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266 posts

Ultimate Geek

  #1074796 26-Jun-2014 09:19
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Had this happen TWICE with my brother running a fritz.

First time snap refunded the charges but second time refused and took about 2 months to get these refunded.

It must have been a new thing when these issues occurred as at first they did not beleive there was a problem and the calls were legit.

Are snap not responsible for the upkeep of these devices?

776 posts

Ultimate Geek

Snap Internet

  #1074842 26-Jun-2014 10:13
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Hi All,

Just an update on this, some of our very early Fritz box's were not automatically provisioned and as such are not automatically pushed updates. We have tried to contact all of the users who have these devices and bring them into our new system, and as of now there are very little still out there which are not in our ACS.

For the devices which are outside this, and running old potentially vulnerable firmware there is the risk (as seen here) of Toll Fraud, and also as seen they are specifically targeting Fritz box's. we have taken steps to increase our detection and blocking of fraud, and if this does happen we will immeidatly block these calls and contact you to bring the device up to date. Any potential fraud will trigger a credit limit very quickly which will block further calls.



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301 posts

Ultimate Geek

Lifetime subscriber

  #1090702 17-Jul-2014 13:56
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looks like my box got hacked as well:

Cant see any dodgy calls at this stage but i deleted the snapadmin account. Snap should be sending out an email to all customers with some advise.

'That VDSL Cat'
12196 posts

Uber Geek


  #1090760 17-Jul-2014 14:37
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If you have a backup config reload it.

Call snap, have then check your settings, change the remote access account.


Country : Palestinian Territory, Occupied


yep.. certainly not the folk you want poking around the snap account ;)

#include <std_disclaimer>


Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.


33 posts


  #1094639 24-Jul-2014 07:34
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I'm the guy bonkas was talking about.

I didn't actually get a refund from the calls even after submitting screen shots of all the changed settings and other user accounts created which clearly was not done by me. I even had extra phone services set up in my Fritz by these guys.

I don't mind about not getting my money back as I was lucky and it was only a small amount, however I think having Snap administer these devices remotely is a bit of a joke as this is how these kind of things happen in the first place!

When I called to get the settings so I could check all was ok after deleting the extra phone services and user accounts I was told that they wouldn't give me the settings and that I needed to enable remote admin so they could log in, therefore opening myself up for vulnerabilities again. This is the only complaint I have with Snap, what other ISP actually requests for you to open up security holes on your devices connected to the internet? DUH!

After enabling remote admin for Snap to check settings and confirm all is OK, I have since disabled remote admin and delete all remote accounts and will not be enabling it again, even if they ask me to.

28966 posts

Uber Geek

Biddle Corp
Lifetime subscriber

  #1094641 24-Jul-2014 07:40
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Remote provisioning of devices is perfectly normal in the ISP world.

I know there will be people who don't agree with me on this, but the number of SPAs exposed to the internet that can be hacked in a matter of seconds is absolute proof that people shouldn't be allowed to configure their own VoIP gear!

4574 posts

Uber Geek


  #1219761 22-Jan-2015 09:01
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jonathan18: We had the same problem; Snap said there are a few in the same boat. We contacted them after we found we were having problems with the line with people not able to ring us and us not able to ring out (assume the line was busy calling Madagascar at the time!). This led them to finding we also had been hacked. Snap fixed it relatively quickly and reversed all charges, but agree this is a vulnerability that no one should have been able to exploit if Snap had done their job correctly in the first place. They gave me a little sweetener to help with my current data shortfall, so I'm not too unhappy!

Edit: damn, in updating the router's firmware they've also deleted any call data so I don't get to see what exotic places I've been 'calling'. Hopefully this'll be on our next bill.

Just as a general alert for other Snap customers - we've apparently been making phone calls to Kuwait... 

I had a call from Snap yesterday asking about this, so clearly in at least my case the vulnerability hadn't been shut down. They said that hacked routers require a factory reset, which may have not been done in my case after the last problem.

So they did the reset remotely, and kindly put the DNS settings back for Getflix, but I didn't realise until the evening when we tried to watch something on Kodi via the NAS - the router's IP address and wifi's SSID/password had been returned to default. Not a problem for me to fix, given my rudimentary but ok knowledge (once I found the device's original IP address!), but I think others may have wondered what was going on and wouldn't know what to do.

The bigger issue is though - does Snap still have a wider problem with this modem hacking?


15950 posts

Uber Geek


  #1219782 22-Jan-2015 09:09
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Snap set up my router, but I've disabled remote access to it to prevent things like this happening.

5250 posts

Uber Geek


  #1219805 22-Jan-2015 09:32
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timmmay: Snap set up my router, but I've disabled remote access to it to prevent things like this happening.

Damn, I was just planning to make a whole lot of phone calls to my investment adviser in Nigeria using your router. tongue-out


28966 posts

Uber Geek

Biddle Corp
Lifetime subscriber

  #1219896 22-Jan-2015 11:16
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timmmay: Snap set up my router, but I've disabled remote access to it to prevent things like this happening.

Damn, I was just planning to make a whole lot of phone calls to my investment adviser in Nigeria using your router. tongue-out

Disabling remote access won't fix the SIP exploit issue.

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