Are Pipex/TalkTalk, BT and Virgin Media in a contest to be the most incompetent UK telecoms company?

Right… Standby for a pointless complaint about an insanely incompetent British company. Indeed, companies. No enlightening information. No message for Mankind.  Just a rant… You have been warned… What’s the point of having a blog if you can’t have a rant?

Is there actually no competent telecoms company anywhere in Britain?

Really.

A serious question.

BT treats its customers with much the same care and respect as the Libyan and Syrian governments treat its people.

But Pipex/TalkTalk appears to be in some sort of heavy-handed contest with BT and Virgin Media to win a prize as the most PR-stupid and professionally incompetent telecoms company in the UK. They seem to manage to be devious, deaf and incompetent simultaneously. At least Virgin Media is not devious, it’s just plain incompetent.

Virgin Media claims to have the fastest broadband in Britain but, in my first-hand experience, its broadband does not work for 60% of the time and constantly drops. Someone else I know reckoned, for her, Virgin Media’s broadband was perhaps 10% the speed of her former BT line for 90% of the time. Perhaps it has the fastest broadband in Britain over a measured two second spurt. Try to get any customer service, of course, and you might as well be trying to play football underwater.

As for Pipex/TalkTalk…

In the last five weeks, I have had five cold calls from them using an 0161 (Manchester) telephone number but actually phoning from abroad to avoid the restrictions on cold calling within the UK. When I asked the man with the Indian accent where he was phoning from, he said South Africa.

At least Pipex/TalkTalk’s people are comprehensible, if unwelcome. BT, in my limited experience, have ‘help centres’ in ‘proper’ India staffed by unfortunate people with accents more incomprehensible than drunken Glaswegians wearing gas masks. That’s not racism, it’s a rant against BT’s stupidity in having foreign help centres. They might as well have their help centres staffed by deaf mutes in Guatemala for all the good they do. When will BT realise that saving money on help centres costs them more in lost customers and disastrous damage to their already low image?

I used to be with Pipex. I left because they were generally incompetent, they couldn’t actually supply me with VAT bills and two separate Pipex people told me I had to make phone calls to them not use the internet because the Pipex online service was “insecure”. Not reassuring in a telecoms company. What I didn’t know then but do know now is that apparently Pipex routinely cut off customers who left them before the changeover date for a new supplier so that customers were left without a line.

Now they are trying to tell me they are part of Pipex/TalkTalk and are a brand sparkling new company and offer sparkling service.

I think Colonel Gaddafi’s spokesman has been saying much the same thing about the Libyan regime every few weeks over the last few months. I can’t say I’m convinced.

I work on the principle of three strikes and you’re out.

If I get cold calls, I ask to be removed from the list of the company. After trying this twice – or, if they’re lucky, three times – the phrase “Fuck off, you cunt,” tends to get used in the hope they put me on a list of people who perhaps don’t altogether want to be cold called and might just hurl random verbal abuse at anyone who calls me.

If I forced my way into the home of the chairman of Pipex/TalkTalk five times in five weeks, I somehow think the sentence “Fuck off, you cunt,” might be very justifiably used by him to me. If someone forces their way into my home, uninvited, via my telephone line, I feel much the same applies. If you come into my home uninvited, you can’t complain I am being unreasonably impolite if I tell you to fuck off out of it again.

I find “Fuck off, you cunt,” is often an effective deterrent to unwanted calls and far less hassle than complaining to any alleged regulatory body. With luck, the company has some list of abusive potential customers. Pipex/TalkTalk seem not to understand the words – simple enough to understand, I would have thought.

Like I say, five calls in five weeks.

Clearly they think it is good PR to circumvent the UK restrictions on cold calling by phoning from foreign soil. And clearly they think it is good PR to keep calling an ex-customer who is not a current subscriber and who had zero interest in re-joining them even before these annoying phone calls.

They’re not alone, of course.

I had much the same trouble with BT. I eventually left them when they would not stop making marketing calls to me despite the fact I was on the Telephone Preference Service list to receive no calls.

“We can’t stop marketing calls,” I was told by two separate BT Helpline people. “It’s another department… No, I don’t know which department. It must be one of our marketing departments.”

A friend of mine tells me the tale of BT harassing her dying mother with marketing calls which could not be stopped. It added to the distress of her mother in the months before she died. This same friend has had  a worse time than me – she herself had hassle from BT marketing calls for months and now has had computer-generated calls from Barclaycard for six months (using an array of different originating numbers and still continuing) because their computer got her confused with someone else. The calls say – “Please call this number”.

Can she get the calls stopped by calling the number(s) given? No she can’t. Can she get the calls stopped by writing to Barclaycard? No she can’t.

I am currently with the very efficient Sky TV, though their lines are supplied by the appalling BT and occasionally drop in two of my rooms. But, unlike the utterly unspeakable Virgin Media lines, at least they work almost all the time.

Sky seem to be the only British telecoms company that has anything like a customer-friendly policy – or a broadband service that works – or any corporate ideology that values PR.

So Rupert Murdoch is OK with me.

But perhaps I am tempting fate…

(There was a later mention about this in my blog on 22nd May)

Scots wha hae an aggressive voice and Scots wha dinnae – Rab C Nesbitt versus Gordon Jackson

A few years ago, a Liverpudlian friend of mine who is of Indian descent (by which I mean to explain she has a gentle voice) went to Glasgow for the first time.

When she came back, she told me: “At first, I couldn’t understand why everyone I met was so angry and why they were all so angry with each other. Then, after about forty minutes, I realised it was just their Glasgow accents.”

That was no joke. She genuinely was initially confused.

It came to mind today when I heard Glasgow comedienne Janey Godley discussing Scottish football managers on both BBC Radio 4’s Today programme and on BBC World Service’s lunchtime Newshour. (There are now seven Glasgow-born managers of English Premier League teams.)

“There’s something that’s come through so much today,” Janey said in the Newshour interview, “and it’s that a Scottish accent equals aggression. It’s something that people like me have had to fight for a long time. People don’t say I’m a strong comic; I’m called a tough, aggressive comic because of my accent. But our accent isn’t always synonymous with aggression.”

Janey puts the “don’t mess with us” accent down to “gritty Celtic upbringing” in Glasgow.

But the bizarre other side of the coin is that British telephone call centres are often based in the lowlands of Scotland because a Scottish accent is also found by English people to be comforting and honest.

I am old enough to remember when this started and it was specifically to do with soft-toned Glasgow-born actor Gordon Jackson who, in the early 1970s, appeared in the high-rating ITV series Upstairs, Downstairs as calm, reassuring and authoritative butler Mr Hudson.

To cash in on his TV image, a financial services company had him voice their TV commercials and their business rocketed. He – and other Scots ‘voices’ – became much in demand for financial ads. One bonus was that, unless the words were rasped out in a clearly scummy Rab C Nesbitt type accent, the English were unable to socially place any Scottish accent: they could not label the accent as belonging to any particular ‘class’ or any particular area… the accent was just “Scottish” and came with images of financial probity and Mr Hudson style trustworthiness.

Cliche images, of course, are a fascinating area of illogicality. as with Rab C Nesbitt AND Mr Gordon Jackson both being the epitome of cliche Scottishness.

The Scots have an unusual dichotomy of cliche images. They are seen as both drunken petty criminals and morally-strict Calvinists… as both penniless jack-the-lads and dead-honest people canny with their money.

Perhaps Sir Alex Ferguson of Manchester United lies sandwiched somewhere between Rab C Nesbitt and Gordon Jackson.

Bad language in Scotland?

Last night I went to a very interesting talk at the British Library by author and publisher James Robertson about The Guid Scots Tongue.

It was a bit like Scots comic Stanley Baxter’s legendary series of Parliamo Glasgow sketches in his 1960s and 1970s TV shows. But with genuine academic credibility.

James Robertson seemed to confirm that Old English developed into Middle English south of the border and into the “Scottish” language north of the border and that, ever since then, people have bemoaned the ‘fact’ that Scots is dying.

I remember Melvyn Bragg saying in his ITV series The Adventure of English that, before Henry VIII, English was a dying language only used by the underclasses. The upper ruling elite spoke Latin and Norman French. But, when Henry decided to split from the Roman Catholic Church so he could knob the wife of his choice, he created the Church of England and commissioned ’The Great Bible’ – the first authorised translation of the Bible into English not Latin. This was distributed to every church in the country and rescued English from its decline and possible extinction.

Last night, James Robertson pointed out that, when King James VI of Scotland took over the English throne in 1603, became King James I of England and brought the Scottish court to London, one of the things he did was to commission the 1611 translation of the Bible into English – the Authorised King James Version of the Bible – which was distributed to every church in England, Scotland and Wales. Ironically, it was never translated into Scottish and this strengthened the hold of the English language in Scotland.

My mother’s grandmother could not speak English until she came down out of the hills. She was born and brought up in the Highlands of Scotland and spoke Gaelic – pronounced Gaah-lick not Gay-lick. She only learned English when she came to the village of Dunning in Perthshire. Or, some might say, she only learned “Scottish” when she moved to Dunning.

Historically in Scotland, after a certain point, Gaelic was the language of the Highlands and so-called “Scottish” was the language of the Lowlands.

I have never believed there was such a language as “Scottish”. To me, it’s clearly a dialect of English (as opposed to Gaelic which IS a different language). Wikipedian debate will no doubt run for decades about it.

If you disagree, haud yer wheesht, dinnae fash yersell aboot it and try no to be too scunnered.

Most languages, dialects and accents are a dog’s dinner of sources. Fash apparently comes from the Old French fascher and ultimately the Latin fastidium. Scunnered apparently has its origins in Middle English. Nothing is pure, not even Baby Spice. Only the French try (unsuccessfully) to keep their language pure.

I was born in Campbeltown near the Mull of Kintyre on the west coast of Scotland. My home town pipe band played on possibly the dreariest song any Beatle ever wrote. When I was three, we moved to Aberdeen in north east Scotland. My parents had friends along the coast in Banffshire where the locals speak to each other in an almost totally incomprehensible dialect which theoretical academics now apparently call Buchan. I call it bloody incomprehensible.

A few years ago at the Edinburgh Fringe, I think I saw a comedy show entitled 100 Shit Things About Scotland though I can’t seem to find any reference to it. Maybe I just imagined the whole thing. But one of the 100 shit things about Scotland I thought I heard was the fact “There are some accents even WE don’t understand”.

Bloody right. Buchan fer yin.

When I was eight, we moved to Ilford in England – it is theoretically in Essex but actually on the outer edge of East London. Over the years, I’ve lost my accent; I never chose to.

So what I’m trying to tell you is I’m interested in language. Perhaps you guessed that.

On the version of the recent Census form distributed in Scotland there is, for the first time, a question about whether you can read/speak/understand not just Gaelic but also the so-called “Scots” language – though how many supposed Scots language variations there might be I cannot even begin to imagine. The words people use in Dundee, Glasgow and Thurso are very different.

There are some great common words. Dreich is almost un-translatable into English in less than an entire paragraph. Crabbit is just a great and appropriate sound. As is Peelie-wallie and many others. But there are amazingly diverse words all over the UK – Perth, Glasgow, Edinburgh and Aberdeen have wild variations in words, let alone Tyneside, North Norfolk, the Black Country and Devon. They are not separate languages, though.

English is a wonderful language because it has so many variants and has hoovered up so much from other languages – cascade, table and situation are all unchanged in spelling from the original French but pronounced differently. The arrival of radio, movies and then television may have homogenised the English language and be slowly eliminating a lot of dialect and accent variations but, with English now the de facto world language, there are going to be hundreds of variant languages growing up in coming years to rival past pidgin English.

Indeed, this seems to have already happened with BT call centres in India. I don’t know what they are speaking, but it’s no form of English I recognise.

Perhaps I am just mare than a wee bit glakit.

Several times in bookshops, I have picked up Irving Welsh’s novel Trainspotting and looked at the first page then put it back on the shelf. It looks too difficult to read, though lots of English people have, so it must just be wee me. I remember at school in Ilford, for some extraordinary reason, we had to read Sir Walter Scott’s novel The Antiquary and I found it incomprehensible in places; heaven knows what my English classmates made of it. They never said. Must be just me.

When I edited Scots comedienne Janey Godley’s autobiography Handstands in the Dark – which reads a bit like a cross between Edgar Allan Poe and the movie Gladiator – the two of us had to decide how to write quoted dialogue which could be printed on the page, as she was brought up in East Glasgow where dialect, slang and strong accents prevail. Should we write it with all the dialect words intact or spell words phonetically? Both of those would mean it might be difficult for readers in London, let alone New York or Sydney, to understand.

Eventually, we decided to slightly Anglicise the dialogue but to include Scots words which would be easily understandable to non Scots… and to print some words phonetically so there would be a feeling of accent – for example, we printed the “police” as the “polis” throughout, because that is how it is pronounced in Glasgow and it is a distinct yet not too confusing word. It felt like you were reading genuine Scots dialogue, even though it was slightly Anglicised. I was wary of using the Glasgow word close, which means an indoor stairwell, because, in Edinburgh, it means an outdoor alleyway.

It’s a sare fecht.

Look, I could go on for hours about this. Think yourself lucky it stops here.