Sikorsky Helicopter Undifferentiated or Other Model
Flight Crew Air Transport Pilot (ATP); Flight Crew Rotorcraft
Flight Crew Last 90 Days 125; Flight Crew Total 3500; Flight Crew Type 300
Time Pressure; Communication Breakdown
ATC Issue All Types
Flight Crew Requested ATC Assistance / Clarification
ATC Equipment / Nav Facility / Buildings; Procedure; Human Factors
The company radio is unreliable below 5;000 FT in the vicinity of this platform; therefore I normally phone Houston Center [from the Flight Operations office on the platform] to pick up my inbound IFR clearance. I use the number supplied on the current HSAC card. The phone number connects immediately and then usually provides another dial tone. Then I push 77 and wait for another dial tone. At the next dial tone I press 0228 to talk to a Houston Center Controller. It usually requires several attempts to get the second dial tone. We have been living with this redial inconvenience for about 2 months. Today; I was able to get through. I introduced myself and requested my clearance. The Controller informed me I have to call back and request a 'Sector 53' Controller. I asked if this was a new procedure so that I could make a note of it for future use. He informed me that Houston Center has separated control areas out and that I have to call back and request a 'Sector 53.' I told him I don't know how to do that because I dial in directly. His Supervisor came on and told me to call back and dial '53' instead of '0228.' I tried to request a transfer to 'Sector 53;' but the connection was already severed. I made several attempts to call back. Finally; I got a dial tone past the '77' entry and dialed '53.' I heard no dial tone or answer. I made several attempts and finally received another dial tone after the '77.' This time I entered '0053' and received a no connection alarm type of tone (like Morse Code dashes). I called again and dialed '0228' because at least that would get me to a live person. The same Supervisor answered the phone. I explained the trouble I was having and was about to ask for assistance when she interrupted by raising her voice and told me 'Not to have an attitude with her.' I told her I wasn't having an attitude with her and before I could ask for assistance she hung up on me again. By this time; I didn't want to be delayed and burn more fuel. The aircraft was still running on the helideck with the other pilot. I knew we could return to base in VMC; but the company likes us to file IFR. I called the Comm Center and talked to Ms. X. I asked her to please get my clearance because I was having difficulty getting through to the right person at Houston Center now. Ms. X said she would try. We took off and remained VMC. We would be out of range of communication with Houston Center for at least 100 NM. Company radio was garbled and unreadable. We decided to remain VMC and I requested IFR cancellation through the EFB. I was surprised at the unprofessional demeanor of the Houston Center Supervisor. She did not identify herself. She was immediately combative and unwilling to help. This threatens our ability to efficiently perform safe IFR operations for our customer.
The reporter has since learned that the correct method to dial Sector 53 is to first dial 02 then 53; although the steps leading up to this stage are still cumbersome and do no always connect.
Helicopter First Officer experiences difficulties obtaining and IFR clearance from an off shore oil platform via the platform SATCOM and is hung up on by the Supervisor who answers. The Gulf sectors had recently been revised and the call was not going to the correct Sector Controller.