If they have a proxy set up (which many shared connections do), then your only real option is to request that they open port 5998 so you can use it.
I do get the issue where no servers show up on the list from time to time, but it only happens when my computer is processing something else that is using alot of system resources. So, if you are running other applications at the same time (including virus scanners), you might want to turn them off or close them and see if that helps.
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