UK ISP TalkTalk Blocks Popular Internet VPN Tool TeamViewer AGAIN

Broadband ISP TalkTalk is facing criticism after they once again blocked UK customers from being able to access the TeamViewer service from their network, which apparently stems from a fear that it is being used by scammers to target their subscribers.

A similar incident with TalkTalk’s network-level filtering (Home Safe / Kids Safe) occurred in March 2017 (here), although it didn’t last long because the provider soon found itself suffering from a torrent of complaints and concern over a possible breach of Net Neutrality guidelines (exceptions are made for security issues but it’s questionable whether blocking a Virtual Private Network client like TeamViewer would qualify).

Unfortunately the same block now appears to have reoccurred and various topics have already been created about it on the ISP’s Community Forum (examples here, here, here and here), complete with plenty of complaints. Similar gripes can be found on Twitter and The Register has also heard the same music.

A TalkTalk Community Support Agent said:

“TalkTalk will evaluate the use of services across our network that are specifically used by scammers when targeting our customers.

Our top priority is protecting our customers while also offering control over their internet experience. Therefore, we have introduced an authentication requirement to use sites which we know are unfortunately used by scammers to take control of our customers’ computers and steal from them.”

Apparently the block on TeamViewer’s website and client can be lifted by asking TalkTalk’s staff directly to remove the restriction, although some subscribers report that this doesn’t always work (here) and apparently the ISP won’t give customers more control over this option (via ‘MyAccount‘) until sometime in early 2018.

We should make clear that TeamViewer itself is a perfectly legitimate application and the vast majority of users are normal people. Indeed I often use it myself for helping to solve technical problems with computers belonging to distant friends or family (one of whom is an elderly TalkTalk subscriber), not least because it’s free and makes remote desktop access a lot easier to setup; although such features are by no means unique to TeamViewer.

Sadly even legitimate internet applications can be abused and it’s well known that fraudsters, such as those in India who recently stole personal customer details from TalkTalk and used those to run a call centre scam (here), can also make use of such tools in order to defraud consumers. Generally if a so-called support agent asks you to install TeamViewer on your computer then that’s a pretty BIG RED FLAG for you to hang-up.

On the other hand there is an argument that says TeamViewer itself could perhaps be doing more to tackle those who abuse their service. Likewise they don’t always respond to people who try to contact them, but then they are a free provider (don’t expect any support unless you pay for the premium option) and tackling abuse on connections that are fully encrypted is rather difficult (i.e. not even the operator may be able to see what it’s being used for, which is good for personal data security).

Lest we forget that broadband ISPs often face similar challenges when attempting to stop crafty criminals on their own networks. However since TalkTalk now seem to be in the habit of blocking legitimate services, purely because they can be abused by a tiny number of people (this is true of just about everything online), then why not go even further? Why not block email access too? Lots of nasty scammers use email.

In the meantime TalkTalk’s decision will be giving TeamViewer’s rivals a nice boost by forcing users to switch to a different client (funnily enough the scammers have that exact same flexibility), although customers may eventually also choose to switch broadband provider too. This might not have been such a big issue had the ISP’s lax security not exposed customer details in the first place.

UPDATE 10:32am

The official statement is as follows.

A TalkTalk Spokesperson told ISPreview.co.uk:

“Protecting customers is our top priority. We are filtering a small number of sites that are being used by scammers to take control of customers’ computers and steal from them. The legitimate users of these services can obtain access by chatting to us at www.talktalk.co.uk/chat or asking the Community Team at www.talktalk.co.uk/community.”