I think we’re back?
So wtf happened?
Two hours before leaving for the airport, my isp, iinet, decided it was going to fail. I checked everything my end, I can see traffic is leaving my apartment, and hitting a device outside my apartment. I definitely have connectivity. I give them a call, and they think everything is working, except something did fail overnight. Huh, that’s odd, if they look closely they can see a device (in my complex?) has no signal. But they can’t restart it and have to have someone else do it, or something. I’m not sure.
But there’s nothing I can do, I trust them with it. So I setup some retries, and off to the airport we go. At the airport, they try to call me, but I missed the call. They do send me a message, asking when it’s convenient to receive a callback. I reply that I’m available immediately, and wait for the next 2 hours for them to call again. They don’t.
After landing, I have no service, which is understandable, I don’t have roaming setup. I figure I’ll deal with it at my final destination. Another quick flight to Indy, and I’m done. Time for some sleep.
Fortunately my buddy picked me up without issue, seeing as how I have no contact.
With no phone, the only option to contact iinet at all is via their online sales chat. For some reason they only have sales chat, I guess when your internet is down, you can’t use a browser on your phone or anything like that, you would only want to call someone, right? Sales is super unhelpful. A true master class in not comprehending the situation. They have no visibility of tech supports system, and don’t have any sort of internal chat system to engage tech support. So the conversation goes something like this:
- Is there a number I can have support call you on?
- Sure (my hosts phone number)
- We don’t call international, do you have a local number support can call?
- Sure (my buddy Seans number)
- Great, since you have an Australian phone, can you please call us?
- No, I’m not there, that’s my friend in Australia, I am not in Australia, and you just asked for a number to call.
- Ok, I’ll have support give him a call. Is there anything else we can help with?
- My phone is with y’all, can you enable roaming?
- We don’t have roaming.
Support calls my buddy, confirms that he isn’t me, and refuses to provide an update on the case.
I guess they do have some sort of communication from sales to support, just nothing that’s not completely useless, as they’re unable to provide the additional context of “user is out of the country for 6 weeks and needs an update on the support case, because his 6 week trip that he is already on depends on it.”
There’s a part of me that feels that if I was involved, more would be done. Like uh.. maybe understanding and explaining the situation to support. Something that demonstrates that I don’t huff paint, at the very least. Like it should not have been a surprise to support that they weren’t talking to me.
Oh well, back to sales I go to try and explain the situation using single syllable words, maybe getting an escalation, and… “you are not authorized to use this service”.
My ISP, iinet, has blocked my only avenue of contact.
Welp.
I’ve basically spent the past 10 days, 1/4 of my trip, recovering what I can. Maybe tomorrow I’ll drop an updated plan.