Free calls and texts for 2degrees customers in the aftermath of system fault

The mobile app was out of action for 10 days (file)
The mobile app was out of action for 10 days (file)

2degrees is offering customers free calls and texts to local and Australian numbers to apologise for the slow rollout of their upgrade. 

But the perk is short-lived, expiring at 6am on Monday. 

It's 2degrees' way of saying sorry for the frustration. 

"By making mobile calls and texts to New Zealand and Australia free today, we're saying we're sorry for the hassle this has caused and thanks for bearing with us," chief executive Stewart Sherriff says. 

But customers on monthly pay plans worth $29.95 or more already get unlimited texts to both local and Australian numbers.  

The provider's website says the plans worth $39.95 or less cap their calling minutes across the ditch, but customers paying upwards of $49.95 a month can phone around as much as they like. 

Until tomorrow morning, the texts and calls aren't counted - but those on plans don't notice the difference because they're used to the uncapped communications.

"Free calling and texting is a waste of time when you're on a plan because you get it anyway!" one customer told Newshub.

All of the plans on offer include unlimited texts across the ditch (2degrees)
All of the plans on offer include unlimited texts across the ditch (2degrees)

The company declared it would be rolling out an internal upgrade on Facebook on February 15, and days later sent a text out reassuring customers they wouldn't face any problems paying bills or topping up. 

But frustrated customers say they did; complaints include long wait times when calling customer care, difficulties using the app, and congestion slowing down the website only served to disgruntle consumers more. 

The mobile app was briefly back online, but returns a message saying "A connection failure occurred" when consumers tried to use it on Sunday.

2degrees told Newshub that despite problems, the phone network was never offline and customers could still make calls, text and use their data. 

Director of corporate affairs and wholesale Mathew Bolland says there were only two times customers couldn't top up at all, but the outages on Tuesday and Thursday night were planned and customers were warned in advance.

Mr Bolland says support lines were inundated, and the best way to get support was online. 

The network is keeping their customers in the loop through Facebook.

Newshub.