Pipex: a resolution

27 August 2008

Time to conclude the tale of woes I went through trying to repair my internet connection (previously documented here and here). I got a working connection on Friday, 22nd August – 12 days after my connectivity first disappeared – when a Pipex/Tiscali engineer came around to my house.

The solution?

A new router. Specifically, a Thomson Speedtouch, supplied free by my ISP. Both the Netgears I tried weren’t up to the job, apparently, despite having worked for four years prior.

(I think what happened is that, after a failed attempt to migrate away – another broadband provider being incompetent – that when my MAC code expired, my line became a “new” Tiscali line, which all of a sudden only works with their own modems).

Anyhow. Back online. The disappointing thing is that if I’d been able to get through to a second-line engineer on the Tuesday after my problems had occurred, I might have been able to get through to UK-based support sooned, and had an engineer around over a week prior to the 22nd.

As it was, I became stuck in call-centre hell. All the first-line support staff at the call-centre were courteous, and concerned about my problem – especially when they saw from their own (well-kept) records how long it was taking to solve.

When I escalated the issue, the team in the UK at high-level and network support were all sharp, courteous, and quick to call me back or track progress. It was they who ultimately asked from an engineer to come.

The engineer himself was courteous and sharp, and had the decency to contact me several times when he turned out to be running late.

The gap was in “second-line support” – essentially, call-centre staff who perform more technical tasks, such as testing the line. They consistently failed to call me back when they said they would, and given I needed to be in to respond to their tests, this made it impossible to progress beyond them. Added to that, it was impossible to be transferred to them; they had to call me back direct. As a result, I frequently called to report that they had failed to call me back, only to end up back at first-line support again.

Still, we’re back online, and that’s what matters; it’s a shame it had to play out like this, though. For now, I’m just sticking with this ISP for the time being. Having a connection is better than no connection, at the moment.

(As a footnote: when I signed up to Pipex, about four years ago, they were not the cheapest, but they had dedicated, knowledgeable support staff in the UK, on the phone from 8am to 8:30pm. They’ve now been bought by Tiscali – something they never informed me of – and the quality of service just isn’t the same.)

I wrote last week about my lack of broadband service from Pipex, and thought I should write a follow-up to that post. The news is, frankly, not good. When we left matters, BT were looking into a fault on my line, and I’d emailed the whole sorry story to some very senior Pipex staff.

Friday, 15th August

BT contacted me at lunchtime to tell me the fault on my line had been fixed.

2pm: Tiscali High-level Support (or words to that effect) call me. I explain that BT say they’ve fixed an issue, but if they haven’t, I will call my contact there back first thing on Monday

7pm: Get home. Plug router in. Phone is fine; ADSL is down. I phone BT and speak to Lee. Lee runs a test on my line again; the line is in very good health, he tells me. Suggests I talk to my ISP; the modem at the exchange might need re-syncing after the fault on the line was repaired.

Monday, 18th August

I call my contact in High-level Complaints, to explain that BT found a fault on the line, fixed it, but this made no difference to my lack of ADSL. She tells me that an engineer will phone me back around 3pm, and that she will give me a courtesy call around half four.

No engineer phones by half four; I try to call high-level support but it seems like there’s no-one on Tiscali front-desk to put me through. I call the standard support line. (Update: my high-level support contact confirms she did try to call me, but called my home number. I’d like to clarify that the problem has never been the support staff, either at Head Office or in the callcentre, but specifically the engineering staff).

I speak to Ricardo in front-line support. He tells me he will do everything to solve my problem, and that an engineer will call me back.

At 1815, an engineer calls. He proceeds to do the same diagnostics everybody else has so far. I point out that all I’m waiting on is the test where the line is unloaded, and that the router is unplugged, so he can just do that and we can proceed.

He points out he thought the router was connected, and could I plug it in? I explain that no, I’m not at home. He tells me I need to be at home for these diagnostics: they need to do a test with the router connected and with the router disconnected at the same time.

I point out that every single time I have been home for a call from engineering, they have failed to call me.

He asks me when I am next in. After some discussion – in which I point out that I will gladly be at home if they can guarantee they’ll phone on time – he tells me an engineer will call some time after seven on Tuesday night. I will be in to receive that call. If I am, we can perform the tests, and hopefully get this fixed.

It is now nine days without service; this is the second time I’ve spoken to a second-line engineer, and the fourth time that second-line engineering has failed to call back when they say they would.

I make my point quite clear: I will wait for second-line engineering to call on Tuesday night. If they do not call on Tuesday night, as they have promised, on Wednesday morning I will ring the cancellations department and look to close my Pipex account as soon as possible.

Eight days. Ten phone calls. No progress.

Tuesday, 19th August

I get home at about half five.

Tiscali High-level Complaints call at half six, to see how I got on with engineering. I explain that they were three and a half hours late calling me back, and that they couldn’t do anything because I was at work. I also explain that they’ve promised to call me back at some time after 7pm tonight. High-level support/complaints explain that they’ll call again on Wednesday to see how I got on.

No-one has called by 10pm. I go to bed, because I’m coming down with something like a throat infection.

Wednesday, 20th August

It is now nine days since my broadband connection disappeared. This morning, I am calling Pipex Cancellations to acquire a MAC code (a process they’ve already manage to mess up for me once before), and I’m moving to Zen as soon as possible. I may well transfer the fault, but I’d like to transfer the fault to someone who’s got some experience in customer support.

Again, I will be emailing this some senior staff at Pipex, and attempting to be reimbursed for the lack of service I’ve had since last Sunday.

Many of us linked to Clay Shirky’s great talk at Web 2.0 last week, where he described the “cognitive surplus” bound up in millions of man-hours spent watching TV. We read it, and nodded, and grudgingly admitted he was right. I mean, he has a point.

I’m somewhat envious of Chris’ slightly more considered reaction:

“I’m a bit shocked at the general protestant work ethic undercurrents. It’s not a cognitive surplus; it’s a way of coping. The real question is why these people are creating Wikipedia when they could be sleeping instead. We’re processing hundreds, if not thousands of times more information per day than previous humans – how are we meant to make sense of it all if we have no downtime?”

Envious in that some days, I wish I had the balls to say “hang on a sec“.

Chris makes a good point. He also got me thinking a bit about the issue. And I think it’s important to note than when Shirky says “television“, he has a very particular meaning of that word. He’s describing a combination of the medium itself and a particular use of that medium.

Specifically: he’s describing consumption without choice. So to all of you fans of The Wire worrying that he implicated you, don’t worry.

To my mind, Shirky is describing the (depressingly commonplace) reality wherein the television is not something you turn on, but something that is on.

I was talking to Alex about how much TV we watch a week, and whilst we thought it was quite high – six to seven hours, tops – I pointed out that most of that is television we have actively chosen to watch. This week, it’ll be Doctor Who, Battlestar Galactica, Mad Men, Pulling, Peep Show, and of course, The Apprentice. But that’s about it. We rarely ever turn the TV on “just because”, and if we do, it’s usually me doing it – and the first thing I reach for is the EPG. On top of that, we probably won’t even watch that all in real time, but PVR it to watch when’s more convenient.

We are very much in control of our television watching.

We are not the kind of customers TV companies would like us to be. These days, TV is designed to be sticky; something you consistently choose not to turn off. Trails, stings, picture-in-picture; all are designed to stop us “touching that dial”. For a network or station, there’s no difference between changing the channel or turning the box off. Everything’s designed to keep you there.

This is how it’s been for decades, and why, in houses around the world, the TV is a constant presence; once you’ve turned it on, it entices you to keep it on, and so rather than making a choice of next action… you keep watching.

(Incidentally: whilst TV has always been a medium of choice for me, radio is something I often listen to “just because”. Radio’s incredibly sticky… and yet it’s less obssessive about being sticky, I guess because the likelihood that you’re already doing at least one other task – driving, working – is high. Radio’s always been designed to multi-task).

The thing that I have in common with the Wikipedia editors, when I sit down to watch an episode of Doctor Who is that I’ve chosen to do so. Wikipedia won’t edit itself, and you can’t just do it passively; have to actively decide: “I am going to edit some Wikipedia“. The truth of the web – something we can’t say for TV – is that it’s easier than ever to switch from the passive mode (“I’m just browsing some Wikipedia“) to the active mode (“that’s a mistake; I should change it“) – and even back again (“ooh, that link looks interesting“). There’s no possible passivity in creation, but it’s possible to return to a more active state having created.

And so the world Shirky describes as preferable to the constant passivity of TV is not one of constant production, constant creation, but one where “passive” and “engaged” are two ends of a sliding scale – and that it’s the inner of that scale, not the edges, that is most commonly inhabited.

“…the thing that makes participation valuable is that someone’s there to read it.”

And the more I think about this, the more reductive I think it is to describe the TV/not-TV perspective as being one of choice/not-choice. Indeed, most of us fall into neither the “hardcore” all-choice category – constantly running things and editing pages and creating stuff – nor the “totally passive category”; rather, we hover around the middle, scaling up and down to either end. That’s something that’s often forgotten in all the 70-20-10 discussions, where someone invariably flashes a pyramid up in their slide deck: the thing that makes participation valuable is that someone’s there to read it.

The thing that makes being a ten-percenter worthwhile is the seventy percent.

And we’re not all ten-precenters, all of the time; the ten-percenters are going to stop creating for a moment, and become part of their audience. I think that’s something we lose track of in all the “culture of participation“: when do we stop to take in all the things we’re participating in? Chris put this well:

“how are we meant to make sense of it all if we have no downtime?”

I don’t think we can.

This isn’t all to say that Shirky’s point is invalid, or that he’s incorrect – far from it. More the thinking that there are subtleties contained within his talk – and the ideas it stands for – that need to be considered sooner rather than later, before we all start parroting the same lines in our own presentations. By exploring what we understand our own work ethic to be – and examining the choices of how we spend our time – we can make better judgment and make better consideration of how other people spend theirs.

“Only once you can automate the boring processes and provide free time do people have to worry about what to do with their free time.”

The other interesting thing that came out of my chat with Alex was the importance of remembering what the pre-industrial society looked like. Alex pointed out that the Victorians essentially invented the concept of “personality“. Prior to then, shaping one’s individuality was harder simply because there was less free time; the rural lifestyle shapes the individual around the seasons, the environment, the wider group. Only once you can automate the boring processes and provide free time do people have to worry about what to do with their free time. Gin filled that niche for people who really didn’t know what they wanted to be, let alone do. TV is the same: it was progress, and at the time of creation, there were fewer more compelling alternatives.

It’s only recently that the barrier to creativity/productivity has been lowered to the point that it’s a viable alternative to watching TV. Compare the number of people with blogs to the number of people who published zines thirty years ago – a big part of the barrier to making a zine is the amount of time necessary to assemble it, photocopy it, and distribute it. Now, anyone can throw up a website in an evening and potentially have more readers than many of those zines. Since the 1970s, creating-for-pleasure has become much easier, and it’s worth remembering that when we try to illustrate the diversity of alternatives to passive staring at the TV…

HG Wells on the ‘World Brain’: “We want… a universal organization and clarification of knowledge and ideas… what I have here called a World Brain, operating by an enhanced educational system through the whole body of mankind… a widespread world intelligence conscious of itself…“. Wells is a real hero of mine; ahead of his time, and yet so perfectly of it. This long quotation, on a global store of knowledge that requires permanent curation, is an interesting find. [via oreilly radar]