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Spam: Email Gone Wild!. Phil Weintraut Product Manager, Cox High Speed Internet September 23, 2004. Overview. Cox Communications What is SPAM? How does it affect Cox and our customers? What is Cox doing as an ISP? What are the results? Questions. About Cox Communications.
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Spam: Email Gone Wild! Phil Weintraut Product Manager, Cox High Speed Internet September 23, 2004
Overview • Cox Communications • What is SPAM? • How does it affect Cox and our customers? • What is Cox doing as an ISP? • What are the results? • Questions.
About Cox Communications • Atlanta based serving 6.3 million customers. • Multiple products: Cable, Internet & phone for residential and business. • 2.2 million Internet customers • Serving 37 AZ communities • 15k mile fiber-coax network • 1.7 million customers in AZ
What is Spam? • Unsolicited junk email • Why Spam? • Monty Python’s Flying Circus! • Piles and piles of something you don’t want.
How it Affects Cox and Our Customers • Clogs email in boxes • Wasted time • Offensive in nature • Clogs Internet in general • Slowdowns in website visits • Slow deliver of email • Drives many, many phone calls and emails to Cox • Customer dissatisfaction • ISP Blacklists
By the numbers…. Customer Care: • 11.7% of customer complaints • $194,600 + cost to handle Customer Security Department Complaints $195 k 55,000
Cox’s Response to Spam • Customer education • Employee education • Network monitoring • Watching for infected customers • Shutting down abused ports • Spam blockers • Pop-Up blockers • Email virus scans • Anti-Spyware
Impact • Over 800k Spam blocker downloads to date • Spam complaints reduced dramatically • 1st Qtr – 11.7% • 2nd Qtr – 7.3% • 3rd Qtr – 5.82% thru Aug • Aug only is .01%! • Blacklisting is rare.
