{"id":11284,"date":"2016-03-04T15:38:47","date_gmt":"2016-03-04T15:38:47","guid":{"rendered":"http:\/\/www.ispreview.co.uk\/?p=11284"},"modified":"2016-03-04T15:40:18","modified_gmt":"2016-03-04T15:40:18","slug":"virgin-media-uk-retrains-staff-poor-internet-security-advice","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2016\/03\/virgin-media-uk-retrains-staff-poor-internet-security-advice.html","title":{"rendered":"Virgin Media UK Retrains Staff After Poor Internet Security Advice"},"content":{"rendered":"<p>Security consultant Paul Moore, who only last year did a good job of exposing a number of lax security standards at major UK broadband ISPs (<a href=\"http:\/\/www.ispreview.co.uk\/index.php\/2015\/12\/report-identifies-big-security-holes-at-the-big-uk-broadband-isps.html\" target=\"_blank\">here<\/a>), has caused <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vm\" rel=\"nofollow\" target=\"_blank\">Virgin Media<\/a> to retrain some of their outsourced workers after the agents gave fundamentally poor advice.<\/p>\n<p><!--more--><\/p>\n<p>Moore, an active customer of Virgin&#8217;s, was contacted by the provider after it detected that his connection was vulnerable to the <strong>POODLE<\/strong> (<em>Padding Oracle On Downgraded Legacy Encryption<\/em>) exploit, which is a man-in-the-middle attack that can force your browser to downgrade its security to SSL (instead of the more secure TLS) and then hijack your browser sessions.<\/p>\n<p>The vulnerability is more of a risk to those who use public <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/wifi\">WiFi<\/a> than home networks, but it&#8217;s still a threat. In any case VM&#8217;s agents informed Moore that his setup was vulnerable and recommended a \u00a320 &#8220;<em>premium technical support<\/em>&#8221; (<strong>Gadget Rescue<\/strong>) service to get the issue fixed.<\/p>\n<p>According to <a href=\"http:\/\/www.theregister.co.uk\/2016\/03\/04\/virgin_media_poodle_fix_outsourced_misery\/\" target=\"_blank\">The Register<\/a>, Moore then contacted Virgin&#8217;s outsourced (India) Gadget Rescue service on six occasions (each with a different agent), but not once were they able to explain what the problem was (somewhat of a basic requirement).<\/p>\n<p>The agent(s) then tried, and repeatedly failed, to resolve the vulnerability by remotely installing Java, Adblock+, Silverlight, FLASH and various other software on to Moore&#8217;s computer. At one point an agent even decided to disable his <strong>F-Secure<\/strong> anti-virus software.<\/p>\n<blockquote class=\"bq1\"><p><strong>A VirginMedia Spokesman said:<\/strong><\/p>\n<p>&#8220;We strive to maintain high levels of customer satisfaction with our Gadget Rescue service and ensure that agents are able to handle all enquiries. In this case, we apologise that a Gadget Rescue agent did not meet our usual high standards. We have ensured that all agents are fully equipped to offer advice on the Poodle vulnerability.&#8221;<\/p><\/blockquote>\n<p>Virgin&#8217;s statement ignores that several different agents all demonstrated an inability to understand or fix the problem, although Moore has at least been promised a refund.<\/p>\n<p>However there are also other concerns with this approach, particularly in light of the recent <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/tt\" rel=\"nofollow\" target=\"_blank\">TalkTalk<\/a> situation where people claiming to be support agents for the ISP were able to trick customers into installing Malware on their computers (<a href=\"http:\/\/www.ispreview.co.uk\/index.php\/2016\/02\/uk-isp-talktalk-admits-to-security-breach-of-home-engineer-visits.html\" target=\"_blank\">here<\/a>). Suffice to say that ISP customers are now a lot less trusting of such requests, no matter how official they might seem.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Security consultant Paul Moore, who only last year did a good job of exposing a number of lax security standards at major UK broadband ISPs (here), has caused Virgin Media to retrain some of their outsourced workers after the agents gave fundamentally poor advice.<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[479,475],"class_list":["post-11284","post","type-post","status-publish","format-standard","hentry","category-uk_isp_news","tag-security","tag-virgin-media"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Virgin Media UK Retrains Staff After Poor Internet Security Advice - 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