The long and short of it is that our internet connection was suddenly cut on Friday morning, when Hubbs was happily doing some browsing before work. One second, the pages were loading. The next, zilch activity. We reset our modem, saw all the lights flicker on except the one that indicates we have an internet connection.
It kinda felt like this.. so close, yet so far.
We went through all the possibilities, unplugging and re-plugging in everything at every connection, checked our phone bill (and realized that our latest bill hadn't arrived yet, but our phone line was fine) and walked around the house looking like deer caught in headlights.
We called our internet service provider (ISP) and they ran lots of diagnostics for both our phone line and modem with no new solution and escalated it to their engineering department.
A follow-up phone call came just last week, asking for my personal details to "verify" who I was. I found it super suspicious and felt slightly silly I gave the first caller all that information. The guy claimed to be from my phone company and was after my street address, claiming that they sent out some info pack that had been returned to the sender. That made no sense, because we were still receiving other mail from the same company and hadn't changed our details recently.
Friday morning came along and our internet was cut. We found all this out trying to get our internet back. Our phone company had to pull out the audio recording of my conversation with the first caller, and has apologized profusely on behalf of the lying employee. She had apparently entered in my customer notes that "client agreed" to everything required to start the new plan.
You would think we'd get our internet up and running after this was all sorted and the "codes" were changed from our phone company's to our ISP's.. but no. The saga continued with our ISP. They insisted that they could no longer "see" our phone line and couldn't update the codes. They asked us to tell our phone company to "erase all codes". Well I guess our phone company did just that, and now our ISP isn't happy and asked us to get our phone company to "encode the codes back again" ..much to everyone's puzzlement except theirs. Because of this, our ISP is going to charge us a $99 reconnection fee to get our internet back up and running. To"reconnect" to a service we're not able to access but still paying for as I speak. And best news of all, it will take 3 - 5 days to get it back. I don't understand any of it, given that we were told that so long as the codes were correct, we'd have our internet back because nothing else about our setup has changed.
In order to contest the reconnection fee, we'd have to wait again, 3 - 5 days for our ISP to launch an investigation. If our phone company is at fault, our ISP will waive the reconnection fee for us. So essentially, we've paid for our internet connection for the month but can't use it because our ISP won't connect us back unless we pay them $99 to do so, and once we do, will still take 3 - 5 days of already-paid internet connection time to connect us.
Does any of this make sense? We're so tired, the Hubbs and I. We've spent over 5 hours on the phone with both companies, playing middle man to relay all these technical messages between them. We've had to explain our situation to a different person every single time. We're stuck with no internet (but thank goodness for mobile networks!!) and none of this was our fault.
So finally, the point is to be really careful when you get those unsolicited calls from people claiming to be from your phone or internet company. They may or may not be legitimate. In our case, we had a real employee call us who decided to ignore our wishes anyway and signed us up for a plan we never asked for. One thing I've learnt from all of this is to ask the employee for verification - did you know you can do that? I don't know about other companies, but Telstra employees are all issued with an employee number. It will start with one of two letters, followed by numbers. If you're curious, email me or message me to find out what the letters are. With all the scammers having access to the internet these days, I'm reluctant to divulge this information online for them to use against us. I also find it sad that I've got to be so cynical and protective of information, especially after going through this incident.
Have you come across anything so annoyingly frustrating before? I hope, for your sake, that the answer is no!
Please excuse my absence online during this coming week as we try and sort out our internet troubles. Minimal typing will happen in all our online homes - tablet typing is very annoying and I can't get my tablet to successfully be a wifi hotspot for the computer.
Thanks for understanding, and hope to see you soon!