Those following me on Twitter have had the joy of seeing random messages about the ongoing issues I’ve had getting my ADSL2+ connected.
Since the last post on this (on the 13th of Feb) I basicly gave up on calling iiNet – I’d already spent a fortune in mobile costs listening to their hold music, and was just waiting for them to get back to my support-enquiry email. (I never did get a response to that)
However, last Friday (22nd) as I was going to bed at about 1:30am (Okay, so technically Saturday morning) I noticed that my DSL Router was saying it had sync. I normally check the router panel when I get home, so I must’ve missed it that night. I stayed up about an hour setting up a bunch of tests to see how fast/stable the connection was. I left these tests to continue running whilst I slept. When I left home on Saturday at about 9AM it was still running, and I was feeling somewhat optimistic that it might continue to work. Of course, Murphy was listening, and when I got home at around 5pm, I had lost line sync once again.
Sunday I called iiNet again, this time because their Toolbox said there should only be about a 7min wait. The tech guy tried a few things from their end, but once again no success – and said he’d put the request through to their Fault Manager who would try to get VisionStream to narrow down the timeframe.
Come Monday morning, I get a call from Christy at Vision Stream, “Is Wednesday suitable for you?”. Grr. Same situation as last time Christy called me! Looking at the iiNet Toolbox – what do you know, a 45min or so wait on hold, again. Instead of doing that, I try another tact – go straight to the top.
So, I write a pleading email to Michael Malone, the Managing Director of iiNet. He’s quite active on Whirlpool’s forums, and makes his email available there. I give a bunch of possible ways we could try and work together, such as asking for the first/last timeslot on the day, getting a call an hour or two beforehand, and even offering to pay for a Saturday callout if necessary.
Tuesday I get a call from Rebecca at iiNet regarding the email, she’s called VisionStrem and tried getting them to go with any of the options I presented – no luck. I think up one last option – asking the Tech to call me as he’s starting the job before mine. Rebecca thinks it might work, and goes back to VisionStream.
Today, (Wednesday) Rebecca calls back – VisionStream won’t go for it, despite having escalated it up the chain of management there. Apparently VisionStream started quoting sections of the Telecommunications Act to her, and stating that “we treat all customers equally”. However, the VisionStream manager has agreed to commit to a particular timeslot (9AM-12:30PM or 12PM to 6PM), AND to get the Tech to call an hour beforehand.
I ask Rebecca what the chances are of switching to a regular ADSL2 service (and having the line connected as a standard phone again) – apparently it can be done, but I’d be the first to have tried it. And the time it would take would probably be somewhere up around a month, assuming everything went according to play.
So, for now Rebecca is sending the case back to VisionStream, and getting them to commit to providing a 9AM-12:30PM timeslot for this job plus the hour-before call.
Here’s hoping that VisionStream can come through on this!
VisionStream’s comment to Rebecca that they treat all customers equally, is rather stupid. Yes, they treat all customers equally poorly. VisionStream’s view is apparently that All customers’ time is worth nothing, and they obviously have nothing better to do.
Surely someone at VisionStream can see that doing this just gives them a really poor reputation.