The scum of the internet and our ISP
I'm fuming right now, so if you don't want to read a rant, please move on.
A few days ago, our ISP -- Coloquest (who gets a rel=nofollow because they don't deserve the Google Juice) -- informed us of a notification they received about a file being uploaded and made publicly available via our new public feature which was a virus and was circulating through email. We told our ISP that we would notify the user, give them 36 hours to remove the file, and if they didn't we would remove their account. They didn't remove the file (because they're scum), so we removed their account.
Over the next couple days, apparently a few more of the same files appeared through more fake users. They continued to spread via email, and apparently (though we never received notification again) our ISP was again notified. Rather than telling us, our ISP decided to simply block the IP address of our web server. Of course, this means we were "down" even though we weren't really down.
It took us a bit to figure out what was going on (and why we could access our web server from within our internal network, but not externally) and sent our ISP a mail. They responded with a forwarded complaint, and then stopped responding when we told them we took care of the issue. They also didn't respond to repeated phone calls. These guys are class acts, right? (I'm just glad we don't have any virtual servers through them and actually administer the servers ourselves in a data center we have controlled access to.)
Now, I understand our ISP was just doing their job trying to keep malicious content off the network. But, so are we. If you simply notify us, we'll take the appropriate action. And when you notified us the first time, we did so. But, it's pretty hard to know if it's continuing to happen if we don't ever receive a complaint. Now that we know, we've temporarily disabled public files and we'll build a virus scanning component which will run before a file is made public.
Anyway, I think Coloquest (also DBA Gigenet so don't be fooled) performed really poorly today. And it's the second time in as many weeks that I can say that about them. Luckily, they don't own the physical data center (StarPoint Digital owns it, who I have nothing but praise for) so I don't have to deal with them too often.
A few days ago, our ISP -- Coloquest (who gets a rel=nofollow because they don't deserve the Google Juice) -- informed us of a notification they received about a file being uploaded and made publicly available via our new public feature which was a virus and was circulating through email. We told our ISP that we would notify the user, give them 36 hours to remove the file, and if they didn't we would remove their account. They didn't remove the file (because they're scum), so we removed their account.
Over the next couple days, apparently a few more of the same files appeared through more fake users. They continued to spread via email, and apparently (though we never received notification again) our ISP was again notified. Rather than telling us, our ISP decided to simply block the IP address of our web server. Of course, this means we were "down" even though we weren't really down.
It took us a bit to figure out what was going on (and why we could access our web server from within our internal network, but not externally) and sent our ISP a mail. They responded with a forwarded complaint, and then stopped responding when we told them we took care of the issue. They also didn't respond to repeated phone calls. These guys are class acts, right? (I'm just glad we don't have any virtual servers through them and actually administer the servers ourselves in a data center we have controlled access to.)
Now, I understand our ISP was just doing their job trying to keep malicious content off the network. But, so are we. If you simply notify us, we'll take the appropriate action. And when you notified us the first time, we did so. But, it's pretty hard to know if it's continuing to happen if we don't ever receive a complaint. Now that we know, we've temporarily disabled public files and we'll build a virus scanning component which will run before a file is made public.
Anyway, I think Coloquest (also DBA Gigenet so don't be fooled) performed really poorly today. And it's the second time in as many weeks that I can say that about them. Luckily, they don't own the physical data center (StarPoint Digital owns it, who I have nothing but praise for) so I don't have to deal with them too often.
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