[colin-bennett]

Originally Posted by Paul

Comments? Sky tech support will help customers with mcafee issues but if EUs do not run scans or do not update software then how can Sky be blamed for the end user intervention? Sky supply a tool, that tool is part of a package that the EU has the option to install or not and has the option to use properly or not at end of day. (Personally we didn't install it as it is bloated and slow, AVG then went the same way on the last version build so we now use Avast, spybot s&d and adaware as a multi layer approach.
As I pointed out previously no tool is perfect and often it is reliant on the user not doing anything daft that negates that protection offered by the product.
Sky tech support will do anything within their remit to assist end users with Mcafee releated issues and if the issue goes deeper than they can support they then give the mcafee support number for further assistance as obviously they are better trained in there product. In cases of accounts offlined due to abuse it is too late for BB tech support to assist and only the abuse team can have any significant impact at this point. All tech tier 1 can do at this point is tell the EU what they need to do to sort things out and get online or pass them through to the relevant department.
I can remember a number of years ago a number of people on this forum stating how daft it was for an ISP to not offer even a basic free tool to assist in securing or protecting the pc. Are we now saying the ISPs is wrong for providing a tool to assist a customer if the customer then still becomes infected? The OP hasn't even said if the connection was protected by the mcafee software he just states he ran spybot after the event.
If you notice on sky.com it states:

in other words it is not guaranteeing 100% protection, it is saying it will help to protect the connection etc.
No service is perfect and no single tool is perfect but what is worse, giving the customer a free to use option that can help them protect their system or just release them into the wilds of the internet without anything at all?
If customers are still getting caught out through infections etc when running protective software tools provided to them how bad would it be if they had gone online with nothing?

Nice one Paul
Good rant