Glen Wilson Network Operations Manager Ihug Ltd, Auckland, New Zealand www.ihug.co.nz On Wed, 22 Jun 2005, Glen Wilson wrote:

Again I clarify that noc(a)ihug and abuse(a)ihug remain the appropriate channels. The mailbox is currently backlogged by several weeks, for the benefit of the list if there are any urgent issues please feel free to raise them with me directly (off list) for adequate responce.

Your points are valid, but as the abuse autoresponder states, not all emails warrent a reply.

I can assure you that the matter was looked into and recommendations were made to the responsible parties to improve the process.

Abuse emails are treated seriously, however genuine cases of abuse are dealt with faster than complaints of portscans, relay attempts and blackice alarm logs.

I enquired about your email today and was told that you had lodged a fault regarding smtp relay attempts in which the offending ip was not an Ihug ip and the issue was dropped. It was also brought to my attention that in a follow up email from you to the abuse mailbox stated the following,...

"If I don't get some sort of acknowledgement of my reports soon I will start dropping ihug IP ranges at the highest supernet I can see... "

I recognise that current response times to abuse emails is somewhat lacking but may I presume to recommend a more professional approach in future Mark.

Further comments should be off list.

Regards

Glen Wilson Network Operations Manager Ihug Ltd, Auckland, New Zealand www.ihug.co.nz

On Wed, 22 Jun 2005, Mark Foster wrote:

...

Glen - I dare say that instead of 'habitual abuse emailer' you might call me 'someone who's not willing to simply ignore situations for which ISPs and end users should actually be responsible'.

And in case you missed what I stated in my original email, I had tried both addresses. Repeatedly. Over WEEKS.

Further I suggest that the 'I'm having the same problem too' format of responses to my post to NZNOG might imply that maybe you need to examine your own internal processes before you decide to get snarky on a public mailing list.

If Ihug abuse team actually acknowledged complaints and committed to actioning them within a specific timeframe - as many ISPs do - I would not have felt the need to post to NZNOG - which was an act of desparation.

I've been responsible for the abuse@ mailboxes for 3 different ISPs in the past and funnily enough, each of those ISPs took abuse reports seriously. Nomatter how much they might have wanted to killfile reports from particularly frequent reporters. :-)

So I hope you have a great day, Glen. :-)

Mark.

PS: In case anyone hasn't registered it, Simon Lyall's NOC Contact List at http://www.usenet.net.nz/noc is pretty damn useful. Most of the time. :) [And isn't related to Simons past employment with Ihug.]

Glen Wilson wrote:

...

noc(a)ihug.co.nz or abuse(a)ihug.co.nz.

As a habitual abuse emailer, Mark Foster knows the appropriate channels.

Glen Wilson Network Operations Manager Ihug Ltd, Auckland, New Zealand www.ihug.co.nz

On Wed, 22 Jun 2005, Blair Robson wrote:

...

Seriously - try abuse(a)iinet.net.au , explain that you have tried contacting abuse(a)ihug.co.nz (I assume you have?) I don't know weather that will work or not, but I do know that nearly all the senior people at Ihug in NZ are gone..And I think you will find Simon no longer works for Ihug. As far as I can gather everything is being run or in the process of being run from Perth now.

Blair

-----Original Message----- From: jon.brewer(a)att.net [mailto:jon.brewer(a)att.net] Sent: Tuesday, 21 June 2005 3:25 p.m. To: Blair Robson; 'Mark Foster'; nznog(a)list.waikato.ac.nz Subject: RE: [nznog] Anyone awake at Ihug NOC/Security?

We too need a reply from Ihug security, and have unanswered mail in to noc(a)ihug.net - address from Simon Lyall's NOC Contact List. Is there a better address?

To air some dirty laundry, 203-173-155-220.bliink.ihug.co.nz has generated 30 GB of http traffic in the past month for one of our customers - repeatedly downloading one file. (2400 times at last count) Our customer would rather like it to stop.