That’s the problem with subcontracting your work out – the people involved just don’t have the same involvement in making sure they do a good job. Ask anyone who has had to deal with a company that has subcontracted out its customer care to a call centre in Bangalore. Talktalk Broadband, I haven’t forgotten you, and I note that five years after I gave you up as a lost cause you’re still bottom of Which’s customer service tables.