This post by Jennifer Flaten
We are having internet trouble. It started last week. One evening the internet just stopped working. It was right in the middle of kid TV time (they were watching Netflix) and I am positive you could hear the kid’s cries of dismay from a state away.
After verifying that it was a service provider problem and not a “dog knocked the cord out of the box” problem I reluctantly called our provider. I am sure I am not the only one who really, really-I mean really doesn’t like calling a company for technical service.
The irony in this situation is I have paperless billing so I really needed to go online to find the provider’s telephone number. Thank goodness for internet capable phones!
I remember using dial up, back then you couldn’t talk on the phone and be surfing online at the same time. Now, I can’t believe how ubiquitous the internet is, I can watch TV, talk on the phone and surf the internet all at the same time (and sometimes from the same device).
I do all my writing research online. In fact, without internet I can’t do anything work-at least from home-related, as all my files are in the cloud, same with the kids. Their school requires them to use Google Drive for school-based projects.
After the obligatory stop in on-hold purgatory, I was transferred to technical services. To my surprise, it wasn’t a human being but an interactive computer program.
Yes, it was cool and yes, it meant I didn’t have to actually talk to anybody but it made me realize that this particular problem happens so much that they can automate the process to fix it. This is probably not a glowing endorsement for the internet provider. What was nice is the robot didn’t have tone-oh you know the tone all help desk representatives get-the one that says “are you sure it’s plugged in/turned on….really, really sure?
Naturally, the call only solved my problem temporarily. The connection remains spotty so I will have to call again. Meanwhile, my son put himself in charge of monitoring the modem. He shouts out “It’s ON” when the online light comes on and then everyone races to get their internet related work done.
I am avoiding calling the service provider, because now I know the robot won’t be able to help me this time. I just know the service reps first question will be “is the cord connected”.