For the second time this spring – the last time was mid-March – we’ve been left without Eastlink telephone and Internet service at our house. Our Meraki wireless router, which reports outages back to me by email, has been telling me about the Internet issue for almost a week (we’ve been away for most of this); telephone service has been off and on for the last couple of days.
I called Eastlink last night and was told, contrary to common sense, that this was likely related to the power outages in Charlottetown yesterday, and should correct itself.
When the telephone cut out mid-conversation on Catherine this afternoon and the Internet went out again we realized this wasn’t the case.
I called Eastlink back, spent several minutes on the telephone (calling from my mobile) with a telephone technical support person who took my details, checked some things on their end, and then blind-transferred me to an Internet technical support person where we started all over again (“what’s your name… what’s your address”). This guy sent me in the basement to do the usual “unplug the modem, tell me what lights are on” routine, and then reported, in essence, that they’re not seeing any life on the devices on our end.
He told me they would try to fix things remotely today and, failing that, a technician would visit us on Friday afternoon (2 days from now!) between Noon and 5:00 p.m.
So, Eastlink, here are the problems with this all, starting from the beginning:
- Give me a single person to talk to; don’t transfer me mid-call and make me re-explain everything. You may have “functional teams” that have different areas of expertise, but to me, on the outside, it’s Eastlink I’m talking to.
- I don’t know what your perception of telephone service is, but for me it’s an essential service, and one that’s not only inconvenient, but also potentially life-threatening to go without for 2 days.
- Given that this is happening for the second time, we should be moved up to the very top of the queue, into the “oh my God we’ve screwed up” response team; someone should be on-site this afternoon, not on Friday.
- It’s 2010: “sometime between Noon and 5:00 p.m.” is no longer acceptable, especially for a technical support call.
Given that I was already thinking about canceling our cable television service – there seems little point in paying a monthly fee to watch the summer re-runs, reality shows and infomercials – now seems like a good idea to consider a switch back to Aliant.
As longtime readers will recall, Aliant (nee Island Tel) and I have not always seen eye-to-eye on things (among other things they once threatened to sue me). But for all the years we were Island Tel telephone customers we never had a single problem with telephone service; sometimes it’s good to remember that, whatever sort of behemoth Aliant might be, it’s a behemoth that’s been making telephones work for more than 100 years.