Unacceptable test results, All remaining test attempts cancelled
We are in a bit of a pickle here.
Family of two
App submitted : 27-Sep
Test invite received on 10-Dec.
Mine - Test passed on 18-Dec and updated in the tracker on 30-Dec.
Wife - Test passed on 20-Dec, on 30-Dec she received an email stating her test results are unacceptable and all her remaining attempts are cancelled.
Scenario :-
We have a spotty internet connection in the work room (bonus room). While I gave the test, I did not face any such connection issue (Disconnects my meetings calls/sessions frequently whenever I work from home). My wife's case was bit unfortunate. Her test got disconnected at question number 12. She tried logging back again, it won't work. She came downstairs from the bonus room and explained me what happened. I told her to reconnect from the spare table in the living room.
When she started the test, it resumed the same session and restarted at question number 12. Between disconnection and reconnection, there could have been a 5 minute time gap. She proceeded with the test and passed (temporary result). She received an email on 30-Dec, stating that her test results are not accepted due to unconfirmed technical issues (wifi, computer issues, connection failure, camera issues, other apps running on your computer, not visible at all times in front of the webcam).
As per the email from IRCC, she will be given a new test invitation sometime later (no time lines mentioned). What are our options in this case ? Tried the 1800 number multiple times with no luck of reaching an agent (To explain the internet disconnection issue (Telus) and getting another test invite sooner rather than later. Any suggestion/recommendation is greatly appreciated.
Thank you.