I wrote to my ISP (a major cable company) yesterday informing them that they were vulnerable to a serious security exploit and that they had not yet patched their systems (even though patches had been out for some time).
On the first line of my message was the statement “Please direct this to your security/network operations staff. Front-line customer support will be unable to address this serious security problem.”
I received their response today: “We apologize for your connectivity problems (?!). Please reset your cable modem.”
Idiots. I wrote back, LARTed them for not actually reading my message, and again requested that they direct the message to the suitable department. We’ll see what happens.
I know that customer support folks have to deal with a lot of crap from users (I know, I’ve been there), but this is a serious security issue and there’s no other means that I know of to contact their security staff.
Is it too much to ask that they actually read my message before replying with boilerplate?