Oh, we're just going to take your internet away
Here's what the ISP for one of my clients did today:
1. They called a non-technical contact at the client indicating that there had been some kind of phishing fraud related to ebay originating at one of their IP addresses. (Not bloody likely as users at that location have no access to servers there and the servers have very few ports facing "the world.")
a. Left a phone number to the "network investigations unit."
b. Left a ticket number
c. TOOK BOTH THE PRIMARY AND BACKUP INTERNET (T1) CONNECTIONS DOWN at the client's main office!
2. I called the number they left.
a. Line's busy
b. Line rings forever
c. Answering machine....
d. Line rings forever
3. I called the usual tech support number
a. Support rep. indicates that the "network investigations unit" has put an "administrative hold on the lines"
b. Support rep. indicates that the "network investigations unit" can't be contacted internally, rather the support rep. has the same phone number I've been given.
c. Support rep. indicates that the "network investigations unit" is small and can best be contacted by leaving a message or an email. (I did both)
d. Support rep. indicates candidly that the "network investigations unit" has the tendency to take customers' connections down and then make it impossible for the customer to contact them.
4. I moved the main database server for the client to another location a few blocks away (this takes a couple of hours).
a. I assume that the "network investigations unit" decided that it was best to screw only the main part of the business... to the tune of roughly $ 20,000.00 per day of lost revenue (hence the backup internet connection).
5. As of yet, I have still heard nothing from the "network investigations unit."
Question:
What would you do if your ISP took your main and redundant Internet connections down on (apparently) a report from a third party and refused to be contacted?