Problem fallen into chasm between Support and abuse@PN ?

MrC — Wed, 07 Jan 2009 18:15:11 GMT

I have a bit of a problem where I'm receiving network packets in error from another PN user. I've checked the contents of the packets and I've satisfied myself that it's not malicious; it looks like a pretty obvious misconfiguration on their part. I can easily set up a firewall rule to quietly drop these packets however there's a small chance of a flood of these packets taking up a chunk of my bandwidth in the future so I'd really like it fixed at some point. There's also the issue that the other PN user might like to be seeing these packets
I dropped the other PN user an email in October to their postmaster address which had no effect - OK it may have been trapped by a spam filter - that's understandable.
I then raised a support call (ID:27366466) on 22/12/08 with PN with all the details including a screendump of a packet trace. After all we're both PN customers, and the problem is easy to see and identify, so I hoped PN could just contact them using their contact details and tell them there's something up with their system.
Support update the call saying I need to send an email to abuse@PN which is a bit strange - it doesn't really seem relevant as we're both PN customers and it's not malicious but WTH, due process etc. so I copy and paste the contents of the support call into an email to abuse@PN (still on 22/12/08). I get a automated response from abuse@PN.
Since then nothing, and the support call is closed automatically without any further updates. The network packets are still arriving.
I accept that things might be delayed as a result of Xmas and New Year but surely someone should have got back to me by now? Do I have to email abuse@PN, or raise another support call to get an update?
(It also seems strange that abuse@PN can't receive and update calls via the PN support call system where both parties are PN customers.)
Thoughts, comments welcome, or should I have approached this differently?

Re: Problem fallen into chasm between Support and abuse@PN ?

Anotherone — Sat, 10 Jan 2009 04:50:03 GMT

2 1/2 days and no one from PN has taken ownership of this

Re: Problem fallen into chasm between Support and abuse@PN ?

Oldjim — Sat, 10 Jan 2009 10:44:44 GMT

Flagged up - no staff on yet but I will keep a check

Re: Problem fallen into chasm between Support and abuse@PN ?

orbrey — Sat, 10 Jan 2009 12:34:27 GMT

Hi MrC,
Sorry this seems to be going nowhere. The abuse report will be sat with the networks team who will be looking into it soon, I'll prod them for you as soon as we get back into the office.

Re: Problem fallen into chasm between Support and abuse@PN ?

MrC — Sat, 10 Jan 2009 16:11:07 GMT

Many thanks Anotherone, Oldjim and Orbrey.
Mike

Re: Problem fallen into chasm between Support and abuse@PN ?

MrC — Fri, 23 Jan 2009 18:37:46 GMT

Received an email from abuse@pn today so hopefully all now sorted.
Mike

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Problem fallen into chasm between Support and abuse@PN ?

Re: Problem fallen into chasm between Support and abuse@PN ?

Re: Problem fallen into chasm between Support and abuse@PN ?

Re: Problem fallen into chasm between Support and abuse@PN ?

Re: Problem fallen into chasm between Support and abuse@PN ?

Re: Problem fallen into chasm between Support and abuse@PN ?