I reported earlier in this thread that I had contacted the chief executive of ntl, Simon Duffy, Bill Goodland, ntl director of internet and Aizad Hussain, Managing director of the ntl home division. I had not received a reply up until lastnight when I re-submitted my email to all three of them, because yet again the mail servers were down. An hour later I received a reply from the chief executive, Simon Duffy.
Quote:
Mick
I understand your frustration and apologise for the problems. The story is long and complicated, though I know that's not much comfort to you and others who are experiencing the difficulties.
I am currently in the USA on business, but I will ensure that you receive a response next week explaining the root causes of the problem as well as what we are doing about it.
To give you a quick overview now, the problem is a hardware one. We recently upgraded to the latest Openwave email platform at a cost of several million pounds. Openwave is the number one email platform worldwide, so there should be no problem with it. However, the (new) hardware on which it is running is not working properly. We are working with the hardware provider, who is one of the leading server providers worldwide, to fix it. I'll ensure you get more detail next week.
Apologies once again.
Rgds,
Simon Duffy.
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I explained in my mail to them that its time for some answers and real action and I also said that any answers they give will be shared with the cable forum community.
I am not sticking up for ntl here but I think as a company I would be pretty cheesed off having spent millions on an upgrade only to watch it fail constantly. Still, like Simon says - its not much comfort to us who have had these email problems for a good while now. (Over 12 months) However, the response from Simon is appreciated. More openness is needed like this.