[plug] OT ADSL Price & Service- compare Westnet / Eftel / Arachnet/others?

[Luke Dudney]

Craig Foster wrote:

>Or from
>http://www.westnet.com.au/support/faq/showquestion.asp?faq=14&fldAuto=103
>
>"Please note: While the WestNet Technical Support Team will endeavour to
>assist WestNet members with any internet based issue, we are unfortunately
>unable to offer technical support for LINUX based systems."
>
>Does anyone from WestNet have an insider's POV, or is this the standard
>disclaimer? (to cover when the two linux gurus have to sleep sometime)
>
>Just wondering before I call on Monday....
>
This is also in part an answer to Jacqueline McNally's post in 
<4.3.2.7.2.20020512085817.00baad80 at decisions-and-designs.com.au>.

WestNet support staff are not specifically trained to deal with Linux 
issues (eg. they cannot help you set up Evolution or guide you through 
configuring diald to dial your connection).
That said, they will not refuse to help you simply because you are using 
linux. If you're having general connection issues, your password isn't 
working etc then they'll help you to the best of their ability (of 
course this will not include stepping through your syslog to debug an 
LCP failure or whatever).
You shouldn't expect to put through to a tech experienced with linux, 
however if your problem remains outstanding then it will be escalated to 
a senior tech who may or may not be able to help you out.
I think that policy is pretty standard in the ISP industry.

I don't think it's Windows vs. Linux issue.
The decision to officially support certain software combinations boils 
down to popularity - how limited training resources can best be 
allocated to help the majority.
If you were to use a non-standard dialler (ie. non-DUN) in Windows or 
some legacy mail program you need for work, you'd come across similar 
difficulties in getting official support from your ISP that you would 
using Linux.

Added to this is the huge number or permutations of distributions / 
diallers / browsers / GUIs / etc available on a Linux system. Sure a 
helpdesk could decide on a specific subset of these to support 
officially, but then how many of your customers would you be helping?
"The jack of all trades is master of none."

Cheers
Luke (a WestNet insider)