Well after a very frustrating week since the move I am back on line. Basically my ISP screwed the pooch and it took them a full week to resolve their screw up. The situation came about from me having a second ADSL account opened up for the new premises. Once I relocated on the Thursday I requested the superfluous account to be closed, however I wanted that user name to be migrated to the new account.
Needless to say this confused my ISP. I had the accounts team call me to clarify the request, and during that call established that the original request was thoroughly misunderstood and that a cancellation order had been placed against the new account. Once the true requirements were understood the accounts team quickly attempted cancelling the cancellation orders and reversing penalty charges for early termination. This was thought to have been complete.
However, one key part of the erroneously submitted cancellation order was missed. This resulted in the ISPís contractor cancelling my account within 24 hours. Very efficient on the cancellation. I found this after relocating my router to a better wireless transmission location I was unable to connect to the internet. I was on the phone pronto.
As the call was made after 6pm AEST on a Friday I was informed that the account would be offline for the weekend, but should be restored on the following Monday. I was also credited a months worth of access as compensation for the service disruption.
On Monday it was no better. The Tuesday also showed no improvement. At 3pm on Wednesday I rang again and was informed that the provisioning team were delayed due to unusual demand. I was also assured that the order for them to repair the fault was lodged and escalated. I left it at that and was hopeful that the problems would be resolved on the Thursday.
Thursday came and went with absolutely no status change. So I called the ISP at 2:30pm AEST on the Friday. I spoke to the original representative from the ISP who was shocked that I was still offline. To his credit he took ownership of the problem and progressed it as far as he could. I was also given a second month of free access due to the tardiness of the provisioning team. I was though informed that it would not be repaired until Monday at least. I repeated my disappointment and that I was not happy but could not do anything more.
The call though must have gotten the wheels in motion as I received and SMS this morning that my job was picked up, then being processed, and finally completed. Clearly the provisioning teams backsides were thoroughly tanned, as they should have been.
I have no problem with the provisioning teams doing what they did in cancelling the account. They were simply following orders. What I am disappointed in was that once it was understood that order was erroneous it took over a week and two additional phone calls to repair! To further reflect the dismay I have in this situation is that the original account order was lodged on a national public holiday and connected and working 24 hours later.
So I hear you ask am I looking for a new ISP? The answer is no, this is the first issue I have had with this ISP in over 7 years of subscription. I am confident that this was an isolated incident. If it proves not to be though I will happily jump ship.
