[Stronsaylimpet] That cable damage...

[Limpet editor]

/Part of an email from Alistair Carmichael MP:/

Catastrophic damage can happen in an instant; repairing that damage 
takes time. That is true of telecommunications cables under the sea; it 
is true, too, of the reputations of telecommunications companies themselves.
Hundreds of people in the isles were left without internet from the 
early hours of Saturday 26 July until Friday 8 August, due to an 
apparent accidental cable cut. Repairs to the cable – disrupted further 
by summer storms – have finally ended almost two weeks of disruption 
which harmed local services, businesses and individual families.
No one has covered themselves in glory over the Shefa-2 cable break, but 
the Hall of Infamy for this incident surely must place TalkTalk at its 
head. Their snub of islanders seeking answers and support has left 
people utterly outraged – and with good cause.

TalkTalk must meet with islanders and account for service failures

Some network providers were at least prepared for disruption of this 
sort. Indeed it is because some companies had thought ahead and had 
access to alternative connections that most people in the isles were not 
(directly) affected by the cable cut.
Then there is TalkTalk. The messages I and others have received from 
them have been dismissive and evasive, shifting blame and refusing to 
engage with local frustrations about their service and their 
communication. To hear it from TalkTalk there is nothing that they could 
or can do beyond sitting on their hands. The reality that other 
providers were able to secure alternative coverage apparently does not 
merit any discussion.
That would be bad enough if the company were at least willing to make 
itself accountable to its customers, but instead TalkTalk have refused 
all requests to meet virtually, let alone to send a representative to 
the isles to account for their actions – or lack thereof.
I suspect that many islanders will remember the sort of treatment they 
have had from companies such as TalkTalk when it comes to renewing 
contracts in the months and years to come.
These are the moments where business reputations are made, or damaged 
beyond repair. TalkTalk found it convenient to claim that there was 
nothing they could do to support customers while the Shefa-2 cable was 
being fixed. They may find that repairing their reputation in the 
Northern Isles is out of their hands now as well.
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