SALT LAKE CITY — For most people, a large part of their daily lives depends on having a reliable Internet. So when a Salt Lake City woman’s internet connection went down and she couldn’t get a clear answer about when it would be restored, she turned to Gebhardt.
“We’re not getting anything out of this,” Sally Nielson Berg said of her home’s internet connection. She said, “Just keep saying, ‘I’m looking for a network.'”
Neilson Berg’s internet has been down for over a week. Her calls to her Internet service provider, Google Fiber, started off promisingly, with an automated message saying, “We already have a team on the ground working on this issue.”
But every time I call I get the same message. Adding to that frustration, the promised date that her connection would be restored continues to be postponed.
Nielsen-Berg says it’s affecting both her and her tenants’ ability to work.
“When you call customer service, they don’t update you on what’s going on or what work is actually being done,” she said. “That leaves us quite lost.”
Neilson-Berg points to the Google Fiber router outside her home. (KSL TV)
After not getting a clear answer from Google Fiber about when her internet would be restored, she decided it was time to contact KSL investigators.
KSL investigator Matt Gehart contacted Google Fiber on behalf of Nielson Berg and was put in touch with someone at the company’s offices.
A spokesperson responded: “Customers are entitled to worry-free internet service, so we take any disruption very seriously.”
About an hour later, Neilson-Berg said a real person from Google Fiber showed up, looked into it, and determined this was the easiest fix ever. She needed to reset her router after she did some work in the neighborhood.
After unplugging it and plugging it back in, Nielson-Berg’s home internet was back online.
She said she was “amazed” by the simplicity of the fix and wondered why Google didn’t tell her about it during multiple calls.
“This could have been a very quick solution!” Neilson-Berg said.
