On Sunday, November the 5th, our internet connection fell over. I called our ISP who (as usual) was so busy that I had to leave my phone number on their voicemail system so they could call me back. I managed to speak to a real person on Tuesday, which was also Melbourne Cup day (a public holiday here). After running through all of the obvious tests (I guess they have to do that as a lot of people wouldn't be comfortable factory resetting their modem), he put me through to the next tier of technical support who in turn said that Telstra would call me on Wednesday to book in a technician to come round on the Thursday. No phone call until Friday evening when they said that someone would be around on Monday morning.
The Telstra guy was in the house for all of two minutes, then went to the exchange, fiddled around for a second and it was fixed.
Why didn't Telstra just try checking their end first? Why make me take half a day off work to wait for someone to verify that the problem wasn't at my end just as I'd told them from the start?
I don't really know where I was going with that story, but I just wanted to put the details down for when I try to get someone to pay for my week of missing broadband.