Questions about the hack and CS

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Betsyk

New Member
Original poster
Apr 8, 2023
1
0
USA
It's been awhile since I have had to do anything DISH so bear with me. I had heard about the hack but am trying to understand what that has to do with unreturned CS calls or a 45 min wait to ask a question. I did talk to someone yesterday (I dialed the preferred customer number but this was definitely an overseas callback). This agent told me he could help me with basically nothing....no working on my recently inflated bill, no transfers, pretty much nothing 'due to the hack'.
So if someone could give me an update and tell me how they are dealing with long time customers and locked in rates (we have been with them since 1995 and I usually can negotiate something reasonable), I would really appreciate it.
 
It's been awhile since I have had to do anything DISH so bear with me. I had heard about the hack but am trying to understand what that has to do with unreturned CS calls or a 45 min wait to ask a question. I did talk to someone yesterday (I dialed the preferred customer number but this was definitely an overseas callback). This agent told me he could help me with basically nothing....no working on my recently inflated bill, no transfers, pretty much nothing 'due to the hack'.
So if someone could give me an update and tell me how they are dealing with long time customers and locked in rates (we have been with them since 1995 and I usually can negotiate something reasonable), I would really appreciate it.
Basically, everything is on hold until they get everything restored that they need to have restored to resolve these kinds of issues.

Understand that when the cyber attack happened, it shut down everything globally. Not one computer can access the Internet. That one computer could run any files or any programs. And Dish, like most companies is not going to pay the ransom to a company that still has control of their system so they are rebuilding everything through back ups every scratch.

Two and a half weeks after the attack, only three buildings in the united states had Internet access. People that have one job total before February 23 we’re filling in and covering other responsibilities after February 23.

That is the reason for the excessively long hold times. about a month and a half later and all the call centers are still not back up and running. I’ve heard stories of people who waited online for up to an hour and a half, and I’ve heard stories of people whose calls were answered rather quickly. Same thing with the call back. Some calls were returned by the system and somewhere not.

Many aspects of the operation we’re running in a hybrid way. Work orders, and the information that goes into them. We’re not accessible and we’re being created on the fly.

Every day, and every week, more and more is restored. Things that we, as technicians were not able to do on Tuesday, we could on Thursday.

The one thing I can tell you is that everybody who had discounts and different deals with Dish, once everything is restored, Dish will honor those. You just have to be patient. My guess is that within the next week or two things are going to be very close to back to normal.
 
Hm. Out of all the enterprises out there that might be vulnerable to this kind of attack, who would have thought it'd be DiSH. Not I. No, sir...
 
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It's not like these co's are being blindsided by this- this destructive extortion has been going on for a few years now and has been heavily news-covered. Anyone from a bank to a hospital to a major corporation has been on notice for a long time to harden their systems, to back them up.

What's next, they hit Echostar and everything goes dark?
 
It's not like these co's are being blindsided by this- this destructive extortion has been going on for a few years now and has been heavily news-covered. Anyone from a bank to a hospital to a major corporation has been on notice for a long time to harden their systems, to back them up.

What's next, they hit Echostar and everything goes dark?
Companies put up safeguards, hackers find a way around them
 
This reminds me of android os and the hacking community [whitehat branch ;)].
Each new version of android presented new challenges for hackers to overcome. As hackers found new way around os challenges, a new android version would come out.
So much so, phone manufacturers started locking bootloaders. A mere invomvenience of the hackers.
Each new bootloaders security is merely a challenge to hackers who want to customize their phones.
LOL
 
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It can be as simple as an employee somewhere clicking on a link in an email that looked like it was from their boss, but was actually from the ransomware perpetrator and with in minutes the whole system was locked down.
And it could have been that one employee clicking on that link months ago, downloading the malware that silently propagated throughout the entire network for a long time before activating the ransomware. Thus, simple recent backups would not be an option, and going back too far in time to retrieve a backup would be useless due to the massive amounts of transactional data that would not be in those backups.
 
And it could have been that one employee clicking on that link months ago, downloading the malware that silently propagated throughout the entire network for a long time before activating the ransomware. Thus, simple recent backups would not be an option, and going back too far in time to retrieve a backup would be useless due to the massive amounts of transactional data that would not be in those backups.
That’s what I believe probably happened is that it worked its way through the system over a long period of time until a pre-programmed date of execution
 
I just called the main number to "cancel". Wait time 7 mins. Selected the callback. Received within the 7mins. Account specialist was able to re-apply the $50 off promo for another 12months. I was expecting the wait / callback time to be much longer.
 
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Seems like Dish should be contacting me as a customer to notify me of what data they hold on me that they have lost control of. The only reason I knew something was up was when I went online to pay my bill.

Are they following the rules on data breaches?
 
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Seems like Dish should be contacting me as a customer to notify me of what data they hold on me that they have lost control of. The only reason I knew something was up was when I went online to pay my bill.

Are they following the rules on data breaches?
They don't even know for sure what's been taken, or atleast haven't publicly announced it. It's still an ongoing investigation.
 
Seems like Dish should be contacting me as a customer to notify me of what data they hold on me that they have lost control of. The only reason I knew something was up was when I went online to pay my bill.

Are they following the rules on data breaches?
It's actually quite unusual for ransomeware attackers to take any sensitive data from their victims. Doing so just makes it more likely that the ransom will not get paid, since the damage has already been done. Some attackers have even asked victims that paid to spread the word that they were "honest" and did exactly what they promised once payment was made, putting everything right again.
 
Seems like Dish should be contacting me as a customer to notify me of what data they hold on me that they have lost control of. The only reason I knew something was up was when I went online to pay my bill.

Are they following the rules on data breaches?
Of course they are. We're not talking about the pop shop down the street. Do people have any idea of the type of oversight a company like Dish Network is exposed to?