Why have a stunt double blog?

From time to time, my internet at home goes down. While this may not be a big deal for some, it’s a major problem for me, because I host my own websites.

So this post is sort of a Keeping You in Touch post. My internet at home is down (as some of my more astute readers may have guessed). So I’ve set up a new blog to sort of hold me over while I get things back up and going.

A call from the Veracity tech

I got a call from the Veracity tech, Jason, who called from my house. I was sort of surprised, but it was nice to hear that someone was there to work on the issue.

I guided him into the room where the iProvo box is located and he saw the broken optical cable.

He told me that he needs a machine to connect the two cables together, but that he didn’t have one on with him. So either he’ll be able to get a hold of one, tonight, or he’ll have to work on it, tomorrow.

I’m happy that it’s being worked on.

Broadweave returned my call, just now.

I had left them a message on Saturday at 7:30 PM. Luke (a familiar name) called, following up with me about my lack of service and asked if the problem still existed. When I asked, he told me that he didn’t recognize my name or my blog’s name.

I let him know that Nuvont was working with me on this. He assured me that even though Nuvont uses Broadweave’s servers, that the problem was all on their end.

Here we go, again…

Brad called to let me know that he just got off of the phone with Heather.

Based on what I described to Brad, he thinks that this will be a relatively minor repair. He also mentioned that it will cost about 40 dollars if it’s a minor repair, more if it’s extensive.

At that point, I let him know that we’ve been dealing with Nuvont for over half a year, waiting for them to fix our set-top boxes and also waiting for a credit on our account, both of which we have not seen come to pass.

He, at that point, told me that he could see some notes on our account, and that the last was in August of last year. He mentioned that they had not received any kind of complaint from us in regard to problems that we were having, and sort of pointed to the fact that since we have not called or complained about this issue, there isn’t much that they can do.

I let him know that the reason that we had not contacted them was because, while our internet is fast and reliable, our television is not. I explained that after all of the legwork in bringing in our set top boxes (I actually drove my Amino 500 over to them, one day, because I wanted to speed up the process of getting it fixed), all the troubleshooting that I’d done on my own, etc., that we’d sort of just given up. I also let him know that we are in the market for another television provider, since we can’t seem to get things fixed TV-wise.

He told me that any kind of crediting would have to be done through the billing department.

In the meantime, I’m not sure that I think it’s right to have to pay 40 bucks to have them come out and fix my fiber, when I’m still waiting on MONTHS of credit for a service that has only been halfway there (to say it nicely). We still, to this day, cannot pause our set top boxes, or record.

While Nuvont might look at this as the fault of my own, since I didn’t follow up on this, I would say that all I’ve done (before giving up on them) is follow up, document, troubleshoot, and follow up some more.

I’m starting to feel those old Nuvont frustrations again, and hope that this can be resolved fairly.

The good news is that Brad told me that I can expect a phone call this afternoon for a tech to come out and fix my fiber, today.

I do appreciate Brad’s follow up, but hope that we’re not just starting round two (9 or 10, rather) with Nuvont.

Talked to Brad at Nuvont

I called Brad at 10:25 AM to follow up on this morning’s call. He told me that he hasn’t heard anything back, yet, but that Heather, from iProvo, will be the one to set this up. He told me that he was going to give them until 11:00 AM.

When I asked about possibly getting this fixed today, Brad told me that it was “less likely”, since they are closed on the weekend and have very busy Mondays.