-----Original Message----- From: Steve Phillips [mailto:steve(a)focb.co.nz] Has anyone else here had problems with NZ ISP abuse complaint responses ? mainly in response to SPAM reports where they refuse to do anything until they get blacklisted but also covering network abuse (DOS type scenario's and the like) ?
Yep, although in most cases it appears to be from a lack of organisation in getting the complaints to the right person rather than a systemic neglect of the issue. Recently I tried for 2 weeks through proper channels to get an obviously infected ADSL customer disabled and informed of their problem, to no avail, and culminating in the Helpdesk telling me that the Abuse people only worked form midnight to 8am a couple of days a week!!!! Obviously what he meant was that the person that dealt with it in the NOC was next rostered on for a midnight to 8am shift, but it's NOT what he said. Anyway, I posted the details on this list and someone from the appropriate ISP saw it and had the issue resolved in 30 minutes. But there should be some sort of internally monitored helpdesk with escalation for complaints like that - I know of a number of (admittedly corporate and not cheap - HEAT and Magic spring to mind) that do this sort of thing very well). Out of interest, are any ISP reps here prepared to admit how they track issues, specifically something like complaints to abuse(a)isp.co.nz where there could be a lot of incoming jobs? Cheers - Neil G