I’m mad, but so is BT

My blog on dealing with a typical British industry, BT (British Telecom), their surreal behaviour, and incompetence, and its toll on my mental health.

I’m going to take time out from writing about writing and madness to describe my difficulties with BT (British Telecom, the main telecommunications company in the UK – they provide the lines, but other companies can also provide the calls, which is altogether a rather bizarre situation). It is relevant to my blog though because it’s been such a distraction to me, and has taken up a large amount of time I could have spent much better doing worthier things. The problems have become something of an obsession – I find myself thinking about it a lot of the time, which is never a good sign for someone with mental health problems. At several points I have felt like giving up, but then thought damn it, if not me, whom? I suspect my difficulties in dealing with a big company are not unusual, but most don’t have the time or energy to pursue the culprits.

I think BT is fairly typical of British (perhaps most western) companies (and the public sector, including education) today: it’s too big, it outsources too much, it uses overseas call centres, and generally making it difficult for the individual customer to get anywhere with it. Its online system seems designed to sell, and not much else. The big managers, who make the big money, insulate themselves as much as possible from the customers, or “clients”. They probably have no idea what’s going on, and probably don’t want to.

It all started innocently enough just under year ago when BT phoned me, right out of the blue. Now I will swallow my pride here, and admit that it all serves me right for breaking my vow of never answering the phone to an unknown number, let alone never making a decision during a phone call. But the chap was very persuasive and informative: did I know that BT fibre optic “Infinity” broadband (very fast broadband, up to 80 mbps), was available in my area? I didn’t, and I was pleasantly surprised, because I live in a Scottish village pretty much in the middle of nowhere, so I had been expecting to get super fast broadband sometime around 2269. Furthermore, said this helpful and cheery chap, BT had an offer on, where they would give me BT TV on a special introductory offer for something like £10 a month for the first year. It would save me altogether £30 a month or so compared with what I was paying Sky just then. I was a bit incredulous: you mean I could get Sky Sports and Sky Cinema too? And all my other usual channels? I quite like Sky. They have a good range of channels and everything just works (most of the time). Yes, he said, you will have everything you have now, but it will be £30 a month cheaper. AND you will get UHD (4k) TV? Really? YES! Wow. What about Sky? He said BT would deal with Sky and sort out everything – I wouldn’t have to do anything. So I agreed. Emails detailing the contract were promised and an appointment with the engineer arranged for the near future. And BT would sort out EVERYTHING!

The engineer arrived the next week and set up the fast broadband with a new router and BT TV. Oh no he said, BT won’t sort out Sky TV; who told you that? You’ll have to speak to them yourself. BT would only take over Sky Broadband. But I had never had Sky Broadband – I’d always been with BT! Funny BT didn’t know I was their own customer. PIECE OF BT RUBBISH No. 1. I told the engineer I had never received the email contract, and he said he would have to send it again. PIECE OF BT RUBBISH No. 2.

Eventually he got my admittedly rather sophisticated television working with the set-up. Everything seemed to work and off he went. I started to explore the channels. It turns out there’s hardly anything to watch in UHD. But more importantly, where were Sky Movies and Sky Sports? I only had Freeview channels. Oh you have to order those separately said BT. I THOUGHT I ALREADY HAD. PIECE OF BT RUBBISH No. 3. But to be fair the price was as stated. But what was this, BBC News channel in standard definition? Where is the high definition version? It turns out that Sky beams everything down to you from their little satellite, while BT just sends the special stuff down the line, and picks up the Freeview channel from the air (confused yet?), and in my area I couldn’t get BBC News in HD. No one had explained that to me before. PIECE OF BT RUBBISH No. 4.  Talking of explanations, where was my promised contract? Needless to say, it never arrived. PIECE OF BT RUBBISH No. 5. But the good news was that I now had Sky Sports and Cinema. Or rather, I had Sky Sports 1 and 2, not all the Sky Sports channels, including Sky Sports News. Turns out these aren’t included, and the cinema package was similarly crippled. PIECE OF BT RUBBISH No. 6. And even worse, the channels I did get were only in standard definition, which is nearly as bad as watching black and white. It turns out that BT don’t provide them in HD. PIECE OF BT RUBBISH No. 7. So much for providing every thing I had before with Sky; I consider this PIECES OF BT RUBBISH No. 6 and 7 together to constitute mis-selling. I am tempted to use stronger words. If I had been told this at the start I would have put the phone down after ten seconds. So it was a good job BT hadn’t closed down my Sky contract after all, and that I had kept my Sky Box connected. But instead of having a perfectly satisfactory Sky contract, I now had a perfectly satisfactory Sky contract,  fast internet, and a perfectly unsatisfactory BT contract, and I instead of saving £30 with faster broadband, I am paying £50 more than I thought I would be.

And don’t get me going on the television box. I never did get the knack of the forward and rewind, but this might have been my clumsiness. It did keep on crashing though, which wasn’t me. It’s the software, not the hardware, and it will probably improve with time. I still consider the functionality to be PIECE OF BT RUBBISH No. 8.

Months passed. I seethed inwardly. I thought about complaining but as my regular readers will know, I was very ill, and had enough on my plate, as my gran would have said. After all, in the great scheme of things I haven’t been left without emergency cover, and I did have fast broadband. And TV. Two TV systems in fact, one though I never used.

But as the bills mounted up I seethed more and more, and then one day, I got a Sky Q box. And it worked just fine. Tidying up the wiring I decided I had had enough, so I packed up the BT TV box. This is crazy, I thought, so I went to the BT site to work out how to make the point that I thought service hadn’t been that great. I also wanted to find out when the BT television contract ended. The only thing I could find on their site was phoning someone up, or an online complaints system. So I filled in the complaint form.

At this point, if they had just said we’re very sorry, there seems to be some misunderstanding, and we’ll let you off your television contract a month early, I’d have been ecstatic. But they didn’t. They didn’t even understand what I was talking about.  PIECE OF BT RUBBISH No. 9.

From now on things become increasingly surreal. One has to be careful here because it turns out that the BT complaints system is nothing more than a glorified out-sourced call centre, and some people think you can’t criticise call centres based in other countries without being a racist. I have no great objection to call centres as long as they work, but the problem is that usually they don’t. I find I often have difficulty understanding what the person is saying, and they certainly don’t seem to understand me. (I don’t think that’s a racist thing to say, but these days, who knows.) I do feel slightly aggrieved that British Telecom outsources these jobs to non-British people, but that’s globalisation for you. I also feel sorry for the workers in these places: presumably they are poorly paid, crammed into a room, and spend hour after hour having to deal with irate people. No, it’s the senior managers who deserve our wrath.

I remember reading an article in the press by a BT manager saying that their Indian call centre was wonderful but some of their customers were disgustingly rude. There is no excuse for rudeness but I can see why people get so upset. I bet the head of BT doesn’t try to resolve their problems by going through their call centre. I don’t think it’s a sensible way to run a complaints system – and certainly it shouldn’t be the only way. PIECE OF BT RUBBISH No. 10.

So the first response was an email back saying that they were very sorry my equipment wasn’t working, and did I want an engineer to come out?

What? I replied saying that wasn’t the real problem. I hadn’t made myself clear. I repeated about the mis-selling.

They replied saying they’d been trying to phone me …

I replied saying my hearing isn’t that good (particularly with foreign accents on the phone, and in any case I prefer things in writing, so could they please not phone me). I repeated again that the main problem was one of mis-selling, and also cancelling my television contract. They’d told me when it ended, but I could get no one to confirm in writing that they had cancelled it from that date as I had asked. The person said they’d need to transfer me to a different department. What, I thought complaints dealt with things when nothing else worked? PIECE OF BT RUBBISH No. 11. The other department would email me.

Oh no they didn’t. PIECE OF BT RUBBISH No. 12. A few days later the phone started ringing. Guess who it was? So now I add to my list of issues that they phoned when I asked them not to phone. Guess how they tried to respond to this? You’ve got it. Let’s add poor customer service to the list. PIECE OF BT RUBBISH No. 13.

So someone was meant to write back. And they never did. PIECE OF BT RUBBISH No. 14.

I left it a while and then complained that they had never answered, through their strange complaints system again. The response was as you never CALLED back. What? PIECE OF BT RUBBISH No. 15. This person gave a lengthy apology in a very tiny font saying that BT values their customers and that people had been spoken to. Don’t they realise how annoying being told this can be when they hadn’t yet done a thing to help? This person said they had revised my complaint and identified that I had issues with BT TV. Yes but not technical issues; they didn’t address at all the point that it did nothing that I had been told it would be, and that it was working out to be more expensive, not less. And you can’t get Sky Movies and Sport HD, I reminded her. Yes you can! she (I think) replied. NO YOU CAN’T I said. Oh no, not in HD, she eventually conceded. And still no one had confirmed that they had cancelled my television contract! PIECE OF BT RUBBISH No. 15 (and I’m almost tempted to make this double rubbish given they deny themselves).

So I decided to try what seems to be the only thing that works these days: tweeting in the public arena. Again, I feel sorry for the poor individuals who are paid to reply to my rants. But at least they respond!

So then I get a bizarre email saying they are sending out an engineer. I never asked for an engineer! How on earth is an engineer going to sort out mis-selling? Their complaints department seem incapable of understanding what the problem is (another issue I have with overseas call centres). I feel sorry for this engineer. There is no easy way I can see on the email of telling them I can’t be in that time (other than phoning). PIECE OF BT RUBBISH No. 16.

I email again, and guess how they respond – yes, you’ve got it, by phoning me again. PIECE OF BT RUBBISH No. 17. I admit I get a bit irate at this point. I keep on saying that now I just want the email address of someone to talk to who understands English, but that is clearly too much to ask for with BT. The one easy thing they could they never attempt to do. By this point my blood pressure is soaring, I have dozens of emails not addressing any of my substantive points, the phone is ringing, the Twitter people seem perplexed, I am still paying £50 more than I used to, an engineer is coming out to sort out a non-existent technical problem, and the managers are still drawing their obscene salaries. And I’ve started obsessing about all this so it is really getting to me and not doing my recovery any good at all.

UPDATE: I think I’m getting somewhere with my Twitter campaign. They want me to send them my telephone number. And then a couple of hours later, I get a message back saying … they’re sending an engineer out tomorrow! I wonder about the ability of their complaints staff to read simple English. Or perhaps I don’t write simple English. Or perhaps now they’re just having a laugh. PIECE OF BT RUBBISH No. 18. I despair. I just want somebody sensible to talk to.

The engineer phones to confirm his appointment the evening before. An excellent idea, I explain the situation to him, and tell him not to come. He is very good. BT GOLD STAR!

If anyone can reduce the above to under 140 characters, please let me know. And if any of them are reading this and feel bad enough about themselves to do anything about it, here is a reminder that my email address is trevor.harley@mac.com.

FINAL UPDATE: I emailed the CEO, and his complaints department sorted it out the next day. BT GOLD STAR! But it shouldn’t have been so difficult. I just wanted someone to talk to. After a while the complain took on a life of its own because no one could be bothered to listen properly.

Commitment and commitments

Some people seem to have more time than others. There are only 24 hours, only 1440 minutes, only 86,400 seconds available for all of us each day. Yet some make more of those minutes than others; they make their minutes count more than the rest of us.

Such a perfect day – how often can we say that, even on those rare days when we are fit, well, and happy? I usually finish the day with a profound sense of disappointment, feeling that I could and should have done more that day, which means that I should have done things differently.

I have just finished reading Mark Forster’s Secrets of Productive People: 50 Techniques To Get Things Done. I enjoyed it a great deal, and there were several thought-provoking points that stuck with me. I must admit it wasn’t quite what I expected from the title; I was hoping for an analysis of how really productive people actually spend their time (see below). Nevertheless Forster’s books are ones I would recommend to anyone interested in time management, productivity, writing, creativity, or generally living a better life.

I was particularly struck by this quote:

“Don’t say you don’t have enough time. You have exactly the same number of hours per day that were given to Helen Keller, Pasteur, Michelangelo, Mother Teresa, Leonardo da Vinci, Thomas Jefferson, and Albert Einstein.”- H. Jackson Brown Jr.

I must admit I thought I hadn’t heard of H. Jackson Brown Jr. before (it turns out that he is author of Life’s Little Instruction Book, which was a bestseller in the early 90s), but I am now sure that I have seen some of his homilies on calendars and tea towels (“Drink champagne for no reason at all” strikes a particular chord with me). Of course the meaning of the quote is obvious and indisputable, but it really brings home how some people seem to have more time than others. There are only 24 hours, only 1440 minutes, only 86,400 seconds available for all of us each day. Yet some make more of those minutes than others; they make their minutes count more than the rest of us. I accept a few people appear to need less sleep than others, but most of us need around seven to eight. Currently I seem to need seven; any less and I notice I really don’t function at all well. Saving on sleep is a false economy (sadly).

So that means I have 17 hours left after subtracting my sleep hours left every day, and let’s assume that a very successful person has about the same. But even the hardest working person must eat, exercise, shower (occasionally), dress, travel, perhaps shop occasionally, keep the house maintained, clean, pay bills, maintain social and family contacts, and so on. I outsource as many of these as possible, and try and cut back on non-essential activities, but there are limits on what you can do. You might be able to prepare two meals at once, but try going out without dressing. Please, yes try it. And maybe you can multitask a bit (although being mindful means to me that when you shower you focus on the shower and enjoying the water, not thinking about something else). So you end up with considerably fewer than 17 hours a day. I also find hard work, including writing and reading tiring, and there’s a limit on what I can that pushes the limit even lower.

Ah, but some will say, the people named in the quote were geniuses: they need less time to get big things done. Maybe. But what makes a genius? Thomas Edison observed that “Genius is one percent inspiration and ninety-nine percent perspiration”, and the latest psychological research shows that he wasn’t far wrong. Success in anything takes real commitment. We now know that although native talent has a role to play in success, above a certain level of intelligence and ability, sheer hard work and the number of hours put in matters much more than most people think. Where do these hours come from?

Are you happy with what you get done? If not, then the key point that struck me after reading Forster’s book is if you want to do more of something else, you have to do less of something you’re doing now. What are you not going to do that you’re doing? I know it seems obvious, but on reflection it struck me as profound point: if I want to do more reading, writing, and thinking, I need to stop doing something else. What?

I probably do less “inessential” stuff than many people. I don’t watch much television; I don’t go shopping; I don’t play computer games; I am fortunate enough not to have to mow my own lawn; and I count writing this blog as work. I’m not addicted (I think) to email and social media, and although I enjoy food and cooking, I don’t spend too long on it, particularly since I’ve gone on my new “diet”, and I don’t spend as much time napping as I used after making substantial lifestyle changes to fight depression. What else can I give up? Perhaps it’s time for a time audit, but they’re quite a lot of effort and I doubt it will show I waste much time. My vices are reading the opinion columns of two newspaper, but that doesn’t take long, and keeps me informed, and occasional shopping on Amazon and iTunes.

In spite of all those I still feel I have too much to do and not enough time to do it all in. I am not alone: most of us feel overloaded all the time. You might be one of lucky few who think they haven’t got enough activities to fill their days, but if so you’re probably not reading this article. We should be trying to drop things from our lives, but often we take on new stuff. We say yes to things that interest us, or yes to our managers (perhaps we have no choice), or we want to write another book or take up a new hobby. These are new commitments. But we start off already over-committed! So every time we take on a new commitment, we have to ask which of our current commitments are we going to drop (or reduce) to make room for the new one? I want to get back to playing the piano. So what should I drop that I’m currently doing, when I already feel under tremendous time pressure?

So if you want to take on something new, or find more time, you first have to choose something to drop something you’re currently doing. Obvious perhaps, and easy to say, but much less easy to do.

Over-loading creates other pressures. Most people I know say they’re drowning in a sea of email. Many have hundreds (at least one chap I know is almost proud to say that he has thousands) of emails in their inbox. That’s obviously inefficient – I bet if you’re one of these people you’re wading through the same emails day after day, and often miss important, job-critical commitments. It involves handling the same piece of virtual paper more than once, often many times. And exactly when are you going to deal with the backlog? Most people say “one day”, but one day rarely if ever comes. (My favourite email tip is one I learned about some time ago – perhaps from a previous book of Forster: never answer an email the same day that you get it, unless the consequences will be really terrible – or, I suppose, unless you’re conducting a romance by email.)

Every successful person I have read about swears by their routine. I’ve talked about creativity and routine before. It’s a little tedious, perhaps, doing the same thing at the day after day, year after year, but successful people make time for their perspiration by sweating it out at the same time, every day.

Managing time is even more difficult for people with mental illness. Illness steals time. The unfairness of it all burns, but I think it has just to be accepted. We will never get as much done as “normal” people.

Finally, I am still very interested in my original idea of how some people to get so much done in a day. I would really love to interview an assortment of politicians, Nobel prize winners, Silicon Valley success stories, and business magnates, to find out what they do differently from me. Publishers and agents: if you want to commission such a book, please contact me! If you think you are particularly successful in life and have tips to share, please post a comment below or email me at trevor.harley@mac.com.