phantom service
On Monday my next-door neighbour got connected to broadband.
I got all excited and immediately checked my number on the Bigpond site. Disappointment. It came up as ADSL unavailable. Bugger.
Just for shits and giggles, I put my neighbours number in to see what the page would look like when I eventually got eligible.
It came up as ADSL not available.
I went next door and we checked his number using his Bigpond supplied ADSL modem and service. Same answer.
It seemed my neighbour had been supplied with a service that the provider said was not available.
I rang Bigpond. I explained the situation. They explained to me, in very simplistic and patronising terms, that I was wrong. He must have wireless. We must be on different exchanges. His must have satellite.
I was insistent. I pushed. Very politely but I demanded answers. She went off and consulted supervisors and tech support.
Eventually, with no answers forthcoming, she said she had put my case in for dispute resolution and someone would ring me in less than 10 days.
I was still rather porked off. The girl had tried her best but I wanted answers.
I got onto the Bigpond website again and eventually found a (well hidden) feedback form. Once again I explained my case.
This morning I got a very polite answer which said, in part...
I have reviewed your query and I can confirm that each phone line runs along a unique path from the exchange to the premises the phone line connects to. In some cases, this may mean that a neighbour next door may be able to access ADSL, while another neighbour can't. I apologise for the inconvenience.
Despite ADSL not currently being available, we ....."
No no no no no. That was not my question. My question was "why does my neighbour have a service which you say cannot be supplied? And can I have it too please?"
I wrote back. I, once again, explained the whole scenario. (With his permission) I gave my neighbour's phone number and Bigpond log-in name again. I re-asked my question.
I shall now wait.
Again.
3 comments:
do you have a public utilities commision? what they do here is regulate the telephone companies and resolve disputes. sounds like your phone company is playing games with you.
I might have broadband by next week. Be good to see what all the fuss is about.
Ain't technology grand? I've been in situations where the cable company's website says that cable and high-speed internet isn't available in my area, but I had service! Good luck getting it all worked out. I don't know what I would do without high speed internet. It's the greatest thing since sliced bread. ;o)
Post a Comment