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Topic # 166174 4-Mar-2015 22:32
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I was at a clients shop this evening. They have a Spark / Telecom Huawei HG659b
Long story cut short - I'm needing to open a port so they can view their security camera remotely.

Set up the application ( port in, port out, etc), set up a static ip address, registered the device , connected it all together, rebooted the router - and nothing.
I've checked the device responds etc so its not my setup. Checked using GRC. Like a lot of others got nothing but stealth on a port scan but when I scan the remote admin port or the remote ftp port they show up as open (port 8080)

I set the device as DMZ, rebooted - nothing.  I'm getting the same result as others have had and from memory I've seen this before on other huawei modem / routers. See the list of links below for other similar stories. huawei routers don't port forward - well at least the spark ones don't.

So why the strange subject title?
I phoned Telecom and got told they had to put me through to Huawei for support. Huawei took my name, the model number asked me the problem and then told me I would have to talk to vodafone for support.

I re-stated it was a telecom branded router, inside and out, from telecom and the model number.
"You need to get support from vodafone"

I reiterated I was a Telecom customer.  - "We only supply those routers to vodafone and you need to talk to them. "

I pointed out vodafone and spark / Xtra / telecom are competitors and sending TCom clients to vodafone is a bad move - especially if you are providing SLA support for TCom.

"It is a vodafone router - you need to talk to vodafone. "

Again I reiterated the competitor angle / issue and it was a TCom router.

"No sir they are are not competitors.  you need to talk to vodafone."

I must admit at that point I used an expletive not suitable here that can be abbreviated as BS (20c in my swear jar) and pointed out BT is a competitor of vodafone, Aussie Telecom is a competitor of aussie vodafone and as shore as ducks quack NZ Telecom is a competitor to NZ Vodafone. I then requested their Supervisor.

The talk with the supervisor went pretty much the same as above, xcept she told me it was a vodafone router I had. My reply, so why does it have a Spark / TCom symbol on the front, a tcom SSID, a TCom 5.8 SSID and Tcom branding all through the user interface, packaging and paperwork?

Who supplied your router sir? - telecom I replied.
But this is a vodafone router.

Holy mumbo jumbo batman - are these people thick?  I gently but insistently explained to her that Telecom put me through to them, that they supplied the router to TCom and TCom has an SLA for support of Huawei supplied routers which doesn't include sending me to vodafone for support.

But you need to go to vodafone as they configured that router.

After 30 mnutes of absolute frustration, forcing the superrvisor to get back on the phone after she put me back to the first "help(sic) desk" user etc she sent me the how to docs.

I checked them  - it runs out they tell you to set up the application settings but not a static IP, a device or anything else.
I pointed out all that had been done, pointed out what the docs they sent missed and when she mentioned vodafone again told her I would be reporting to the Telcom Heirarchy that their provider of routers who have an SLA agreement with them to provide support for those routers are sending their clients to vodafone for support.

"Is there anything else I can help you with today?"  Not likely sister - I dont feel very helped in the first place (click).

Now I expect to have to force me way through to 2nd and 3rd teir support for most Tcom issues as I am bright enough to resolve a lot of issues myself. However I am not expecting to have to go to vodafone to get support for my clients TCom supplied router.

Moral of the story?  Telecom / spark / xtra / whatever or whoever you are now - The Huawei business routers you supply are not only slow and damaged but Huawei are actively sending your clients to the opposition. My advice? Ditch huawei, if not for the crappy routers at least for the completely dumb donkey (a$$ is considered a bad word here - even though its an animal and not a body part)  support they provide. They are double dipping you in the damage to your reputation department.


A sample of huawei router issues with port forwarding.

http://www.geekzone.co.nz/forums.asp?forumid=39&topicid=153502
http://www.geekzone.co.nz/forums.asp?topicid=143156




nunz

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Mr Snotty
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  Reply # 1251418 4-Mar-2015 22:54
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2nd post on the first thread you linked to - you need to specify the interface (ADSL, VDSL or Fibre) to forward the ports from. I've done it in the past and it has worked fine.

Also it has almost been a year since the Spark name change. Can we please stop referring Spark as Telecom? We all know who Spark is now so there is no need to even mention Telecom anymore. I also believe if you upgrade the firmware from their website here then you get the full blown Spark branding (and also fixes bugs).

Personally I think these routers are great and work well, they're not as broken as you say.

Spark even provide a port forwarding tutorial here so I honestly have no idea why you called up Huawei, Spark always have and always will support the routers they provide to their customers even right down to port forwarding if you get the right person but they've actually got extensive help guides on their website relating to the routers they've either once provided or provide now.




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  Reply # 1251419 4-Mar-2015 22:54
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Interesting story. I will ask someone from Huawei.

On the other hand, please don't port forward to IP cameras and don't put them in the DMZ. Most cameras have vulnerabilities that haven't been patched and won't be. Most use default passwords and there are websites around that link to "open" cameras for all to see.

It's a bad idea.





 
 
 
 


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  Reply # 1251420 4-Mar-2015 22:55
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freitasm: Interesting story. I will ask someone from Huawei.

On the other hand, please don't port forward to IP cameras and don't put them in the DMZ. Most cameras have vulnerabilities that haven't patched and won't be. Most use default passwords and there websites around that link to "open" cameras for all to see.

It's a bad idea.



This, have also seen camera systems exploited on a shell level (some D-Link ones). It is very important you understand what you're forwarding to.




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  Reply # 1251425 4-Mar-2015 23:07
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Never, ever set a port forward on an IP camera. It's just an open invite for trouble.

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  Reply # 1251465 5-Mar-2015 07:32
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@nunz with your permission I can have a Huawei Executive look at this.




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  Reply # 1251484 5-Mar-2015 08:21
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sbiddle: Never, ever set a port forward on an IP camera. It's just an open invite for trouble.


Excuse my ignorance but how do view an IP camera without port forward, for example if you are outside the building it is located in?



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  Reply # 1251488 5-Mar-2015 08:29
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kiwitrc:
sbiddle: Never, ever set a port forward on an IP camera. It's just an open invite for trouble.


Excuse my ignorance but how do view an IP camera without port forward, for example if you are outside the building it is located in?




Remote into computer on network via teamviewer/VPN then access camera.




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  Reply # 1251592 5-Mar-2015 11:53
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Hi nunz, Nick here from Huawei NZ.

You probably don't need me confirm for you that it's not company policy to direct Spark customers to Vodafone support and the router you've listed is most certainly a Spark unit. Apologies for the mistake there.
The likely explanation is what we call a "training error" at the helpdesk. On the flipside, it is nice to note that it seems the routers have proven so reliable the helpdesk hasn't really been tested until now...

However, that does need sorting so our NZ support manager is looking into it and we should be able to make sure this is a one-off. I'll also check to make sure new employees in off-shore helpdesks are aware that Spark may still be referenced as Telecom on some calls. That might cause some confusion otherwise.  

Regarding your inquiry, the helpdesk people should have the call logged and be able to get back in touch to assist you once we've spoken to them. I'll also keep tabs on it, as will our local support manager, and I can PM you for contact details if they've not got your number.

Cheers
Nick

PS - thanks to Mauricio for the heads-up on this thread.

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  Reply # 1251601 5-Mar-2015 12:15
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Hello Nick. Good to see you on GZ. I have some feedback as a power user of the HG659. I have found it to be a frustrating device. This is mainly due to Vodafone locking down the admin password. This has caused a number of dramas and a quick search of GZ will find a number of threads mostly relating to users unable to set custom DNS servers, DNS dropping on reboot and VOIP.

Power users are now tending to flash Sparks firmware due to the older Vodafone firmware issues.

http://www.geekzone.co.nz/forums.asp?forumid=40&topicid=165856

I am not sure what the solution is but just to say that my device is going well after a swap from Vodafone to Sparks firmware.

Kind regards, Matt.




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  Reply # 1251611 5-Mar-2015 12:42
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Ditto, the V/fone firmware bites - Huawei need to talk to them about getting it sorted. Browse the V/fone forums as well to see the issues raised about it... 






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  Reply # 1251666 5-Mar-2015 13:47
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I don't see the issue with loading on the Spark firmware onto the Vodafone supplied ones. As long as you can flash the firmware on and it doesn't brick the router then what is the issue?

I don't think any of the VoIP features are enabled on the 659 Spark firmware. But could be wrong here.

So perhaps the thread name should be the other way around, people directing Vodafone customers to flash their 659's with Spark firmware :)





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  Reply # 1251724 5-Mar-2015 14:48
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Sorry , new topic here




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  Reply # 1253003 7-Mar-2015 21:06
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freitasm: Interesting story. I will ask someone from Huawei.

On the other hand, please don't port forward to IP cameras and don't put them in the DMZ. Most cameras have vulnerabilities that haven't been patched and won't be. Most use default passwords and there are websites around that link to "open" cameras for all to see.

It's a bad idea.



The only reason for putting a camera PC on the DMZ was to test the router - a last resort. Its a standard PC running bespoke (probably linux based) software. 

While security by obscurity is not security - we move all our incoming connections off default ports where possible and set them to very explicit IP ranges where possible.  Most of the connections are to an inbuilt web server - default ports changed and paswords set up. where possible we setup a VPN and connect over that.









nunz



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  Reply # 1253005 7-Mar-2015 21:08
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michaelmurfy:
freitasm: Interesting story. I will ask someone from Huawei.

On the other hand, please don't port forward to IP cameras and don't put them in the DMZ. Most cameras have vulnerabilities that haven't patched and won't be. Most use default passwords and there websites around that link to "open" cameras for all to see.

It's a bad idea.



This, have also seen camera systems exploited on a shell level (some D-Link ones). It is very important you understand what you're forwarding to.


Not just cameras - DLink routers as well. We don't use them anymore for that very reason.  most systems that are decent have a box in front of them that acts as a router between cameras and internet connection.
The cameras in discussion here were analogue ones with an IP PC infront of it - pingable etc.





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