Dead for a week – the story of Swains.

Dead for a week – the story of Swains.

 

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One of our clients has been having major problems with their internet connection.

We noticed the problem straight away when their entire network went down – their primary line was completely dead. Us being Backup Data, however, will always have a backup; in this case, they have a secondary line that they can use in case of failure. So, we switched them over and put the problem to the back of our mind for a little bit until the ISP sorted out the problem with the line.

Well that was a week ago, and we noticed that their primary line was still down, despite invoices being paid. So, we had to do a little digging to find out who was responsible. As it happens, the ISP was Swains, which had recently been taken over by Wavenet in June 2017. I prepared my best “angry man” voice, and went in ready to shout at whatever poor fellow was on the other end of the phone. However, the moment I had connected, my will to shout at the guy was gone already.

He was clearly brand-new on the job, talking like a mouse that wanted to be loud.

He kept asking me if I could hear him, and it was almost as if he expected me to hang up. In the background you could clearly hear people shouting, screaming, even swearing down the phone. People were talking to the guy even when he was on the phone with me. There is no word better to describe the call other than utter chaos. Amidst the sounds of someone potentially giving birth or going on a violent cursing rampage. He explained in a very scripted way about how their phone lines were pretty much completely buggered and they had been getting calls constantly over the last week. Of course, this was a pretty critical problem for them and I wasn’t holding any reservations that they would even recover from a disaster of this level.

So if your internet has been down for the past week, then maybe this explains it. Or maybe it’s just time for a new router.

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