The issue
Nikhil* has an Airbnb property 80 kilometres from his family home. He took the day off work to drive to his property so he could be there while a technician fixed an issue with the property’s internet.
Despite reassurances throughout the day that a technician was on the way, no one showed up.
The investigation
At 6pm, Nikhil got a call to say the appointment had been delayed by two weeks, leaving his property without internet and Nikhil with a wasted day.
The outcome
Nikhil contacted the TIO because he had lost confidence in his telco and could not afford to take another day off work unless he was assured that they would come.
*Name changed for privacy reasons.