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I don't really see how they could come across as the victim, firstly I can't see the number of calls being that big, secondly we will be asking legitimate questions. What would they say, "we are experiencing delays due a large number of calls about Phorm/Webwise"? This would only raise awareness amongst BT customers about Phorm/Webwise. If we drop the pretence bit and just ask legit questions then, surely thats what the call centre is there for.