Kiwibank down 06/09/2021

Forums › New Zealand Broadband › Kiwibank down 06/09/2021

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Dratsab

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#2785864 28-Sep-2021 20:02

andrew75:

I don't understand why KB doesn't make it clear to their customers what the problem is. Their Facebook feed is quite interesting - lots of very annoyed people but no attempt from KB to explain what the issue is. If it is another DDOS if they explained it properly at least it might help placate their custmers and stop them leaving.

If they can't log in, they can't leave 😆

michaelmurfy

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#2785867 28-Sep-2021 20:10

andrew75:

I don't understand why KB doesn't make it clear to their customers what the problem is. Their Facebook feed is quite interesting - lots of very annoyed people but no attempt from KB to explain what the issue is. If it is another DDOS if they explained it properly at least it might help placate their custmers and stop them leaving.

Like I said above, the problem is they can't tip off the attackers in any way (they have to keep it rather confidential) so updates from such incidents are rather scarce in detail and updates. Plus everyone important is working on mitigation. Read some of my previous posts on this thread as I've personally been there, done that.

It is OK for media to post some things but even media can get in big trouble for posting some things as CERT etc all basically forbid it while an attack is ongoing. If you say something wrong you could cause the attackers to move onto other businesses, or even double-down on an attack causing more damage.

I personally stayed off social media fully and even don't want to read it now as customers are just horrible in such situations (I get it, they don't understand). Posting things like "hurry up and fix it" and insulting staff members doesn't help anyone.

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

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sud0

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#2786188 29-Sep-2021 11:13

andrew75:

I don't understand why KB doesn't make it clear to their customers what the problem is. Their Facebook feed is quite interesting - lots of very annoyed people but no attempt from KB to explain what the issue is. If it is another DDOS if they explained it properly at least it might help placate their custmers and stop them leaving.

Yeah, like @michaelmurfy already mentioned here, they can't say much so that the attackers don't know what they're up to. Also, what the social media people know are probably very limited by the IT department too.

I've noticed that KB changed recently their CDN provider from RedShield to Akamai:

➜ ~ host ib.kiwibank.co.nz
ib.kiwibank.co.nz is an alias for www.ib.kiwibank.co.nz.edgekey.net.
www.ib.kiwibank.co.nz.edgekey.net is an alias for e90837.a.akamaiedge.net.

So, hopefully their service will be fully restored now (it's been working fine for me since yesterday afternoon).

Lucas

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risingstar

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#2791203 7-Oct-2021 13:26

Wonder what caused the outage today (I didn't notice it this time) -> https://www.nzherald.co.nz/business/kiwibank-outage-customers-vent-anger-frustration-as-online-services-down-again/UWJLKDQ7U4ZX3POZFHETHERVRA/

MrMistofeles

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#2791432 7-Oct-2021 19:06

It's all very well sympathizing and saying everything needs to stay hush hush but man 4 outages in a month... at some point the egg is gonna stick.

I work in IT (as many here do) and although I don't know exactly what KB is dealing with or what their stack looks like I still reckon there are better ways to communicate with customers to manage expectations and show respect. People are generally rational and if they can understand something they can accept it.

michaelmurfy

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#2791443 7-Oct-2021 19:34

MrMistofeles:
I work in IT (as many here do) and although I don't know exactly what KB is dealing with or what their stack looks like I still reckon there are better ways to communicate with customers to manage expectations and show respect. People are generally rational and if they can understand something they can accept it.

Refer back to my posts because I've been through the initial attack myself.

If it is related to an attack then Kiwibank can't say a thing as it can hint to the attackers on their next move causing the attackers to move onto another attack, or attack somebody else. I can't discuss too much but this attack wasn't just your standard run-of-the-mill DDOS but instead a rather complex attack knocking out anything exposed to the internet via different attack vectors.

Not saying that today was even an attack - but the same rules apply, be kind and #hugops because you seriously don't want to be in their situation especially now with media exposure covering every little blip they have related or not. You can't communicate this to customers, all you can say in these situations is "Sorry" as bank networks as a whole are very sensitive. You'll know full well working in IT outages happen to everyone including the biggest megacorps (Facebook...).

richms

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#2791508 7-Oct-2021 21:11

People should have redundant providers for something as critical as banking needs. I dont like westpac but if asb ever have an issue I still have a card that can get money from an account and pay for things in store. Just turns out I cant use it online because I never activated the debit card part and their legacy stuff needs that done in a branch to put a pin on it. Oh well will sort that out once out of lockdown.

Richard rich.ms

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