Patience is a virtue (until your internet dies)


I haven't had any internet at home for weeks.  Long boring weeks where I pretty much put my life on hold. 

It died overnight. Sort of.  A slow and painful death which started when my modem reset itself so I had no internet at all.  After an interactive and encouraging conversation where I was guided by a great chick at Optus, we reconnected it and I was high fiving myself for being so tech savvy.  Good on me.

Four weeks later and my self confidence took a dive as my internet went flacid.  My phone and laptop were telling me it was okay, but the connection was soft.  Nothing was happening.  I tried everything I could within my limited IT capacity (turn it off and on at the wall) with no luck.

In the middle of a crazy two weeks at work – a time when a night of Netflix on the couch would have done me wonders – I finally found some time to call my buddies on the Optus Tan Helpline.

The first girl talked to me for 25 minutes, putting me on hold on and off, while she tested my line.  I ran up and down my staircase disconnecting and moving phone lines to see where the fault was.   After 3,560 steps she told me that my line didn’t have enough power to be able to run the internet properly and I’d have to get it checked out by a technician.  I could order my own or pay one of theirs for $150.  I opted to hit up my own tech and thanked her for her advice.

A quick chat to our head of computers and important stuff in our office, and we decided that this woman was a little confused and I should save my $150.

I hit up my buddies again on the Helpline.  This time a chatty guy talked me through several tests.  It was all the ones I’d done weeks earlier but he was thorough and at the end of the session (hello 28 minutes) he suggested I borrow a modem from a friend or neighbour to double check that mine was in fact, not working.

I don’t really talk to my neighbours except on our way back from the recycling bin …. and surprisingly none of my friends had a spare modem lying around.

Three days later and I was climbing the walls without internet.   I had used up all the data on my phone by sending work emails.  I couldn’t exercise as Booya is web based.  Netflix sat idle. There was little Facebook time and hours spent scrolling through social media had to be limited.  It was like living in prison.  

One night after a super long day in the office I sat down to unwind, forgetting how bad free to air TV can be – and that I had no Netflix.  Frustration filled me and I dialed the all too familiar number of my so called buddies at the Help Desk.  It was time to finally get this shit sorted.

My final partner in crime was a sweet guy called Pratik.  He joked that most people called him Patrick as they weren’t sure how to pronounce his name. I scribbled it down so I wouldn’t make the same mistake.

Back and forth we went, testing various parts of my laptop and phone connections, along with the modem.  “Pretty sure I need a new one” I told him.  The testing continued.

I learned about Pinging – not the dance party drug type – along with other processes to check why nothing was working.  We chatted in between all the testing. He was polite and funny and apologized every time he had to put me on hold.  Finally after 42 minutes, he conceded defeat and we agreed that I’d order a new modem.  Told you that 45 minutes ago Pratik. Hallelujah. 

My shiny new modem arrived today.  It’s much bigger than the last one and flashes at me like a blackbox flight recorder.  To my surprise (and thanks to Optus’ super basic instructions) I was able to connect the internet within 20 minutes with little fuss.   Good on me. 

Now I’m back in the real world.   You might not hear from me for a while.  I have a lot of catch up TV to watch. 

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