Slooooooow Processing
Posted: Mon 20 March, 2023 Filed under: BT, Business, Customer Services, Domestic Leave a comment »When I moved house back in October, one of the changes I made was to get rid of BT entirely. (That one decision has saved me about £50 a month!)
As part of that, they wanted me to send back the bits of BT kit that I had, which is fair enough. That was all sent mid-October using their own pre-paid envelopes, and I got a confirmation on 3rd November that everything had been received. So that was all fine.
However, on Friday I then got another message, this one confirming that I’d actually returned the stuff I’d been allocated – rather than, apparently, any other old random crap – and that they’d *now* recycle or dispose of it all.
So, five months to process the returns. That really does tell you everything you need to know about the efficiency of BT, doesn’t it?
Energy Bill Saving – A Followup
Posted: Sun 13 November, 2022 Filed under: Customer Services, Cynicism, Domestic, Utilities Leave a comment »I forgot to update about this! If you’re still reading this rubbish, you’ll know that back in June eonNext Energy tried to bill me for energy used before I left them fifteen months prior. That ended up not working well for them (due to an awareness of OfGem’s rules about back-billing) and they soon effed off.
Anyway.
At the start of October (see, told you I’d forgotten to write about it!) I got a letter – thankfully I’m still old-fashioned enough to make use of Royal Mail Redirection, even though most of what I get in the post is absolute shite – from eonNext. Including a cheque as an apology for their abysmal customer service.
Anyway, yes, the cheque got paid in straight away, and all is good. It just amused me that eonNext took three months to even process an apology…
Getting Stuff (Finally) Done
Posted: Fri 29 July, 2022 Filed under: A428, Anglian Water, Central Bedfordshire Council, Change, Customer Services, Cynicism, Domestic, Driving, Getting Organised, I Don't Understand, Laziness, People, Politics, Thoughts 1 Comment »My local council are, to be polite, utterly fucking useless. Their skills in organisation, communication, professionalism and competence appear to be absolutely zero – in fact, most of the time I doubt they could even spell any of those words, let alone be good at them.
But, after literally years of nagging, they’ve finally done two of the jobs I’ve been nagging them about.
First, we start with The Bridge
Six years ago (I’ve probably written about it before, but can’t be arsed currently to check) we had a mains water line burst near the village – a burst that was so powerful, it destroyed the bridge wall that the pipe was next to. Now, it’s not a main road per se (i.e. it’s not an A-road or motorway) but it is one of the two main roads from my village to Milton Keynes and the motorway. So it’s not short of a fair bit of traffic.
Initially, Anglian Water put up some cones/barriers and traffic lights so that the road was usable (kinda/sorta) but reduced to one lane, on the side that wasn’t missing half a bridge wall. That situation remained for about six months (with regular failures of the traffic lights) until I asked Anglian Water what was actually happening, and had they forgotten about the bloody thing. Turned out, they had forgotten. And there began the saga of getting it fixed.
Anglian moved things about, put in a temporary fence and barrier, opened the road up, and tried to get a repair done. (Which was fraught with its own issues around who actually owned the fucking thing, who was responsible for what, etc. etc.) The council insisted it should be done by their Highways department, who would do the work properly, and all that happy crap. So after eighteen months, Anglian handed the entire clusterfuck over to Central Bedfordshire Council, as requested, and washed their hands of the problem.
For four years I’ve been asking when it’s going to happen, what’s occurring, and so on. It’s outlasted four admin assistants, and two managers. And every time they’ve said “Oh, it’s all scheduled, we’ll hopefully have it done in about three months time“. I do realise there’ve been a lot of hassles – again, with who owns the bridge and the land underneath it, who’ll be stumping up the money, how it’ll all work and so on. But it’s been four years where it would’ve been all too possible for someone to come off the road, through the fence, and end up twenty-odd feet down underneath it. After every decent storm we’ve had, I’ve had to contact the council and suggest that they might want to come and put the fence back up, along with the holders/barrier that’ve fallen over.
But about a month ago, signs went up around the bridge saying that work was going to start, and take about eight weeks. And it actually started, and has been progressing nicely. (Not that anyone from the council has thought to send a message saying “Hey, just to catch you up, it’s all happening”. That would be expecting far too much from them!
Second – the other bridge.
Back at the start of the pandemic, in the next village to mine, someone went on a graffiti spree, writing/spraying stuff on all the village’s road signs and so on. Nothing monumentally offensive, just stupid shit that no-one needs to see. And in fairness, Central Bedfordshire’s Highways department cleaned most of it off comparatively quickly. (I think it only took them a fortnight to get rid of the stuff that was nasty about Central Beds Council, and then about another two months to get rid of the less offensive but stupid stuff)
And then when Captain Tom hysteria was at its peak (Captain Tom was from the village I live in, so it was all relevant locally) they sprayed a big message about him on one of the other local bridges. You can see some of it below, or go to Google Streetview here for the full experience
Yes, it lasted long enough that it even made it onto Google Streetview.
That’s taken two and a half years to get rid of, but finally got cleaned off last month. Of course, others who’ve seen how long it takes Central Beds to sort these things, have also taken to graffiti’ing local walls and so on. Fine, it may be an influx of new people, but before the first lot happened (and that person has since moved away) we never saw any happening. Now though, I can easily think of eight or nine sites that have been hit.
Again, allegedly there were problems for the council in gaining permissions/clearances to clean that bridge – it goes over a railway line, and they were saying they couldn’t clean/wash the bridge while things might be running underneath, although that sounds like bullshit. The cleaning job when it finally happened didn’t go over the top of the bridge wall at all, so nothing would’ve been affected. But there we go.
Purely personally, I suspect that if that graffiti had said “Central Beds council are useless bastards” it would’ve only been there a couple of weeks. But because it was about Captain Tom, I wonder if they thought it would be worse to get rid of it than to leave it. I don’t know.
Anyway. Both jobs have (finally) been done, and it’s really nice that I won’t have to nag the useless bastards any more. But things like this shouldn’t take that long to get sorted. If it had been me in charge of either project I’d have got the work done, and *then* chased whoever needed to pay for it, including court stuff if necessary. But the general public don’t need to see those delays, regardless of the cause – we just want to see stuff that’s been broken get fixed.
I don’t know what the answers are on all this – but government (both local and national) at the moment just seems like one giant clusterfuck of ineffectiveness and general incompetence. And surely there must be better ways than what we’ve currently got?
Energy Bill Saving
Posted: Tue 14 June, 2022 Filed under: Customer Services, Domestic, Finances, Getting Organised, Legal, Utilities 1 Comment »Roughly eighteen months ago, my energy supplier of the time (nPower, a company I’m epically happy to be rid of) sold their domestic customer base to eonNext – one of the few energy companies with a worse customer rating than nPower. (So, quite the achievement)
For many reasons I wasn’t happy about this, and used USwitch to move over to Octopus in January 2021. I’ve been really happy with that switch, and haven’t moved since.
At the time, I had a credit balance with eOn, and expected that to go on the final bill. I was expecting that bill to happen within about two months, and pay any excess over the credit at that point. Except I didn’t hear anything from eonNext at all. I was still able to log in to the customer panel, but nothing else happened. So eventually I shrugged my shoulders and left them to their own devices.
Yesterday (June 2022, fifteen months after switching supplier!) I got a bill from eonNext, telling me what I owed them through to January 2021.
Thankfully, I remembered reading in the Guardian’s Consumer Champions pages about OfGem’s back-billing rules , which basically say that you can’t be billed for energy used more than 12 months ago if you’ve not been billed for it already (or informed by statement of account) . Within that information page, they also include a link to the Citizen’s Advice form letter for telling energy companies that they’re in the wrong – which is obviously extremely helpful!
So this morning I emailed eonNext back (I was going to phone, but decided it was better to have it all in writing) with my own adaptations of the form letter, and proposing that (as a compromise) they used the money I’d left in the account as a part-payment, and could then sod off for the rest. (I phrased it a bit nicer than that, but that was definitely the implication) Yes, I could’ve said “And I want that credit back as well”, but well, I haven’t had it for nearly a year and a half, so it doesn’t matter.
This afternoon I got a response from eonNext agreeing with me, wiping out the bill, and sending me a confirmation that my bill is now at zero. (I’ve printed both of those documents out, just in case they prove in future to still be fucking useless)
All told, that bit of knowledge/memory and research, and about half-an-hour’s effort (searching for the correct article, checking things out etc.) has saved me a couple of hundred quid. And that’s got to be a success by anyone’s standards.
Exchange of Power
Posted: Sun 3 January, 2021 Filed under: Customer Services, Domestic, Getting Organised, Green, nPower, Utilities Leave a comment »Over the years I’ve been here, one thing I’ve truly slacked off on is my electricity/gas supplier.
Some of that has been due to my landlord initially asking me to not change things on that score – fair enough, I guess – and just transferred the energy account name from the previous tenant to mine. Not necessarily ideal, but there we go. And so, because of that, and it being something I just wasn’t overly faffed about, I’ve stayed with that supplier.
Anyway, that supplier was nPower, and while they’ve been a sack of shit throughout my time here, they’ve at least been a reliable sack of shit.
However. Back in the first week of December, I logged in to the nPower website to send in a meter reading, and got a redirect page, saying “We’ve transferred your account to E.On“. Which is… shit. It’s been done with no communication, no warning, nothing.
The following week, I got a confirmation from E.On that my account had been transferred over, and containing some basic information. Although there was nothing in it about what they’d be charging, or for how long, or… well… anything else, really.
So the key part of the email for me was this…
If you want to switch supplier within 30 days of your account moving to E.ON Next, we won’t charge any fixed tariff exit fees, but we’d love you to stick around and get to know us.
So that’s what I’ve done. Over New Year I sorted out a second transfer, moving over to Octopus Energy (which has a fixed-term contract, but no exit fees)
Amusingly, E.On then emailed as part of the process, and asked “let us know why you’re moving”. Which I did, in no uncertain terms. (Nothing rude or sweary, but a fairly constructive ‘With that attitude, why would I want to stay?!?’ message)
The response from their representative today just went to show that moving on was absolutely the right decision…
I appreciate you providing us with your feedback this will be forwarded to the appropriate department for future assessment.
The migration process is an automated process, which unfortunately we have no control over.
Wish you all the best with your new provider.
A pretty convincing version of “Yeah, we don’t care, just piss off”
It’ll be interesting to see how the switch goes, and how things work out with Octopus…
Upgraded
Posted: Mon 3 December, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Geeky, Milton Keynes, Technology, Utilities 4 Comments »Last week, I upgraded my internet connection to an “Ultrafast” one – known by BT / Openreach as G.Fast. Apparently they’re slowing down the roll-out of this in favour of full FTTP (Fibre To The Premises) roll-out, but for now it’s the best speed I can get.
G.Fast offers a guaranteed 100Mbps download – and I’ll get compensation if it dips below that – which is amusingly ridiculous. When I moved here six-and-a-bit years ago, I was only just able to get ADSL and a 2Mbps connection. It was painfully slow, although it did enough for the necessary at the time. When FTTC (Fibre To The Cabinet) came here, I got it, and went from 2Mbps to 75 overnight. At that point I could do streaming TV and so on with no problem at all. And now I’ve doubled even that. Truly insane.
I wasn’t actually aware that this tech had been installed in my area, but BT sent me a promotional mail about it at the start of November, and I’d dragged my feet on it a bit. But then I got a “Black Friday” promotional letter about it as well, where I could also get it installed for free, for an extra £1 a month on what I pay already. Well OK then.
(As an aside, it’s the only “Black Friday” deal I bothered with at all – and only because it saved me money on a product I was actually interested in)
The engineer came round on Friday to do the installation – it needs some changes at the cabinet, and as it’s still new stuff, they’re doing it with engineers rather than self-install. This had a happy side-effect, in that he also appears to have finally fixed the line problem that’s been plaguing me for more years than I care to mention. (And has cost me the price of an engineer visit on one visit out of the five, because they worded the ‘fix’ badly, but that’s a dead issue now)
Ever since I moved in, the line has been dodgy on occasion, and it’s just got worse over time. The broadband connection has been fine in general – unless I have to make or receive a phone call. At that point the crackles on the line were enough to knock out the broadband connection. BT insisted this wasn’t possible, and that all the options I suggested were Just Wrong. (Because obviously I don’t work for them, so what could I possibly know?) In that time, I’ve had five master sockets, and swapped from ADSL to FTTC for broadband, so I knew it was nothing in the house. It was always either going to be a fault in the line (“Oh no, sir, that’s not possible, more people would be complaining if that were the case”) or in the cabinet itself (also apparently “impossible”)
Anyway, this time the engineer could hear the problem, and tested to find where the problem was. Surprise surprise, it was in the cabinet. So while he was redoing connections for my new broadband, he had a look round the cab, and the terminators on my line (I dunno) in the cab were “worryingly loose, I could just pull them off, didn’t even need pliers“. When he came back to the house, oooh look, what a surprise, no crackle on the line.
So, I’m now working with a 150Mbps download connection, and a lovely crackle-free phone line. All told, bit of a win.
Reducing Caller Spam
Posted: Mon 29 January, 2018 Filed under: Advertising, BT, Customer Services, Domestic, Getting Organised, Marketing, Technology, Thoughts, Utilities 4 Comments »When I moved to the current place, I got a new phone number – not surprising, as I was in a new area, and a new (to me) house. As always, I registered that number with TPS and so on, and made sure it was ex-directory. I usually only use landline phones for broadband purposes – although it turns out I also use it here for some calls, as the mobile coverage inside the house is shockingly bad. So I have a phone landline, and a phone connected to it.
Unbeknownst to me, the number I got had obviously been owned by someone else before me, and that person was the type of fucking moron who’d sign up for all kinds of promotions, and ran up all kinds of debts. So right from Day One I was getting a couple of calls a week looking for the previous occupant. (Well, the previous owner of that phone number – it wasn’t a name connected to the house at all) And because they were for a previous person, it turns out that TPS doesn’t really apply. (Which is an interesting, and fucking annoying, loophole)
Even so, I re-registered with TPS, and put a spam-calls block on the line. (Which was absolutely useless, and so came off again) It was only a couple of calls a week, and usually while I was out at work. *shrug*
Over the last two years though, it got worse. The phone’s call log would get filled up in the course of a week, all with “Number Withheld” and “International” numbers, along with the ones who didn’t conceal their numbers, who left messages and blocked up everything else. I used a couple of other number-blocking services, none of which did much good. Hell, if I were cynical I’d say they were the ones who sold the number on and spread it ever further. Not that I’ll ever know for sure, one way or the other.
Late last year, the situation was ridiculous. We’d gone from a couple of calls a week right up to filling the phone’s call log every day. Nothing was working to prevent the calls, and it was just getting stupid.
So I bit the bullet, and changed my phone number. I explained to BT why I was doing it – in the hope that they now blacklist that number completely (although I doubt it, they’ll just have farmed it off on some other unsuspecting sap) – and got a new number allocated to me. Same set-up, it’s ex-d, and registered with TPS.
The big difference though, is that in the three months since I got it changed, I haven’t received a single solitary spam call. My phone call log stays blank (as I said, I don’t use it that often) and it’s lovely.
Sometimes these extreme measures are the ones we need to take. I wish I’d done this one two years ago…