Vodafone fibre tech support

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airdale

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#189045 15-Dec-2015 10:37

How incredibly ignorant and arrogant are Vodafone? Trying to identify some over use on a client's fibre connection and Vodafone refuse to give me the IP address details of where the (upload) trffic was going, to help me identify the issue. They claim that it would be a privacy breach to give this information! But hang on, how is this any different to providing details of the phone numbers called?

Privacy Commissioner points out Rule 6 Telecommunication Information Privacy Code applies and Vodafone must provide the details request. Vodafone say they know better and still refuse to provide the information.

Now Vodafone are trying to say that because the modem was rebooted a day or so after the event, this has caused them to lose any IP address details prior to that. It just keeps getting better.

xpd

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#1450698 15-Dec-2015 11:41

Going by your post, you're not the account holder, so fair enough not passing it over, unless the account holder is with you and has given Vodafone the OK to talk to you.

I don't think any ISP (at least when I worked for a couple) would hold information like that anyway, can you imagine the size and amount of logs they'd need to record everything everyone is doing ?

They'll have records of what IP a customer was assigned but don't think they take it any further than that unless requested to.

XPD / Gavin

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Coil

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#1450780 15-Dec-2015 13:45

If Vodafone gave you those details, that would be a privacy breach.

You should reword your post to:
"Vodafone abide by the law and respect their customers privacy. Well done.
Now i need to get some details about the users upstream. What can i do?"

airdale

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#1450783 15-Dec-2015 13:47

Quite how you determin that it would be a privacy breach you omit to outline. In any event you are wrong as I have authority on the account. SO I will not be reqording anything.

Andib

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#1450791 15-Dec-2015 13:56

airdale: Quite how you determin that it would be a privacy breach you omit to outline.

IP logs (down and upstream) are confidential to the account holder. From them you can find what that connection has been used for.

airdale: In any event you are wrong as I have authority on the account. SO I will not be reqording anything.

Authority on the account is different to being the account holder.
I have authority on my partners mobile account, This allows me to call Vodafone and discuss her bill & plan. What I can't do is ask for what numbers she's rung as they're private for the account holder.

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freitasm

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#1450854 15-Dec-2015 15:03

airdale: Your bias toward Vodafone is noted. Last time I looked this country had a Bill of Rights and if I chose to express my viewpoint in this or any other forum I will.

I have removed some off topic posts. Please keep it civil. As for the comment above, people have rights to express their viewpoints when it comes to relationships with government acts in a public environment. In a private environment, such as here the house rules apply.

This means everybody keeps calm or else.

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xpd

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#1450883 15-Dec-2015 15:24

How about we go back to the start.....

User has somehow gone over their data cap and OP wants to track down who/what.

Start at the users PC first...... anything obvious there ? Malware, torrents, servers, in-secure wifi, Dropbox/OneDrive etc ? If yes, then the ISP dosent have to do anything towards helping with the bill etc (Im assuming they got a large data bill) as the data has come from the users system, its not the ISP's responsibility to lock down the customer system.

Is this data usage on-going ? If yes, then see if the user can survive without the internet for a few hours - check the data used, then turn off the router for a few hours, turn it back on, check usage, if theres usage showing at the ISP, then somethings not quite right and you could have a leg to stand on. But this does not mean you need to see the traffic logs.

Having access to the traffic logs obviously would potentially make life a bit easier ("ah right, I can see a connection to Dropbox for 48hrs straight, they uploaded their 40GB family photos to Dropbox that month") , but due to privacy etc, just do it the old fashioned way for now until you've exhausted all possibilities - and then ask the account holder to request the logs - but as others have mentioned, it may require some extra paperwork for the legal side of things...... which could end up costing money. (IANAL)

Just my thoughts....

XPD / Gavin

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sbiddle

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#1450892 15-Dec-2015 15:33

You're on course assuming Vodafone actively log the IP address of every single piece of traffic. Most ISPs don't do this unless monitoring of a connection is required for LI or monitoring.

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#1450920 15-Dec-2015 16:13

sbiddle: You're on course assuming Vodafone actively log the IP address of every single piece of traffic. Most ISPs don't do this unless monitoring of a connection is required for LI or monitoring.

There are excellent traffic reporting tools at Vodafone.
Given its on the Vodafone network (RED) not (BLUE) ex TCL, Im not overly sure about that side.

Breaks it down nicely. Shows all the traffic and times and has good graphs of the speed in out and usage for generic sites: Youtube, Facebook, XXX ETC......
It can be broken down further but usually that gives a good picture of what they are using.

Jaxar

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#1450939 15-Dec-2015 16:37

Based on past experience while TimA is right so sbiddle. When the info is there and it is not always. There are reports which the complaint teams have access too not BAU front line support which do a nice job of compromising between generally answering data dispute kind of questions while not giving out potentially privacy breaching specifics like the IP address details of where the (upload) trffic was going.

Please note: I have a professional bias towards Vodafone.

johnr

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#1450946 15-Dec-2015 16:42

I am sure URL history would not be shown from the DNS

NonprayingMantis

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#1451005 15-Dec-2015 18:16

Client has fibre, but not an unlimited plan.
Op is tasked with fisning out why they breached their data cap and has probably spent quite a lot of time figuring it out. Time that maybe they can't bill their client for.

Solution: move client to unlimited plan. Collect more money and save yourself this time in the future

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Aredwood

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#1452749 18-Dec-2015 01:03

Another option - temporally install a router that can do deep packet inspection and traffic reporting. No need to bother trying to get details out of the ISP. And if the client has more than 1 computer it will straight away tell you which computer is causing the problem.

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#1453807 20-Dec-2015 11:02

TimA: If Vodafone gave you those details, that would be a privacy breach.

You should reword your post to:
"Vodafone abide by the law and respect their customers privacy. Well done.
Now i need to get some details about the users upstream. What can i do?"

its not a privacy breach if the third party, such as someone authorised as an agent, has been given access by the account holder. I've done this numerous times for elderly that can't understand the international accents. It's usually a simple matter of momentarily passing the phone to the account holder for agreement.

government agencies recognise people granted agent status to files and allow for varying levels of access - such as being able to only get info on the account or also be able to make changes.

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