[AusNOG] Telstra manipulating DNS to block botnets

[Jake Anderson]

My better half worked tech support for banks.
When the problems wasn't theirs, SOP was to dump the call as 
expeditiously as possible.
If its an industry wide code of practice then I don't see it being any 
different to people who call their ISP asking for help using MS Word.


On 18/06/12 21:27, Roland Chan wrote:
>
> Would anyone like to try that with a real unskilled customer and get 
> back to us with the response?
>
> On Jun 18, 2012 1:24 PM, "Jake Anderson" <yahoo at vapourforge.com 
> <mailto:yahoo at vapourforge.com>> wrote:
>
>     On 18/06/12 12:31, Mark Andrews wrote:
>
>         In
>         message<60828CFFDBEBA946AC54D9293505E84D0149F30DC60B at sssydmail01.stratsec.l
>         ocal>, Eric Pinkerton writes:
>
>             Let's also not forget, that it's more and more the case
>             today that people hav
>             e multiple machines connected to their home router
>             including smartphones, lap
>             tops, DVD players, Tablets, Games Consoles, Media Centres
>             etc etc - and so qu
>             arantining the entire connection because one of those
>             machines is infected ca
>             n be far more disruptive to your customers than it once was.
>
>         Which in turn makes it all the more important that the customer is
>         informed of the problem so they can rectify the problem.  All
>         those
>         machines are within the home network so there is potential for
>         elevated levels of trust of the infected machine.
>
>         Mark
>
>     If it was to work a quarantine system would need to be applied at
>     pretty much all ISP's so people don't just churn to somebody who
>     doesn't block.
>
>     This is something the Govt could actually do real good with. Some
>     sort of Govt lead industry body that identifies infected networks
>     and quarantines them. They already do this for infected people and
>     the wider population accepts it.
>
>     It need not be massively disruptive, the process of placing a host
>     into quarantine could be gradual and if the client is on the ball
>     there need be no loss of service.
>     5 business days from detection to quarantine say.
>     You email them the moment its detected with a warning and put them
>     into monitoring.
>     2 days later if its still ongoing another email (or phone call if
>     you have a "premium" provider)
>     4 days after detection start redirecting them to clickthroughs
>     that their network is going to be shut down tomorrow
>     5 days after detection its walled garden time.
>
>     Support costs should be minimal, "you have a virus on your
>     computer, go get it fixed then call us back bye -click-"
>
>     In terms of contract, drop the customers to line rental rates
>     whilst they are infected and pause the duration of the contract
>     (also offer "pauses" to the clients so people don't get infected
>     just to take a holiday).
>
>     If all ISP's in .au did it I can see some drastic improvements in
>     the overall health of "the network" reduced bank fraud and the
>     like, net win for society as a whole.
>
>     The kiddies would be exposed to far less porn if their computers
>     were clean of redirecting viruses than the great firewall will
>     prevent.
>     (i know the firewall isn't/wasn't sposed to protect the kiddies
>     eyes but thats the way it always sounds in the media)
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