Modem Down

What a start to the weekend. Friday night and I could not get a connection to the internet. What was happening I wondered. It worked the day before. I checked the modem and found that the power was showing a ‘red’ light and nothing else was activated. I was on the Mio Group which basically means my home phone line was not active as well. That’s a bummer, no internet and no fixed phone line.

Called the helpdesk, and they do have a 24hr helpdesk I think as it was almost nearing midnight, was informed by the operator to call the Mio Tech Support and I was given a number which somehow did not work as every time I enter my home phone number and the # key it tells me I over exceeded the number of keys and cuts me off. Getting a little frustrated here so I called back the helpdesk this time I got an operator who tried to help and said that it was likely a hardware fault and will need a change. I was put on hold while she checked the time for the appointment. When she came back on, I was told the earliest was Tuesday !! Now that seemed ridiculous so after stated my point that it was ridiculous to wait so long with no internet and worst still no fixed phone line. She said finally that as the technical support vendors are closed for the day they will call me back tomorrow around 8 to 9am to confirm.

Well 9am the next day came and no calls, so I called the helpline again and at least they were aware of my case, well at least the lady the night before did her part to input the urgency of the situation. The gentleman I got said that his supervisor will get in touch with me and check on the next available vendor to help me out by 9.30am.

10am came and no call so I called back again and this time the gentleman on the line told me to wait a while longer while they sort out who to get in touch with me, seems they have not pinpoint which vendor yet. So I go on and rant to the guy about the service level and the need for the line to be fixed ASAP. Just as I got off the line with him the supervisor called me back. Managed to get someone to attend to my case and 2pm was the time given. I was ok with that as long as it was today. Went out for early lunch at 1pm and lo and behold the Technical Support calls and ask if he could come over now. Told him I was having lunch and to come back at 2pm.

He came at the appointed time and swap out my Mio box for a new set. A nice guy found out he was not one of the outsourced vendors but the company staff itself since the vendors were overwhelmed it seems.

Anyways to end it all everything was back to normal after 24hrs of unavailability. Just hope this new set will last longer than 2 yrs.