Digital Fantasies – when networks fail…

Saturday evening at 21.30h, your correspondent was sitting down to on the couch to watch a favourite program when the TV decided to black out.

It is a bit like wartime, when you black out windows to stop the enemy bombers seeing you. At least you had a warning siren that they were coming, and had some time to bag some food and blankets before diving into the cellar.

But with today’s networks have no warning sirens. You are just left with an empty screen, and the possibility of calling DNA, our digital supplier of TV through the Internet.

We did call DNA, and nobody answered after 10 minutes. One hour later we did the same again and after 20 minutes of waiting nobody answered.

Even though the WiFi was down we could check on the DNA website on the smartphone – there was no reported service problems.

On Sunday morning at 10.00h, the WiFi was still down and there was no TV.

The third call to DNA only took 4 minutes this time. We were told that there is a problem in the area and that DNA was trying to fix it… “Sorry, for the inconvenience…”, he said and that was that…

The service came back at 11.00h, one hour later… and there was still no notice of the service problem on the DNA website.  

So basically the story is that consumers have no rights, no matter how many they are and how long the service problem lasts, according to DNA. They offer no compensation and no information about their service problems, only excuses…

This is a nice business for owners – you have the consumer on the hook and you do not have to worry about customer service, only sales…

… and who wants to call the regulator with a complaint when we will never hear from them because DNA does not even broadcast all news about their service problems.  

When consumers invest thousands of Euros in laptops, smart TVs and smart phones with annual operating costs are around €1000, we should be able have reliable services 24/7…

The fact that we do not have 100% reliable services, and there is no reason to suppose that hackers, criminals, bad software updates and mechanical diggers will ever stop messing with the internet, it is about time that our governments started to diversify some of the risks away from too many digital solutions.

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