"Have you tried turning it off and on again"

Yay Technical Support!

And so we start, Level 1 support. They go through their script. My partner explains the issue, tells the support droid that we've done the isolation tests, we've switched out modems, routers, etc etc. Explains that the problem has been confirmed by Telstra as congestion.

"It's a line fault"
"Really? So why is happening on my other line as well, which has an ADSL service with a different provider?"
"Oh."

"Well the line is obviously working now."
"I'm using VOIP on a different circuit."
"Oh."

And so it continued.

Eventually we're informed that if a tech has to attend the property, we may incur a service fee. My partner very politely tells them that this is a known issue that Telstra have admitted to *in writing*, and we will not be paying any service fee.

We're then told that it someone will get back to us in 2 days.

Here's something to ponder: If there is a 2 day process on reported faults, why do we need to ring when the issue is occuring?

It's now approximately 2 hours and 15 minutes since my husband first noticed the latency spike and called Tech Support.

My partner needs a scotch, or therapy. Possibly both.