[191820] in North American Network Operators' Group
Re: Krebs on Security booted off Akamai network after DDoS attack
daemon@ATHENA.MIT.EDU (Jared Mauch)
Tue Sep 27 16:01:07 2016
X-Original-To: nanog@nanog.org
From: Jared Mauch <jared@puck.nether.net>
In-Reply-To: <30d73fd7-e183-2a43-9929-67e039684023@2mbit.com>
Date: Tue, 27 Sep 2016 15:59:20 -0400
To: Brielle Bruns <bruns@2mbit.com>
Cc: nanog@nanog.org
Errors-To: nanog-bounces@nanog.org
> On Sep 27, 2016, at 10:48 AM, Brielle Bruns <bruns@2mbit.com> wrote:
>=20
> You start cutting off users or putting them into a walled garden until =
they fix their machines, and they will start caring.
Wait until the user who claims perfection gets on the phone, etc.
We had a network outage that caused a customer to go down, but they =
couldn=E2=80=99t sort it as they had two links to our network.
Turns out they didn=E2=80=99t advertise the same routes on both links, =
and when I explained this to them they got very quiet on the phone. (It =
was a conference call with a lot of senior leadership on both sides =
involved). I asked if they wanted to correct the error so I could =
validate that it was fixed and they quickly went away. The tone before =
that point of the call was quite different.
Residential customers can be far worse. I=E2=80=99ve heard of users =
clicking =E2=80=9CI cleaned my stuff=E2=80=9D to get out of the portal =
nearly 200x because they are trained to =E2=80=9CClick to accept=E2=80=9D =
everything else. This in no way shocks me, nor can everyone understand =
the complex error messages that computers provide. I myself end up =
searching for obscure error messages often due to hardware or software =
failures in $dayjob as well as supporting friends and family around me.
End-users can be a unique problems to work with.
- jared=
