nanog mailing list archives
Customer service (was Re: US DOJ victim letter)
From: Sean Donelan <sean () donelan com>
Date: Fri, 27 Jan 2012 13:52:26 -0500 (EST)
On Fri, 27 Jan 2012, Mike wrote:
Honestly, I could care less about customer virus infections. I am not going to do anything with the information and am likely to ignore future occurrences from the fbi if this is all they got.
Each ISP will makes its own business decision what they want to do. I'm not involved with it, and this is just my personal opinion.,The idea is DNS resolution will stop working for those customers after the court order expires and the temporary DNS server stops. Those customers will likely start calling your customer service lines saying "The Internet is broken."
Instead of ISP call centers being overloaded with customer calls all at once when the temporary DNS servers answering on the DNSchanger IP addresses are shutdown, the FBI is trying to give those ISPs a heads
up their customers' DNS will break in the near future. The FBI hasn't done this before, so its a bit of a learning experience for everyone. Like many first time things, it hasn't gone as smoothly as anyone wanted.It is up to individual ISPs to decide if they want to inform their customers proactively, or wait until DNS stops working for the customer and the customer calls the ISP help desk complaining the Internet is down. Yes, I know, the Internet isn't down; but ask your customer service manager what they want to do.
Current thread:
- Re: US DOJ victim letter, (continued)
- Re: US DOJ victim letter Carlos Alcantar (Jan 19)
- Re: US DOJ victim letter Todd Lyons (Jan 19)
- Re: US DOJ victim letter Ryan Gelobter (Jan 19)
- Re: US DOJ victim letter -Hammer- (Jan 20)
- Re: US DOJ victim letter Mike Andrews (Jan 20)
- Re: US DOJ victim letter Robert Bonomi (Jan 20)
- Re: US DOJ victim letter Carlos Alcantar (Jan 27)
- Re: US DOJ victim letter Bryan Horstmann-Allen (Jan 27)
- Re: US DOJ victim letter Randy Epstein (Jan 27)
- Re: US DOJ victim letter Mike (Jan 27)
- Customer service (was Re: US DOJ victim letter) Sean Donelan (Jan 27)
- Re: US DOJ victim letter Valdis . Kletnieks (Jan 27)
- Re: US DOJ victim letter Randy Epstein (Jan 27)
- Re: US DOJ victim letter Martin Hannigan (Jan 27)
- Re: US DOJ victim letter bmanning (Jan 28)
- Message not available
- Re: US DOJ victim letter John Peach (Jan 28)
- Re: US DOJ victim letter Ryan Gelobter (Jan 28)
- Re: US DOJ victim letter Carlos Alcantar (Jan 27)
- Re: US DOJ victim letter Jon Lewis (Jan 27)
- Re: US DOJ victim letter Jack Bates (Jan 30)
- Re: US DOJ victim letter Matthew S. Crocker (Jan 30)