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Originally Posted by Chris W
I also don't think it is a fundamental part of the technical support role to know how proxies work- in two and a half years of working there, no customers asked me to explain it.
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Yes, just like most customers don't ask how their PCs work when it goes faulty. We know, that's so we can diagnose it, and we know "of" important things for that purpose - but the customers don't know, don't care and don't want to know.
They just want the product that they pay for / have paid for working. I'm sure NTL userbase is the same.
To codebreaker - no reason why you shouldn't further your knowledge and I don't see what's wrong with it, after all it is the customer who benefits in the long run. Do stay - we need tech support insiders!
To Jon T - you have a point and no need to over-react, if NTL haven't trained adequately in your view, that needs addressing with them, not an employee who just happens to be trying to further his knowledge by looking outside of NTL. It's wrong, but not his fault.