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Bad service

So, I'm moving into a new flat tomorrow. Thinking I was doing the right thing, I got onto my phone and internet service provider to tell them of the move and they advise me that someone had put in an order to change to a new provider. It wasn't me and I told them this.

After two or three days of going back and forth with them basically telling me, oh, can you contact your landlord to ask her, I finally got on the phone with them and got really upset. Frankly, I didn't see it as my responsibility to chase up who had done this order when I had nothing to do with it. All I was doing was moving into a new property.

Then they tell me there's nothing they can do until the order is completed, which would be at the end of the month. They can't investigate because they don't know who the provider is until that order is completed, but I can call the provider from that number and get the order cancelled. Uh, excuse me? Again, how is this my responsibility? And surely with the Privacy Act I can't exactly call a company and cancel the connection.

My other option was to get a new connection which would have cost way more than the standard service fee. Again, something I feel I shouldn't have to do.

So I email my landlady, something I was really reluctant to do because she'd told me she was going away for the weekend and I didn't want to disturb her. It took her ringing the company to escalate it before they would actually look into it and realise that some big mistake had been made.

The outcome is, I probably won't have landline and internet for a couple of days, which I can live with, since they won't charge me for those days, but I still feel pretty annoyed that I was the one who had to do the chasing around to get it sorted. In my job (the one I just left) we would occasionally get packages sent to the wrong address. It was never up to the customer to contact the person who received the package and send it on to them. Yes, they would have to send it back to us, but it was our job to chase it up, not them.

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June 2018


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