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604 posts

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# 98540 1-Mar-2012 11:05
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I just cannot believe 2degrees cannot even get simple things like auto-renew working.  I bought a microSIM for my wife's iPad and subscribed to the 1GB mobile broadband pack for $20 a month.  The data pack expired yesterday and despite having a $25 balace in the account, if failed to auto-renew and I have been charged almost $7 today because it fallback to casual rate!

I called 0800 022 022 and they said it will talk two business days to sort this out?

That means my wife cannot use the iPad thill Monday.

I didn't turn data roaming on so all data go via 2degrees, not VF.

I am totally gutted, despite keeping my account in good shape (i.e. enough balance) and using the 2degree portal religiously to make sure it will auto renew, it does not.

And now I cannot use the service for no fault of my own, and it will take 2 BUSINESS days to sort this out?

Can someone fix this for good?  I don't want to re-do all this things next month.

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  # 588774 1-Mar-2012 11:32
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Can you PM the number in the iPad, I'll look into why it didn't renew. It's possible there was an open data session(s) or apps running that took reservations of data, or credit, below the $20 needed to auto-buy the pack.

I'll get a pack added while we look into the problem, the 2 days is an SLA but most issues like this get sorted within a working day.

^POB



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  # 588777 1-Mar-2012 11:46
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2DegreesCare: Can you PM the number in the iPad, I'll look into why it didn't renew. It's possible there was an open data session(s) or apps running that took reservations of data, or credit, below the $20 needed to auto-buy the pack.

I'll get a pack added while we look into the problem, the 2 days is an SLA but most issues like this get sorted within a working day.

^POB


Hi there,

Thanks for your prompt reply, I have just PM you the details.

Cheers!

 
 
 
 


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  # 588799 1-Mar-2012 12:28

with almost 900,000 Customers this must happen 150x a day...

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  # 588801 1-Mar-2012 12:31
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I had a double autorenew - so on average they may have made the right number of autorenewals - just neither of us is happy.

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  # 588819 1-Mar-2012 13:17
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2degrees just don't seem to be able to nail this, there's another thread on this same thing http://www.geekzone.co.nz/forums.asp?forumid=85&topicid=90306

I ended up cancelling all my add ons/auto topups as they were so hit and miss and you'd have no idea if you didn't monitor it yourself.

Shame as other than that the service is great

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  # 588827 1-Mar-2012 13:26
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langers1972: 2degrees just don't seem to be able to nail this, there's another thread on this same thing http://www.geekzone.co.nz/forums.asp?forumid=85&topicid=90306

I ended up cancelling all my add ons/auto topups as they were so hit and miss and you'd have no idea if you didn't monitor it yourself.


There is some work going on to deal with the renewal duplication issue, but whilst the immediate cause was known the downstream causes weren't fully understood last I heard. I'm not sure about failed auto renewals, though - I think that is likely to be an unrelated problem. 

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  # 588855 1-Mar-2012 14:06
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Mine's done this twice now.

But in the end it has always been sorted out and either i was credited back $20 or had a data pack put on minus the data I'd used on the casual rates.






 
 
 
 


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  # 588925 1-Mar-2012 15:34
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In most cases they fail to renew due to open data sessions or apps running.

We advise to keep an eye on your data pack balance in Your 2degrees on the expiry date and if the pack doesn't get added close any data sessions or apps that may be running as these will take a 'reservation' of data or cash, if there's not enough data in your pack, and possibly take you below the amount needed top renew your pack.

^POB



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