Holding my tongue
Posted August 8, 2014on:
I was a very unhappy broadband customer for the last six days. But I did NOT do something I would normally do and that saved me some embarrassment.
When my Internet connection became intermittent earlier this week, I opted not to call the customer help line. Previous experience reminded me how long that would take and how much longer the response would be after being handed from one party after another.
Instead, I tweeted my information to the ISPs customer care. They said they would get back to me by phone but I did not hear from them. That bought me time to investigate.
When the intermittent connection finally became no connection, I was ready to go on a calling rampage. But something stopped me.
All the usual remedy actions (recycling the power to the boxes in proper time and sequence) did not seem to work. My Internet connection kept dropping, but my home phone (connected to the same box) worked fine.
I disconnected the router and reconnected directly to a desktop. After a few restarts, I had a stable connection to that desktop. I realized that the router was in its death throes.
If I had called the customer care folks and screamed down the line, I would have ended up with egg on my face. Sure, they did not respond as promised. Sure, 99 out of a 100 times this has happened before the fault lay in a factor or incident at their end. This one time my router had failed.
The moral of the story: Take the time, observe closely, get information, connect the dots, solve your own problem.