IP-WARS.NET || RoadRunner complaint

RoadRunner complaint

By JCausey, Section Diary
Posted on Thu Sep 15th, 2005 at 10:45:44 EST

I'm trying to get some simple tech support help from RoadRunner today and what do I run into? New chat software that they have implemented. And guess what? It won't work with Linux. Below is some information I gleaned from their web site about why this may be:

Road Runner Help & Member Services Chat Controls
The all-new live Road Runner Help & Member Services chat platform uses 5 controls to enable advanced functionality:

* Configuration Management Control (tgctlcm.dll) - Used to check for versions of existing software running on your system and to facilitate the download and installation process.

* Support.com Control Commander Proxy (tgcmd.exe) - Used for secure support communications, SupportTriggers, event notification, jobs, content synchronization and scheduling.

* Support.com ScreenShot Class (tgctlss.dll) - Used for screen shot functionality during a remote assist session.

* Support.com SmartIssue (tgctlsi.dll) - Provides detailed data about a user, their system and the software on their system for use during troubleshooting.

* SupportSoft RemoteControl Class (sdcrcmd.dll) - Used for remote control functionality during a remote assist session.

Looks like dll hell to me. Basically, you have to be running IE with ActiveX to access the service, though they indicate some version of Netscape and possibly Safari will work.

Anyway, I sent them a message indicating my displeasure with this and reproduce it here in hopes that others will help put pressure on RoadRunner to change their ways.

Jeff

Hi,

I wanted to register a complaint about your new live chat support. I run Linux on my PC's and as I discovered when trying to use the new chat, my PC does not meet the minimum system requirements since it does not run a Windows or Apple product. Even if I did run Windows, you require ActiveX controls to be installed and indicate problems may be experienced for Safari users.

As I'm sure you know, US CERT has recommended that PC users switch from Internet Explorer to another browser due to all of the vulnerabilities that exist in Internet Explorer. Likewise, for those unfortunate enough to have to use Internet Explorer, it is recommended that ActiveX be turned off. This means a user employing some decent security practices would be forced to take additional steps to enable your chat support and expose themselves to potential security breaches.

Your "acceptable" browser list and operating system requirements is rather limited, indicating you are not making enough of an effort to make the technologies you deploy platform and application independent. I ran into this same problem with your Rhapsody service for music downloading. As I learned, RoadRunner has no plans to deploy a version of Rhapsody that will work on Linux.

I'm sure RoadRunner must be experiencing growth in the number of users who are running Linux (or at least getting off of Microsoft platforms). Since you failed to provide any means of feedback for those of us unable to initiate a chat session, I'm sending this to indicate my extreme displeasure with the service. Please implement a solution that is technology agnostic or offer a service for those not using your "standard" (e.g. the old chat software you were using worked fine with Linux and Firefox).

Thank you for your attention to this matter.

Sincerely,

Jeffrey G. Causey

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RoadRunner complaint | 6 comments (6 topical, 0 editorial, 1 hidden)

Re: RoadRunner complaint (3.75 / 4) (#1)
by vilerage (vilerage@gmail.com) on Tue Oct 4th, 2005 at 01:44:31 EST
(User Info) http://www.xdelivery.org

You don't want it.

I just tried to use chat from my winbox, and guess what else is built into these 'chat controls'.

"code from TightVNC" Right there in the about box.

I'm so pissed tight now i can't see straight :/

The 'description' said nothing abotu a vnc...

Currently speaking with a supervisor, and i get 'oh we'd never even think about using that without your permission'.

Somehow that doesen't placate me....

Re: RoadRunner complaint (3.66 / 3) (#2)
by peragrin (falconr@juno.com) on Mon Oct 10th, 2005 at 21:43:12 EST
(User Info) home.rochester.rr.com/degarmoind/Peragrin

The following is a letter I sent to and received from RR about Level 3 and Cognet. I might check Roadrunner's ability to work with safari later. Till then enjoy this as well. Notice to whom I am being redirected to.

    From:     help-TWRochester@ndc.rr.com
    Subject:     Re: Connectivity (KMM3813613C0KM)
    Date:     October 6, 2005 3:49:51 PM EDT
    To:     dturnbul@rochester.rr.com
    Reply-To:     help-TWRochester@ndc.rr.com

Dear David,

Thank you for writing us in regard to issues with loading web sites.

I can certainly address this issue for you.

Currently, there are routing issues outside the Road Runner network that
are preventing Road Runner customers from connecting to many web sites.
This is due to major network restructuring and sites that are hosted on
the affected network are not accessible at this time. These sites should
become available again when the restructuring is complete.

The main cause is that Cogent (an Internet transit provider) has been
been de-peered by another transit provider named Level 3. The effect
this has had is to essentially break the Internet into two parts,
isolating Cogent servers from much of the rest of the Internet. Until
new arrangements are made, millions of Internet users, including Road
Runner customers, will be unable to reach many Cogent-hosted sites, such
as www.playnet.com and photobucket.com. Our engineers are looking into a
short term resolution for this issue.

Conversely, all Internet Service Providers on Cogent's network cannot
access Level 3 web sites.

If you want more information on this issue, you can search for news
online from web sites such as www.google.com or you can try contacting
Level 3 technical support directly at 1-877-4LEVEL3.

You can also read an article and an open discussion on this issue at the
following website:

http://ask.slashdot.org/article.pl?sid=05/10/05/2247207&tid=95&tid=187&t
id=4),
or some of the threads from the North American Network Operators Group
mailing list archive
http://www.merit.edu/mail.archives/nanog/2005-10/threads.html#00140

At this time, we do not have an estimated time of repair. We apologize
for the inconvenience.

If you have any further questions or problems, please feel free to
E-mail us again or contact our Technical Support line for further
assistance. When replying to this address, please include this message
as well as all previous correspondence regarding this issue.

Thank you for choosing Road Runner and have a great day!
Road Runner Residential Agent, Tyson, 7693
Road Runner Technical Support Department.

********************

In an ongoing effort to continue improving our quality of service, we
are conducting a customer survey. If you would like to participate,
please click on the following link: http://csat.rr.com/emailsurvey.html
.

Phone support: 585-756-2337 or (800) 756-7956

********************

Original Message Follows:
-------------------------

Referer: http://help.rr.com/HMSLogic/rrmail.aspx

Category: Connectivity

First Name: David

Last Name: Turnbull

Phone Number: 585-436-5189

EMail Address: dturnbul@rochester.rr.com

OS: Windows XP

OS Other: mac OS X

Browser: Other Browser

Browser Other: firefox

E-mail Software: ChooseEmail

E-mail Software Other:

Question: There are websites that I need to reach on cognet's networks.
If road runner can't supply me with connectivity to those networks then
i will have to switch to frontier DSL who can.
It's the world wide web. Not the Only Me Web. I can switch carriers if
your service providers refuse to allow others connect.
.
I thought once I was found but it was only a dream

Bye bye spambot (none / 0) (#4)
by Potential Recruit on Tue Nov 28th, 2006 at 13:24:34 EST

This used to be a spambot post that is flooding the site. Due to volume, I had to resort to this while I work to block access by these bots. My apologies - thanks for your patience.

Jeff

Bye bye spambot (none / 0) (#5)
by Potential Recruit on Tue Nov 28th, 2006 at 14:34:52 EST

This used to be a spambot post that is flooding the site. Due to volume, I had to resort to this while I work to block access by these bots. My apologies - thanks for your patience.

Jeff

Bye bye spambot (none / 0) (#6)
by Potential Recruit on Tue Nov 28th, 2006 at 14:36:00 EST

This used to be a spambot post that is flooding the site. Due to volume, I had to resort to this while I work to block access by these bots. My apologies - thanks for your patience.

Jeff

RoadRunner complaint | 6 comments (6 topical, 0 editorial, 1 hidden)

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