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I used to believe experience and qualifications got people the job, but the addage "It's not what you know but who you know" rings true every time (nearly)
[or union joins you] Hoffa
I changed broadband to talktalk which was fine until there was a problem and they refered us back to BT as they own the physical line. BT charged to fix the problem and it took 3-4 days.
I don't know if it is the same with all companies but I think they all end up reffering you back to BT and since switching back any problems have been fixed straight away.
A long shot. Years (20?) ago I saw an Australian film examining the nuclear tests carried out there in aboriginal lands. It seems it had a title of only one or two words, but I can't recall it.