Most of the time I’ve lived here I’ve used Telefonica/Movistar as my phone and internet provider. The few times I’ve jumped ship and fallen for a cheaper offer by another provider has always ended in disappointment. One of the things I like about Movistar is their customer service. So when I suddenly stopped getting regular tv reception (the apps still worked) I got in touch. Well not exactly, at first I kept unplugging, rebooting, etc the little tv modem (there’s also a larger modem for everything else that’s working fine). They have separate remote controls. So there I was thinking that I’d have to get the little modem replaced and then I remembered I could just call them!

Well, I waited fifteen minutes to to talk to a técnico while listening to the most annoying background music ever interspersed with constant reminders that my call was important, etc etc. But I wasn’t going to give up. I just kept the phone on speaker beside me while I worked on other stuff. Then suddenly a human voice!

I explained the problem. No tv reception for over a week, the little modem turns on but then immediately shuts off, everything else is working fine. The very nice (and as it turned out very patient!) lady asked me to do this and that while she checked things on her end. Then she turned my tv on remotely! And there was the regular tv service but I still couldn’t do anything with it, change channels, etc. So she tested a couple of other things and in the end… turned out it was DEAD BATTERIES IN THE REMOTE CONTROL.

This whole time I had her on speaker as I tried everything she suggested, she even waited while I changed the batteries. Still nothing. THEN I remembered I had a fresh packet of batteries and said I would try again. Again she waited. Success! And omg I felt like such an idiot. To her credit when she asked me if there was anything else she could help me with today I didn’t detect even a smidgen of sarcasm in her voice. Then she said I would receive an email asking to rate the “experience” and said it would mean a lot if I could respond. Still waiting for the email and she is going to get the best rating possible.

Now I know why it took 15 minutes to get through to a técnico… it’s because idiots like me are calling in and wasting everybody’s time.