Broadband Frustrations

“Frustration is an interesting emotional state, because it tends to bring out the worst in whoever is frustrated.” Lemony Snicket

Frustration

It’s taken me fifteen hours to settle down enough to write this blog. Thinking back to yesterday a small bit of frustration rises within me again. Broadband frustrations is what got me so stirred up, all of it because someone in my service provider stuffed up. I will not mention names, I’ve worked happily with this provider for many years, just not in broadband.

Some Background

I try to keep my service providers separate. Electricity one company, broadband from someone else, mobile another company. On this occasion I was persuaded by representatives to bring my mobile and broadband under a single provider. Yes, in this day and age with the cost of living ever increasing, the offer they made was too good to ignore. My broadband provider at the time was excellent with many years of service. My monthly subscription was approaching $100; the offer would save me $42. I informed my old provider of the change; they counter offered at $70.

What Happened

Under the new arrangement all was well for months, then out of the blue my broadband was cut off. This happened about 8pm two evenings ago. It was devastating, relatively speaking, since there are more devastating events happening out there in the world. Broadband Wi-Fi when cut affects streaming to all your screens, your mobile, your work. In some ways your whole life is disrupted.

Tech Support

I pay my subscription on the first day of each month by automatic payment. I saw in my statement the payment had happened as usual. The very next day at 8pm my broadband was cut. I assumed the issue was technical, so I tried everything I knew to reboot the modem, nothing worked. Frustratingly I had to wait until the next morning to contact tech support. When we did speak, we went through the whole process to reboot the system. In spite of all that tech discussion to reboot, one hour later, unsuccessful. It dawned on me it could not be technical it must be in the accounts department of the provider.

It's All in the Name

To take up the offer to change to the new broadband provider the contract had to be in the name of my partner. Long story but that is what happened. This made getting this mess sorted even more frustrating. Rightly so, companies will only deal with the person whose name appears on the contract. They will not talk to anyone else, partner or spouse. I visited the providers retail store to try to get something done, no help for the reason I just explained. My broadband has now been disconnected for 15 hours; it’s a long time in the online world. Frustration continues to build.

Resolution

I got my partner on the phone to talk to accounts who confirmed the account was active, not inactive as the store divulged – the only information they were prepared to give. Questioning accounts as to why service had been cut, there response was evasive. Someone stuffed up in administration who have the authority to cut, at our expense. Accounts confirmed the automatic payment had been received. Accounts put us through to tech support, what would you know, in minutes our broadband was back up.

My Advice to You

Sometimes changing your service provider is not always the way to go, especially if the service they provide is excellent. Looking back I should have stuck with my original provider, although they made the counteroffer of $70 a bit late. Frustration has eased; however, I’ve made the automatic payment earlier than the due date. I do not need this experience to happen again.