Category: News

A Russian-based espionage group known for stealing login credentials of government and military officials is also trying to trick victims into downloading malware.

Google’s Threat Analysis Group (TAG) says the attackers, known to researchers as ColdRiver, UNC4057, Star Blizzard or Callisto, has added to its arsenal by adding poisoned PDF attachments in phishing messages that lead to the installation of a backdoor.

It’s a warning to ColdRiver’s usual targets, which include high profile individuals in non-governmental organizations like think tanks, universities, former intelligence and military officers, NATO governments, and Ukraine.

ColdRiver often creates an online persona pretending to be an expert in a particular field or somehow affiliated with the target, Google says. The impersonation account is then used to establish a rapport with the target, increasing the likelihood of the phishing campaign’s success. Eventually the gang sends a phishing link or document containing a link.

“As far back as November 2022, TAG has observed ColdRiver sending targets benign PDF documents from impersonation accounts,” TAG said in a report today. “ColdRiver presents these documents as a new op-ed or other type of article that the impersonation account is looking to publish, asking for feedback from the target. When the user opens the benign PDF, the text appears encrypted. If the target responds that they cannot read the encrypted document, the ColdRiver impersonation account responds with a link, usually hosted on a cloud storage site, to a ‘decryption’ utility for the target to use. This decryption utility, while also displaying a decoy document, is in fact a backdoor, tracked as SPICA, giving ColdRiver access to the victim’s machine.”

SPICA was detected as early as last September, but Google believes it was used almost a year before that. It’s the first custom malware that Google attributes as having been developed and used by ColdRiver.

Written in Rust, this backdoor uses JSON over websockets for command and control. It steals cookies from browsers, allows the uploading and downloading of files, and lists contents of file systems.

The backdoor establishes persistence via an obfuscated PowerShell command which creates a scheduled task named CalendarChecker.

Google’s report includes the latest indicators of compromise.

Last week, the Reuters news agency reported that ColdRiver targeted three nuclear research laboratories in the United States in 2023: the Brookhaven (BNL), Argonne (ANL) and Lawrence Livermore National Laboratories (LLNL), according to internet records. They showed the hackers creating fake login pages for each institution and emailing nuclear scientists in a bid to make them reveal their passwords, Reuters said.

Microsoft has been among the cybersecurity companies trying to disrupt this attacker, which it calls Star Blizzard. In December it reported that the group was trying to improve its detection evasion capabilities.

The post Russian threat group spreading backdoor through phishing, says Google first appeared on IT World Canada.

Google Search quality may be getting worse.  Samsung partners with Google to embrace AI after its move to number the number 2 spot in the smartphone market. Sam Altman says that we might be uncomfortable with new AI developments, self-checkout may be on its way out. And it turns out that incognito mode doesn’t mean you can’t be tracked. 

All this and more in this edition of Hashtag Trending.

I’m your host Jim Love, CIO of IT World Canada and Tech News Day in the US.

It’s not your imagination.

A recent study by German researchers has highlighted a significant issue with Google Search: it’s swamped with SEO spam. 

The study, conducted by Leipzig University, Bauhaus-University Weimar, and the Center for Scalable Data Analytics and Artificial Intelligence, focused on 7,392 product review queries across Google, Bing, and DuckDuckGo over a year. 

The findings? A deluge of low-quality content, particularly in product searches, is burying useful information. 

The researchers observed a constant battle between spam sites and search engines, with spam often winning the top spots in Google’s rankings. Despite efforts by search engines to remove spam, the impact is only temporary. 

The study noted a downward trend in text quality across all three search engines, with AI-generated spam expected to exacerbate the problem. The researchers call for more attention to this dynamic adversarial spam, which produces mass low-quality commercial content.

And what about the ads masquerading as search results?  Just asking…

Sources include: Mashable 

Samsung aims to reclaim its position in the global smartphone market, having recently fallen behind Apple with a big bet on integrating AI into its phones and moving up in price.

Samsung and Google have entered a multi-year partnership, integrating Google Cloud’s generative AI into Samsung devices.

The Galaxy S24 series, including a base model, a “+” version, and the high-end Ultra model, showcases varying features like larger screens, multiple camera lenses, and for the Ultra, a titanium frame. Pricing starts at $799.99 for the base model, with the Ultra at $1,299.99.

The S24 series stands out with its AI capabilities, offering a mix of on-device and cloud-based features. These include advanced photo editing, live translation, and summarization tools. 

The Samsung Google partnership will utilize Google’s Gemini Pro and Imagen 2 models, enhancing user experience with innovative features like screen-based search and access to Google’s top-tier Gemini Ultra AI model.

Samsung is placing its bet that AI can push them back to the number one spot they occupied for many years. 

Sources include: Axios

Google is revising the warning for Chrome’s Incognito mode, clarifying that data collection by Google and other websites still occurs in this supposedly private browsing option. 

This update aligns with Google’s move to settle a class-action lawsuit accusing it of privacy violations in Incognito mode. 

The new warning, currently in Chrome Canary (a developer build), states, “You’ve gone Incognito… This won’t change how data is collected by websites you visit and the services they use, including Google.” 

This change aims to educate users about the limitations of Incognito mode, which prevents data storage on devices but does not stop external tracking.

The update is significant as it addresses a common misconception about private browsing modes. While Incognito mode stops Chrome from saving browsing history, cookies, and form data, it explicitly mentions that downloads, bookmarks, and reading list items will be saved. 

Yeah, I thought incognito meant…incognito.  Silly me.

Sources include: Ars Technica 

OpenAI CEO Sam Altman said  OpenAI’s next big model “will be able to do a lot, lot more” than the existing models can.”

Altman also said,  AI is evolving much more rapidly than previous technologies that took Silicon Valley by storm. But he also conceded that the evolution and proliferation of OpenAI’s technology will require “uncomfortable” decisions.

What is uncomfortable? Altman said that while some ethical boundaries and norms, like extreme human rights violations are “out of bounds,… but he said,  “there are probably other things that I don’t personally agree with, but a different culture might. … We have to be somewhat uncomfortable as a tool builder with some of the uses of our tools.”

Hands up if you understand what that means. He had me at uncomfortable.

Altman also highlighted the potential for AI to transform knowledge work and accelerate scientific discovery. 

Reflecting on his brief ousting as CEO, Altman discussed internal debates over balancing growth with responsible technology use. He defended OpenAI’s content licensing deals and addressed the controversy with the New York Times over copyright infringement. 

Sources include: Axios

The era of self-checkout kiosks in retail stores might be on the decline. Initially hailed as a futuristic solution, these kiosks have turned out to be more problematic than beneficial, both for consumers and retailers. Major retailers like Target and Walmart are scaling back or removing these systems. Target has limited self-checkout to ten items or less in some stores, while Walmart has removed them entirely from certain locations. 

The primary issue with self-checkout is theft. It’s not only easier to steal from these machines, but shoppers often end up stealing unintentionally due to the complicated nature of the self-checkout process. 

A Lending Tree survey found that one in five shoppers accidentally stole items during self-checkout, and one in seven did so intentionally. 

Despite their high installation costs, self-checkout kiosks have not delivered the expected reduction in overall expenses. 

While 60 per cent of consumers in 2021 preferred self-checkout, frustration and negative experiences are leading to a growing disenchantment with these systems.

Sources include: Gizmodo  

Hashtag Trending goes to air 5 days a week with a special weekend interview show we call “the Weekend Edition.” 

We love your comments. Send me a note at jlove@itwc.ca or leave a comment at the bottom of the show notes posted on itworldcanada.com

I’m your host Jim Love.  Have a Thrilling Thursday!

The post Hashtag Trending Jan.18- Google Search quality declining?; Samsung taking on Apple by integrating AI; The end of self checkout first appeared on IT World Canada.

Chief information and security officers both have feelings of anxiety and see opportunity as the new year starts.

That’s the summation of the analysis done by IANS Research and Artico Search in their State of the CISO 2023-2024 report. It’s an 18-page summary of interviews conducted last fall with 100 American and Canada CISOs, plus data collected from 663 CISOs in the middle of last year on compensation, budget dynamics, board engagement and job satisfaction.

It notes pressures on CISOs include the facts that many companies are pulling back cybersecurity spending because of the economy, cyber attacks are increasing, regulators are breathing down the necks of companies, and the rise of generative AI tools offer new opportunities for advanced threat detection and automation, but also pose new threats in themselves.

“In this rapidly evolving landscape, traditional CISO role characteristics may no longer suffice,” says the report. “This situation gives CISOs an unprecedented opportunity to argue for a place in the executive ranks. Furthermore, the increased security pressure on organizations gives CISOs more ammunition to influence leaders outside of their direct sphere of control.”

Most CISOs surveyed were either at the VP or director level. Source: IANS report

Among the findings:
— Compared with 2022, CISO job satisfaction fell — a sign of unease with the status quo. The drop in satisfaction coincides with a growing share of CISOs considering a job change (75 per cent considering a change, up from 67 per cent in the previous study);
— This may have something to do with lack of recognition. While 63 per cent of respondents said they have a VP or director-level position, just 20 percent are at the C-level;
— CISOs seeking clear risk guidance from boards often don’t find it. Only 36 of the respondents said their board offered clear guidance on their organization’s risk tolerance for the CISO to act on;
— One bright spot: There’s evidence that spending time enhancing leadership skills through external training pays off. CISOs who engaged in formal leadership training courses or one-on-one executive coaching programs earn more, with a difference of over US$200,000.

The report argues that the U.S. Securities and Exchange Commission’s updated cybersecurity reporting rules, and the increased exposure that CISOs face, call for strong collaboration between the CISO and company leadership, including the board. That includes regular and recurring CISO-board collaboration in the form of quarterly updates, tabletop exercises and the like.

For half of the respondents, this is the case at their organization. However, a quarter of the respondents said board access is limited to just once or twice a year. Twelve per cent said they meet with the board purely on an ad hoc basis. But 13 per cent said they never see the board.

“Even among companies with annual revenue exceeding US$10 billion — most of which are publicly listed firms — just 60 per cent of respondents said they meet with the board regularly,” says the report.  Director-level CISOs are the least likely to have quarterly recurring board engagement.

Related content: Advice to CISOs: Shut up and listen

The report warns that for CISOs to effectively communicate demands for risk guidance and budget needs with their board, they need:
— business acumen, meaning the ability to understand corporate strategy and financial statements as well as the ability to frame risks in terms of possible economic impact on the organization;
— and executive presence, which is the ability to be persuasive, direct and decisive with the board and C-suite.

Related content: Empathy is now a key skill CISOs need

The post CISOs are both anxious and see opportunities: Report first appeared on IT World Canada.

Canada Post announced that its IT shared-service provider, Innovapost, will be sold off to Deloitte Canada.

As part of the agreement, Deloitte will deliver and support Canada Post’s day-to-day IT operational services.

“Today is the start of an exciting journey to transform Canada Post’s information technology model so that we can better meet the demands of our customers, particularly in the competitive parcel market,” said Doug Ettinger, president and chief executive officer, Canada Post. “This change not only enhances our strategic focus, it also ensures we have the world-class expertise in place to deliver results for Canadians.”

This transaction adds to the slew of IT contracts that private consultants like Deloitte have been gobbling up from the government, and which has been under scrutiny the last few months in the House of Commons.

Members of Parliament have, in fact, called out the beefy contracts given to system integrators like Deloitte, Accenture, IBM, PwC, and many others, while the IT systems of the government continue to suffer.

Plus, in last year’s budget, the government proposed scaling back spending on consulting, travel, and other professional services by 15 per cent of planned 2023-24 spending, which was expected to save C$7.1 billion over the next four years.

But the Canada Post shakeup also comes on the heels of years-long revenue struggles for the crown corporation. In the third quarter of 2023, the crown corporation recorded a loss before tax of C$290 million, while its cost of operations rose to C$26 million.

A detailed examination showed that Innovapost “was not providing the speed and agility needed to compete today and in the future”, Canada Post said in a release.

Last week, Canada Post also announced it was selling off its logistics division, SCI Group, to Montreal-based provider of third-party logistics services Metro Supply Chain. 

Metro Supply Chain provided no details as to what would happen to the 3000 employees currently at SCI Group.

The future of employees at Innovapost is also uncertain, as Canada Post said that the “majority of the organization’s talented employees will be integrated with Deloitte.”

Innovapost’s president and CEO, Franco Chirichella, will become Canada Post’s new chief information officer (CIO) and lead a team of former Innovapost leaders who will also transition to Canada Post in the new organization, or into other roles supporting the corporation’s IT transformation.

The sale and agreements with Deloitte Canada, which followed a comprehensive, multi-stage bidder selection process, will be finalized in the coming months, subject to customary closing conditions. Canada Post spokesperson Jon Hamilton told the Globe and Mail that further details will be released in public financial statements once the sale is finalized.

The post Canada Post announces shakeup: IT services group sold to Deloitte first appeared on IT World Canada.

The December holidays are over, but don’t expect phony malware-filled shipping emails to stop being sent to your employees.

In fact, researchers at Cofense say in a report released today, these phishing messages threaten several industries all year round and only increase slightly during holiday periods.

These are messages with subject lines such as “Important Shipment,” and “Invoice attached,” with messages claiming to be from well-known package handling firms — including DHL, Maersk, and FedEx — about invoices, air waybills (AWB), and bills of ladings (BoL).

A typical shipping-themed phishing message sent to employees. Source: Cofense

The goal is to get an employee to download the supposed document — which is malware — or enter personal information.

The researchers did a three-year analysis, from 2021 to 2023, looking at phishing trends for this type of attack against several industries.

“Manufacturing stands out from the other industries as the most significant targeted industry in the three-year sample,” the analysis found.

“Despite the marginal increase during the holiday seasons, shipping-themed emails remain a consistent threat all year round, with significant volumes appearing in June, October, and November.”

After manufacturing, the top industries targeted were, in order, finance, insurance, metals and mining, and financial services.

The most common payload is the Agent Tesla keylogger, followed by FormBook, both of which are used for stealing data from infected computers. The third most common payload is malware that steals credentials.

The most popular delivery mechanism is Microsoft Office documents that try to exploit unpatched versions of the Office Equation Editor (CVE-2017-11882).

The second most popular way of delivering malware is through HTML files, through a technique called HTML smuggling, the report says. Infosec pros should note that usually this technique delivers credential phishing as attachments or via an infection URL embedded into the email. During the analysis it was seen that the total volume of HTML files and credential phishing were almost identical. This suggests that shipping-themed emails with credential phishing have a better chance of being delivered via an HTML file.

“Employees should always be prepared for when they receive a malicious email, whether personal or business, at any point in the year,” the report says. “Shipping-themed emails remain a significant year-round threat that may infect company assets and lead to more significant threats like ransomware if employees are not adequately trained.

“Practicing email security by detecting and reporting malicious emails all year round will decrease the likelihood of a malware infection or unauthorized access.”

The post Holidays are over, but don’t let employees’ guard drop over fake shipping emails first appeared on IT World Canada.

Security updates issued for Atlassian, Citrix, VMware and Chrome products

Welcome to Cyber Security Today. It’s Wednesday, January 17th, 2024. I’m Howard Solomon, contributing reporter on cybersecurity for ITWorldCanada.com and TechNewsday.com in the U.S.

This episode is filled with news about security updates.

Last week I wrote a story on ITWorldCanada.com on the need to mitigate vulnerabilities in Ivanti’s Connect Secure and Pulse Secure VPNs and gateways. Some network administrators didn’t act fast enough. According to researchers at Volexity, who discovered the holes, as of Monday over 1,700 devices had been exploited. In its initial report Volexity said it found only one organization had been victimized. Now it says there’s evidence companies had been compromised as early as last December 3rd. The mitigations Ivanti urges will have to do until the company issues security updates. It’s important that administrators not only work to mitigate the vulnerabilities but also look for signs of compromise by a web shell.

Attention administrators of Atlassian products: A critical severity vulnerability has been discovered in Confluence Server and Data Server collaboration application that needs patching. It includes current and an out of date versions released before December 5th of last year, as well as version 8.45

In addition Atlassian released patches for 28 high-severity vulnerabilities in its products, including five in Confluence Data Center and Server, nine in Bamboo Data Center and Server and eight in Bitbucket Data Center and Server.

VMware has issued patches for its Aria Automation products. These close a critical access control vulnerability that could allow an authenticated hacker to remotely access organizations using VMware products. Aria Automation, previously called Cloud Foundation, streamlines the deployment of cloud infrastructure and applications.

Citrix is urging administrators to patch their installations of NetScaler ADC and NetScaler Gateway to close two vulnerabilities. One allows an attacker logged in with low-privileges to execute code, while the other would allow a denial of service attack. This alert applies only to customer-managed versions of these products.

Threat actors are actively exploiting a Windows vulnerability announced last November. That’s according to researchers at Trend Micro. The vulnerability allows attackers to bypass the protection in Windows Smart Screen. Attackers are exploiting unpatched Windows systems to install the Phemedrone information stealer. It targets web browsers and data from cryptocurrency wallets and messaging apps, takes screenshots and collects system information such as hardware, location and operating system details for further exploitation. It’s another reason why Windows patches need to be installed as soon as they are available.

Google has issued an update for Windows, Linux and Mac versions of the Chrome browser. The update, which will be rolled out over the next few days, includes four security fixes. An exploit for one of them is already out there, so IT departments have to make sure the update is installed fast.

Here’s more on browsers: Sometimes an application feature designed to benefit customers ends up being a security risk. That’s what happened with the Opera browser’s My Flow feature, which allows notes and file sharing between the desktop computer of a user and their mobile devices. Researchers at Guardio Labs discovered the feature would execute a malicious file from Opera’s file system that pretended to be a browser extension. This file would execute outside of the browser’s security confines. The developers of Opera were notified last November and they implemented the most critical part of a fix by removing problematic and insecure extensions and files from their servers. One lesson: Browser extensions can be easily created to steal data. Another lesson: Security has to be built into every app development workflow.

Any smart device — that is, a product that connects to the internet — has the possibility of being an entryway into a corporate IT network if security isn’t tight. The latest example is the Bosch BCC100 Wi-Fi smart thermostat used in buildings. Researchers at Bitdefender discovered a vulnerability that could let an attacker on the same network replace the device’s firmware with a rogue version. From there the attacker could do nasty things. The vulnerability was fixed in November. But, again, one lesson is security has to be built into every app development workflow.

Another company has allowed an unsecured database of sensitive information to be left open on the internet. According to security researcher Jeremiah Fowler, the database belonged to an American e-commerce provider. The database included photos of credit cards, drivers licences and other documents. How someone was able to create the database and leave access exposed isn’t explained.

Finally, the British Library’s catalogue of printed and rare books and other material is back online after the institution suffered a ransomware attack last October. However, for now the catalogue is available only in read-only format, meaning people can’t order items online. Full recovery of all IT services is still some time away. The Rhysida ransomware group stole and leaked some employee data.

Follow Cyber Security Today on Apple Podcasts, Google Podcasts or add us to your Flash Briefing on your smart speaker.

The post Cyber Security Today, Jan. 17, 2024 – Security updates issued for Atlassian, Citrix, VMware and Chrome products first appeared on IT World Canada.

Microsoft drops the requirement for having 300 users or more and opens co-pilot to companies of any size, there’s a huge increase in visits to “piracy sites”, Open source code and online hacking tools are fueling growth in supply chain attacks and  Apple is now number 1 in smartphone sales.

All this and more in this edition of Hashtag Trending.

I’m your host Jim Love, CIO of IT World Canada and Tech News Day in the US.

Microsoft has unveiled Copilot Pro, a premium subscription service for its AI tool, priced at $20 per month. One writer described it as “if Clippy went to get his MBA.” 

Copilot Pro is targeted at power users and creators, offering an advanced version of the free tier. It provides a unified AI experience across devices, including priority access to OpenAI’s GPT-4 Turbo during peak times. A standout feature is the enhanced AI image creation with Image Creator, boasting faster performance and more detailed images.

Additionally, Microsoft announced the Copilot GPT Builder, allowing users to create their own Copilot GPT with simple instructions, although the launch date remains unspecified. For mobile users, a Copilot app is now available on Google Play Store and Apple App Store, aiming to streamline services across devices. 

In a significant move for small businesses, Microsoft 365 will integrate Copilot without the previous 300-seat purchase minimum, and the Microsoft 365 mobile app will include Copilot, facilitating direct exports to Word or PDF documents.

Sources include: Gizmodo 

Online piracy, a long-standing issue since the dawn of the internet, has seen a notable increase in recent years. A new analysis by MUSO, a U.K.-based anti-piracy analyst, and Kearney, a consultancy, reveals a 12 per cent rise in visits to piracy websites since 2019. In 2023, these sites attracted a staggering 141 billion visits, averaging 386 million daily.

The United States and India lead in piracy numbers, but per-capita rates are higher in Europe and the Asia Pacific. The analysis shows an average of 34 visits per person in Asia in 2023, compared to 26 in North America. Christophe Firth of Kearney views this rise as both a concern and an opportunity for media companies to commercialize pirate users and reduce revenue loss.

Andy Chatterley, CEO of MUSO, attributes this increase to the proliferation of platforms and subscription fatigue. Users, overwhelmed by multiple subscriptions across various platforms, find piracy services offering a more seamless viewing experience. This trend is particularly evident in the growing normalization of piracy among new internet users, with movie piracy in India increasing by 80 per cent between 2022 and 2023.

Anime content, representing 25 per cent of pirated content globally last year, highlights the demand-driven nature of piracy. Chatterley suggests that understanding the audience’s content preferences can be valuable for streaming services. He emphasizes that many who access pirated content are not doing so for financial gain but out of a desire to access specific content.

The potential for the industry to recover revenue lost to piracy is significant. Firth suggests that reclaiming even a quarter of this lost revenue could boost the video-on-demand market by 4 per cent, or $24 billion. Addressing factors like cost, availability, and viewer experience could steer users away from piracy sites.

Sources include: Fast Company

A new report highlights a concerning trend in cybersecurity: the increasing use of open-source code and legitimate hacking tools in software supply chain attacks. These attacks, once rare and complex, have become more popular among various malicious actors, from nation-state groups to lower-level cybercriminals.

In 2023, there was a notable rise in the sharing of open-source tools and resources among attackers, making it easier to execute these sophisticated attacks. This collaboration has effectively lowered the barrier to entry for software supply chain attacks, as reported by cybersecurity company ReversingLabs. The company found a 28 per cent increase in malicious packages across major open-source repositories in the first nine months of 2023 compared to the same period in 2022.

These malicious packages often contain code that helps hackers create backdoors, spread malware, and facilitate trojan horse attacks, while evading basic network monitoring tools. One notable campaign, “Operation Brainleeches,” involved phishing schemes based on packages hosted on the npm platform, complete with tools for email phishing campaigns.

The rise in supply chain attacks underscores the need for continuous auditing of technologies, scanning code for security flaws during development, and developing new software supply chain guidance. As malicious actors continue to evolve their tactics, these types of attacks are expected to remain a significant threat in 2024.

Sources include: Axios, Reversing Labs

In a remarkable shift in the smartphone market, Apple has clinched the top spot for the first time ever in 2023, according to market research firm IDC. Apple’s market share hit an all-time high of 20.1 per cent, marking a 3.7 per cent increase from 2022. This achievement is particularly notable given the higher price point of Apple products compared to its Android counterparts.

Samsung, previously leading the market, now trails at second place with a 19.4 per cent share, experiencing a 13.6 per cent decline in 2023. Other Android manufacturers like Xiaomi and Oppo also saw declines, with Xiaomi at 12.5 per cent and Oppo at 8.8 per cent. Interestingly, Transsion, a lesser-known brand dominant in emerging markets like Africa, emerged as a big winner, growing by 30 per cent and securing an 8.1 per cent market share.

Apple’s success is attributed to its strategy of selling premium devices, with its top-selling models being the high-priced iPhone 14 Pro Max, iPhone 14 Pro, and iPhone 14. 

In contrast, Android manufacturers typically lead market share by selling more affordable and mid-range phones. The average selling price (ASP) for Android phones was $250, while iPhones averaged $949 in Q2 2023. Apple’s dominance, despite its premium pricing strategy, underscores a growing trend towards high-end devices, propelled by aggressive trade-in offers and interest-free financing plans.

Sources include: Ars Technica 

Hashtag Trending goes to air 5 days a week with a special weekend interview show we call “the Weekend Edition.” 

We love your comments. Send me a note at jlove@itwc.ca or leave a comment at the bottom of the show notes posted on itworldcanada.com

I’m your host Jim Love.  Have a Wonderful Wednesday.

The post Hashtag Trending Jan.17- Microsoft opens copilot to companies of size; Increased visits to piracy sites; Open source and online hacking tools fueling supply chain attacks first appeared on IT World Canada.

The Commission for Complaints for Telecom-television Services (CCTS) accepted over 14,000 complaints about phone, internet, and TV services in Canada in 2022-2023, the CCTS’ annual report, found. This marks a 14 per cent increase from the CCTS’ last yearly report. 

These complaints included increases in issues about quality of service, roaming charges, and contract disclosure issues.  

The total number of issues is higher than the number of issues accepted because one complaint can raise more than one issue

The Big Three carriers – Bell, Rogers and Telus – accounted for the majority of the complaints.

Top 10 service providers by complaints accepted

The number of complaints against Rogers increased a staggering 44 per cent from the previous year, making it the most complained-about provider and outranking Bell for the first time in CCTS’ history.

Disclosure issues, billing errors, and complaints about promised credits or refunds not being applied are the top issues raised by Rogers’ customers.

“One complaint is one too many and we’re working hard to make sure every interaction we have with millions of Canadians every month is seamless,” said Rogers, in response to CCTS’s findings. “We’re committed to investing in our networks and our customer experience to ensure our dedicated frontline team has the tools to provide the best service possible.”

Rogers customers also raised more concerns about the quality of their telecom services and complete loss of their telecom services. This is possibly due to the July 8 outage that impacted 2.92 million wireline and 10.242 million wireless customers. Complete loss of service complaints increased by 138 per cent from the previous year. 

Bell was the second most complained about provider, accounting for 16 per cent of all accepted complaints, but complaints about the company’s wireless, internet and TV issues all went down, by 19 per cent, 13 per cent and 30 per cent, respectively.

Telus, which has fared pretty well over the years, saw sizable increases in its number of complaints. 

Although it accounted for 12 per cent of all accepted complaints, behind Bell and Rogers, its wireless issues increased by 48 per cent, internet issues increased by 29 per cent, and TV issues by 21 per cent.

All carriers are bound by the Canadian Radio-Television Telecommunication Commission’s  (CRTC) internet code and the wireless code, tasked to protect consumers’ rights. Telus’s code breaches also significantly outdistanced all other service providers this year, with a total of 21 confirmed code breaches. Rogers had four, while Bell had five.

Further, customers continued to raise concerns about the clarity of information provided by service providers in their contracts, promotions, and related documents. 

Complaints around difficulties leaving or switching service providers also increased.

Additionally, complaints about roaming charges doubled for the second consecutive year, whereby customers claimed incorrect charges from their service provider for use of wireless services outside of a defined local coverage. That could also be due to the increase in travel  since the height of the pandemic.

Consumers can file their complaints on CCTS’ online form.

“The CCTS provides telecom customers with the right to have their complaints investigated independently and has the authority to require service providers to fix problems when the provider has not met its obligations,” said Howard Maker, chief executive, CCTS in a release. “We are pleased that the Government of Canada recently reaffirmed the importance of this work, and its desire to strengthen our ability to fulfill this important role.”

The post Rogers, Bell most complained-about provider, issues rising across the board: CCTS study first appeared on IT World Canada.

Bell remained the fastest provider in Canada, Ookla’s Q4 2023 Speedtest report revealed, as it topped the mobile and fixed broadband download speeds, fixed broadband upload speed, and 5G mobile performance, ahead of Rogers and Telus.

The rankings remained almost unchanged from last quarter, with only minor shuffles.

Here’s a look at the details.

Download

Bell was number one in mobile and fixed broadband download speeds, ahead of Rogers and Telus, at 121.33 Mbps and 307.77 Mbps, respectively.

Fixed broadband download speeds
Mobile download speeds

Overall, mobile and fixed broadband download speeds improved over last quarter.

Upload 

Overall, median upload speeds improved for both fixed and mobile since last quarter.

Rankings also remained pretty much the same, except for mobile upload speed, where Bell took a tumble.

Mobile upload speeds

Rogers and Telus prevailed in mobile upload speed, at 15.10 Mbps and 11.96 Mbps respectively.

But Rogers trailed behind Bell and Telus in fixed broadband upload speed, with a staggering decline of more than 150 Mbps.

Fixed broadband upload speeds

5G performance

The rankings for best mobile 5G performance remained the same as last quarter, with Bell leading, ahead of Telus and Rogers. Performance increased for all three carriers.

5G performance

Consistency

All carriers scored practically the same in Consistency and maintained their same positions as last year. Consistency measures the percentage of a carrier’s measured samples that meet minimum thresholds for download and upload speeds (at least 5 Mbps download and 1 Mbps upload overall; 25 Mbps/3 Mbps for 5G).

Videotron outranked Cogeco, another Quebec-based carrier, this quarter in consistency, but also in video score, which measures the quality of video experience.

Provinces and cities

Newfoundland and Labrador crawled its way to the top of the mobile regional speeds ranking, after being outdistanced by Alberta, British Columbia, Manitoba and Ontario last time.

Regional speeds -Mobile

Further, Saskatchewan climbed ahead of Quebec and Nova Scotia in mobile regional speeds this quarter.

The fixed broadband regional speeds remained almost the same, with British Columbia in the lead and minor shuffles among Newfoundland and Labrador, New Brunswick, Nova Scotia and Ontario.

Regional speeds-Fixed broadband

Mobile speeds, like last quarter, were the fastest in St.John’s, Halifax, Winnipeg, Toronto and Vancouver.

The fastest cities in fixed broadband speeds, like last quarter, were Fredericton, Edmonton, St. John’s, London and Ottawa.

The post Bell remains the fastest provider in Canada, performances improve across the board: Ookla Speedtest report first appeared on IT World Canada.

Coffee Briefings are timely deliveries of the latest ITWC headlines, interviews, and podcasts. Today’s Coffee Briefing is delivered by IT World Canada’s editorial team! 

Missed the last Coffee Briefing? We’ve got you covered.

Thomson Reuters acquires majority stake of Sweden’s Pagero

Thomson Reuters has announced that it has raised its offer to acquire Sweden’s Pagero, a provider in e-invoicing and indirect tax solutions. 

The company initially offered 40 Swedish crowns (SEK) per Pagero share, and raised it yesterday to 50, valuing the company at 8.1 billion SEK.

As a result, Thomson Reuters now controls about 54 per cent of the company.

“Since the announcement of our initial offer for Pagero on 11 January, following constructive discussions with Bengt Nilsson, Summa Equity and other key shareholders of Pagero, we are pleased to have reached an agreement for them to sell their shares to Thomson Reuters – making us the majority shareholder in Pagero at 53.81 per cent. This validates Thomson Reuters as the best home for Pagero and supports our shared vision to provide customers with automated, secure, and compliant tax solutions.” Said Steve Hasker, CEO and President, Thomson Reuters.”

Thomson Reuters said that the acquisition will accelerate the companies’ joint vision for a connected suite of global indirect tax, reporting and e-invoicing capabilities.

ABC Life Literacy Canada announces new digital literacy program

A Toronto non profit that seeks to empower adult learners, ABC Life Literacy Canada, has announced its latest digital literacy program, ABC Connect for Learning.

The program brings together all of ABC’s free digital literacy programming for anyone just getting started with the internet or who wants to learn about any new technology.

For example, adults can learn about computer basics such as how to use a mouse and a keyboard, explore how to search for things on Google, and better understand how to stay safe online.

Intermediate-level internet users can access lesson plans on using different websites, apps, and software, such as Facebook, Zoom, Gmail, on a phone, tablet or computer.

Some courses are offered online and can be completed at the learner’s own pace.

“We know that digital literacy is an important skill set that all Canadians need, especially with 84 per cent of jobs currently requiring computer and technical skills,” said Alison Howard, executive director of ABC Life Literacy Canada. “We are pleased to offer this programming to help adults equip themselves with the know-how to use digital technologies and navigate safely online.”

ABC Connect for Learning is partly funded by the Government of Canada through the Digital Literacy Exchange Program.

IBM teams up with SAP to offer AI solutions to CPG companies

IBM has announced that it is collaborating with SAP to help clients in the consumer packaged goods (CPG) and retail industries enhance their supply chain, finance operations, sales, and services using generative AI.

IBM has already integrated its AI and data platform, watsonx, into SAP solutions and is working with CPG clients worldwide to gather detailed requirements to create AI solutions that can be integrated with the SAP Direct Distribution solution.

The collaboration is expected to enhance transportation planning and execution, optimize store-level assortments, automate order settlement, and more, using new and traditional generative AI solutions.

“Global and regional consumer industry organizations must manage various commerce applications and need advanced insights to provide proactive recommendations that help improve operations and meet customer expectations,” said Luq Niazi, global managing partner, industries and global consumer industry, IBM Consulting. “With SAP, we are looking to build on the long-standing work of incorporating AI into SAP solutions that can help enterprise clients achieve further business value.”

Merchants find implementing new tech in their commerce platform, a headache: Shopify report

More than 60 per cent of merchants said that the cost of implementing new tech into their commerce platform will be tough, a new report by IDC, in partnership with Shopify, found.

The report, which surveyed 1000 merchants, revealed that 67 per cent are at least considering changing their commerce platform in the next three years, as they increasingly prioritize ease of use. Nearly all surveyed merchants also said timely implementation is important.

Plus, the report revealed that 91 per cent of enterprises believe that a low total cost of ownership is important when changing to headless, hybrid, or full-stack.

One of the key roadblocks in their implementation, the report noted, is a lack of digital skills (38 per cent) as well as a lack of technology scalability (31 per cent).

Shopify said that a composable front-end and a full-stack back-end enterprise SaaS solution is a “sweet spot for business”, delivering fast time to market, better customer experience, and cost effectiveness—without solely relying on in-house expertise.

CGI to modernize Virginia’s child support system

CGI has been awarded a contract by the Virginia Department of Social Services (VDSS) to modernize the legacy system supporting its Division of Child Support Enforcement (DCSE).

CGI will utilize CGI Transcend, its platform-based solution that integrates with external systems and helps agencies harness their data to make more informed decisions about evolving citizen services and operations. The platform also captures REaL (race, ethnicity, and language) data and provides agencies with real-time data and analytics to address bias and promote data equity.

“With CGI Transcend, our government clients can leverage data to identify underserved populations and communities, increase participation and engagement of families, and ultimately better shape their child support and child welfare policies and practices,” said Jimmy Schatte, vice president, consulting services, and U.S. state and local government national strategy lead, CGI. 

CGI Transcend’s low-code, no-code configuration is built on Salesforce and integrates solutions such as Snowflake.

People in Virginia are expected to benefit from simplified processes, streamlined sign-up forms, and automated entry, designed to expedite timelines for receiving support, CGI said in a release. The interface also incorporates built-in AI, machine learning, and analytics, helping direct attention to the most urgent cases.

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Accenture presents its “Human by Design” 2024 tech vision, reassures on potential job losses

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Canadian Cyber Centre now ranks threats with SecurityScorecard solution

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Warning issued to admins of Ivanti Connect Secure and Policy Secure gateways

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Leostream throws VMware Horizon partners a lifeline

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Channel Bytes January 12, 2024 – Nominations open for Channel Innovation Awards; Wi-Fi Alliance certifying Wi-Fi 7 devices; Incase picks up discontinued Microsoft accessories; and more

Staying informed is a constant challenge. There’s so much to do, and so little time. But we have you covered. Grab a coffee and take five while you nibble on these tidbits.

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The post Coffee Briefing Jan. 16 – Thomson Reuters acquires majority stake of Pagero; Toronto non profit announces new digital literacy program; IBM and SAP team up; and more first appeared on IT World Canada.