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yeah several people here, me included, have auto renew problems.

theres another thread on here about it, havn't got the url handy but let me know if you can't find it.

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  Reply # 564909 5-Jan-2012 16:50
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Call customer service again, they should be able to fix it over the phone. What happened is auto renew failed and it used your credit up. It's happened to many people and they usually fix it while you wait.




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  Reply # 564958 5-Jan-2012 19:31
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Yes, I have experienced errors with auto-renewals and also extremely poor customer service, albeit in relation to a more complex billing issue. It seems that anything that gets escalated ends up being swallowed in a big black hole.

Give them another call and be polite but persistent - the guys on the phones are generally pleasant to deal with and they probably have to deal with a lot of irate customers due to systemic failures that are outside of their personal control. If you don't get results then familiarise yourself with the terms and conditions document that is specific to the mobile data packs, and send them a written notice demanding that they comply with their contract of supply, outlining the specific terms that they are in breach of.



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Wannabe Geek


  Reply # 565420 6-Jan-2012 16:29
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Thanks a lot everyone for reply. I will try to call them again tonight.

To be honest I'm really surprised that it's not one off case. You think that newcomer company will try to set things right from the start, but it's looks like telcos always will be telcos no matter where are the call center is.

I still hope that the situation can be resolved without "reading and memorising terms and conditions" as it sound to menace to me. I just do not understand why it was not resolved over the phone twice! Ok, let's see if third time is lucky.

Cheers. 

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  Reply # 565473 6-Jan-2012 18:52
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Kname: Thanks a lot everyone for reply. I will try to call them again tonight.

To be honest I'm really surprised that it's not one off case. You think that newcomer company will try to set things right from the start, but it's looks like telcos always will be telcos no matter where are the call center is.


I also find it surprising that they seem to be turning a blind eye to some pretty serious systemic billing problems, but I suspect that they are pumping too much of their budgets into network expansion to the point where other critical operational functions are being neglected. It's a shame because it will bite them in the backside eventually if it mutates into a full on PR disaster (imagine Target or Campbell Live getting onto this one).


I still hope that the situation can be resolved without "reading and memorising terms and conditions" as it sound to menace to me.  


Agreed. Unfortunately in my case that's what it came down to, although I was fortunate enough that one of the good 2degrees staffers on here came to my rescue when I had a moan.

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  Reply # 565488 6-Jan-2012 19:33
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alasta:

Agreed. Unfortunately in my case that's what it came down to, although I was fortunate enough that one of the good 2degrees staffers on here came to my rescue when I had a moan.


I'm back at work on Monday so I will set up the trace as soon as possible (but it requires a system restart for that kind of trace).




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These comments are my own and do not represent the opinions of 2degrees.


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  Reply # 565496 6-Jan-2012 20:08
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SaltyNZ:
alasta:

Agreed. Unfortunately in my case that's what it came down to, although I was fortunate enough that one of the good 2degrees staffers on here came to my rescue when I had a moan.


I'm back at work on Monday so I will set up the trace as soon as possible (but it requires a system restart for that kind of trace).


Thanks Salty. I hope you've had a good break!

My comments above were referring to a separate issue which has since been resolved. The auto-renewal problem is less urgent from my personal point of view, but because it seems to be quite widespread I think it's good that you're keen to look into it in detail.

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  Reply # 565802 7-Jan-2012 15:38
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If you have any ongoing problems/delays sorting the issue out please PM me your number and I'll raise it with the Call Centre Supervisors.

Cheers

^POB

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