Shocking Service

Late on Friday night around 10.30 pm our service provider somehow just cancelled our subscription package for the internet. I decided to go to bed thinking they were down for maintenance and it would return during the night.This has happened before so this was nothing out of the ordinary. Sometimes the undersea cable gets damaged and we have intermittent services but normally only for a few hours or maybe a day or so at worst. I think over the twenty seven months I have been on here I have only missed the occasional day due to power failures. This was the biggest one by far yet.

On waking up on Saturday morning it was still down and then the fun of phoning Tom,Dick and Harry started. We have a main provider who provides the line and then we have a service provider who supplies the package. Sounds stupid i know but that is how this place works so everyone gets to share the pie.

We first checked with Vuma who supplies the service to the providers and our line was still live. Then it had to be with Axxess our service provider for more than 6 months. Someone cancelled our package apparently and it wasn't us so who did it is a good starting point. In error someone has pushed the wrong buttons and cut us off.

The problem being weekend it shows what kind of service provider they really are as no one could turn us back on. The word "escalate" was mentioned over and over again yet nothing. I asked for the owners of the company so I could contact them but they obviously couldn't care less. Our package is one of the bigger ones with a 1000 up and 100 down and not a normal residential package.

We are still waiting and have decided to go with another service provider who has guaranteed we will be up and running in the morning. We dealt with them before moving and only moved as they were being hacked far too often. That has now been fixed so I am more than happy to return to them. At least you don't get the run around as I am not joking I have made roughly 50 phone calls this weekend and got nowhere.

In the future when more and more people are earning online via sites like Hive it will become more and more important which service provider you have. Imagine earning $100 or more per day and you suddenly have downtime due to poor service. I can see many claims being submitted for loss or earnings and these so called "service" providers need to wake up very quickly. I could claim for this weekend but to be honest I think we are all to happy to get rid of them as they are somewhat of a joke outfit. Supervisors that won't talk to you as they have no answers to help you. At least talk to the client and not hide away behind your staff.

I must have spoken to around 10 different people and only one staff member acknowledged it was their fault on their side. All the others blamed Vuma which we knew was not correct. The line was still active so that made no sense. I soon learnt holding on for technical support took to long and like most companies sales will have more staff on hand so pushed that option to bypass waiting 30 minutes in the queue each time. They lost a customer for good who pays up to date via direct debit yet it would have been so easy to have kept us by just clicking a few buttons.