Sunday, 3 August 2008

Internet Connection In sight!

I was puzzled when the Internet was suddenly cut off. Well mortified would be a better description.

After getting son to check the router and the computers, he said that the Server Provider was the problem. In fact it was dead! I'd already had a letter explaining that the small company that I was with was being taken over by a larger one and that I could ring a telephone number in case of difficulty during the switch over.
This turned out to be an automated message just saying that the company was sorry.

Meanwhile son had booked me to have cable fitted to the house. After 5 days without internet, I rang the small company to cancel the contract. An unbelievable telephone contract then took place.

Me. "I want to give notice to cancel my Broadband connection with you. How much notice do you need?"

Small Company. "Sorry we are not able to take cancellations at present."

Me. "Well I have no Internet connection at all and I'm paying for one. I have also arranged to be fixed up with cable." (I was trying not to get annoyed.)

Small company. "Well we cannot cancel until the fault with the big changeover is dealt with."

Me. "When will that be?"

Small Company. "We do not know."

Me. "Are you telling me that I will have to pay for two lots of Broadband? I will cancel my Direct Debit. (The one that had taken a year to set up!)

Small Company. "Sorry but if you do that we will have to take legal action."

She then went on to tell me to ring back at 11 am when they might have more information. I was pretty mad by then as I had promised to take the children out for the day. 
At the stated time, I rang back and had a very different, intelligent lady who told me that I could be disconnected within 7 days.

I am squashed in a small cafe while I write this and the kind owner has given me permission to use their internet. I know the lady who owns the cafe.
All being well, if you keep your fingers and toes crossed, I should be back on line some time after the 12th, depending on when my son can adapt my router to the cable connection.

I have missed you all and can't wait to get back on line. Will attempt to read some blogs while I am here and I know that I have much to catch up on.
Au revoir...........

26 comments:

Lindsay said...

Just hang on in there!

Retiredandcrazy said...

I've said it before and, no doubt, I'll say it again. Why is it that "communication companies" are crap at communicating? You were lucky in the end to happen across someone with half a brain. Fingers crossed for the 12th. Ann xx

Irene said...

I miss you, Maggie.

A Mother's Place is in the Wrong said...

Have just caught up on all your Internet trials and tribulations. At least the end seems to be in sight. Will look forward to the new you on the fateful 12th. Do keep cheerful! M xx

Jeni said...

I'm now once again in my normal state of mind -totally confused! Why, if they are not providing cable service now to you, can't they just cancel your contract? Or, better yet, if they are going to keep charging you for it, then provide the service you are paying for? Is this something that only happens in England?

RiverPoet said...

When I lose internet connectivity, I am a very unhappy person! Particularly because I work from home and would have to make some hasty arrangements with my employer if such a thing happened! Can't wait to have you at my blog again soon!

Peace - D

cheshire wife said...

Unbelievable that you can pay for nothing!

Working mum said...

I've had many a frustrating conversation with the idiots at ntl/Virgin. In the end I told them to stuff it and wrote a three page letter to head office detailing all the unhelpful conversations and lack of knowledge and fought for compensation (which I got). Now I'm with Pipex and very happy. Great customer service. OMG, I hope you haven't just signed up with Virgin ..............

LL said...

Oh my, what an ordeal. I can't believe the lack of customer service or fairness. I hope all is restored soon,and to your satisfaction, and with no hit to your pocketbook!~

Mae said...

When the internet is inoperable seems like I am lose from the real world.

Jules said...

Oh my gosh! How rude and small-minded that first woman was. I'm glad you held on to your patience and called back. Sometimes small companies are good to work with...... but not all the time.
Chin up and enjoy the time away playing with the grand kids. Maybe the weather will be wonderful and you can enjoy the time away.

Miss ya!

Bina said...

Oh my Gosh! That first lady??? I would have wanted to slap her! What kind of nonsense is that anyway? Sounds completely bizare, but at least you'll be hooked up soon and getting us all updated!

See ya soon!

Strawberry Jam Anne said...

I can imagine the frustration - so won't dwell. Look forward to reading more from you after the 12th.

A x

Minnesotablue said...

Will read you on the 12th.

Hadriana's Treasures said...

Good luck with it all! Very Lost in France has a good post Re: dealing with Easyjet from France, written a little while back. Hell = dealing with companies on the phone.

GoneBackSouth said...

How annoying! Life with all its admin nonsense is complicated enough without incompetent companies making it even worse. My blood is boiling on your behalf.

Eileen said...

That must be so frustrating!! Come back as soon as you can, you are missed. I hate when my service is messed up, it totally sets me off kilter.

XXXX

Dusty Spider said...

Hope at last then. Will miss you. Until the 12th....."of never"...that's a song isn't it? Flick xx

bindhiya said...

Miss you..
hope you having great weekend..

bindi

merry weather said...

Oh how annoying! Legal action? Crazy!

david mcmahon said...

Hope all is well and that they have finally kept their word!

Crystal Jigsaw said...

These companies are just unbelievable. They know how much people rely on them and it's obvious they couldn't care less about individual needs.

CJ xx

Rose said...

I hate dealing with companies on the phone; usually I get automatic messages that just lead me in circles. I hope you get your internet back soon.

I've just been reading a few of your past posts...Happiness can be fleeting, but don't feel guilty about enjoying it while you can. You deserve some joy! I hope that your family is doing better.

Valleys Mam said...

I am sick of fighting every time anything goes wrong- fridge,Computer ,ISP, flights etc etc etc.
I am sick of 0870 numbers I want to speak to 0800 ones.
I just want some after sales care - is it so hard

Omykiss said...

You were very patient there ... unbelievebale customer service!!

CrazyCath said...

It is so good to have you back and I have missed you. I know how frustrating it is. Unfortunately in answer to your question at mine I am afraid it is "V" that I am with but on the whole they are ok. A tip from me to deal with them -
get the phone as well through them (you can usually keep numbers on transfer now - I did years ago) and then all calls to *them* are free.
Second, despite getting fed up of hearing her voice, listen to the automated messages. Often it is an area problem and you will get your info in the first bit.
Third, if you still have to get through to them, before you even dial, shut down computer, switch off modem, wait 2 minutes and then switch it back on. When it is booted up then reboot computer. If problem still exists, phone them and you can tell them you have "done that" because they will ALWAYS ask you to do this first.
Fourthly, if you can wait till office hours then do. Out of hours is out of the country (costs the same but sometimes a language barrier) and last time I dealt with them, they LIED to me. Seriously. They said it would be fixed in 48 hours. When I phoned the UK office the next day, they were not even aware of the problem.

Other than that(!!!!) they are ok and give you more MB per second than any other UK company so can't grumble at that. Hope all this is useful and does not frighten you to death. ;0)
It should certainly be a better experience than your "small" company because this one has already been taken over and since the owner of this one owns the world just-about, it won't be "taken over" again. So that is one less problem.