The burden of a script

I was speechless. I felt devastated. After 5 days I still could not use internet on my smartphone. I had not prepared myself for failure.

Day 1
With a lot of reassuring mails in my mailbox I assumed that switching mobile provider would be a piece of cake. My new SIM card seemed to work well except for the Internet. After several failed attempts I looked on the website. I could not find information to solve my problem.

I called the service desk. The agent was friendly and suggested several options.
“Cross test? Never heard of it.”
I had to use my SIM card in another phone. Good test idea though.

My request to set the access point was denied.
A lot of resets followed.
Another agent took over. Another set of instructions.
Another serie of failed internet connections.
My request to set the access point was denied again.

A new SIM card would arrive within two working days. Too bad it was Friday.

Day 5

My family reported that no SIM card was delivered on the second working day. So I did a courtesy call to the help desk.

My math was 1 day off. I try to explain my reasoning: you could have sent it on Monday, so I would receive on Tuesday. Helpdesk math is unbeatable.

Back to the internet. At least that was really wanted. My request to set an access point was denied again. I got a bit annoyed. But the agent was willing to browse through all settings. I kindly denied. Already two of his colleagues had failed.

Day 6

On this day my SIM card was in my mailbox. Great.

I switched the SIM cards. No internet. Moved the new SIM card out and in. No internet. Tried to turn the card around. No SIM card detected and no internet.

Then I lost track of all my attempts. I did a cross test with the new SIM card on the phone of my wife. Internet!

Switched back the SIM card to my phone. No internet. I had no words.

Day 8
My wife had noticed my gloominess. She let me go to a computer shop to fix my internet connection problem. In the shop I rattled off all tests I had done like a professional helpdesk agent. Of course some tests were repeated. My phone was still capable to connect with the internet, if I could use the SIM card of the computer shop guy forever. Bad idea.

Now comes the big surprise: he did configure an access point for me. While making remarks about the illogical structure of the web site of my mobile provider.
Alas still no internet.

I was advised to grab my car to go to the nearby shop of the mobile provider. Because I had already cycled halfway, I cycled a bit longer.

In the mobile provider shop I had a longer list of attempts to recite. The man listened to my story and repeated a few attempts. Just to be sure.

“My colleague is resetting the internet.”
“Is this not dangerous?” I asked.

Believe it or not: this man configured the right access point for internet. I was relieved and grateful.

Day 9
What is the lesson learned?

 Provide a good web site. This saves time and shipping costs. And this blog post, which might go viral.
 Test the SIM card before migration on all kinds of phones.