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Comment: Re:Lets ask in different context (Score 3, Informative) 486

by Yalius (#33799576) Attached to: Should ISPs Cut Off Bot-infected Users?
The first time, we take the member's word that they've cleaned or replaced the computer. After that, if it recurs, we need to see either an invoice from a repair shop or retail shop for repair of purchase of a computer. We provide CDs here in our office with removal tools, and we do provide removal and cleanup services.

We also provide download links for security software right from our tech support portal, and a complimentary CD with the same software with every new subscriber. 3 times a year we offer a class on intro to pc and internet security. If someone's still getting infected after all the resources we've made available, then tough love may be just what's needed.

Comment: Re:Lets ask in different context (Score 5, Interesting) 486

by Yalius (#33799162) Attached to: Should ISPs Cut Off Bot-infected Users?
Because you've apparently never been blacklisted because one of your members sent comcast.net 250,000 spam emails in a 24-hour period. Because you've never had your SMTP server so overloaded with botnetted messages that delays of up to an hour were occurring for legit traffic. Because you've never had to block port 25 for out-of-area SMTP traffic because of complaints from other local partner ISPs. Yes, we disable access for identified botnet members and spammers. The infections of a handful of our members' PCs aren't going to ruin the experience for our other 6500 members.

Comment: My sympathies lie... (Score 3, Interesting) 327

by Yalius (#24855315) Attached to: User Charged With Taking ISP Tech Hostage
...squarely with the tech. I do field repair work for a smallish ISP myself, and it is absolute, zero flexibility policy that if any sort of threat, even in a joking manner, is made to our safety, we leave the premises immediately. Now to the best of my knowledge, the only circumstances this has actually been invoked under have involved unruly dogs, but were a subscriber to joke about holding one of us hostage, we're required to get the hell out, even if it means leaving equipment, up to and including entire vehicles, behind if necessary.

The policy does allow us to return to the customer's premises at a later time, at our discretion, but only when accompanied by another tech.

While I cannot vouch for the following, it is what has been described around the office here. "Back in the day" a subscriber apparently did use a shotgun to, ahem, "troubleshoot" a wiring ped right in front of a field tech. So, no, I have no doubt whatsoever that some people are more than capable of threatening what's implied in the article.

QOTD: Silence is the only virtue he has left.

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