“All Operators Busy”: Ransomware Negotiation on Hold
Ransomware attacks are devastating for any organization, but one aspect that’s rarely discussed openly is the agonizing wait between reaching out to attackers and receiving their responses. It often feels like being stuck on hold with customer service—but with your entire business at risk.
Here’s an actual ransomware negotiation chat log from a LockBit 3.0 incident
The Timeline
- Minutes after entering the chat room (12:49–12:50): The victim immediately asks for the ransom price, then repeats the question within half a minute, showing growing impatience and anxiety.
- Almost an hour later (13:39): The attacker finally responds—not with a direct answer, but with a message that “all operators are busy.” This vague, canned reply is reminiscent of frustrating hold messages from customer support.
- Victim waits and tries again (13:40 and 14:09): The victim acknowledges the message with “ok” and follows up with “??” nearly half an hour later, clearly desperate for clarity.
- More than two hours after first asking (15:11): The attacker finally delivers the ransom demand—$200,000—and explicitly threatens destructive actions if not paid.
- Almost a full day later (next day at 14:38): The attacker pushes for a decision, warning the victim that time is running out.
Waiting on Attackers: Worse Than Hold
Most of us have experienced waiting on hold with tech support—listening to repetitive hold music or generic messages like “all operators are busy at the moment.” That frustration is annoying, but it usually resolves with your problem fixed or answered.
For ransomware victims, this “all operators are busy” message carries far heavier consequences:
- The clock is relentless: Every second of silence means systems remain locked, operations halt, revenue stops, and customers are left in the dark.
- No guarantee of resolution: Unlike support calls where help eventually arrives, the attacker might delay indefinitely or disappear altogether.
- The psychological weight builds: The victim experiences rising panic and helplessness as they wait for a response that could save their data or doom their business.
The victim’s repeated “how much??” and “??” messages show their increasing desperation. The lack of timely answers magnifies stress exponentially.
The Psychological Impact on Victims
This waiting game is a form of psychological pressure used by attackers:
- Power and control: By controlling communication timing, attackers keep victims off balance and anxious.
- Uncertainty and fear: Not knowing demands or next steps creates a paralyzing sense of helplessness.
- Emotional exhaustion: Prolonged silence from attackers drains mental energy and hope.
Victims cannot move forward with recovery plans or business continuity until they know what’s demanded—and how much time they have.
When the Demand Finally Arrives — A Double Blow
After over two hours of waiting, the attacker delivers the ransom demand:
This message not only sets a high price but also serves as a reminder of the attackers’ leverage—they possess sensitive data and threaten further damage.
Then, almost a full day later, another message pressures the victim:
This sudden urgency after long silence can feel like whiplash—switching from frustrating waiting to high-pressure threats.
Why This Matters
- Time is money—and risk: Every delayed reply means longer downtime, lost revenue, and increased risk of data loss or leak.
- Stress builds up: Victims have to control their own panic, handle outside communication, and deal with legal or compliance issues—all while waiting for the criminals to respond.
- The negotiation dynamic shifts: Slow replies give attackers psychological leverage by keeping victims unsure, desperate, and reactive.
Original Chat Logs
Attacker: All operators are busy at the moment, please wait for an answer.
Victim: [Chat started]
Victim: how much?
Victim: how much??
Victim: ok
Victim: ??
Attacker: To decrypt your files and prevent us of destructive actions against your company you will need to pay $200,000. We also have all your files.
Attacker: What's your decision? Are you ready to pay? You don't have much time.
Final Thoughts
Ransomware negotiations are not just about ransom amounts but managing extreme fear and uncertainty. Attackers’ delayed responses and generic “operators busy” messages are deliberate tactics to amplify victim stress and control the negotiation. Imagine the frustration of waiting on hold for tech support, multiplied thousands of times, with your entire business at stake.
This is why prompt and strategic timing in ransomware negotiations is critical: delays do more than stall talks—they escalate fear, increase losses, and deepen victims’ powerlessness.
Managing these dynamics can help lower ransom demands and reduce pressure, but victims still face the difficult psychological struggle and the stressful waiting period.