Disconnected... :(

Wednesday, 2nd of June, I just came back from Portugal 3 days ago, I am quietly at home searching for a job on the internet when I decide to have lunch. When I came back to my computer I didn’t have internet connection, so I restarted the modem, it didn’t work.

I thought that probably my boyfriend could fix it, being an informatics and all… But it didn’t work. So we tried to call the company that provides the service, but it turned out that the telephone was not working, we tried the TV, there was no signal! That was too weird for me, but we have all in one package, so we knew that it should be a problem with the company. We tried to call the company with the mobile, but it doesn't allow us to call to numbers starting with 900 (don't have a clue why is that).

So that day, we didn’t get to speak with anyone. The next day, my boyfriend borrowed a mobile from a colleague to call the service provider, by the time he explained the problem to the correct person and she began to say what she could do, he went out of money (it was a prepaid mobile). Do you think they called him back? They knew who they were talking to… Basically, what my partner told me, was that they had a request to move the address.

Fortunately, I had lunch with a colleague of my partner and she told me that I could go to a mobile phone shop in the center and they can call the company. So there I went with all the details. I explained the problem to the employee, and he called. They couldn’t find us by the postal code, (because they had change our address), which proves that they didn’t do anything after my partner’s phone call. The guy was on the phone for a long time, talking in Dutch and laughing (it's normal here, but it makes me uncomfortable)... After he hung up, he told me that they had a request to move the address (but who, how???) and they would cancel that request, and we should have the service back either tomorrow or in one week. Again, I don’t understand this kind of time limit…

The next day, the first thing I did was to check if we had signal. Of course, we didn’t. We waited until the next Monday, when my boyfriend sent an e-mail. They replied – we should have internet by the end of the week. He insisted that we didn’t ask to move, we were still living in the same place, we don’t understand how this happened… Their response was “we are doing our best, in the worst case scenario you should have internet by the 11th”.

Saturday morning, 12th of June – No internet connection! My boyfriend asks a neighbor that has the same provider if he can make a phone call for the free number from his place. He had to bring the telephone, because the neighbor doesn’t use it, so he doesn’t have one. So, explained again the problem, the address was still wrong - they have moved us to The Hague, 80 km away! But this guy seemed to understand what should be done to solve the problem. He said that because we didn’t have any channel, the cable should be disconnected and they would have to send a technician, but we could expect him on Monday. He cancelled the moving of the address (so he said). It was kind of a relief, but at the same time, I was not getting my hopes high, so I wouldn’t get disappointed again…

Monday morning, as expected (at least by me), no technician came. We went again with our phone to the neighbor's house… My partner spoke with at least 7 different people, nobody knew what to do, the address was still wrong! He was fed up with it, he asked to speak to the manager, the guy hung up in his face.

My boyfriend had to call again, they were passing him hand to hand, he asked again to speak with the manager, the guy wouldn't pass him trough, so my partner did the obvious, asked for the name of the guy – the guy hung up in his face. That was the second time someone of that company did that!

The 3rd time, the person was able to say how to speak with someone above him. This time, the person that they pass trough was able to confirm our address, it was finally corrected, he also said that they had sent a technician to our place but we weren’t at home… We were there all morning! They sent the poor guy to our supposed address in The Hague! What a bunch of incompetent! We had to struggle for them to send a technician again to our house next morning, so we could be sure that the next day we would have internet by any means!

And finally, Tuesday morning, 15th of June, we wake up with the door bell, never so happy to wake up like this. We still don’t know if the technician was needed, because when he came, everything was working. Probably, they just needed to change our address in their system, and it took, 13 days, so many phone calls, so many lost of time, so many displacements, so many explanation of the problem and we had to pull up with people being rude.

After all this, we still have to make a formal complaints, we want to know how was this possible, who was responsible, and complain about the rude employees and those who were just juggling us all around, instead of changing the address… And we don’t want to pay for this month, it’s only fair!

Note: This was only to have the connection back; if it's a new connection you rather be patient, some people wait for like 2/3 month; it's normal here!