Same old same old

Despite emailing BT and chasing them several times there's no progress on this issue - I actually like BT as an ISP but the fact is their lines department doesn't want to know and the complaints/support simply cannot route a call or case sucessfully and push it up to the department that could resolve my issue.

I'm not sure what to do now - I am likely to have the same issues with any isp as they are line issues and I won't be able to say "it used to run at..". Maybe another ISP can hammer BT to fix this, I don't know. Last time Bt messed me about I dumped their mobile phone service, it may be time to dump some of their services again, not that it'll do much good. I suppose as a business they are relying on this, they are doing what so many companies do, underfund things, display a reluctance to fix anything if it involves spending money and relly on their frontline people calling everyone Sir to paper over the cracks.

I've worked in plenty of computer support companies and one thing is true, whenever someone comes in and says "we're going to focus on the customer" what they mean is that they are cutting the budgets and require individuals to take up the slack, the idea being that if they kiss arse long and hard enough that a customer will forget their printer hasn't been fixed or their parts haven't shown up for a week. It was the case at a large TPM company I worked for - focus o nthe custopmer followed by a 2 million quid cut in the hardware budget, the security company I worked for, maniacal focus on the customer was followed by a major lack of training (even on our own products) , career development and a major head count freeze. My own department went down from 6 people to 2, all the time while someone was telling me to focus on the customer and was cutting the ability to actually do the job.

This seems to me what BT are doing, the outsourced help desk, no one in the UK to escalate to, very slow response from complaints (how long can it take to escalate an issue and the flooding you're blaming it all on was over a month ago) and an outsourced lines team that simply doesn't want to know add up to this in my book. BT are in the MK city centre pushing their video on demand system, which is funny, they have money for that but not to fix their faults.
Like many people in the coming years I will remember their incompetence and reluctance to invest in the infrastructure in the 00's and probably tell them where to stick their future products.

Think about it BT.