It seems like so frustratingly often that the very people that go out of their way to assure everyone that they know what they're doing, are actually hopelessly lost. In this case, it sounds like the "ex military intelligence" on staff could very likely have been making that whole prior life experience up. Like, how do you end up in a situation where you assume that your building will have working internet when the power's out? Something doesn't add up there. For some more tech support drama check out the time that a tech support employee got fired and unfired on the same day.
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