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Sep. 24th, 2004 @ 11:05 am (no subject)
I suspect they didn't really read my e-mail...

We have a spammer who is spoofing a domain we manage. And they are doing the spoofing through Earthlink. So I send an email to abuse@earthlink.net and instantly get a response:


Hello,

Thank you for submitting a report to the EarthLink Network Abuse 
Department.

We have received a number of reports regarding this issue, and
are already conducting an investigation. Unfortunately, due to 
the high volume of reports that a single incident can generate, 
we are unable to respond personally to all reports.

The EarthLink Appropriate Use Policy, Users Agreement, and
Privacy Policy are available at:
http://earthlink.net/about/policies

Sincerely,

EarthLink Network Abuse


So I get an intant automated that shows no one read my letter. So how is it that they know my problem is the same one they have, "received a number of reports regarding this issue, and are already conducting an investigation"?

Or are they so fucked that they have problems with and are investigating every possible problem out there?
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Ceci n'est pas une personne.
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From:xeroproject
Date:September 24th, 2004 07:56 pm (UTC)
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Huh, I'd expect that kind of response from MSN or AOL, but I thought Earthlink was a little bit more on top of those issues. Apparently not. Need help taking care of them?
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From:felisarcanum
Date:September 25th, 2004 02:13 am (UTC)
(Permanent Link)
Send emails to other addresses complaining about the response from that one. Eventually you can be annoying enough to talk to a live person.
I've done it.
From:(Anonymous)
Date:September 25th, 2004 10:16 pm (UTC)
(Permanent Link)
Having both worked at Earthlink *and* a DNSBL company, I can tell you..:
1. It's hit or miss with their abuse dept. Sometimes they rock, sometimes they suck.
2. They only have maybe 1-5 people for abuse.. And last I knew, they were volunteers. They actually wore other hats within the company. (Ie: Customer Service or Net Admins)
3. They have an autoresponder as well as a number of boilerplate responses. So don't be too surprised if their first few email responses to you look generic.

Keep in mind they have a metric assload of users. Somewhere around 5 Million. Many of these users are retards and wreak havoc all over the place. I wouldn't be surprised if, along with all the spam, their abuse role account gets a few thousand mails per day.

I have a few recommendations: Keep all emails, responses and everything well documented. Always have a copy of all the email headers on handy. (Especially the ones with the spoofed From: address.) You can be concise, but don't be rude. Those usually just end up getting you ignored and/or blocked from emailing them. Oh. And things take time, so it's probably safe to say it'll take more than 24 hours between responses. I also don't believe they work weekends. ;) -lou