My devices on FWG+ were hacked and so was the FW
-
John,
Users on this forum are curious and can assist but you need to provide some detail. What ISP do you use and what type of devices running from it? Had you received any alerts prior to this happening?
Sounds like you removed the block on traffic from internet which would technically leave you wide open -
Xfinity. I had every security feature enabled with the exception of VPN. DNS over HTTPS and DDNS. I also tried unbound. I didn’t remove any blocks. In fact I added more. Target list items, regions, and even an additional rule to block traffic from internet. Just had one LAN. Two work laptops and my desktop. And I tried using different phones with the app.
-
Firewalla-Support (Firewalla)
May 24, 2023, 15:05 PDTCan you please send us logs via
Settings -> Help & Support -> Open Support Ticket
Input "case <65840>" in title & description, submit
Choose "yes" when asked for log attachment.
Fitzgibbon, John
May 24, 2023, 14:02 PDTFirst I started to notice my brand new cell
phone having apps disappear. Then my internet was and was getting redirected.
Finally I check the FWG in DHCP router mode. It has a cable modem then Gold Wan and then one Omada AP in the LAN for the rest of the ports. I setup the wireless correctly I think however this time that I had this problem I was connected wirelessly. In my profile it said
# Block Traffic from Internet WiFi Home
Always Traffic to All Local Networks WiFi
Home Always [oh All Devices 2 All my rules were gone and some of devices had changed names. I also found like this :
Ports Not Forwarded # Unnamed TCP
49152 Unnamed CP 49176 # Unnamed
TCP 62078 Any idea how someone hacked my FWG+ device? And now they may have the QR Code because it’s not just under the box but also in the app.Firewalla-Support (Firewalla)
May 29, 2023, 12:16 PDTHi,
We apologise for the inconvenience, if you would still like to give it a chance, we can try to help you troubleshoot the problem and help you setup gold plus in the topology that would work the best for you if you can explain your network topology to us
Fitzgibbon, John
May 29, 2023, 11:11 PDTThis unit have reset multiple times. I have also followed the re-imaging process multiple times. Sometimes it connects to the Bluetooth of diff phones and sometimes it doesn’t. Sometimes it recognizes different modems and others it doesn’t. I have Xfinity and have tried with the Arris 33, the NetGear and the Motorola 2.5 gigabit modems. It’s very unreliable and I would like to send it in for a replacement or refund. I plan on going back to the XB-8 even though it isn’t secure it’s the only thing that was reliable.
-
Hello,
Thank you for your response. I am going to have to go with the XB-8 either way as relying on my own modem and then the firewall plus a managed switch and APs was just too much. Xfinity, even with the XB-8, does not have a firewall. I would still like to use the Firewalla attached to the network in some way but this particular unit seems to have been corrupted somehow. I would prefer to send it in for a replacement and then when I have the XB-8 set up and the replacement Firewalla device, I would ask that you guide me to making it work correctly. Unfortunately since you don’t offer phone support the back and forth email can become quite cumbersome but I’m willing to try.Thank you,
John Fitzgibbon
On May 29, 2023, at 3:16 PM, Firewalla-Support (Firewalla) wrote:
##- Please type your reply above this line -##
Your request (66015) has been updated. To add additional comments, reply to this email.
Firewalla-Support (Firewalla)
May 29, 2023, 12:16 PDTHi,
We apologise for the inconvenience, if you would still like to give it a chance, we can try to help you troubleshoot the problem and help you setup gold plus in the topology that would work the best for you if you can explain your network topology to us -
Firewalla Support Team (Firewalla)
May 29, 2023, 23:04 PDTHi,
We highly understand your situation, but we need to know the cause of your issue to decide if there is a problem with the hardware.
Are you willing to share remote support with us? We can take a look from the inside. Here is a guide to enable remote support. Tutorial: Remote support
BTW, can you provide us with your Order number?
Thank you.
Fitzgibbon, John
May 29, 2023, 21:30 PDTHello,
Thank you for your response. I am going to have to go with the XB-8 either way as relying on my own modem and then the firewall plus a managed switch and APs was just too much. Xfinity, even with the XB-8, does not have a firewall. I would still like to use the Firewalla attached to the network in some way but this particular unit seems to have been corrupted somehow. I would prefer to send it in for a replacement and then when I have the XB-8 set up and the replacement Firewalla device, I would ask that you guide me to making it work correctly. Unfortunately since you don’t offer phone support the back and forth email can become quite cumbersome but I’m willing to try.Thank you,
John Fitzgibbon
-
Hello,
I’m not opposed to that however I had to disconnect the device because it wasn’t working correctly for me. Furthermore lately I have less time on my hands but I can try to hook it back up and try to do the remote in procedure. When would you like to attempt this?Thank you,
John Fitzgibbon
Firewalla Support Team (Firewalla)
May 29, 2023, 23:04 PDTHi,
We highly understand your situation, but we need to know the cause of your issue to decide if there is a problem with the hardware.
Are you willing to share remote support with us? We can take a look from the inside. Here is a guide to enable remote support. Tutorial: Remote support
BTW, can you provide us with your Order number?
Thank you. -
Well, in reading the Remote Tutorial, you’re basically reviewing logs and I think I’ve mentioned a few times that not only have I reset the device numerous times, I’ve also cleared the cache, deleted and reinstalled the app on multiple iPhones because it would not always connect via BT and also re-images if 3 different times now. I checked myself the last time I had it hooked up and also sent you logs in a different email. There isn’t much to review in the way of logs at this point.
These are the logs currently on the unit and the ones I saved from a week ago. Are you able to view them?
Open my shared folder:
Client Support (Firewalla)
May 30, 2023, 16:50 PDTHi John,
Sorry for the trouble. We have escalated this issue for faster response.
The recommended configuration for setting up with an XB8 looks like this:
Details here https://help.firewalla.com/hc/en-us/articles/4411167832851-Firewalla-Router-Mode-Configuration-Guides#h_01FQZAGAMN3YG811G0GKPHZBM3
Have you tried this configuration already? If it had any issues, you can initially set up FWG+ behind XB7 in router mode and then change XB7 to bridge mode.
-
Ok I would like an RMA to send this unit in for replacement please. Thank you.
Sent from my iPhone
On Jun 2, 2023, at 5:05 AM, Firewalla
Also, and I mean idk if it’s that obvious, but Bluetooth is one of the most insecure ways of communicating wirelessly currently available. It’s kind of weird to have communication with the most important piece of equipment in your network use BT for monitoring security. In fact I turn BT off on every device I own with the exception of this phone because of the FW. And I wouldn’t be surprised if the unit I have is not working properly because someone hacked my phone and then used BT as a back door to gain access and mess it up.
Hi,
Firewalla box has one year warranty. Our engineer can help identify if it's a hardware issue and raise a RMA request for you. Given the current description, what you are encountering is a setup question. A replacement helps little on your case. We can help with the router mode set up if you want. Which step do you have question with?
Best Regards, -
I don’t think you’re understanding me. This isn’t a setup issue. Did anyone look at any of the logs I sent in. Someone was able to hack into my iTunes therefore into my phone and then access the box. Changed passwords, settings, etc. When I first received the box it worked well. Then a few weeks later and I had all kinds of things happen. The other day I had it hooked up again, trying did the 20th time, and it just blocked every single attempt my laptops made at connecting to anything on the internet.
Firewalla Team (Firewalla)
Jun 5, 2023, 02:28 PDTHi,
We are not allowed to click external link. Can you share it with us via
login help.firewalla.com using your email john.fitzgibbon@roche.com
click your name at the top right corner and choose 'My activities'.
choose this ticket <66015> , scroll down and tap 'Add to conversation'
click 'Add file' to attach your files
Regards,Steps regarding a warranty replacement.
Sent from my iPhone
On Jun 5, 2023, at 12:06 AM, Firewalla Team (Firewalla) wrote:
##- Please type your reply above this line -##
Your request (66015) has been updated. To add additional comments, reply to this email.
Firewalla Team (Firewalla)
Jun 4, 2023, 21:06 PDTHi,
Firewalla box has one year warranty. Our engineer can help identify if it's a hardware issue and raise a RMA request for you. Given the current description, what you are encountering is a setup question. A replacement helps little on your case. We can help with the router mode set up if you want. Which step do you have question with?
Best Regards, -
We've been through this same situation. If you aren't going to issue me an RMA I am going to dispute the original transaction of purchasing the gold plus unit as well as the additional antenna. I will submit the ridiculous amount of emails in which I have done troubleshooting and the ridiculous amount of requests for an RMA. As a company, you lack any kind of substantial customer service, and Idc who you used to work for. Either, you issue me an RMA, I return the unit and you either run diagnostics on it and tell me it is fine or tell me it isn't fine and replace it per your warranty outline, OR I start the process of disputing the charge of the unit and antenna to AMEX. I will include all email communications as well as postings in the forums that date back some time now. Why you haven't already issued an RMA, investigated the unit and confirmed its fine or sent me a replacement unit is beyond my understanding. You completely lack any customer service skills to keep your consumers satisfied in order to keep them as consumers. There is PLENTY of competition out there. If you want to stand out, the FIRST line is CUSTOMER SERVICE. I should know as it's how I've made a living for almost 20 years. You have replied in numerous emails beginning with citing your "one year warranty" and how I have that and you will honor it and then continue with your response to make every excuse possible to not issue a warranty RMA. How big of a deal is this? Are you afraid to spend $10 on a prepaid FedEX sticker? Are you afraid of running a handful of diagnostics on the unit that would take but a few hours to assure me the unit is fine? Wtf? I guess Cicso taught you how to design a firewall and stopped there. Do you love the movie Office Space so much that you want to keep the stereotype of engineers lacking any people skills whatsoever???
Thank you,
John Fitzgibbon
So the antenna and Wi-Fi doesn’t work. Is that enough? It also doesn’t block all incoming internet traffic? Is that enough? I’ll even pay the stupid shipping charges.
On Aug 6, 2023, at 10:45 PM, Firewalla
-
No I have it taped to my wall. Thought it would work better there. OF COURSE IT’S PLUGGED INTO THE BOX. I have even swapped USB ports with the red dongle as recommended. I have also attempted to use the Wi-Fi in the same LAN 1 wired network which is also doesn’t work rather than creating a separate network which wasn’t working either. I have reset this thing 100 times. Reimaged it 100 times even using different computers and brand new USBs. I have used different phones for the app. Deleted the cache, reset the app data and deleted and redownloaded the app until I was blind. What other brilliant questions do you have for me?
On Aug 13, 2023, at 1:32 AM, Firewalla Team (Firewalla) wrote:
##- Please type your reply above this line -##
Your request (69458) has been updated. To add additional comments, reply to this email.
Firewalla Team (Firewalla)
Aug 12, 2023, 22:32 PDTWhat did you notice when the WiFi SD doesn't work? Is the WiFi SD plugged into the box?
-
John, how or why would you request an RMA 8 months after a purchase lol?
A You were hacked via your phone, it had nothing to do with Firewalla
B. You don't respond to people here within a timely manner so what do you expect? This forum consists of random users, not Firewalla support yet Firewalla has reached out to you multiple times (based off what I see)
C. You're blaming a vendor when you probably clicked a malicious link!
D. Even AMEX will deny your charge back attempt since it's been so long. Good luck getting another credit card with them once you abuse the service in said way.
E. What good will another device do when you're too incompetent to set it up correctly? Firewalla offered to remote support SO THEY CAN RUN DIAGNOSTICS TO TELL YOU IF THE DEVICE IS FAULTY! What more do you want?????
-
Uh no Topher. I bought the FWG+ in April, 2023. That’s approximately 4 months ago. AMEX would also see as I’ve showed, that I’ve basically had problems since the beginning. I’ve also tried to work with support numerous times. I offered for them remote in. In life, if you have one, it’s not terribly easy to coordinate something thru email like a remote login. Nevertheless if there is a year warranty then let me send the unit back and have them run diagnostics there. I mentioned this multiple times and even offered to pay S&H. How do idiots like you even make it this far in life? Do us all a favor and don’t post anymore so we don’t become dumb like you by reading your words.
-
Lance,
That might be possible which is why I mentioned something similar to that in my emails to them. I have also tried using other phones but if my first phone was hacked into then it’s possible all the info like MAC addresses, etc., would be known even with re-imaging.And no I only used the FW+ straight to my devices. Had no need for switches, etc. Out of curiosity, why dis you mention TP-Link? I know their products but am not aware of any major issues with their devices.
-
Hi John, the reason I mentioned TP Link is because they have been in the process of major upgrades to security for login and other additional security measures.I know this because I am currently using Deco XE75 and omada cloud setup. I have the FWP and have been hacked via cloned smartphone, make that three different smartphones. I even know who is doing this ( my neighbour) the police, ISP both mine and his refused to do anything,the NZ Police will not do anything either as they claim it is too technical for them to prosecute. Anyway I decided to fix things for myself and setup a lockdown network in FWP and have managed this far to keep him from using my network for his enjoyment, and have stopped the collosal downloads he was using my speedy network from doing everyday. Mostly Netflix and YouTube and mtalk. It has taken quite some time to get on top of this, but have turned the tide at this point. One thing I did do which made a difference was I only used one smartphone for everything and would quarantine my device whenever I did not use it, like sleeping, this way I was able to be certain as to the root of all my trouble, and then I could cut off or block everything he was trying to do using my network. I did shutdown Omada during this so as to minimise my attack surface. My network running through FWP was running about 99.5% blocked but sometimes you just have to bite the bullet and think if I can't have fun why should he be able to have fun at my expense on my network. That is about it for now ,so I do wish you luck with this issue. Let us know how you get on. Check out how to discover if you're phone is cloned, is a good start IMHO. Good luck John.
Please sign in to leave a comment.
Comments
22 comments