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Topic # 173486 25-May-2015 13:14
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I am hoping that one of the NZ based Orcon guys here are able to help me please.  I had a incredibly frustrating 35 mins on the phone this morning to Orcon customer services based in the Philippines or wherever trying to sort this issue out.

I noticed three calls to UK Mobiles on my bill this morning.  After validating my girlfriend hadn't made them, I checked my statement online and discovered that there were a bunch of calls to places like Tunisia, Ghana, UK, Burundi, Spain, Ireland, Albania, Cyprus, Belarus, San Marino, and Ukraine.  All on 8 May between the hours of 1:38am and 2:17am.  It appears as if all the call charges were reversed except for the three to the UK which were all mobile calls.  If someone at Orcon manually did this then I understand as we do pay for unlimited UK calling as my girlfriend's company is based there and she calls often - but never to mobiles.

So I decided to call Orcon to achieve two things.  1) to have the UK mobile calls reversed, and 2) to work out why this has happened again.  Last time it happened (Dec 2014), Orcon picked it up before I noticed and let me know.  They mentioned something about a port being open on my router and closed it remotely for me.

The first guy I talked to at Orcon this morning didn't really understand what I was trying to tell him.  We went around in circles for some time including having to give him my account number four times as he kept missing digits or transposing them, and putting me on hold several times.  Finally he said he found the three calls on my statement (which totalled $1.72) but said he was going to reverse them and credit my account for $4.50.  I tried again and again to point out that he might be looking at the wrong calls but in the end I just accepted the $4.50 credit knowing that whoever investigates further will probably reduce the credit to $1.72.  But before we were finished, he said he had to transfer me to technical support (also a Filipino voice).

After about 20mins on the phone with the first guy, the second person I talked to wanted to know the story from the start again.  I told her the story and mentioned someone must have hacked into my router again to make the calls.  She insisted that no one could hack into my router to make calls even though I tried to tell her several times that Orcon had picked this up themselves late last year.  35 mins later and I was given a case number and told I would find out the outcome of the investigation in due course.  I didn't bother at this stage to raise the question on how to prevent it happening again as I didn't have any further time to burn.

What I would like to know is why did this happen a second time, and what I can do to avoid it happening a third time?  The only things I have ever changed on my Orcon Genius (white Netcomm) is the router login and password, the wifi password, and the IP range I use at home (192.168.100.x).

Some sensible help from one of the Orcon guys would be appreciated please.

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xpd

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  Reply # 1311295 25-May-2015 13:35
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Is Orcon Genius Go active on your account ? Possible someones swiped your details and using that to make the calls.......





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  Reply # 1311296 25-May-2015 13:37
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xpd: Is Orcon Genius Go active on your account ? Possible someones swiped your details and using that to make the calls.......



Hmm, yes it is.  Orcon did say last time that someone had hacked into my Genius, so I assumed the same thing this time.

I will try to work out how to turn off Genius Go in the meantime as it never worked properly for me.

 
 
 
 


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  Reply # 1311327 25-May-2015 14:08
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Change your passwords on the Genius too....

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  Reply # 1311378 25-May-2015 15:28
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It's possible that you had enabled WAN management on your Genius White device.  I suggest checking to make sure it's not enabled now (in case you saved/restored your configuration perhaps).

Under "Management > Access Control > Services Control" page on the configuration.

If the right hand side (WAN) HTTP, SSH, or TELNET boxes on that configuration page are checked, then access is allowed to the router's configuration from the Internet.

It is also possible (but less likely) that a machine or device on your LAN is compromised and they gained access that way.

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  Reply # 1311480 25-May-2015 17:45
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be sure the uk numbers arent landlines, have seen this before when the numbers were in a mobile range but were indeed landlines, and yes billed for incorrectly, (when i was a csr for a telco)



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  Reply # 1312683 27-May-2015 13:04
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I checked my Genius settings and none of the items you suggested are ticked ubergeeknz.

kornflake - whether the calls are UK landline or mobile is irrelevant.  All calls to all countries were made between 1:36am and 2:17am on the same night, all within minutes of each other.  I was asleep and my girlfriend who calls the UK for work was actually in the UK (and no she doesn't use GeniusGo).

I guess I just have to hope it doesn't happen again....



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  Reply # 1312686 27-May-2015 13:08
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I checked my Genius settings and none of the items you suggested are ticked ubergeeknz.

kornflake - whether the calls are UK landline or mobile is irrelevant.  All calls to all countries were made between 1:36am and 2:17am on the same night, all within minutes of each other.  I was asleep and my girlfriend who calls the UK for work was actually in the UK (and no she doesn't use GeniusGo).

I guess I just have to hope it doesn't happen again....

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