Telkom feedback: Bandwidth measuring

[rpm]

Hi Gents

I received some feedback from Telkom (Hans).

Complaint 1:

In the first complaint bandwidth measuring showed uploading and downloading while the modem+ machines were switched off:

Hans: There appears to have been log-in from other areas. We have handed this problem over to our security and investigations for further investigation and action. I will keep following up.

This is obviously of great concern to all of us, especially in the case of multiple accounts. This was my account, and all information, including username and password, was never shared in any form. I have antivirus and firewall security protection, and therefore standard attacks are not probable. The only way this could have logically happened was therefore a Telkom insider attack. I believe Telkom’s logic is the same, and hence the security and investigations move. What is sad is that a long investigation will most probable commence, which might produce results or not. While this is continuing, the user suffers and no compensation is given. I will raise this point with Hans.


Complaint 2

In this complaint the user was billed for bandwidth usage the previous day.

Hans: There is a simple explanation for this complaint. The
measurement is done at the end of each session. If one logs on at
00:01 on 31 October, the measurement is done at the next session which
would be at 00:01 on 1 November. Therefore the 31 October usage is
reflected on November 1.


Other complaints

Since these users use an ISP other than Telkom, these complaints cannot be handled by us (Telkom), as they subscribe to another ISP who will have to interface with SAIX. I dare not tread on their territory.


RPM
[email protected]

 

[rpm]

Hi gents

My letter to Hans. I must say that his service has been good up to now, and it seems that we might be able to address issues using this avenue. In comparison with our previous experiences this is quite refreshing to see...

Regards,

RPM


"Hi Hans

Thanks again for the feedback.

After considering the case where there was log-ins from other areas, I have obvious concerns. The first is of Telkom employees abusing Telkom ADSL customer’s accounts (similar to making calls on another subscriber’s telephone number uncovered a few years ago). I hope the guilty party/parties are found and arrested for their crimes. Is all of this information stored securely (possibly in encrypted format), and what measures are in place to prevent feature abuse? Many users might suffer unknowingly from the same problems, and the only reason I became aware of this is because I did not use the account during this period. The same goes for the other user we discussed.

Another more pressing concern is that the user is not immediately refunded for this abuse, and the username and password is not changed without hesitation. Since the login came from ‘other areas’, it is very unlikely that this user decided to move around the country, finding ADSL enabled exchanges/friends and using his own account for this purpose. There is clearly a security breach, and the details (both username and password) must be changed immediately. I think this should become standard security protocol.

I am certain you agree that both the points raised are relevant and fair. We are awaiting your reply."

RPM
[email protected]

 

[kaspaas]

Hi,

could you please ask Hans that Telkom supplies on the Bandwidth monitoring page a list of all logins made - IP numbers and which exchange it is as well as the connection/disconnection times.

It would be handy if the same info is included in the bandwidth usage e-mail notifications.

This would empower each and everyone to keep an eye on possible abuses.

It would also be handy if one could change your password online.

Then also a dedicated e-mail address where abuses can be reported. Nobody is going to spend hours on the phone listening to music while waiting for an incompotent helpdesk operator to report abuses. Especially when you don't know if you are not talking to a dirty hand anyway.

I believe that each and everybody on this forum will report abuses if a user friendly reporting system is in place.

Thanks for your troubles.


South Africa needs World Class Broadband at World Competitive Prices.

 

[ProAsm]

An excellent idea kaspaas.

 

[VQuest]

I agree with kaspaas - there should be a way for us to change our password online. I also feel that no one at Telkom should know our password. Also, a form of logging IP's and exchanges would come in handy.


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United we stand!
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[paf]

I've mentioned before that I find it unacceptable that the user is not able to change his password himself. He has to call Telkom.
It also appears the Telkom guys can read your password in clear text - I know this is definately the case for the email access (a Telkom guy read mine out to me once on the phone), I assume it's the same for the ADSL account.
I don't know when last I came across an IT system that stores passwords in clear text. Any half decent system will store password encrypted and readily allow the user to change it.
Telkom need to close that very obvious security loophole first.