However, when we were back in England, we got a call from Mauro, the engineer from T-Com. Out here, you get the same guy coming out to you, so you do get to know them – and this does make things easier as you don’t need to constantly re-explain the problem. My understanding was that Mauro wanted to come and collect the redundant 4G router – we’d upgraded the 4G service prior to Xmas and a new router had been delivered, which we hadn’t had time to set up before we left. We arranged that he’d come out when we got back.
Our main issue stems from the fact that we still don’t have fixed line internet – depsite the fact that all of the infrastructure was all installed way back in April. We did have it for one day, and then the connection was “broken” and it has never been fixed. The frustration of the TV situation finally spurred me onto doing what I should have done months ago, and I emailed T-Com head office in Zagreb, copying in everyone, in the hope that my complaint would hit the right person. SUCCESS! Just after the call from Mauro, two emails pinged in from T-Com, one after the other…
we are kindly asking you to write us back billing account number so that we can make necessary check of your technical difficulties. We advise you to register on the Moj Telekom portal for access to your accounts and current consumption and administration services. You can make a registration through a link.
Dear Ms. Corr and Mr. Ruane,
We apologise for the inconvenience You experienced when activating our services. We are letting You know that we have reported a connection trouble at your location, which should resolve the inconvenience. As a contact number we have set the mobile number 385993333797. Please be patient until the above mentioned difficulty is removed.
To be honest, we had no idea what the implications of the emails were, but at least they’d replied. Which, for T-Com, is a massive result.
Fast forward to Sunday morning. Sunday 6th January – a big day out here as it’s The Epiphany and even though it fell on a Sunday this year, it’s still a public holiday. You know, the kind of day when no-one is working. Not Mauro, however, who rocked up with all of his kit and set about doing what he needed to do – to get our fixed line reinstated… Yep, that email to Zagreb had worked and he’d been sent out to resolve the problem! Almost ten months later, we have a glimmer of a hope that we can soon have normal internet access.
We’re not quite there yet. We now have a landline, with a Croatian number – and we are now awaiting, with bated breath, a call from Mauro’s colleague, who will assess whether this line can be upgraded to accommodate broadband. And if it can, that means that all of our TV problems are sorted! We’re trying not to be too excited about this unexpected situation, but we now have another router, and it has to be said, the lights all seem to be lit up correctly. To be continued…