Hostage to bad service
I’m on the phone, listening to the sixth, seventh or eighth replay of the “hold music” I have been transferred to while I wait to speak to someone in another country (South Africa perhaps) whom I hope will be able to help me with my internet problems.
The music is starting to drive me mad and I wonder if I have been disconnected or parked in some interminable hell of the worst elevator music known to humanity.
When a voice cuts across the line it is sheer relief. “Hello this is. How can I help?”
There is a fantastic amount of noise in the background and my mobile reception is not fantastic, my landline having gone down with all things computer over a day ago. I inquire again as to the name of the woman who is taking my inquiry.
She replies in an accent that I struggle to understand.
No luck there, so I push on. I explain that my internet is down. I live in Geraldton, WA. Is she able to tell me when it likely to be reconnected.
“Just a moment,” she says, and then there is the sound of a keyboard with fingers typing away. It goes on and on, on and on. Then silence.
“Is there anyone there?” I inquire. More silence. I contemplate hanging up, but this call has already taken 45 minutes of my time. If I hang up I will be at the back of the queue again. I hold on.
And then she of the unknown name is back again.
“Sorry I was just speaking with the NBN,” she says. “I don’t know what the problem is. When did you hear about it?”
Don’t they know their own network?
I begin to tell her but the silence returns. The call has been terminated at her end.
Westnet was once a great West Australian company, a Geraldton company even, but it was sold and these days is part of the TPG Telecom empire.
I have found TPG is like most large organisations, big on words and small on action.
It seems the people in rural and remote communities are, sadly, not important to TPG and are poorly serviced.
Most of us are hostage to the internet. Like frogs in water, slowly brought to the boil, it is too late to jump out.