[AuckLUG] Re: Dialup problem with dialup to Xtra

[Bill Keesing]

On Sat, 17 Mar 2007 15:13:14 +1300, "Tobias Gerschner" <tobias.gerschner at gmail.com> wrote:
> 2007/3/17, aucklug-request at linux.net.nz <aucklug-request at linux.net.nz>:
>> Has anyone had problems in the last 24 hours with Xtra dialups
>>
>> Specifically a friend of mine with a SuSE Linux laptop now gets a 2nd
>> prompt saying Login/Network User: which causes his program to interpret
>> this as a further login: request. The ISP then says that the CLI wants a
>> keyword: LOGIN NETWROK PPP.
>>
>> His setup worked fine up till yesterday.
>>
>> Our attempts to use the Xtra helpline 0800 253 878 then 2 then 2
>> resulted in an Alice in Wonderland conversation with an Oriental
>> gentleman whoses first reaction was "We don't support Linux".
> 
> Hi,
> 
> that's a shame. IMHO this reaction shows the complete incompetence of
> this helpline. I do not expect any helpline to support Linux and know
> all the different ways of configuring a connection. But they should be
> competent enough to divide the technical login procedure from an user
> interface.

Xtra uses underpaid scriptmonkeys for their frontline "support". They only make around 30 grand or so, maybe less. Staff turnover is something like 20-40%. And from what I have heard if they devait from the script, namely using independent thought, which is what would be required to support M$/MacOS, their ass is out the door. So there is no surprise that Xtra's victims don't get decent support.