HACKED AND HELPLESS
Three Hours and Seventeen Minutes on ATT
From 2:50 PM to 6:07 PM without getting anything done

Unedited Chat of May 23, 2012
Between Christopher Fulkerson and Two ATT Operators

CF's Composition Desk
BLISS
Unusual Aerial Phenomenon Over San Francisco Bay
Photograph by Christopher Fulkerson
Copyright 1999 by Christopher Fulkerson
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After I got hacked at Facebook I tried to get in touch with ATT to work out what needed to be done.
This was the chat conversation in which I tried to get help.

2:50 PM] Connecting...
[2:50 PM] Connected. A support representative will be with you shortly.
[2:50 PM] Support session established with Lewis Tabilo.
[2:50 PM] You have granted full permission to Lewis Tabilo. To revoke, click the red X on the toolbar.
[2:50 PM] Remote Control started by Lewis Tabilo.
[2:57 PM] Transferring session to another technician...
[2:57 PM] Remote Control by Lewis Tabilo stopped.
[2:57 PM] Support session established with Lewis Tabilo.
[2:57 PM] Remote Control started by Lewis Tabilo.
[3:00 PM] Transferring session to another technician...
[3:00 PM] Remote Control by Lewis Tabilo stopped.

 

Christopher Fulkerson then waited for 25 minutes

 

[3:25 PM] Christopher FULKERSON has revoked all permissions.

 

[3:26 PM] Support session established with George Smith (Remote Specialist).
[3:26 PM] George Smith (Remote Specialist) Hi, my name is George Smith, and  I will be assisting you with your issue here on. Please be on hold for two minutes, while I access your ticket information.
[3:26 PM] Christopher  FULKERSON Hi.
[3:26 PM] George Smith (Remote Specialist) Thank you for your patience, As per our records, your call back number is … … …. Is that correct?
[3:26 PM] Christopher  FULKERSON Can you see my screen?
[3:27 PM] Christopher  FULKERSON yes
[3:27 PM] Christopher  FULKERSON yes
[3:27 PM] Christopher  FULKERSON yes
[3:27 PM] Christopher  FULKERSON Can you see my screen
[3:28 PM] Christopher  FULKERSON Ar you there?  
[3:29 PM] George Smith (Remote Specialist) Yes, I am still connected with you.
[3:30 PM] Christopher  FULKERSON All right.   I'm trying to be patient.   This problem has been going onsince shortly before 1 pm.
[3:30 PM] George Smith (Remote Specialist) Thank you for validating your call back number. I can see that you have contacted us for an issue with receiving malicious email. Is that correct?
[3:31 PM] Christopher  FULKERSON I'm not sure.
[3:31 PM] Christopher  FULKERSON What I mean is, the email said my Facebook page was shuting down.
[3:32 PM] Christopher  FULKERSON Facebook appears to have sent the emails, and according to your agent that I spoke with earlier, he said he thought there were two different sources for the two emails.
[3:32 PM] Christopher  FULKERSON The first one came from Paulus Tuerah xx.xxx.xxx.xxx.  
[3:32 PM] Christopher  FULKERSON I did not see where the second one came from.
[3:33 PM] George Smith (Remote Specialist) I understand that this must be quite upsetting. Let me assure you, I am here to help you.
[3:33 PM] George Smith (Remote Specialist) I will continue working on your computer based on the information, I have with me.  If this remote session gets disconnected while troubleshooting, I will call you back to re-establish the remote session.
[3:33 PM] Christopher  FULKERSON Is that what you need to know?   Tuerah is not and as far as I remember has never been a Facebook friend of mine.   I have blocked him but some security functions at FB are not working for me... another worry...
[3:33 PM] You have granted full permission to George Smith (Remote Specialist). To revoke, click the red X on the toolbar.
[3:33 PM] Remote Control started by George Smith (Remote Specialist).
[3:33 PM] Christopher  FULKERSON OK you can see my screen?
[3:34 PM] George Smith (Remote Specialist) Don't worry. I will do my best to resolve your issue.
[3:34 PM] George Smith (Remote Specialist) I am now able to see your screen and control your desktop. If you wish to revoke the permissions to view and control your desktop, anytime during this session, all you would have to do is just click on the red X that you see on the LogMeIn chat console.
[3:35 PM] Christopher  FULKERSON The red "End all activites" box with an X in it?
[3:35 PM] Christopher  FULKERSON It is doubtful I will touch it.
[3:35 PM] Christopher  FULKERSON But thanks for telling me that.
[3:36 PM] George Smith (Remote Specialist) You are most welcome.
[3:37 PM] Christopher  FULKERSON Thank you.   Just let me please know what I can do.
[3:39 PM] Christopher  FULKERSON What is happening now?
[3:40 PM] George Smith (Remote Specialist) Now that I have established a remote control of your screen, I will go through the settings of your email program and will fix the issue right now it self.
[3:41 PM] Christopher  FULKERSON Very good.   What is the issue exactly?
[3:42 PM] George Smith (Remote Specialist) Ms. Fulkerson, Let me check it.
[3:43 PM] Christopher  FULKERSON Waiting.
[3:45 PM] George Smith (Remote Specialist) Could you please show the malicious emails that you are receiving.
[3:46 PM] Christopher  FULKERSON Yes.   I did NOT make such a request!!!
[3:46 PM] Christopher  FULKERSON That is the first.   There is another one.
[3:48 PM] George Smith (Remote Specialist) Okay.
[3:48 PM] Christopher  FULKERSON There.   I think the tie is not the same as the time indicated in my email... I'm not sure of that.
[3:48 PM] Christopher  FULKERSON I mean "time.
[3:49 PM] George Smith (Remote Specialist) Could you please show me the other email?
[3:49 PM] Christopher  FULKERSON I'm sorry... did I click it away or did you?   ...damn I am stressed out!
[3:50 PM] Christopher  FULKERSON Do you want to see it again?
[3:50 PM] George Smith (Remote Specialist) Yes.
[3:50 PM] George Smith (Remote Specialist) I really understand your concern. I will help you to fix the issue right now it self.
[3:50 PM] Christopher  FULKERSON This email says 12:56.   I think the maillist says something else.
[3:52 PM] Christopher  FULKERSON I don't knwo whether that's significant. 
[3:56 PM] Christopher  FULKERSON If you get a moment I could use a word about where we are in this process...
[3:56 PM] Christopher  FULKERSON Do you want to see that again?
[3:58 PM] George Smith (Remote Specialist) What we can do is we will change the password of the facebook and check that if it is working fine.
[3:58 PM] Christopher  FULKERSON OK.  
[3:59 PM] Christopher  FULKERSON Is that sufficient?   They seem to know their way around the Facebook security well enough to block my efforts to talk to Security.
[4:00 PM] Christopher  FULKERSON Do you want to do that or do you want me to do that?
[4:00 PM] George Smith (Remote Specialist) The only option is to change the face book password over otherwise you need to contact the face book provider.
[4:02 PM] George Smith (Remote Specialist) I will help you to change the password.
[4:02 PM] Christopher  FULKERSON I don't know how to do that.  
[4:04 PM] Christopher  FULKERSON Don't give me a new account!
[4:04 PM] George Smith (Remote Specialist) You can enter a new password here.
[4:04 PM] Christopher  FULKERSON I have 1Password, it puts the passwords in. 
[4:05 PM] Christopher  FULKERSON May I ask what you are doing?
[4:05 PM] Christopher  FULKERSON I'm sorry,,, where?
[4:05 PM] Christopher  FULKERSON OK just a second.
[4:05 PM] George Smith (Remote Specialist) I am trying to change the password.
[4:06 PM] Christopher  FULKERSON Gotta think, give me a moment.
[4:08 PM] Christopher  FULKERSON HEY this is NOT where I should be working.
[4:09 PM] Christopher  FULKERSON I do not understand why you singed me out... I do not understand why we are working here instead of inside.
[4:09 PM] George Smith (Remote Specialist) Let me check it.
[4:10 PM] Christopher  FULKERSON HEY let me talk -
[4:10 PM] Christopher  FULKERSON This not where this is supposed to be done.   I DO NOT want a new account.
[4:11 PM] George Smith (Remote Specialist) I do understand your concern.
[4:11 PM] George Smith (Remote Specialist) We will only change the password.
[4:11 PM] Christopher  FULKERSON Yes but NOT HERE.
[4:11 PM] Christopher  FULKERSON This is the SIGN UP page...
[4:12 PM] Christopher  FULKERSON I should sign in and then change it, yes?
[4:13 PM] Christopher  FULKERSON I have to refresh some pages.
[4:13 PM] George Smith (Remote Specialist) We will change it by clicking on forgot password.
[4:13 PM] Christopher  FULKERSON OK. 
[4:13 PM] Christopher  FULKERSON Why?
[4:14 PM] Christopher  FULKERSON There is no reason to send the password over my system right now.   I have not forgotten the password...
[4:15 PM] Christopher  FULKERSON Frankly I am uncomfortable with what you are doing.
[4:15 PM] Christopher  FULKERSON Listen, I have already changed the password once today.    I thought you knew that.

[4:15 PM] Christopher  FULKERSON Frankly I am uncomfortable with what you are doing.
[4:15 PM] Christopher  FULKERSON Listen, I have already changed the password once today.    I thought you knew that.
[4:17 PM] George Smith (Remote Specialist) In that case It would be better to contact the face book provider they will help you to fix the issue.
[4:17 PM] Christopher  FULKERSON How is that done?   They don't resond to anything.    It has to be done by snail mail.   This is NOT the "comprehensive security" I thought I was getting!
[4:20 PM] Christopher  FULKERSON Also, I told you, I am not able to get through to FB security.   The popups say there are problems with Firefox.
[4:20 PM] George Smith (Remote Specialist) Okay let me check it.
[4:30 PM] George Smith (Remote Specialist) Please check if you are still getting that error message.
[4:31 PM] Christopher  FULKERSON OK =.
[4:33 PM] Christopher  FULKERSON That's it.
[4:35 PM] Christopher  FULKERSON I need login approvals!   That's exactly what I need!
[4:36 PM] Christopher  FULKERSON That would be EXACTLY what a hacker would disable... Iknow that much...
[4:37 PM] Christopher  FULKERSON Can I have it send a text to my iPhone?
[4:37 PM] George Smith (Remote Specialist) Sure.
[4:37 PM] Christopher  FULKERSON ALSO in addition to an email?
[4:37 PM] Christopher  FULKERSON Please.
[4:38 PM] Christopher  FULKERSON Save?
[4:41 PM] Christopher  FULKERSON Shall I log in/out in order to see whether these things take effect, or
[4:41 PM] Christopher  FULKERSON shall we go into Firefox?
[4:41 PM] George Smith (Remote Specialist) Yes please.
[4:41 PM] Christopher  FULKERSON Which?
[4:42 PM] George Smith (Remote Specialist) Please close the firefox and reopen it .
[4:43 PM] Christopher  FULKERSON WIll I lose you???
[4:43 PM] Christopher  FULKERSON ...that doesn't sound right...
[4:44 PM] George Smith (Remote Specialist) No.
[4:44 PM] Christopher  FULKERSON you mean, I will not lose you?
[4:45 PM] Christopher  FULKERSON I'm waiting to clarify this before we do something wrong...
[4:46 PM] George Smith (Remote Specialist) I will not lose the connection.
[4:46 PM] George Smith (Remote Specialist) It will not lose the connection.

[4:46 PM] Christopher  FULKERSON OK.   I'll log off Firefox and log back on.
[4:47 PM] Christopher  FULKERSON SO much for that...
[4:49 PM] Christopher  FULKERSON And that.   I think perhaps we need to go into the Firefox settings?   That security against an outside machine is important...
[4:49 PM] Christopher  FULKERSON If my browser has automatic cookie-clearing setting ets they need to be changed, yes?
[4:50 PM] George Smith (Remote Specialist) Okay. let me check it.
[4:58 PM] Christopher  FULKERSON Is that for me to be aware of or are you reading it yourself?   I think we should go into Firefox...
[4:58 PM] Christopher  FULKERSON I did n't mean to open that popup.
[4:58 PM] Christopher  FULKERSON Did you open that "Desktop Info?" 
[5:01 PM] George Smith (Remote Specialist) I just trying to show you that we need to follow the steps and it will take a few days enable these settings.
[5:01 PM] Christopher  FULKERSON Yes I undestand.   I am ready for that.
[5:02 PM] Christopher  FULKERSON However, this is only what FB says.  Firefox's settings have to be changed.
[5:02 PM] Christopher  FULKERSON THEN FB will be able to change.
[5:03 PM] Christopher  FULKERSON If there is an automatic setting that has to be changed at FF, let's do it please.
[5:03 PM] George Smith (Remote Specialist) Did you removed the cookies from the browser?
[5:04 PM] Christopher  FULKERSON NO I don't know how to do any of that!!! If it's happened it COULD BE THE HACKER!!! 
[5:05 PM] George Smith (Remote Specialist) Let me try it.
[5:05 PM] Christopher  FULKERSON OK.
[5:14 PM] Christopher  FULKERSON Hi don't clear the history please...
[5:15 PM] Christopher  FULKERSON Right?
[5:15 PM] George Smith (Remote Specialist) I am only clear the cookies.
[5:15 PM] Christopher  FULKERSON That's how it seems to me it ought to be...
[5:15 PM] Christopher  FULKERSON Wait -
[5:15 PM] George Smith (Remote Specialist) Okay.
[5:16 PM] Christopher  FULKERSON The problem is, is it not, that the cookies have gotten cleared, that is what the popup said.
[5:16 PM] Christopher  FULKERSON So, we need to go to Firefox and tell it to stop clearing cookies... right?
[5:16 PM] Christopher  FULKERSON This is all at Facebook...
[5:16 PM] Christopher  FULKERSON Correct me if I'm wrong...
[5:17 PM] George Smith (Remote Specialist) We need to clear the cookies to activate the settings.
[5:17 PM] Christopher  FULKERSON OK yoi're the expert.
[5:18 PM] Christopher  FULKERSON How about we just clear this day?
[5:19 PM] George Smith (Remote Specialist) Okay.
[5:19 PM] Christopher  FULKERSON We can clear more later if we need to.
[5:19 PM] George Smith (Remote Specialist) So shall we go head?
[5:20 PM] Christopher  FULKERSON I don't know... this is beyond me... I would go to FF and tell it to STOP getting rid of cookies.
[5:20 PM] Christopher  FULKERSON I think... I would reread that popup...
[5:21 PM] Christopher  FULKERSON Login?
[5:21 PM] George Smith (Remote Specialist) Yes please.
[5:23 PM] Christopher  FULKERSON OK it looks as though I have to go to me email.  
[5:25 PM] Christopher  FULKERSON OK we're back.
[5:26 PM] Christopher  FULKERSON So... we need to go to Firefox...
[5:26 PM] Christopher  FULKERSON You sometimes clear your cookies.
Your browser is set to automatically clear cookies whenever it closes
[5:26 PM] Christopher  FULKERSON Clearing cookies AT FIREFOX ??? causes problems for Facebook
[5:27 PM] Christopher  FULKERSON I NEvER knowlingly do this:
[5:27 PM] Christopher  FULKERSON You use your browser's "private browsing" or "incognito" mode.
[5:27 PM] George Smith (Remote Specialist) It will be take time to activate the settings the change that we have made right now.
[5:27 PM] Christopher  FULKERSON THAT COULD BE THE HACKER
[5:27 PM] Christopher  FULKERSON ... hm... you mean, wait a day or something?

 

5:27 PM] Christopher  FULKERSON or hours or wahtever...
[5:28 PM] Christopher  FULKERSON Why, please, are we not going to Firefox to turn off the icognito, if it's on?
[5:28 PM] George Smith (Remote Specialist) Okay.
[5:28 PM] Christopher  FULKERSON That sounds to me like something a hacker would want...
[5:29 PM] Christopher  FULKERSON Thank you... do you want to use the cursor?
[5:29 PM] George Smith (Remote Specialist) Yes, Ms. Fulkerson.
[5:29 PM] Christopher  FULKERSON You MR I hope...
[5:30 PM] George Smith (Remote Specialist) I really apologize for mistake.
[5:30 PM] Christopher  FULKERSON Do you want to go ahead with a look into FF?
[5:31 PM] George Smith (Remote Specialist) Mr. Fulkerson, let me check it once again.
[5:31 PM] Christopher  FULKERSON As you wish.
[5:33 PM] George Smith (Remote Specialist) Please check it once again.
[5:35 PM] Christopher  FULKERSON OK... but George this is not Firefox.   The popup says there are settings there... I'm begging you.   Why are we not going to Firefox?
[5:35 PM] Christopher  FULKERSON We have done all this at least a dozen times.
[5:36 PM] George Smith (Remote Specialist) It will take time to activiate the changes.
[5:37 PM] Christopher  FULKERSON You are refusing to do as I ask?
[5:37 PM] Christopher  FULKERSON Why db't you let me try?
[5:37 PM] Christopher  FULKERSON And talk me through it.
[5:38 PM] Christopher  FULKERSON YOu realize, I hope, that you and I together have not made any changes in the situation.
[5:38 PM] Christopher  FULKERSON Why is going to FF a problem?
[5:39 PM] Christopher  FULKERSON ATT says I have been the victim of TWO hackers today.    You saw the emails.
[5:40 PM] Christopher  FULKERSON I really want to do all that can be done.   I am not willing to wait around if there is something that can be done.
[5:40 PM] Christopher  FULKERSON I really do not believe I am being unreasonable.
[5:40 PM] George Smith (Remote Specialist) The only option is to change the password.
[5:41 PM] George Smith (Remote Specialist) Otherwise it would be better to contact the face book provider.
[5:41 PM] Christopher  FULKERSON NO George.   We can go to Firefox and make sure that it has not been told to do the wrong thing.
[5:42 PM] Christopher  FULKERSON I am ready to give up on you.   FIREFOX is what we should look at now.
[5:42 PM] Christopher  FULKERSON And I've told you many times, Facebook does not have any kind of support.   !
[5:44 PM] Christopher  FULKERSON Do you see that?   It says it's insecure...
[5:44 PM] Christopher  FULKERSON cebook.com
[5:44 PM] Christopher  FULKERSON I did not type cebook.com!!!!
[5:45 PM] Christopher  FULKERSON HELOO!
[5:45 PM] Christopher  FULKERSON I did not type that... that is not supposed to happen...
[5:45 PM] George Smith (Remote Specialist) It is the part of My mistake.
[5:46 PM] Christopher  FULKERSON What are we doing?
[5:47 PM] Christopher  FULKERSON I'm ready to absolutely give up.  
[5:47 PM] George Smith (Remote Specialist) We tried all the possibilities but it will take time to activiate the settings.
[5:48 PM] Christopher  FULKERSON Bring me in on what you're doing or I'm out of here.
[5:48 PM] Christopher  FULKERSON NO, we did not go to Firefox.
[5:48 PM] Christopher  FULKERSON Firefox says I need to upgrade.
[5:48 PM] Christopher  FULKERSON It's very obvious.
[5:48 PM] Christopher  FULKERSON THEN Facebook might say something different right away.
[5:48 PM] Christopher  FULKERSON Let me do it.
[5:49 PM] George Smith (Remote Specialist) Okay.
[5:50 PM] Christopher  FULKERSON Does this llok right?   I liked the page you found... could you get us there please?
[5:50 PM] Christopher  FULKERSON Then I'll go ahead.
[5:50 PM] Christopher  FULKERSON You remember the page that said it was "insecure?"
[5:51 PM] George Smith (Remote Specialist) Would you like me to install the latest version of Fire fox.
[5:51 PM] Christopher  FULKERSON That would be good.
[5:52 PM] Christopher  FULKERSON Please, yes.
[5:59 PM] Christopher  FULKERSON What are we doing?
[5:59 PM] Christopher  FULKERSON Shall I sign off and restart FF?
[6:00 PM] George Smith (Remote Specialist) Yes please.
[6:01 PM] Christopher  FULKERSON I'm going to make sure it's the new FF.   Just a sec.
[6:04 PM] Christopher  FULKERSON OK we tried that much.   At least it's not a problem with a FF upgrade.  
[6:04 PM] Christopher  FULKERSON NOw, I suppose you want to give up?
[6:05 PM] Christopher  FULKERSON I do NOT feel secure about this.    The FB popup says that Firefox MIGHT think I have an "icognito" or some such.  
[6:05 PM] Christopher  FULKERSON What do you think?
[6:06 PM] Christopher  FULKERSON Are you there?
[6:07 PM] George Smith (Remote Specialist) I tried all the possibilities to fix the issue.
[6:07 PM] Christopher  FULKERSON That means you are giving up.
[6:07 PM] Christopher  FULKERSON You say, correct me if I'm wrong, that I am supposed to wait now for the changes to catch up at Facebook?

***
Posted November 25, 2013

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