Thought Overflow

Starting Thursday morning, my internet had not been working for around five days, right up to yesterday. I called up Hathway Internet’s customer care center that evening to complain. I was told that it’s a signalling problem and that it’s likely to be sorted out within about three hours. Of course! That’s exactly why they took five days to sort it out.

Here’s how I think Hathway Internet Services sorts out (or attempts to sort out) technical issues based on their customers’ complaints:

1. Day one consists of assuring the customer that they are aware of the problem. They probably hold straws or pick chits to decide what excuse to use and then convince the caller that everything will be working again in a few hours. I spoke to one Venkatesh who told me that there’s a problem in this entire area and that the problem wasn’t limited to just my connection, so they’re working extra hard on it.
2. On day two, the problem still hasn’t even been found. However, by this time, the call center executives have pulled their phones off the hook and are chatting with each other, probably praying that some miracle will cause everyone’s internet to start working all by itself.
3. On day three, someone makes a comment that maybe they ought to get someone from the Hathway Internet Services technical department to take a look at the problem.
4. On day four, I get through to them by pretending to NOT be an existing customer of Hathway. (When you call their call center, you are asked to press 1 if you are a Hathway customer… on day four, I pressed 2 instead). I speak to someone else who says that by now, the problem in my area should have been resolved. I give him a piece of my mind and ask him to tell Venkatesh that he’s an idiot.
5. Day five… HALLELUJAH! Someone from the Hathway Internet Services technical department shows up at home to fix the problem and finds the internet working!

I’ve been wanting to change my ISP for quite some time now. BNSL DataOne has a much better tariff plan and appears to be much more reliable as well. This is not the first time I’ve had a multiple day problem with Hathway. The last time, I gave a poor lady a piece of my mind on Day two itself (or was it day three), but that didn’t quite help then. Oh well.

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