Laura's Renovation Adventure

I have been trying to get my DSL installed since August 22. It took until August 30 to get my landline moved over, so then I could order DSL, right? So I tried to find a phone number to call. No dice. So I try to just upgrade my service, thinking that would generate an order... (Contact #1).

I accidentally click on something, and a chat pops up. So I ask the guy how to get my service moved.

He evidently could not understand me. He just typed away at his script, providing answers to somebody else's questions. (Contact #2).

On Monday, Labor Day, I call. The tech, who obviously also does not understand what the problem is, tells me that my DSL will be turned on at "precisely 8 o'clock" the next night. (Contact #3).

At 8:22 pm, I call the phone number again, and the smart system tells me that my order would be completed between 8am and 8pm on Wednesday. (Contact #4)

The next evening, after 8, I get no smart system information. Just that they are closed. (Contact #5).

So on Thursday, I call and get a human. I think she said that her name was Kathy (but I would bet money that her mama did not name her that). She told me that my DSL had been on since Tuesday, but since it was not working for me, she open up a trouble ticket and gave me the number. She also said that they needed to run a line test, and someone would call me back in about two hours, but do not use the line for anything for the next 30 minutes. (Contact #6)

About an hour later, I called back, trouble ticket number in hand, ready to hear that I needed a service call, because it was still not working.

Somehow, the heavens heard me, and I got someone who understood English, instead of just speaking it.

So he tells me that my DSL move order was never put in, and he transferred me to sales, who told me that hot places would freeze before I could get a same day hookup. I complained about line noise (fearful that a bad connection would keep the DSL from working once I got it). (Contact #7)

A repair tech shows up at my door at 8:05 on Sunday morning (he did call first). He brought me a filter for my phone-- the noise comes from my (non-working) DSL modem.

This morning, I call yet again, because I still do not have internet. Man (who's English is shaky) tells me that I cannot have DSL-- that all the accounts are taken. Well, first he tells me that it is not available in my area. I told him it was, too. (really adult there). Then he tells me that all the slots are taken. I ask to speak to his supervisor, he hangs up on me. (Contact #8).

So I call back. And this time, I don't talk when the smart alec smart system asks me if the phone number that I am calling from is the phone number I am calling about. Instead, I wait. I wait out the smart alec smart phone system. My reward? A woman who spoke English as a first language. And she understood what I was asking. She answered questions. And when she didn't know, she asked. And she found out. Turns out, the system had down my phone number as being unavailable for DSL, but not my address. So she changed my phone number. And promises me DSL by Thursday. (Contact #9).

I am hopeful, but not exactly holding my breath.