Credit where its due
ISP’s often get a bad rap and my last post proves that much of it is justified. Even so its normally those with the bad experiences who shout loudest and the good ones often go unnoticed. With this in mind I feel compelled to give you an update on the problem I had.
After my call to flame boy in India I made a post to the NTL groups on usenet and was pointed to a list of alternative NTL proxies. I entered one from the list and it cleared the problem. Obviously its a workaround at this stage. However a post from an NTL employee said that if I mailed him my details he would try to help. I mailed over the details as requested and shortly after I got a mail from the senior product manager at Virgin Media to tell me he was on the case.
less than an hour later they called me on my mobile to ask some questions to assist in a fix. They called me again today to make sure I was ok on the workaround as there was still a gremlin hiding on their system. We tested all the Manchester proxies manually and they all worked but removing the proxy address denied me access again. I appreciate that its not an easy fix and that they are working on it. Equally I’m very appreciative of their proactive approach.
So to sum up I’ve had my one of my worst and the best technical support experiences all in one day. Big thumbs up to NTL or should that be Virgin Media.
