Their house is fairly rural I guess being on the road between Waipu and Waipu Cove.
They have two phone lines into the house with Telecom, one for the family and one for work.
They had a DSL broadband connection on the work line, that their business paid for, via Vodafone.
This had been the setup for a long time, at least 3-4 years I think, and they have had no issues with the service in that time.
They went away on holiday for a week during January and when they returned they found that the broadband was not working.
After doing the usual checks and reboots still could not get it going.
They called me and I got them to try a few other things and also gave them another router to try but still nothing.
So they called Vodafone and gave their details, account number, username etc, and Vodafone could find no record of there ever being a broadband connection at their home address.
All Vodafone's records showed was that the username they were using was linked to the customers business account for their office in Auckland and they could do nothing more.
Vodafone suggested the customer call Telecom and get them to check the lines so they did this and Telecom could find no issues.
So customer called Vodafone back and told them that but again Vodafone could not help as their records showed no connection at the house and there ever being one at all.
So I suggested that they call and just get a new broadband connection setup.
They did this and have now been told that there are no free ports and they are on the waiting list which could be up to 18 months or more!!!
How does something like this happen??
My next suggestion to them was to call a local wireless internet provider, Uber Group, who are going to do a site visit and hopefully they will be able to get a good signal and get onto that instead.