The internet wasn’t connected when I checked the computer this morning so I rang the Orcon help desk.
A very cheerful recorded voice answered telling me something to the effect that they were all out partying and to ring back later. It was a joke but I wasn’t greatly amused because this was 6am and the help desk wasn’t going to open until 8.
Two hours later I called back, got a real person and explained the problem, pointing out there were red lights on the wee box which I thought were normally green.
He said not to worry about that, and to turn everything off and back on again. I’d already tried that so he told me to delete the connection icon and talked me through setting it up again but there was still no service.
He then asked me to hang on while he consulted a colleague, left me listening to the sort of music I wouldn’t normally choose to listen to and eventually came back to tell me the colleague was busy and would call me back.
Another two hours later no-one had called back so I rang the help desk again. The woman who answered asked me to turn everything off again but the internet still wouldn’t connect when I turned it all back on. She then left me listening to more music I wouldn’t normally listen to while she consulted a colleague before coming back to say there must be a problem with our connection so she’d talk to their technician and ring me back.
This time it took only a few minutes to get the call back to tell me there was a problem with the network in our area and technicians were working on it.
Would it be too much to ask that when there’s a problem with the network, someone lets the people on the help desk know so that they can tell customers about it when they call so the customers don’t waste their time wasting the time of the help desk staff?