A proactive solution to lengthy call centre queues

Caller goes on the offensive

When a taxi driver, Ashley Gibbins, called the helpline of NTL hoping to have broadband installed, he was told that all its operators were busy, but if he cared to hold the line his call would be dealth with as soon as possible. So Mr Gibbons held. And held. After an hour, he put the phone down and decided to wreak his revenge.

By chance he discovered that he could alter NTL's recorded message. After he had tinkered with it, people seeking help were met with something altogether more blunt:

'Hello, you are through to NTL customer services,' they were told. 'We don't give a f--- about you, basically, and we are not going to handle any of your complaints. Just f--- off and leave us alone. Get a life'

NTL called in the police. Magistrates on Teesside, however, may have had similar experiences with corporate helplines themselves. Mr Gibbins, 26, from Redcar, Cleveland, was acquitted at Teesside magistrates' court last week of an offence under the Communications Act 2003 of making a grossly offensive message.

[When called for comment] NTL's media centre put the Guardian on hold, suggested we try another number and then declined to comment.

- Guardian Weekly, 17-23 June 2005