2degrees Head Office

Tried to call them today, ended up spending 2 hours on hold listening to their sharp and noisy "musics".

I am a business customer btw. Cannot imagine what the wait time is for normal customers.

I understand stuffs are hard to find at the moment but this kind of wait time is unacceptable regardless of the economy. Spend more money on your employees - don't be so greedy.

NZ telecom industry really needs more competition.

I'm giving 2 Degrees a low rating because of my experience leaving the provider. You cannot cancel your account with 2 degrees unless you call them directly.

It states on the website you can cancel via email, which I did, but I never heard back. This ended up costing me another months bill payment.

Why can I not cancel my account via the 2 degrees app or the website dashboard? Why do I need to call you? Is it because, if you make it harder for customers to leave, then they are more likely to stay. Bad karma for you.

2Degrees sends emails to customers saying they "keep things simple" and will just transfer amounts owing that are less than 5 dollars over to the next billing period. But behind your back they are reporting these as late payments and giving their customers a bad credit rating. 39cents overdue for 8 days resulted in a check against my name. This is after several months of my account being in credit. It's unfair, unjust, unethical and misleading.

Always amazing service I have called 3 times in the last 2 weeks and had nothing but polite and prompt service, I have been a long time customer with 2degrees had my phone on a plan for afew years now and would never change. Just want to take the time to hopefully highlight that the customer service and sales teams are doing an amazing job with keeping up with the demand Thanks again team Tim and Liz go above and beyond and should be recognised for their hard work.

Trying to contact 2Degrees regarding a fault with their text service and the portal asks for your PIN on webform! Is this company unaware of basic cyber security? When you do contact via phone they are hopeless. Further as when 5G would be available for me in Queen St, Central Auckland told me my area wasn't covered even though their coverage map shows I am in coverage area. Couldn't tell me when it would be available in future.

If anyone reads my review, please, please think before signing up.

Edited on 03/07/23
2 Degrees internet service provider review. (not for this fancy office as I think most of the support team doesn't work in this office.)

Online Customer support experience:
1/5 (I wish give 0 but they do reply my inquiring after 5 to 15 days later. The same support ticket with different people replies to me every time.
And I wouldn't mention their phone support. As I was never be able to make one live call with their friendly support team.)

Price and value: 2/5
(Chorus and other LFCs decided 6.65%price increase but they still want to group fish in the pool and not feed them properly.)

Other than that, the mobile prepaid plan pricing is not as great as VF or Spark.
Fibre using CGNAT, I bet their customers will never be able to request Static IP by online inquiring.
Calculate their own cancellation/disconnection date instead of the customer requested date.

0 stars. I’ve been with them for 3 years, and suddenly I was charged 2 months in advance without even any warning due to a change in their internal systems. I asked for a refund, and they cant issue a full refund since its “valid charges”. Disgusting.

Very bad experience. I bought a phone for 2000 dollars and they said I will get my old phone trade in and will get some money back. I sent my phone last month and they found I did not remove the password it taken 30 days for them to return my phone and by then trade in scheme was closed.lost 850 dollars plus all the hustle

One of the worst customer service experiences ever. Finally got through to a human voice and then he ghosted me on the phone, back on hold for 2 hours and still waiting.

Edward from HQ was absolutely wonderful on the phone. His communication was easy to understand and very professional. He was extremely helpful with explaining everything to my not-so-tech savvy mum. Excellent service and very happy with the offer we received. Thank you

Great service by 2degrees call taker Minh offered me the best deal and great customer service highly recommend this customer service person and he even said that if I had any issues for me to contact him and he will resolve any issues I have with my account keep up the great work Minh

One of the most slowest and frustrating services, paying via phone. Have to repeat re entering the numbers numerous times just to reach maximum attempts. But this is due to the robot voice getting it wrong all the time, I've typed the numbers correctly. We are in 2023 this is the type of service I would expect in the mid 90s. I'm sure, with all the money this company earns, you can't tell me, they can't update their services? ! What's up 2 degrees? We paying customers shouldn't put up with this! You have the money and resources, FIX IT!

Fully agree with other recent reviewers; I had been with Vodafone for 21 years, and decided to move our three connections across to 2 degrees to take advantage of the free roaming to Australia. The initial sign up was seamless, with the rep phoning and emailing multiple times to make sure everything went smoothly, and questions by email were answered within hours. Once a customer, it was without a doubt the worst experience I have had in many years. Call drops (when not moving, in an inner Auckland suburb, to a landline), dismal internet speeds, and constant issues where the phone would report several bars of 3G or 4G, but no connectivity whatsoever - required frequent phone restarts. Back with Vodafone now; a few dollars extra a month but speeds are good, not a single call drop, and amazingly you can get hold of someone in customer service on the phone if you need to. I would avoid 2 degrees at all costs.

Worst broad band experience ever. It has taken a month for these people to sort out my account, apply credits that have never been applied. Taken too much money from me. Failed to notify me that their bank account was changing, so I was paying to the wrong account. Failed to uphold offers, failed 4 times to apply credit. Wasted almost a full 8 hour working day in phone calls, the majority of it being on hold. Called again today 11th Feb as I was sent a bill yet again without my credit being applied only to be told “oh it’s not been approved yet, it’s just sitting there waiting”. And then to be told “the credit won’t be applied until the next billing cycle”, I was told on 26/01/23 that it had all been sorted for sure. “You can write an email to complain”- the Commerse Commission has been emailed. Thanks for nothing but empty words 2degrees. Also if your new system is not up to standard to go live, don’t go ahead with it. It would save your paying customers a lot of time! Infuriated doesn’t even cover it!

4th week now and still no update on my landline request. Followed up every week and same answer "waiting provisioning team to approve". Initially told me it'll take 2 business days, then 5, then 5 to 10 and now few more days and customer service doesn't know what few days mean. It takes half an hour to connect to their helpline. In nutshell avoid their connection please.

It's been more than 10 days since I have been waiting for 2degree to help me cancel my postpay plan! I have made 3 times call, each time waiting for an hour to reach the person yet there is no improvement with my request!
I feel so disappointed with the poor service received from them!

2degree MSP review (not for this office)
Online Customer support experience: 2.3/5 (Giving unrelated answers and extreme slow response)

Price and value: 2.5/5
(Price of prepay and pay monthly no longer have the pricing advantage)

Quality of Mobile service: 3.8/5
(Mobile network Cover area good, clean app design)

Perfectly good service on both 2Degrees mobile and broadband for years, then a series of issues requiring me to contact customer service. Ordinarily, this would result in issues being fixed and everyone moving on as normal - but the company is so clearly struggling to keep up that despite some amazing individuals who try to help, it is without a doubt the worst customer service I've ever experienced.
Massive holds on the phone, no responses via contact forms, only advice in a 2 Degrees store to "call the contact line" (even on a day when the contact line itself was down, and that's why I was calling them for help with my problem instead - it was actually suggested to me that I should report the contact line was down BY calling the contact line, who could then help me with my problem too? !) I had enough, and decided to quit. That was painful too.
Conflicting information between staff members, bills, the website, and even different pages of their own terms of service.
Wrong advice given after nearly an hour on hold on the phone, 1-2 weeks to get an email response that didn't answer the question.
I anticipated issues, so had signalled in advance I was leaving, and was assured it would all be automatic - felt like I was doing the overworked CSR team a favour by reducing the customer base, yet have spent even more time contacting them since leaving than I did while a customer!
Bills charged after leaving, promises of calls back which don't happen, modem return bag didn't arrive because 2Degrees had sent it with only a street name and no address (big thanks NZ Post for helping figure that out, finding and re-labelling it!) promises to reverse incorrect bills which inexplicably keep recurring anyway. Social media team definitely the most responsive, and have fixed and finalised one of my previous services. Still waiting for severance from the other, four months after leaving!
Formerly awesome service, but seriously needs to reduce and refocus.
Very happy with new provider, where you can even talk to someone and sort a question or problem the same day you need help.that shouldn't have to feel groundbreaking!

We have been with 2degree since 2017. However, as anyone knows, it is impossible to get through customer services to sort things out. Recently, we renewed our Broadband services with 2degrees, with free Amazon Prime. However, we never received Amazon Prime signup information. We emailed multiple times via their website but has not responses. We called 2degrees, but the machine automatically hanged up the phone. Very disappointed.

Great company, better service too.

And if you call
They will answer
And if you fall
They'll pick you up
And if you court phone services
They'll hook ya up!