This past week a very large corporation on the east coast was hacked in what seems to naive old me to be a new way — through their corporate phone system. Then one night during the same week I got a call from my bank saying my account had been compromised and to press #4 to talk to their security department. My account was fine: it was a telephone-based phishing expedition. Our phone network has been compromised, folks, and nobody with a phone is safe.
Edward Snowden was right we’re not secure, though this time I don’t think the National Security Agency is involved.
Here’s how this PBX hack came down. Step one begins with looking for companies that have outsourced their IT help desk to a third party company, preferably overseas. There are today many, many such companies and it is easy to find them and to find out who is running their offsite or offshore help desk.
Step two is robocalling at night into the corporate phone system, punching-in each possible extension number. Live and dead extensions are mapped respectively and any voicemail greetings that are encountered are mined for the user’s name.
Step three happens during normal business hours, not at night. An employee of the target company is called at their desk by someone claiming to be from the outsourced help desk company. The incoming caller ID is spoofed to look right, the caller addresses the employee by name, it all feels legit. “I’m from the (outsourcing company name) IT help desk,” the Bad Guy says, “and we’re having an issue with the network, possibly originating at your workstation, so I need you to: 1) install a software tool (malware, virus, etc.) or; 2) allow a remote access session so I can fix the problem.”
It’s social engineering and it’s happening all over the place.
My call from the bank was different. I don’t remember if they said my name or not, but I am a current customer. A friend of mine who faced a similar experience recently was called about an account he had closed but I wasn’t so lucky. I was really tempted to press #4 but precisely because I’d heard of my friend’s experience just the day before, I didn’t. Instead I logged-in to my online banking account where there were no alerts and nothing seemed amiss. My bank can text me if there’s a problem but they hadn’t, and no money seemed to be missing. Then I called the number on the back of my ATM card to talk to the bank security department and they were closed. The call center was supposed to be open until 10PM local time and it was only 8:15. Could they have been breached and a zillion numbers like mine stolen so quickly?
I called back the next day, the bank said there had been no problem with my account, but they couldn’t explain why the call center was down.
This was Bank of America, by the way.
We’ve lost control of our phone network. I’m not lobbying here for a return to the AT&T monopoly of pre-1983, but what we have now is not safe. Haven’t you noticed the uptick in sales calls to your number that you thought was on the National Do Not Call Registry? That registry, and the law that created it, are no longer enforceable. The bad guys won but nobody told us. They are operating from overseas and can’t be traced. If they steal our money it can’t be traced, either.
What do you think can be done about this problem? I have some ideas, what are yours?
> “The incoming caller ID is spoofed to look right”
Spoofed IP local addresses originating from outside the firewall would be blocked. For e-mail we would use SPF and DKIM. Why are spoofed (as opposed to hidden) caller ID’s allowed through? I guess SPF and DKIM could actually be reused for VoIP as it also use email-address-like identifiers.
Backwards compatibility. The entire phone system was built on it. If you have one of the old bakelite dial phones on the wall, you can still make calls with it. Even the worst Internet connection will support (with a good codec) 20Hz-20KHz audio, yet we still can’t tell the difference between S and F sounds. Why? because every call has to be supported by the worst case ancient switch.
Sure, but that does not imply that spoofing should be enabled.
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Well, that’s easy! Just like some of my American friends never get any of my emails because some US-based mail hosters routinely block all incoming non-US mails, just refuse to accept any calls originating outside the US. That will surely solve the problem!
There are amazingly easy ways to get USA phone numbers. I just got one and set up the VoIP feature on my cell phone to use it. When I travel outside of the USA I’ll put my phone on a good local carrier with a good data service. I will them be able to send and receive USA calls, free, from Europe.
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Given the amazing ease of getting phone numbers and onto the phone system, calls look domestic so blocking international calls won’t help. One phone scammer is now getting phone numbers on many of our local exchanges — so the phone numbers really look local and legit. I called the number back. They didn’t even bother to spoof it. They didn’t need to.
Another option for a USA number anywhere is services like Vonage. We lived in the Middle East for 7 years and had our Vonage phone with it’s USA number so friends and family could call
You think it’s fixable? I doubt it – I would guess that about 80% of the incoming phone calls to my company are either phishing attempts or sales calls. Potential customers don’t use the phone that much these days to make product inquiries – existing customers may phone occasionally but usually just send an email.
It’s the principle that “bad money drives out good money” – when I started in this business 30 years ago we had four phone lines and a fax line – now I’m down to one phone line that is usually not worth answering unless I want to practice swearing at the caller … which is a pleasure in itself because they can’t report it.
Complaining to the FCC does nothing – they email you back after a while telling you to pursue a claim in court. I believe that the fixed line telephone service is basically dead.
I don’t think anyone really cares that these sort of hacks take place – the large companies that are targeted are saving so much money by outsourcing that there’s very little incentive to worry about something that can always be blamed on a supplier. The corporate response is usually not to “fix the problem” but instead just change the supplier – this effectively insulates the highly paid management from any real responsibility or consequences … and there’s no real financial cost either because the the expense of fixing the problem is a deductible expense at tax time. Judging by the usual responses I’d guess that the accountants can arrange the figures so that the banks actually make money when they are “hacked” like this.
So there’s no incentive to fix the problem – it’s not their problem Bob, it’s yours.
‘… are no longer enforceable.’ Really? When was it they actually were enforceable? 😉
Wouldn’t effective enforcement of the Do Not Call Registry be an excellent example of the (professed) capabilities of the NSA, CIA, etc.? Give them one year, at full staff & budget, to shut down complaints and discipline the miscreants. Short of that, shut them down and send them packing.
Get Google Voice, give that number to whomever needs to call you, and configure it to send calls from unknown callers to voicemail or trash.
Why do we even have phone numbers anymore? Why does T-mobile want to charge me an extra four bucks a month (5% of the cost of my monthly bill!) for caller ID? My ISP doesn’t charge me an extra fee for DNS, and even if they did I could easily pick another one, or even configure my own.
If phones were truly “smart” Siri would be a call screener. Your phone would never again ring. An incoming call would be answered by Siri, checked for authenticity and priority, and routed appropriately. Version 1.0 would be full of issues and attacked by the media, but I’m sure by version 4.1 no one would want to do without it.
I’ve had a Vonage number or two for the last 7 years, and perhaps one or two cold calls a year in the last few years. But when I moved house a year ago, and set up a new AT&T basic landline service to get DSL (and instantly put it on DNC), it was quiet for a month and then a 12 cold calls a day. They started dropping off a month or two ago, perhaps because the I never answer it because no-one has been told the number. However, I use it for calls to (local) cell numbers because the voice quality is noticably better than through Vonage just to cell handsets.
If you make outgoing calls, how do you know that some of the calls aren’t just someone calling you back?
It doesn’t count as a call back if no message was left.
I know it’s a simple answer, but if you have caller ID you learn what numbers they use to try and fool you, just don’t answer. Sometimes I just lift the receiver punch end and hang it up. If it’s an important cal they will leave a message and you can decide to call back or delete and ignore. I did have one of those phony IRS calls leave a message, and I just deleted it. A nuisance, but no harm.
I have seen a pattern with a city and state showing on the Caller Id instead of a human (sort of) name. That is almost always Rachel and crew with “one last chance to take advantage of the economic stimulus” (for the last 3-4 years or so). I just ignore automatically, and they usually do not leave their message, but I guess once in a while my recorded voice mail message (landline answering machine) “fools” their robocaller. The funny ones are where the spoof is my OWN phone number and name, which makes me think their system occasionally uses the target number for the spoofed sender – “software bug” I guess.
When I see such a source repeatedly used, I can set my handset to block the number automatically, but it only holds 30 such numbers, which is not nearly enough. I would like to have a whitelist setup, and leave a message for legitimate callers on how to get through (leave a human message!).
I got a cold call the other day that caller ID said was “Bad Coldcall Company” or something to that effect. I skipped answering that one, and then contemplated the bravado of whoever changed the caller ID for that number to warn the targeted victims. Don’t know how legal that was, but it was sheer genius.
[…] ← Your PBX has been hacked! […]
Whenever I try to reverse lookup an unsolicited caller’s phone number it invariably ends in some nondescript communications company. It seems likely those providers are at least aware of the spamming if not facilitating in some way.
As a policy, make it so the carriers are subject to fines or worse if they are found connecting calls with spoofed caller ID. Require carriers to maintain records of their customers and preserve records of calls (they’ll need for billing anyway) so that infractions can be proven in court.
Legitimate carriers will more carefully screen their customers, and potentially upgrade equipment and software to tighten down controls. Illegitimate carriers will be brought down in court.
I think we missed the point of this warning. A company, probably with 1000’s of workers was involved. The cyber bad guys started calling workers. They knew the names of the people they were calling (from the voice mail). They spoofed the caller-id so that it looked it came from the help desk. They said they were from the help desk. They knew who was providing the help desk service, … This plan is so well conceived and orchestrated it will work over 95% of the time. It only takes a handful of PC’s to get a foothold on the internal network and then you have really big problems.
If you set up a VDI and run virtual desktops that will reset to “default” even if someone managed to install software on the virtualized desktop, it would be gone on the next login.
Doesn’t that prevent you from doing anything useful, like maybe installing software? Or customizing a setting in Outlook? Or even bookmarking a web site in Internet Explorer?
No, VMWare’s VDI product is designed for the administrator to add or remove software to the image. Directories like Favorites, Desktop, and Documents can be remapped to network storage attached to the VDI system allowing you to create bookmarks, documents, shortcuts etc. My employer uses it for teleworkers who remote access the VDI session. The technology is pretty cool. Not going to be good for every situation but it’s pretty slick all around.
I believe the solution could be as simple as bringing all of our work back to America.
None of this stuff happened before we sent our work to countries that seem to encourage corruption if I can believe the people I’ve been talking too.
No cause and effect, just the simple fact that the same technology enabling work to be done anywhere also enables this cheap social engineering to be done anywhere. There are plenty of reasons to bring work back on-shore, but eradicating scams like this is not one of them.
there are not a lot of large companies using a classic digital PBX any more. point of fact, if you walk through any telephone central office, and more than half of the cabinets in the ESS5 are lit, you have seen a miracle. most traffic has gone cellular or VoIP. cranky old fart that I am, I was able to use my landline to call the power company this morning at 6 am when the power went out. and I’m one of the guys who chases issues when a GPON goes away.
I think the better headline on this story would have been “Weasels use the phone to trap you.” this was good old fashioned social engineering at work. remember, folks, help desks never call YOU. they seldom answer when you call THEM, right? same way with banks, you get official (and officious) letters three days after you can’t get to your money, and when they say Call Ethel Fnifbog, she never answers, either.
I worked for a company that had a mandatory training class to alert us about phishing scams. At the end of the training, we were alerted that we would be tested on phishing within a few days. It could be a phone call, it could be an email.
Once the email came, nearly everyone clicked on the scam email out of curiosity to see what would happen. The company was very annoyed people kept clicking on the scam email because we were not supposed to do that, but in reality, you want engineers who are curious.
Besides, it’s not like they were going to fire us.
When you phoned the bank back and got no response, do you know that it was the banks number? Was there a genuine message or was the call not answered?
See the following for a similar-sounding scam recently in the UK:https://www.thisismoney.co.uk/money/saving/article-2647329/Fraudsters-hijack-phone-lines-steal-money-vishing-scams-rise.html
I thought he called the bank number on the back of his card, which should be current.
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I did the same thing a couple of months ago, letting the answering machine pick up a phone call from a major department store’s credit card line, telling me to call back and giving me a number. Instead of the number they gave me, I called the store’s number on the back of my card –not the number they gave me– and found out there was a data breach at XXX store and they believed my card had been compromised.
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“I don’t shop there,” I told the CS rep.
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Nevertheless, they closed my old card and sent me a replacement.
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Were it not for the fact that I called the number on the back of my card, I’d have thought the whole thing a scam.
the press 4 was to you and evidently to your friend – you and I assume you and your friend are in the know; still think of the impact on Senior Citizens. A Senior Mother routinely tells me about important calls (NOT) or shows me those OPEN IMMEDIATELY letters in official looking envelopes. The combination of Senior and being from a generation which is compliant to responding to IMPORTANT MESSAGES is a dangerous mix.
Seniors are well aware of scams, which are not new. Tulip mania and snake oil pre-dated all of us: “The use of snake oil is far older than the 19th century, and it was never confined to the Americas.” http://en.wikipedia.org/wiki/Snake_oil
Just because you’re aware of it doesn’t mean that you won’t fall prey to it.
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The “kid calling some elderly and pretending to be the grandkid” scam nearly got my in-laws, and they’re sharp as a tack. The thing was, the “kid” calling sounded exactly like one of their grandkids, and they almost –almost– fell for it. Instead, they called the parents to verify.
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But who knows just how many people the scammers will catch.
Re: “Just because you’re aware of it doesn’t mean that you won’t fall prey to it.” Quite true, but that applies to all of us regardless of age. My point is seniors should not be singled out as more susceptible. As we grow older, we should draw upon past experiences, and realize that scams exist. Seniors have the time to think about a situation, before reacting, unlike busy employees of a company, who may just react to “resolve” an issue quickly, as in Bob’s example.
This feels like old news — hasn’t this been happening in Las Vegas for years and years now? Rival groups hack into the phone company’s systems to redirect each other’s phone numbers to themselves, in order to steal business (mostly tourists calling for prostitutes)? To my mind, that’s a lot more disturbing than hacking a PBX — if you can hack the phone company, you effectively control every PBX in town.
The rest of this hack is just social engineering. Really no different from a spear phishing campaign, just over the phone instead of email.
To solve the problem of screening unsolicited phone calls:
1. Upgrade caller-id on the US telephone and cellphone networks so that there is no way to spoof the originating phone number.
2. Implement telephone technology similar to what is used to screen email for spam.
Read through the comments and you see a number of reasonable ways to approach the problem from a technical POV – but what’s the chance that any of these will be implemented? It’s zero.
I’m getting lots of calls, 3-4 daily, from a (210) 620-6929 or similar number, all from the (210) area code. They are claiming to be Comodo, or Sophos or any number of other tech companies.
I wouldn’t call these two examples hacks of a PBX; they sound like plain old social engineering. As for losing control of our phone network, that happened long ago. The national “do not call” registry was invented in an attempt to fight that war. Maybe AT&T had control back in before 1983, but that kind of control, we could do without. Anybody remember the James Coburn film, “The President’s Analyst” ?
If the NSA wants to get back on good side of the American public, they could do far worse than tracking these phishing calls to there actual source and shutting them down.
They must have that technology, else any terrorist would simply spoof a number.
Your call might not have reached the bank security department’s phone system. One hack which some (but not all) PBXs are vulnerable to, which I have read about being used for phishing, is to keep a call open after the recipient has hung up, and play a fake dial tone down the line. Then the victim will think they’ve called the number on their card, but they’re actually still in the original call.
But don’t you think in that case the hackers would have ensured Cringely spoke to someone “from the bank” who then would attempt to get his info?
Like TimH, I also use Vonage and then tied it to NoMoRobo.com – works great at stopping robo calls. Except, phone providers need to understand that every unwanted call that gets through makes their phone system that much LESS valuable to me. I have a threshold in mind at which point I will pull the plug, literally.
Want to solve it? Charge the caller $1 and give it TO ME! If it is someone I want to speak with, I will gladly refund it. I will also gladly pay $1 to talk to someone I know, and understand they will refund it to me as well. It’s only the jerks that will loose their money!
I think there will come a time when caller verification will be made through public or trusted certificate authorities, this will pretty much eradicate any kind of spoofing or impersonation. Users in the future will know that they are connected to an entity that is who they claim to be. But backwards compatibility with analog has to be dropped, or at least there needs to be an option where you can automatically reject from an analog originator. Voice communications needs to move into an all digital era, the sooner the better.
Re: “public or trusted certificate authorities”. Yea, like the Hong Kong Post Office: https://www.techrepublic.com/blog/it-security/compromised-certificate-authorities-how-to-protect-yourself/
1) National ID’s that are secure and electronic. It would be nice if they used smart-card technology.
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2) Use rotating security codes (from the ID card) to file taxes, perform financial transactions, and other legal stuff.
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3) Incorporate security codes into many Internet functions. Every email system should have an option to be liked to a persons national ID. I never want to receive email from an anonymous person, so this would make it possible to end spam once and for all. Most forms of social media should support linking accounts to a persons national ID. People can choose how much personal information is shown, but their account must be able to be tied to a known identification that can be traced. People should have the option to block connections from anonymous source, there should be parental controls to do this too.
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This will eliminate cyber bullying, child stalking, and a number of other domestic crimes.
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4) Unlisted numbers — only individuals with known ID’s can have unlisted numbers. All businesses and everyone else must have their name and ID tied to phone numbers. Upgrade the phone system to fix its integrity so that all phone numbers in use are known. For those with unlisted, pass an code number instead of the usual caller-id data. If an unlisted person is using the phone to break the law, use that code number to report it. It will prove the means to trace the call back to the originator.
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5) All internet domains and assigned IP’s must be tied to an individual, business, organization, government, etc. If a domain name or IP does not have a secure ID associated with it, there should be a means to block it.
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6) All banks doing business with the international community should have secure ID information on their account holders. When a cyber crime money is stolen, there should be a legal process to promptly return the money — then enable local law enforcement to prosecute the individual. My bank or police department should not have to try to track down someone in Eastern Europe and prosecute them. If they can get the money back, then the crime is now between the criminal and his/her bank. Their local law enforcement can then take care of it. I’m guessing the first time a bank has to return a lot of stolen money, their relationship with cyber criminals will end quickly.
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We need to go back to the basic’s. I have a right to demand the identity of anyone wishing to enter my home. I have a right to deny entry to my home for to people who do not have a legal right or authority. These are rights generally accepted and respected in most places in the world. When our phone systems and the Internet became compromised, criminals have used it as a means to enter my home without my permission. It is time to reclaim our legal rights. If I can’t identify you, you may not have access to my home. All my legal and financial transactions should be secured and only be done using MY secure identity.
letters of marque and reprisal.
Thanks for taking the time to share this information. Kind of spooky. I have read your columns for many years, and really appreciate the window you provide into this computer/communications world we live in now.
I built my first “blue box” with a modified Western Electric “Touch-Tone” dial. Simple. Effective.
It may be simple, but it’s not at all effective against the social engineering hack discussed in this article.
[…] I, Cringely: Your PBX has been hacked! […]
By the end of the decade we’ll be begging governments to microchip us like dogs and pray the crypto on the chips holds up
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I have a suspicion it’s a similar business case for the telcos. No doubt they know exactly where nuisance telemarketing calls originate, and could probably block them, but the revenues are too attractive.
At least for cell phones there’s an app for that. Using “Calls Blacklist” I’m building my own HOSTS file.
The robo-callers have become very smart. They use call systems based on artificial intelligence to trick you into thinking you are are talking to a human. We get calls all the time from “Tom” who works at some security company. He sounds human, but he’s not. It’s easy to catch him off guard though. Just ask an implausible question, “Hey Tom, does your security system protect us from a direct meteor strike? What if we get attacked by unicorns?” His reply is always, “That’s a really good question. Let me transfer you to one of our sales representatives.” Fun stuff.
It’s not clear how it’s known BoA’s PBX was hacked. How do people know the call actually originated from their system? The phone number displayed is not a clear indicator, it’s easy to spoof that, as discussed. Just because there’s a coincidence of the call center not being opened means little (shocking, a call center not open when it’s supposed to be! ummm, no, happens all the time, come on, we all have experienced that plenty as old as Cringely and many of us are).
Regardless, I don’t quite get why/how this is new. I’ve gotten these types of calls before, I suspect we all have, you just hang up and move on.
I’m more concerned with when “they” hack a PBX so that a legitimate inbound call gets redirected, a call from someone, as Cringely did, based on the correct phone number, to a “real person,” and instead of going to anyone inside the company it goes elsewhere. Which of course perhaps was in play here, don’t get me wrong, but we simply don’t know.
I don’t understand why this article was presented with so little known information and a presumption BoA was necessarily hacked. I certainly don’t trust BoA to tell the truth whatsoever, but I also find it odd to presume we know the story from these scant facts.
I think the PBX social engineering hack and the BofA social engineering hack were different stories intended to illustrate that calling party authentication is a problem. No explanation was given as to why the bank’s calling center was closed, or appeared to be closed, when it should have been open. Bob didn’t even tell us whether he got voicemail or RNA.
Sometimes I just lift the receiver punch end and hang it up.
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