Dealing with infected users (Re: ICMP traffic increasing on most backbones Re: GLBX ICMP rate limiting

Thu Aug 28 20:01:42 UTC 2003

We have been doing that.  During quiet times our Customer Service Reps 
(CSR) are calling infected users telling them

a) Their computer has been compromised. In its current state it can 
potentially be taken over by others or other users can look at the contents 
of their private files etc.
b) It is currently interfering with other users connections.  Particularly 
our DSL users can blast out at a fast enough rate to hamper dialup users.

If the user is not home (often broadband users leave their computers on) 
the CSRs leave a message stating the customer can call in any time they 
like and they will be reactivated. Once doing so, they need to clean their 
machine ASAP-- there are several FREE point and click tools now.

The majority comply and are understanding. I think the key is to emphasize 
that its in their best interest and that we did it for THEIR protection 
(i.e. someone can potentially take over your machine,look at your private 
files, delete things etc etc). Also emphasize that they need to be a 
responsible Internet participant --  e.g. how would they like it if another 
user was hampering their connection because that other user had a virus and 
we didnt get them to clean it up.  Give your CSRs a script or talking 
points to follow and it should be smooth for the most part.

         ---Mike

At 12:42 PM 28/08/2003 -0700, Dan Hollis wrote:

>On Thu, 28 Aug 2003, Rachael Treu wrote:
> > Facing facts, people are _not_ patching their stuff, in spite of pervasive
> > pleas and warnings from vendors and media geeks.
>
>There need to be more serious consequences for not patching. Like, having
>their ports turned down until they decide that patching might not be such
>a bad idea after all.
>
>-Dan
>--
>[-] Omae no subete no kichi wa ore no mono da. [-]