A very weird thing happened in Pinklea-land this past weekend. It’s been dealt with now, but I still can’t quite figure out why it even happened.
Saturday morning, around 10 am, I fired up the old laptop to see what was going on in the world of internet. As you do. But I had no internet. I mucked about with my modem and router and the laptop itself. Still no internet. Okay, I thought, the service must be down right now. No worries, I’ll try again later.
Later came and I tried again. Still nothing. It occurred to me to check my tv, to see if I had cable or not. I did not. So everything was down, not just my internet. No worries, these things happen. I’ll try again later.
Still later (like four hours later). Still nothing. During this time, I was on my phone, using up precious LTE data minutes, trying to find out if there was indeed a service outage in my area. I couldn’t find any info, and usually I can (yay Twitter!), so I was getting a bit frustrated that it might be just my service. I knew that as much as I dreaded it, a phone call to my service provider was looming.
Pardon ME? Stunned, I explained to the phone rep that I had requested no such thing, and if I did, why would I be frantically calling now to find out why I had no service? It didn’t make any sense, and it didn’t matter because I definitely wanted to keep my internet and cable on, so would they please reconnect it ASAP?!?
The rep verified my name, address, phone number, and other security info, and confirmed that yes indeed, it was certainly MY service that they had been told to terminate, as apparently I was changing to a different service provider. Uh, no. Not true, I told him. I have asked for absolutely no changes to my service, you have disconnected me quite erroneously, so please reconnect me ASAP!
The rep seemed to believe me, but couldn’t understand how this could have happened. HE couldn’t??? I couldn’t either! Had someone impersonated me? Did someone have my confidential information? Was someone trying to piss me off or – shudder – get revenge on me for something I’d done to them? Was this an honest mistake – a mixup of name or address or account number?
The rep said he wasn’t able to reconnect me himself but he didn’t seem to know what else to do. He eventually messaged another department that, from what I understood, would look into this and phone me back, but he couldn’t tell me when or what they could do to resolve the issue (how about reconnecting my service???). I sighed and thanked him and hung up.
And then an hour later, still dissatisfied, I called back. This time, I got a different rep who seemed to know a lot more. He quickly checked my file, complete with the notes that the previous rep had added, and he agreed that this was totally bizarre. He also had no idea what happened, other than that another service provider had told them that I was switching to them and so my current service should be terminated as of August 13. But he also checked with his service department, and then told me that as my actual wires had been disconnected at my house, a service rep would have to come out to reattach them AND luckily, he had two appointments available for the next afternoon, Sunday. I took the earlier one, between 1 and 3, thanked him and hung up.
Then the first, original rep I’d spoken to called me back. He told me the name of the other service provider who had contacted his company. They said that they had gotten a call on August 6, supposedly from me, that I wanted to switch to them, at which time they contacted my current provider to stop my service as of August 13, which was when this new companay would start providing my internet and cable. Of course, these companies all cooperate with one another in these situations, so my current provider would have no idea that it wasn’t actually me who had asked for this, so they did it. He informed me that if I wanted to dig further into this, I should call that other service provider and see what they could tell me.
So, Sunday morning at about 11, PG suggested that I try my internet, because he thought he’d heard someone outside the house earlier, opening and closing the metal box that contains the various connections, so he wondered if it had already been done.
It had. I had internet and cable again! Then the service rep who’d come to the house phoned and asked if everything was working again. Yes, yes, yes! I exclaimed. I thanked him for coming so early to do it, too, as that kind of service is unheard of. He said it turned out that the wires had NOT been physically disconnected, so he’d just called someone in his department to flip some remote switch to turn everything back on – which is pretty much what I had originally thought needed to happen anyway.
But we weren’t quite done yet. My email wasn’t yet working. So I had to make one more call to the tech department, because there was one more remote switch that needed to be turned on. That was done quite quickly and easily, so about 24 hours after I first discovered that I had no internet or cable, all my services were restored.
But the big question remains: how in the hell did this happen??? Was it a malicious trick on me? If it was, I have to admit that I’m concerned that someone could claim to be me and have one of my services cut off and NO questions were asked by either of two different companies. And if it was a simple mistake, did no one – again at either of two different companies – ensure that names matched addresses and phone numbers and confidential account info?
At least my services were reconnected relatively fast.
But it’s still a very weird thing to happen.