alt Hacker NewsWhat if I have a slimy TV box or nasty on my phone, living on my network?
You take IP down, you kill the cancer but you also end up killing the patient.
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Better yet, it's the only CGNAT address for a little town in Brazil. You just banned an entire town from your site.
Not the person you are asking but site operators can not tell intent. It could be something nasty on the network or a botter feigning ignorance.
I'd say its probably an acceptable casualty in the battleground that is the internet especially for little one-off sites hosting blogs, forums, chat servers, etc... For a bigger site I would expect that person may have to open a ticket with the platform such as Amazon accepting that some CDN's and firewalls may be harder to get the block removed. This is why we can't have nice things.
Nothing wrong with contacting the customer, and taking down the IP briefly until the customer can deal with their malware hosting toaster.
However, I can see the argument for giving the customer 24-48 hours to resolve the problem.