Why The UAE Skype Block Is Pointless

Image via WikipediaThe next move in the transformation of the telecommunications industry would appear to be afoot - Skype's off to the cloud (see this piece from TechCrunch). As eny fule no, Skype is currently blocked by the UAE's telcos as it doesn't hold an operating license in the country.

It's already starting to seem a little quaint and old fashioned, this idea of issuing operating licenses to offer telephony services. It reminds me a tad of the good old days when I first arrived in the UAE to start a new business publishing magazines. I quickly fell foul of the Ministry of Information and during the rather painful interview with the Man From The Ministry, it became clear that he was a tad confused about where my 'publishing house' was. It was in the boot of my car, in the shape of a PC. Having been an 'early adopter' of desktop publishing in the UK, I didn't need compositors, Linotronics, make-up artists, illustrators, designers, photo-editors and teams of writers.

Similarly, you don't need massive buildings housing ranks of switches to sustain pay-per-minute circuit-switched telephony any more. The cost of the infrastructure required to support communication has plummeted and operators are springing up using low-cost wireless technologies rather than all that expensive last-mile copper and fibre. At the same time, IP telephony means that we can use the robust and high speed infrastructure of the Internet to support both voice and video calling. Increasingly number-independent with our online social identities, we can access each other freely now without having to pay dollars per minute for that access - or possibly without even having to know who's providing us with that access. Apple, for instance, has been investigating the rather marvellous idea of the 'simless mobile', which would make Apple your telco, not the telco whose network you're roaming on. Not surprisingly, Europe's telcos have reacted with alarm at that one.

With Google and Microsoft both offering video calling integrated into their core platforms, as I've pointed out before, it's pretty hard to actually block these sites the way Etisalat and Du both block Skype. But if Skype moves onto the cloud, it'll be integrating with other platforms - TechCrunch, for instance, mentions LinkedIn but FaceBook has to be a top contender for Skypegration. However things develop, it rather looks as if blocking Skype will soon be No Longer An Option, because it'll be like grains of sand flowing around a jar of marbles.

The question is how much longer the UAE's operators will be snugly nestled in the cosy protectionism currently afforded them by the TRA. Because that protectionism is staving off the inevitable - and the inevitable, when it comes, may well do so with astounding speed.

Ye can't block innovation.

When was the last time you dialled a telephone number?

Image by IronRodArt - Royce Bair via FlickrTelcos are facing something of a challenge moving forward. They are staring looming disintermediation in the face and many don’t have the faintest clue what the hell to do about it.

It's an interesting idea, but there's every chance that social media will end up transforming them beyond recognition and even killing a number of them off. 

I got to thinking about this speaking at a telecom event recently. I came across more than one Great Question in the process. For instance, when was the last time you actually dialled a telephone number? We’ll be unlikely to ever dial numbers again. With today’s IP enabled networks, telephone numbers are actually something of a virtualisation – we don’t need numbers, because we don’t have to use circuit switches any more. We don’t even need URLs to communicate with each other, we’ve finally arrived at the point where we can all mimic the prisoner – we’re people, not numbers.

In this virtual world of Facebook phones and IP to IP connections (whether that's between handsets or PCs), the good old fashioned telco is reduced to being the provider of ‘the pipe’. It’s sort of analogous to a road network – the company that used to provide us with our car (finance and all), maintenance, petrol and car washing services – as well as the road network we used, together with service stations and hotels, is now just providing the blacktop. From the huge logistical enterprise that gave us everything we needed for road travel (and that also ran the big lorry networks for commercial customers) – except choice, they face being reduced to toll road operators. All they’ll be is the occasional toll booth with a sleepy chap taking our payment and a crew to fill in the occasional hole. There are other companies now providing the cars, the maps, the petrol and the logistics.

Even more scary for the telcos is their coming irrelevance.

The reason that Microsoft went for Netscape is that Netscape’s gameplan was to expose APIs to applications – this meant that Windows would become irrelevant to users and be replaceable by any old operating system, because applications only care about the next set of APIs down the pancake stack that sits between you and the hardware. Telecommunications has its own pancake stack, known as the OSI model - and telcos are facing being shoved down to the transport layer. Or perhaps even lower.

Today’s social media platforms are scaring the bejabers out of operators. If I spend all my time on Google, Facebook et al – and if these platforms are providing me with my telephony connections, I don’t actually care very much about my telco – I don’t actually see the transport layer, just the applications I use. And so the telco becomes irrelevant, whether you’re Etisalat, Du, Zain, BT or Vodaphone doesn’t matter to me. I’m just buying bandwidth and I don’t really care who I buy it from apart from price and stability – and they would all be pretty much comparable in a perfectly competitive market (which regulators are there to give us).

This means operators today have a very stark choice – transform or die. I’ve been saying this at conferences and stuff for a while now. Operators need to define new business models based around selling content and services that consumers want. They need to compete in the social space, they need to build complex revenue models that use the thinking that drives services like Google, YouSendIt and AVG. They need to look at those ‘Freemium’ models, indirect revenue streams and new competencies. They need to sell the stuff that smart IP networks enable - including content. Anyone planning to continue depending on the ongoing flow of easy money across the counter, cash for credits and money for minutes, is on a one-way ticket to oblivion, baby.
 
If they don’t change, and I'd suggest pretty quickly at that, they’re just going to be joining the queue behind the newspapers. Like newspapers, they’re not going to die overnight – just slowly and awfully collapse in on themselves, threshing around and squawking painfully on the way down. There'll be something left at the end, but it won't be the telcos as we know them.  More like a number of bandwidth wholesalers. Pipe pushers...

Die Telco! Die!

Image via Wikipedia
Facebook has tossed its hat into the mobile handset ring according to TechCrunch today. The move is fascinating and adds a dimension to the whole new world emerging from the competition between companies who, five years ago, you would have never have thought of associating with the phone business - principally Apple and Google.

The idea of a phone that cuts out the old number dialling thing entirely and creates connections across a social media platform is a short leap ahead from the Google Voice stuff I was waffling about a few days ago, but it's a logical one. With the ability to make 'analogue' calls as well as Facebook to Facebook calls, the phone would logically use the same VoIP based technologies as MSN and Google are using to connect people directly today. The mobile Internet is about to get very hot indeed as 'telephones' transform into IP based devices that will support, potentially, voice and a huge range of other functionalities.

In that instance, you don't actually need a telco or its tottering infrastructure of switching exchanges - and you won't be paying circuit switched pricings anymore, just your flat rate monthly Internet access fee to your ISP.  Today's traditional telco is not a sustainable business model: telcos will have to downscale and slim up to a tremendous degree or will have to find a massive new, services based, business model to add to the diminishing revenues that their decreasing importance in an Internet-driven communications model will yield.

Or they could just keep blocking everything. That's another option, I guess...

But block or not, it is inevitable that telcos that don't transform fast will die.

Heffalump

Image via Wikipedia
With all this talk last week of Google Voice and its blocking by the laughing gnomes at the UAE's Telecoms Regulatory Authority (TRA), I was reminded last night of quite how big is the heffalump in the Internet telephony room as we chatted happily over a video link to Ireland.

Both Microsoft Messenger and Google Chat support voice and video calling - both effectively forms of the dreaded VoIP that the TRA's gangs of Amish are so keen to protect us from. The video stuff isn't bad quality really, although you'd expect a great deal better with a 1 Meg DSL connection (cripes, we used to do video over a 128kbps ISDN link!) - particularly one that's quite as expensive as Etisalat's.

Back in the day, the road between Abu Dhabi and Dubai  used to be decorated with futuristic pictures of video telephones from Fujitsu, although I can never remember seeing one in reality (despite my former life as a telecoms journalist) - video calling never really seemed to take off. It was one of the applications that vendors used to waffle on about when they were selling the impossibly huge bandwidth of ISDN - in fact, it was also one of the applications that vendors waffled about when they were trying to sell us the impossibly huge bandwidth of 3G. There you go - if you've got way too much bandwidth, talk up the video angle!

Video calling got sort of tagged into messenger applications, but it's proving to be more and more popular - to the point now where Microsoft's Messenger actually looks for a cam when you're chatting and lets you know that the person you're talking to has a cam and offers to hook you up. It costs nothing, it's fun and it's usable - three critical factors in the fast adoption of a technology.

Messenger ships by default with pretty much every single computer out there and Google Chat is, of course, tied in quite nicely to Gmail. You start trying to block these babies, you're going to do even more damage to the technological capabilities and competitiveness of the nation - and there's already enough damage being done to the adoption, uptake and usage of a number of technologies and networks by the existing blocking policies. And just you wait until Google starts to tie this stuff into Earth, Translate et al.

Where Google Voice is interesting is that it supports PC to phone and vice versa, effectively turning Google into a telco, like Skype but with infinitely more reach. There's no reason why video calling over that connection shouldn't turn into an everyday occurence. There's also every reason to suppose that the world isn't going to leave this space to Google to play in alone - we are going to see more and more applications and services that offer this type of functionality and that integrate it into other functionalities.

This is an inflection point in technology, a tectonic shift. Continuing to protect moribund telcos working on circuit switched revenue models will not address the core problem - that they are being rendered increasingly uncompetitive by advances in technology that they are not encompassing - and that in today's networked world, an uncompetitive telecomms sector will increasingly create an uncompetitive nation.

Blocking VoIP services is short-term protectionism - other telcos in the region and wider world (for instance, take a look at the region's most competitive telco market, Jordan) have been able to transition to leaner, meaner entities and compete in a level playing field by leveraging VoIP technologies in their own operations - the consequent benefit to the consumer and, indeed, the economy is substantial.

It won't be long now before a voice call has no more value than an email. Sooner, rather than later, we are going to have to accept the fact that the UAE's telecoms sector, in its current model, is growing increasingly uncompetitive and unsustainable in the face of the advances taking place in the world around us.

UAE Blocks Google Voice

Image via WikipediaThere has been a great deal of concern and speculation this week regarding a possible move against Google by the UAE's telecom regulator, the TRA. Much of this concern has been triggered by appalling journalism which, for some reason, people have been taking seriously. It really is the biter bit - social media conversations driven by sloppy, lacklustre reporting from the very people that argue their continued existence is justified by their unique ability to provide us with 'context' and 'analysis'.

First of the block was Emirates Business 24x7 the former newspaper (ahem) that has been transformed, chrysalis-like into a beautiful Internet butterfly. Their story earlier this week, "Google to launch localised versions of VoIP in the Middle East" was nothing other than an awful example of a story that doesn't stand up its headline - the story itself contains the immortal comment from Google (the bit that was meant to justify the headline):

"The feature is not available in Mena. Google will be rolling out additional localised versions but we have nothing to announce at the moment."

You'll notice the one thing Google quite spefically does not say is that localised versions of its Google Voice VoIP service will be introduced to users in the MENA region. Cravenly, Emirates Business has since changed the headline on its website to read "Google to launch localised versions of VoIP", which is an entirely different story and, in fact, utterly lacking in any news value whatsoever.

This story has prompted speculation that Google would, indeed, launch this service. Given that Google Voice does pretty much what Skype does, this would of course induce the TRA to block the Google Voice site (Arabian Business, in an attention-seeking piece, carried some dire predictions from some 'analysts' to this effect), which is just what it has in fact done. Honest. Take a look here.

Given that Google's own site contained text to the effect (the text displayed if your IP is non-US) that you can't access this service which is only open to subscribers in the USA, blocking it did seem a tad redundant.

Presumably Google will be seeking to introduce the service legally to the many different jurisdictions around the world in which it is active. In many of these, this will involve seeking a telecommunications operator licence of one sort or another, working with a local telco or braving the country's regulator and any action (if, indeed, any) it chooses to take against unlicensed telecommunications services.

Poor old Google didn't say a word about bringing this to the UAE. But the UAE seems to have sent an unequivocal message to Google just in case it was thinking about it. And all, I suspect, because of a sloppy piece of journalism...

For what it's worth, as far as I can see, the move is unlikely to affect Gmail or any other part of Google's services unless Google starts to integrate the voice platform with other Google properties - which is something you could actually see makes a great deal of sense in the long run. Don't forget, bits of Google (Orkut) have long been blocked here without losing the rest (see also Yahoo!'s Flickr). So it's not time to hit the panic button quite yet... 

Meanwhile, I have to say I think the TRA is looking increasingly Canute-like...

The UAE BlackBerry Ban: Barmy

Image via Wikipedia

Why does all the fun happen when I'm away? Woke up today to the news that the UAE is to block BlackBerry Messenger, BlackBerry E-mail and BlackBerry web-browsing following a ruling by telecom regulator the TRA.

Gulf News online reports the story, which WAM broke today as far as I can see from over here. The National's story is here. Etisalat has made a statement which includes the immortal words, "BlackBerry data is immediately exported off-shore, where it is managed by a foreign, commercial organisation."

Oh, the LOLs, from a country where all requests to browse the web are immediately referenced to, errr, foreign, commercial organisations. Unless something's changed since the McAfee acquisition, US security company Secure Computing used to parse all searches to make sure that we weren't being exposed to all the naughtiness and stuff that's out there. We weren't so shy about 'foreign commercial organisations' then, were we folks?

BlackBerry customers were, infamously, not subject to the arbitrary restrictions of the block list. Many will remember the furore that erupted, extensively discussed on this very blog, which appeared to be a muckle-headed attempt on the part of the Telco That Likes To Say Ugh, Etisalat, to cludge security software intended for other purposes into an attempt to introduce surveillance and monitoring capabilities to the otherwise hard to intercept BB.


It's interesting for telecom regulation watchers that the customer is to be harmed extensively as a result of this move by a regulator, a class of organisation that is everywhere in the world tasked with holding the customers interests as one of its primary goals. The Telcos are being forced to breach their compact with their users (The vast majority of people bought BlackBerrys precisely with this very functionality as their primary reason for buying in) and tens of thousands of devices have been rendered basically unfit for purpose overnight.

I look forward to this move being 'clarified'. As it stands, it's yet another attempt to bomb ourselves back into the digital stone age. The madness of it all is that nothing has changed about the BlackBerry or the way in which the device works - and nothing has changed (correct me, please, if I'm wrong) in the 'moral and cultural' environment, or indeed the regulatory environment, since the BB was first introduced to the UAE - it has always worked using the company's own servers which underpinned the very services that CrackBerry users find so very appealing. If you can't live with it now - you shouldn't have sold it to us back then.

Will customers be offered refunds for the now barely functional hunks of black and chrome plastic they hold in their hands? Or will Etisalat and Du be offering free plastic covers that say 'I am browsing happily. Carry on as normal.'???

PS: In a move that appears to highlight that this move is being prompted by security concerns more than anything else, WAM has published an odd document that purports to 'compare the existing telecom regulations of the US, UK and UAE' but which is actually something of a 'dossier' that appears intended to justify the idea that a regulator can just turn around and delete a service being accessed by tens of thousands of consumers. It's a long read, but it's here.

Right. I'm going back on holiday...

FNC Committee Slams TRA, Telcos Bigtime

Image by bbcworldservice via Flickr

We pay 85% more than Turkey, 85.5% more than Ireland and 83.1% more than Sweden for our broadband. This should come as no surprise (consider that the Japanese pay $0.27 per megabit per month for broadband and these other figures look positively benign). What is, perhaps, a surprise is that the news comes to us via Emirates Business 24x7.

A special committee reporting to the UAE Federal National Council has found that prices of telecommunications services are higher than those in several Arab and European nations refuting, according to Emirates Business 24x7, “The common perception that telecom charges in the UAE are low...”

Refuting a common perception among the mentally deranged, perhaps chaps, but I think you’ll find that the rest of us know perfectly well that we’re being gouged on an intergalactic scale by a cosy duopoly buoyed by a compliant regulator.

The EmBiz story reports that telecom prices across the OECD are, on average, 66% lower than in the UAE. The picture’s even more depressing when you look at the prices business users are paying for broadband – 91.1% more than Morocco, 83% more than Ireland and so on. In fact, prices in Europe are, on average, 95.1% lower for broadband connectivity.

The committee has concluded, in telling words, that “...in the past three years there has been no benefit from competition for consumers.”

In fact, the report hands out a pretty comprehensive drubbing to the TRA, pointing to the effective monopolies that the two telcos have established over certain areas, the lack of subscriber focus in regulation and generally accused the TRA of “failure”.

It’s a no-brainer that low-cost, high speed, highly available broadband is a critical element in supporting economic development in the Internet age. Jordan reacted to that need, expressed at the Dead Sea Forum in 1999 with the privatisation of Jordan Telecom, a move that started the country’s march towards being the region’s most competitive telecom market and where significant economic value is being generated by a dynamic and burgeoning Web-based technology industry. Egypt has seen blisteringly fast adoption of broadband and, once again, is seeing significant and growing economic value being generated through its online capabilities.

The UAE, once the leading telecom market in the Arab World (and actually pretty far ahead of the rest of the world at one stage – the UAE was 100% fibre-optic before the UK, for instance) is fast dropping behind. We’re paying too much for broadband at both the domestic and business level and it’s hampering adoption and innovation. We’re seeing an increasing number of Internet-based innovations (including, but by no means limited to, VoIP) being used as a business advantage elsewhere while our operators continue to cling to circuit-switched pricing models at the expense of their customers' business competitiveness.

Low-cost, high speed Internet access could, and should, be a major advantage being offered to businesses wishing to set up in the UAE to serve regional markets. And it's not - it's actually a major disadvantage. A trading economy, the UAE’s businesspeople can’t even use mobile data services when they’re travelling overseas because roaming data tariffs are insanely high. And those mobile services are going to become increasingly key to us all.

It’s good that the FNC committee has highlighted the massive discrepancies in value, despite the operators’ claims that they’re price competitive and great that its work has resulted in a resounding wake-up call for the regulator to be more subscriber focused.

Will anything change as a result? I remain, as always, optimistic...

(Interestingly, the committee found that 6,629 complaints had been logged about Etisalat’s mobile service quality, against a whopping 57,062 complaints about Du’s mobile service quality – a number made even more impressive by Du’s lower subscriber base.)

BlockBerries

Image via Wikipedia

So Etisalat and Du have put their heads together and decided to block the evil BlackBerries. From this day on, no longer will the UAE's population be able to access gambling, pornography,drugs and *gasp* Voice over IP sites.

It's interesting that the telcos rank VOIP alongside gambling and porn - an insight into telco morality, if you like. What are the worst things the UAE's telcos can think of - the most mind-corrupting, society-challenging, youth-destabilising things possible? And Skype is right up there with the worst things that the Lord of Mordor could possibly imagine.

You do have to wonder, don't you? The telcos, according to the report carried in The Paper That Tells It Like It Is, Gulf News, are acting unilaterally and not waiting for 'Nanny' regulator the TRA. Damn right they are - because while three of the four categories are culturally arguable, the fourth, VOIP, is a purely commercial decision that is contrary to the interests of the people that these telcos are supposed to be serving.

At least they're not forcing people to accept spyware...

Magic? Not really, no...

Image by netzkobold via Flickr

UAE telco Etisalat yesterday unveiled the new 'HTC Magic' smartphone, a device based on Google's Android operating system. There's no sign from today's newspapers that anyone at yesterday's press conference chose to press the telco that likes to say 'ugh' on the massive network outages that have taken place over the last few days. We're all 'on message' today.

This is the third device that the telco has announced it will support and sell in a reversal of the decision, taken back in the early '90s, to liberalise the UAE's terminal equipment market. Etisalat also sells RIM's BlackBerry (the source of the great spyware scandal) and Apple's iPhone. That decision, formalised in comments to media yesterday, is a tectonic shift in the market and deserved more coverage than it got. But perhaps its importance wasn't blindingly obvious enough for it to be picked up.

Gulf News' slightly breathless coverage is eclipsed by Emirates Business 24|7 (which is now, of course, only published five days a week, making it Emirates Business 24|5, but we'll let that go), which trumpets 'Etisalat to launch own branded mobile phone'!

The Emirates Business story on the HTC Magic mixes it up confusingly with the news that Etisalat is going to go back into the 'own brand' terminal market, with a new 'phone being brought to market under the 'Etisalat' brand.

Gulf News' story provides a great deal more clarity, information and depth on the HTC touch, which is a nice surprise. It also points out that the phone will ship with 'Goggle' applications such as mail, search, maps and Google Talk.

Goggle. Nice one, GN subs.

The telephone's 'connectivity technologies' include HSDPA 7Mpbs and HSUPA 2Mbps, reports Gulf News with a charming and complete lack of context.

HSPA is the 'next generation' of telecom protocols, at times referred to as 'beyond 3G', High Speed Packet Access. it comes in two flavours Downlink (HSDPA) and Uplink (HSUPA) and supports hyper-fast mobile data rates - today's HSPA networks can pump over 20Mbps down to a mobile, while HSPA evolution is going to more than double that. So we're talking about hyper-fast network access, streaming video, rich content downloads and all that good stuff. Except, of course, at Etisalat's rates, the whole proposition is utterly ruinous.

At 7 Mbps, you would eat through 1Gig of data in a little over two and a half minutes, taking 25 minutes to munch through the 10Gigabyte package that will be bundled with the HTC Magic contract (reports, uniquely, The National).

Worse, you'll be paying a smidgen under Dhs75 per second for data access when you're roaming.

Yup - at Etisalat's ridiculous roaming fees of Dhs2.5 per 30 Kbytes of data, you'll certainly be loving that old high speed download Magic!

(If this post seems unusually grumpy, it's probably because my lowly 384kbit 3G Nokia has been cut off by said telco because my bill is over Dhs1,000. Or two seconds' worth of Magic!)

RIM Enables Etisalat Update Removal

Image via CrunchBase

"Recently an update may have been provided to you by Etisalat for your BlackBerry Handheld via a WAP push. The Etisalat update is not a RIM-authorized update and was not developed by RIM. Independent sources have concluded that the Etisalat update is not designed to improve performance of your BlackBerry Handheld, but rather to send received messages back to a central server. RIM has developed this software (“Software”) that will enable you to remove the Etisalat update."

Not my words, but the official words of the company that makes and enables BlackBerry handheld devices , RIM, on its own forum.

Particularly chilling are these words: "Independent sources have concluded that the Etisalat update is not designed to improve performance of your BlackBerry Handheld, but rather to send received messages back to a central server."

This directly contradicts the words of telco Etisalat, which made a formal statement to media last week, "These upgrades were required for service enhancements particularly for issues identified related to the handover between 2G to 3G network coverage areas."

But RIM goes a lot, lot further in its formal statement on the whole affair. In fact, the company says:

"RIM confirms that this software is not a patch and it is not a RIM authorized upgrade. RIM did not develop this software application and RIM was not involved in any way in the testing, promotion or distribution of this software application.

RIM further confirms, in general terms, that a third party patch cannot provide any enhancements to network services as there is no capability for third parties to develop or modify the low level radio communications protocols that would be involved in making such improvements to the communications between a BlackBerry smartphone and a carrier’s network.

In addition, RIM is not aware of any technical network concerns with the performance of BlackBerry smartphones on Etisalat’s network in the UAE."

So someone's been telling porkie pies, haven't they?

The link to BlackBerry's site is HERE and if you have a BlackBerry and implemented the update, you'll be relieved to know it contains a removal tool provided by RIM for its customers to use in getting rid of the performance-sapping software.

RIM has done the right thing - in contrast to security company SS8, the organisation presumed to have actually coded the software behind this awful little mess and which has maintained a total silence in the face of media requests. Similarly, etisalat's reaction (ignore it all and hope it goes away) has hardly been customer focused - people are still helping each other with 'broken' BlackBerries and Twitter is still ringing with plaintive Tweets for help from grounded BB users.

Do get the word out to friends and family that an 'official' fix is now available to roll back the update and, belatedly, ameliorate the impact on users of this muckle-headed catastrophe.

Etisalat still has 145,000 people to answer to, BTW... And, one rather suspects, a media that will be baying for its blood...

Link to the RIM statement, hosted on the Chirashi Security blog, HERE. Enjoy!

Incompetence or arrogance?

Image by Loutron Glouton via Flickr

Respected security analysts and consultancies have now confirmed what many industry watchers, pundits and commentators suspected last week - that the 'upgrade' pushed to tens of thousands of BlackBerry mobile devices in the UAE by telco Etisalat was, in fact, not what it seemed to be, an 'upgrade for Blackberry service. Please download to ensure continous service quality.'

Interestingly, this rather flies in the face of the somewhat belated statement made by the telco itself, which I reproduced in full here at the end of last week. That statement rather annoyed a number of BlackBerry users who found it facile and lacking the one element that tens of thousands of frustrated customers whose mobile devices were affected wanted to see - an apology. Many of those users say their BlackBerrys were rendered inoperable or suffered significantly downgraded performance. A number reportedly bought new batteries for their BlackBerrys, believing the battery was at fault when, in fact, it was the software update they had accepted from the operator.

A press release was issued on the 15th July by security company SMobile Systems. The company, which positions itself as 'the leading provider of security solutions for mobile phones and maker of the only antivirus and antispyware applications in the world for BlackBerry devices, has released a solution for the (in their words) 'recent spyware-laden update sent out to BlackBerry users on the Etisalat network'. That press release in full can be found here.

The company's release claims, 'The BlackBerry Spyware, which intercepts email and drains battery life quickly, was pushed as an update to BlackBerry's on the Etisalat network. Sent to users as a wide-area protocol (WAP) message, the Java file intercepts data and sends a copy to a server without the user's knowledge.'

That is an extraordinary claim to make regarding a piece of software that Etisalat's official statement says was software 'required for service enhancements particularly for issues identified related to the handover between 2G to 3G network coverage areas.'

It is perhaps worth noting that the Chairman of SMobile Systems, quoted in the release, is a former White House Deputy Chief of Staff and so, we must reluctantly admit, carries some weight.

SMobile is not the only expert testimony that claims the notorious update is other than it seems. Besides the many people who believe that the Etisalat network is 100% 3G now and therefore does not present 2G to 3G cell handover problems, there are also a number who point out the fact that BlackBerrys haven't experienced cell handover issues for some time now - in fact, the only online references I can find to the handover issue date back to 2006.

Added to this, you have those who have examined the code - Qatar based programmer Nigel Gourlay was quoted widely in the initial coverage of the issue, but his assertions that the network update was in fact an attempt to install monitoring software have been backed up by respected security blog Chirashi Security - a white paper analysing the code in some detail, written by Sheran Gunarsekera, is linked here.

That white paper asserts that the code is a monitoring application. It also points out that the application was not properly implemented, pointing out that the application developers had not used any form of source code obfuscation - in other words, it shouldn't have been as simple to trace, upload and analyse the code as it in fact was. The code, according to the White Paper, is set up to hide itself from the user, attach itself to network events and report these to the service-provider's server and look out for control messages that enable interception of user messages. If enabled, the application will forward a copy of emails sent by the subscriber to the service provider's servers.

Damningly, the White Paper asserts that the code 'was not mature enough to be deployed. This is especially relevant if Etisalat planned to conduct full-scale legal interception on BlackBerry users.'

The Chirashi White Paper is scrupulous to point out that the application only forwards outgoing emails and not other message types and then only when the application has been enabled to do so - it does not report on emails by default. But it does make the point that the version of the interceptor software it analysed should not have been deployed - particularly not as part of a legal interception.

The White Paper also strays out of geekland into my domain when it asserts, in the context of requiring legal interception software to meet two criteria, to do no harm and to be thoroughly tested: 'A service provider should always be prepared for the worst. In case things do not work out as planned, there needs to be a dedicated PR team who is ready to step up and deal with the public. Users should not be lied to or ignored, they will accept it better if they know the provider is well within legal rights to perform such interception.' (The italics are mine, BTW)

Security company Veracode also analysed the upgrade last week, asking whether the fact that the implemented update contained both .jar and .cod versions was down to 'arrogance or incompetence?'. That's an area explored by a journalist from the region's leading telecommunications magazine, Comms MEA, here. Again, Veracode's Chris Eng reports that the clear purpose of the update, in his expert view, is to install a piece of software that, when activated, will forward user data to a third party server, presumably owned by the service provider.

All of this leaves me wondering quite what on earth Etisalat thought it was doing. And quite how our media is standing by and allowing Etisalat to simply claim that the great big elephant in the cupboard is in fact a pair of shoes.

Nobody I know has a problem with legal interception. I think most of us would recognise that it is highly desirable that the security agencies employed by our governments have access to the information they need in order to protect society in general. Those agencies are constantly monitoring network traffic, legally and within the charters and frameworks that govern their activity. We need them to be competent and we desperately need to believe in their competence and efficacy.

Similarly, we need to trust our telcos. As a commercial entity operating in a regulated and competitive free market environment, even the biggest telco has a duty towards its subscribers and a duty to tell the truth - not only to earn the trust of its customers, but to underpin the level of trust required by investors and multinational companies who wish to trade in that environment. Mendacity and silence are not good enough - people are still facing problems with their terminals even now because there has been no clear attempt to reach out to customers and fix this issue - let alone roll back the update. There are critical issues related to privacy and security that the operator has refused to address - and questions are now being asked by a wider community about the long-term implications for BlackBerry security in general as a result of this whole farago.

Finally, there is the issue of responsibility. Someone was responsible for this Keystone Cops attempt to police BlackBerrys and the subsequent lack of timely and appropriate response that turned a customer service problem into a full-blown case study in how fumbled issues management rapidly evolves nto crisis management and how ignoring a crisis simply, in today's commercial environment, won't do.

Thanks, Gulf News!

Image via Wikipedia

Nice to see Gulf News' Abbas Lawati covering the BlackBerry software patch story today - great reporting, from surfacing the story and 'getting' what was going on in the first place right through to finding Qatar- based progammer Nigel Gourlay to comment on the actual functionality of the patch. Great journalism, top marks for effort and really cutting through to the heart of the story.

Thanks, BTW, to the lads at the most excellent Stuff Magazine for the link back they included in their story!

It's going to be interesting seeing how Etisalat deals with this one now from a communications perspective. The company could choose to clam up and fillibuster any journalist unwise enough to pursue the story further, ignoring the howls of pain from customers while it quietly fixes the problem. Or could institute a wide-ranging reaction to the unfortunate incident, apologising for the inconvenience the move has caused, communicating effectively with customers, explaining what has gone wrong and how they can restore their devices and performing as clean and efficient a 'roll back' as possible.

There have been reports of users buying new Dhs200 batteries for their BlackBerries as a solution to the sudden battery-drain they experienced - and performance of the handsets has also reportedly been affected. So there is a strong argument for a smart, transparent customer service push that redresses at least some of the key customer irritations.

Meanwhile, if you want to get into the security software business, here are some handy hints and tips.

Make sure that nobody knows you're trying to install a security or monitoring patch because they might be scared or protest. Tell them it enhances teddy bears or something. Having done that:

• Do make sure that your software is called something scary, like 'Raptor', 'Destroyer' or 'Interceptor'. Name the subroutines you are using after the software so that users can see the name and be spooked by it.
  

• Do make sure you install all software into a directory clearly named after the security company that is providing the solution. This helps curious customers, bloggers and yes, even journalists, quickly and easily find out more about what you're up to.
  

• Do try and work with a security company whose website shrieks 'Be Scared! Be Very Scared!' or at least trumpets how it makes interception and monitoring software that allows intelligence agencies to monitor and analyze targets. Nothing makes consumers happier than being referred to as 'targets', except possibly the sight of red laser dots on their chest.

Meanwhile, I'd just like to say that my Nokia battery has ground to a virtual halt, supporting no more than 20 minutes of talk time before failing. And that didn't even need a patch from Etisalat to achieve!

Weird Phish

Everyone’s favourite telco sent me an email. PHISHING WARNING! Hollered the subject line.

Lovely. I opened it. I mean, at least it wasn't a blasted text at midnight...

Phishing emails are them what pretends to be from a bank or someone and that get you to give up personal information so that the evil phishers can steal your identity, children, things and money.

“Etisalat will never email links” said the mail in reassuring green as it warned me of the dangers of phishing emails in stentorian, warning tones.

There then followed a series of six pointers for those wishing to improve their internet security.

You guessed it – item six contained... a link.

One For The Ladies

Of the many wonderful things to be found in the diverse and rich playground that is the Internet, this is one of my favourite things today. It was advertised on my phone bill and piqued my curiosity because of the whiff of egregious sexism it carried with it.

It's Etisalat's 'My Bouquet' service, a special range of offers for the little lady.

The advert on my phone bill offers the chance to win a pink Blackberry Pearl - because girls only like pink, don't they? Of course they do, lads.

But then we have the actual My Bouquet section of Etisalat's website (Interestingly, if you search eim.ae for "My Bouquet" it doesn't return the service as a result. Nice.), a true phenomenon of targeted marketing. For a start, it's got flowers on it - and everyone knows the girls love a flower every now and then! Especially those ones from Emarat, eh chaps?

"My bouquet is carefully designed to best serve the need of the women" Etisalat declaims on the site, which is illustrated with a (licensed, I hope!) picture of a sappy-looking Nancy Ajram. And how right they are! There are three bouquets, Lilac, Tulip and Orchid, which are perfect for the need of the women.

Lilac lets the women talk internationally for 1.6 hours. Tulip lets the women talk internationally for 5 hours and Orchid lets the women talk internationally for 8.3 hours. There are some reward point thingies and the chance to win that lovely, desirable and oh! So female! Pink Blackberry.

So there you go ladies! Now you can win a pink Blackberry and talk for a long time on the 'phone!

PS: I coloured this post pink especially for the ladies! This segmented marketing lark is a DODDLE once you understand your target audience, isn't it???

UAE Unblocks flikr?

Image via Wikipedia

There has been much confusion over this one: www.flickr.com remains blocked by the TRA, but you can access the site (well, you could at the time of writing) by using this link (thanks to Nagham!).

However, any attempt to click through to an image results in a block. I used 'trees' as my test subject, as I thought I might as well kick off with something subversive - and got the usual cheery message.

So flickr remains blocked, our little burst of optimism has petered out and life goes on as usual, without the ability to effectively do Yahoo! Image Searches.

Somehow, someone, somewhere (in a very big, secure, server farm in the States, I rather think) has missed a link. But they got the rest of it down pat, thank you very much.

Go home people. There's nothing to see here. Move along, move along...

Etisalat Makes My Day

400 calls in search of a human later. Much listening to messages talking about 'our world class customer service' included...
"Hello."
"Hello."
"Hello."
"OK. Hello, our telephone is not working. We have checked and it is not disconnected, but you get 'not available' when you dial in and an engaged tone when you dial out. Our ADSL is down, too."
"You have fault?"
Repeat
"You can change the handset."
"This is a company. All our handsets are not working. And our Internet."
"Internet?"
"Yes, Internet. Look, this isn't a radio commercial. What's the problem?"
"You have fault!"
"OK. You fix fault then."
"Yes. In three days."
"This is a company. How do you expect us to work for three days no Internet, no telephone?"
"It is problem, yes. You pay Dhs150 per hour, engineer will come in two hours."
"What, so because you can't provide reliable connectivity to your customers to ITU standards, you're going to charge me Dhs150 an hour to pay your engineers to do basic fault reporting on a multiple line failure to our location?"
"What?"
"Yes. Please. We pay Dhs150 per hour. or Dhs 1,500. I don't care. Fix it now."
"OK. Engineer will come."
To be updated

...Update...
Pilot's log.
Stardate Dubai 10.30am

The engineer hasn't arrived. The problem apears to have fixed itself. We have Internet and telephone connectivity. Spock has gone down the shops for a packet of celebratory Caramel Digestives and Scottie is sobbing into his engineering manuals. I feel a strong spring urge and Lieutenant Uhuru's looking damn fit these days...

...Update 2.0...
I forgot to post this, but a strange man called the next day and was surprised to get through to us. That's right, he was the engineer.

Disconnected

The result of any search performed through Etisalat's seach function this morning: 'Cannot get connection'.

I know the feeling...

BTW: This comes courtesy of pal Derek. I wouldn't dream of trying to use Etisalat's search function myself...

Spanked

Gulf News today carries, on page 41, a slightly strange advertisement for telco Du’s Unlimited Blackberry offer. The ad, which struck me as unusually weak in a market slopping over the brim with weak advertising, offers “unlimited wireless access to email, calendar, messaging and internet through seamless and secured office connectivity”. It features a sketch of two aliens looking amazed at a Blackberry, having discarded a number of other useless gadgets.

Unusually, Gulf News has also, on page 36, spanked the offer editorially. GN’s Nadia Saleem not unreasonably points out that the ‘unlimited’ Du offer is actually limited to 1 Gb of data transfer, after which usage is charged at Dhs 0.01 per kbyte (or, in other words, a cool Dhs 10 per Mbyte). When contacted about the fact that its ‘unlimited’ offer is actually limited (a slightly paradoxical thing, I’m sure most would agree), Du apparently told our Nadia, “someone might use the data access facility to download movies all day or use the mobile as a modem to transfer large amounts of data”.

Ooh! The rotters!

Firstly, the point is surely that in today's 'always on' world, the data volume is not the charged unit in the vast majority of internet transactions. Package prices are the way forward and the amount of data used in a given package is not germane. The internet is not circuit switched - you pays for the pipe - access not volume. Operators billing volumetrically for access are sort of cheating, really. Particularly when they have mobile IP infrastructures.

That apart, I personally received something like 250Mbytes of useful* email this month, despite being on leave for three weeks of it - and the month's not over yet. If I include the junk, we're looking at a mailbox of over 300 Mbytes and I haven't started allowing for internet access, streaming video or any other cool apps or toys. So it's actually conceivable that a heavy user would actually want 1Gb of access.

What’s missing here are a few words on their advertisement to explain that they don’t actually mean unlimited when they say unlimited. Perhaps interestingly, Etisalat, the big telco, doesn’t limit its unlimited offer.

I bet the GN advertising sales boys aren’t talking to our Nads today, though...


PS: I know I said I wasn't posting for a couple of days, but I couldn't resist it...

*Useful is a relative term.

Grumpy

A very grumpy little pair of pieces in today’s Gulf News: the ‘phone company that everyone loves to shout at, Etisalat, has released a new block of numbers starting with the prefix 056 and hasn’t bothered telling anyone, according to the paper which gives the grievance front page space (alongside a report of the horrific crash that happened yesterday on the Sheikh Zayed Road outside the Grand Hyatt: a minibus jumped the central barrier and hit an oncoming car with the loss of five lives) and then repeats the story inside.

The source of at least some of GN’s grumpiness is given away in the story, “repeated requests by Gulf News for a comment from etisalat went unanswered”, and then GN gets its revenge, continuing with “Etisalat subscribers regularly complain about the poor customer support.”

Ouch.

The GN story is hung on a single subscriber complaint, which is a tad thin if you ask me. Australian businessman Irshad says he's been given a new number and is facing constant problems with people insisting they’ve got the number wrong. The paper says that ‘apart from a press release’ there has been no attempt at raising awareness of the new number: that press release, as far as I can see, went out in August 2006!!!

Changing a national numbering scheme without any attempt at public awareness is an odd decision to make. Choosing to ignore media enquiries about it an even odder one, particularly given that Etisalat is involved, at least nominally, in a competitive market. The result would appear to be some unwelcome coverage given unusual prominence, I would submit precisely because the company has been ignoring the newspaper's requests.

You can only conclude that there’s a potent cocktail of stupidity and arrogance at work here and that’s surprising given the vast number of very positive changes that have been taking place over at Etisalat towers over the past couple of years.

This news is also bad news for a completely different reason: it’s the death knell for the Du test, because people are going to start asking for the ‘full’ mobile number including the prefix now.

Mind you, I have to confess I’ll be delighted if people start asking “Is that 050 or 056?”...

:)

Shill

It's not often I shill for clients on da blog, but I liked this thingette from IBM employee Sacha Chua so I've put it here. Later on today, if I'm lucky, a few of the delegates from this year's Arab Advisors Fifth Annual Media and Convergence Conference will swing by to take a look at it, because I'll have pointed them here.

They'll also be able to read the thought provoking article here, which my mate Gianni turned me onto.

Sacha is a self-confessed member of what we old people like to call Generation Y. It's not a term with which I'm particularly comfortable, but then I've heard even worse epithets. I happen to hate, with a passion, 'digital tribe' and even worse is 'digital native'. The idea that someone grew up in a digital world is interesting, but I don't think that labelling and boxing them is desirable or even funny, clever or mature.

As it happens, I grew up in a digital world myself, but a strange and fast-moving digital world where I was filled with round-eyed astonishment at the things happening around me. I grew up in a world where my school didn't know what number base would be the number base of computing, so I was forced into calculating in binary, octal and duodecimal. Crap - hex won out. I learned to use a computer with a card reader, then a teletype. Later on came coding punch tape for CNC turret presses, eight inch disk drives, 20lb portable computers, memory chips the size of aeroplanes and all the rest of it.

It might not have been Facebook, but it wasn't exactly an 'analogue upbringing' either.

Which might be part of the reason why I find it so intensely irritating to have to watch telcos and telecom vendors trying to 'get to grips with the kids'. They'd be well served to just try a little wide-eyed curiosity themselves and start exploring this brave new world we've all been building, rather than just trying to shoe-horn it into old fashioned revenue models from their heady circuit-switched days.

Here endeth the geek session. Back to being silly tomorrow... promise...