Hello, is anybody there?

Probably hundreds, possibly thousands, of Islanders have had cause to reflect on that irony in recent weeks as they have sought, with mounting anger, some kind of helpful response to their questions over JT’s new billing system. Even the most tolerant of consumers, reasonably prepared to accept that all major new computer systems come with teething problems, is likely to have had his or her patience severely tested by the fiasco which has unfolded.

Since introducing the new ‘simplified’ billing in November, JT has been deluged with complaints. In many cases, disgruntled customers – tired of navigating the defensive lines of recorded messages, failing to receive replies to emails or finally getting through to a human being only to find that that hapless operative unable to answer the query – have taken to social media or online discussion to vent their frustration.

Some have had their anger multiplied by JT’s insistence that bills can no longer be paid either by cheque or in person at its main St Helier shop, forcing customers to use its website, sign up for direct debit or queue at a third-party shop or post office. The absence of a clear printed breakdown of usage has added further irritations.

JT’s claim that the new system would be simpler and more convenient has been exposed as self-serving marketing hype. It is more convenient for no one but JT and for some, notably the elderly, may add real anxiety to mere inconvenience.

It is clear that there was inadequate planning for the change. More concerningly, it also looks suspiciously as though, in its drive for expansion, modernisation and equipment sales, JT is in danger of losing sight of its obligations to the ordinary domestic customer who just wants a simple, efficient, comprehensible telephone service, with or without broadband.

That would matter less if JT were a private commercial company but, although it may now be empowered to act like one, it is not. Those initials stood originally for Jersey Telecom, an essential Island utility with infrastructure still owned lock, stock and switchboard by the people of Jersey, to whom an apology and a promise of a review of these unpopular new policies is surely now due.