Your post is spot on and I've felt every frustration you've outlined. I maybe should have clarified my post originally to suggest I'm not entirely suggesting this is a fault of Intermedia, as they don't know our internal systems architecture. But getting the issue resolved and being able to get the message relayed that the machine posed virtually no threat to an admin who could have done something about it was just as much of a chore as you've just explained.
Granted, the hilarious irony in this is that it was Intermedia who pointed out "there's an infected machine" on your network, so all of the wrangling around and sending tracert outputs, just to get a reply weeks later "This IP address is infected" and the resulting "That's what it was? That machine is just for testing, we know it's infected." was a bit of a grind.
Granted, the hilarious irony in this is that it was Intermedia who pointed out "there's an infected machine" on your network, so all of the wrangling around and sending tracert outputs, just to get a reply weeks later "This IP address is infected" and the resulting "That's what it was? That machine is just for testing, we know it's infected." was a bit of a grind.
tl;dr - I know that feel.