Anyone you speak to within Xtra Tech Support will tell you 'email logs to abuse(a)xtra.co.nz'. Noone you talk to over the telephone is going to give you real time support on a virus infection issue. The Possible Exception may be the Complex Tech Support team who are on 0800 BUSINESS (287 463). + tech support IVR option. They are however a tech team and not a security team, so don't be suprised if they give you the same canned response. Their security team do deal with all valid emails to abuse@ even if they don't acknowledge them directly. Also please bear in mind that nomatter what ISP is involved, all customers need time to be warned, and get fixed, before theyll have their accounts nuked. Its a tough call to take someone off the internet when their only hope is software that needs to be downloaded _from_ the internet... Disclaimer: I don't represent Xtra or Telecom or anyone else except yours truly. This is based on my experiences as an Xtra customer and someone who has reported virus to Xtra Abuse Team many times! PS: The 'Dial 0' trick is a cop out. With a company as big as Xtra, you can't realistically expect them to leave a Dial 0 option in there _and then_ expect to keep call durations down - you wont get the answer you want from a receptionist, will you?. If their support staff are busy, theyre busy. Sit on hold, try again later, or email them. (And hope that they realise their Queues are busy (and they will, theres enough software there tracking their Queue stats) and modify staffing levels as a result (also standard callcentre practise.) Mark. On Sat, 4 Dec 2004, Juha Saarinen wrote:
Lesley Walker wrote:
"If you are an existing Xtra customer, press 1" No, I'm not. "If you want to talk to a salesdroid, press 2" No, I don't.
So I press 0. They know about that trick, and I get the same message again.
;)
I press various numbers, eventually get a "press 3 for anything else", so I press 3 and get a message saying there's going to be a long delay due the popularity of something or other.
I don't have time for this nonsense! Anyone got a better number?
No, but try asking the person exhorting you to fire up Intarweb Exploder to check if your Bonzi Buddy is working to put you through to "Complex Support". Be prepared to wait for a while though.
-- Juha
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