atom feed46 messages in edu.merit.nanogCustomer service (was Re: US DOJ vict...
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Vald...@vt.eduJan 27, 2012 10:22 am 
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bman...@vacation.karoshi.comFeb 2, 2012 3:22 am 
Subject:Customer service (was Re: US DOJ victim letter)
From:Sean Donelan (se@donelan.com)
Date:Jan 27, 2012 10:52:03 am
List:edu.merit.nanog

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.