I recently contacted your support line to address a problem that I am
unable to receive email from certain hosts. On my first attempt to
resolve the problem, I was asked to obtain a copy of the bounce message
and then to call back. I did this and called back yesterday, 2 December,
and spoke to Scott. After explaining the problem a second time and
forwarding the bounce message, Scott promised that their technical
support team would look into the problem. This call took approximately
one hour, including time held in a queue. This itself is unacceptable.

This morning I received an email from NTL technical support that
essentially tries to fob me off with the excuse that the emails that are
not being received probably contain viruses. I am very angry about this.
I know for a fact that this is not possible, and it would have taken a
matter of seconds for the technical support staff to establish this by
looking at the bounced email. This is then followed with some spurious
advice about checking that the sender's Windows machine is updated with
the latest virus checkers.

For the record, most of the bounced emails are sent from a Linux server
run by WebFusion.co.uk.

I find it totally unacceptable that it should have taken so long to get
to the point where I thought the problem was going to be investigated,
and then to be fobbed off without any serious attempt to address the
issue.

In addition, the email from technical support finishes with the
patronising offer "I hope the above answers your query, however, should
you need further assistance, please don't hesitate to contact us
again.", however, they provide no direct way to do so, since, as the
email says, "Please do not reply to this email, unfortunately, any
replies will go unanswered."

I want this issue resolved as a matter of great urgency. I am not
willing to be fobbed off again with excuses. I have not yet been told
the real reason why these emails are being bounced.

I want someone who has the understanding and authority to resolve this
problem to contact me (0115 936 2559 day, 0115 846 9747 evenings and
weekends) urgently so that they can explain what the problem is and what
you intend to do to rectify it.

Ian Goldby