We put them in a ticket on the customer account. We suspend the customer requesting they call us. We inform the customer of the issue and that we have a 3 strike policy regarding this. Typically Torrenting customers are problem customers and high usage anyways. The parents rarely understand, and typically they scare the kids into removing the programs.
Regards, Chuck On Mon, Sep 26, 2011 at 3:04 PM, Andy Trimmell <[email protected]> wrote: > Ok. We just contacted a customer for the first time. We’ll take your advice > I think and respond to them and save the customer the grief. > > > > From: [email protected] [mailto:[email protected]] On > Behalf Of Justin Wilson > Sent: Monday, September 26, 2011 2:49 PM > > To: WISPA General List > Subject: Re: [WISPA] DMCA Takedown > > > > If I get repeated requests for the same customer my response to > a customer is to tell them they may have a virus, spyware, or a teenager. I > spin it where the very act of doing this is slowing down the customer's > connection. If they are a customer who seems reasonable it might be prudent > to mention such activities could expose them to lawsuits by movie companies. > I don't mention illegal as to not freak out most customers. On the > flipside you have the customers who share files just to be defiant to the > RIAA. I don't have time to debate them. > > > > I typically do not pass on the request directly to the customer. > Too many shady firms out there. If the customer contacts them they can be > bullied into paying money. I just file these requests away and do respond > to CYA. > > > > Justin > > > > -- > > Justin Wilson <[email protected]> > Aol & Yahoo IM: j2sw > http://www.mtin.net/blog – xISP News > http://www.twitter.com/j2sw – Follow me on Twitter > > > > From: Andy Trimmell <[email protected]> > Reply-To: WISPA General List <[email protected]> > Date: Mon, 26 Sep 2011 14:42:05 -0400 > To: WISPA General List <[email protected]> > Subject: Re: [WISPA] DMCA Takedown > > > > Ya we don’t give any customer information to anyone. We just pass along the > takedown notice to the customer and tell them to stop. We were just > wondering if anyone had any kind of official template or if they even passed > along any notice to the customer at all stating they have been downloading > copyrighted material. > > > > Does your customers even know they have been doing anything wrong before a > subpoena is made? We’ve never received any of these until we switched > providers. > > > > From: [email protected] [mailto:[email protected]] On > Behalf Of Justin Wilson > Sent: Monday, September 26, 2011 2:17 PM > To: WISPA General List > Subject: Re: [WISPA] DMCA Takedown > > > > My .02 > > > > It's not illegal until a court, or law enforcement agency > presents paperwork it is. It is not up to the ISP to be the Police. To me > that’s a loosing scenario to determine what is lawful and what is not. Let > the experts determine that. > > > > My response to these is something along these lines: > > > > "Thank you for contacting us. We would be glad to cooperate with > any official legal request. Please have your attorneys forward all > appropriate paperwork to <Insert Law Firm contact info here>. > > > > If you want to take the extra step throw in there you charge an > administrative fee for providing any information on this customer. After > legal paperwork has been cleared by your attorney of course. After all, you > are helping these people (most of these are from law firms seeking a bounty) > make money themselves. > > > > The only way I would turn over any sort of customer info is due > to a subpoena or other such legal document. Lessens your exposure for > lawsuits from the customers based upon privacy concerns. > > > > Justin > > > > -- > > Justin Wilson <[email protected]> > Aol & Yahoo IM: j2sw > http://www.mtin.net/blog – xISP News > http://www.twitter.com/j2sw – Follow me on Twitter > > > > From: Andy Trimmell <[email protected]> > Reply-To: WISPA General List <[email protected]> > Date: Mon, 26 Sep 2011 13:16:47 -0400 > To: WISPA General List <[email protected]> > Subject: [WISPA] DMCA Takedown > > > > How do you all respond to these takedowns? Do we need to respond back to our > provider with anything? We’ve just been passing the information onto the > customer in jeopardy. Are we doing all of our part? Most of the time its > kids downloading games. So we send the parents an email and phone call > talking about the takedown request. Is that enough or should we be > responding to the provider that we contacted the pesky kids that foiled > everything? > > > > Thanks > > > > Andy Trimmell > > Network Administrator > > [email protected] > > 317.831.3000 ext 211 > > > > -------------------------------------------------------------------------------- > WISPA Wants You! Join today! http://signup.wispa.org/ > -------------------------------------------------------------------------------- > WISPA Wireless List: [email protected] Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless Archives: > http://lists.wispa.org/pipermail/wireless/ > > -------------------------------------------------------------------------------- > WISPA Wants You! Join today! http://signup.wispa.org/ > -------------------------------------------------------------------------------- > WISPA Wireless List: [email protected] Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless Archives: > http://lists.wispa.org/pipermail/wireless/ > > > -------------------------------------------------------------------------------- > WISPA Wants You! Join today! > http://signup.wispa.org/ > -------------------------------------------------------------------------------- > > WISPA Wireless List: [email protected] > > Subscribe/Unsubscribe: > http://lists.wispa.org/mailman/listinfo/wireless > > Archives: http://lists.wispa.org/pipermail/wireless/ > -------------------------------------------------------------------------------- WISPA Wants You! Join today! http://signup.wispa.org/ -------------------------------------------------------------------------------- WISPA Wireless List: [email protected] Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
