Why are people getting strange long distance charges on their phone bill?

There has recently been an increase in the number of customers receiving unexpected long distance charges on their phone bills. The charges may be related to "modem hijacking", with the long distance charges occurring from calls to Guinea-Bissau (245), Nauru, (674), and Sao Tome (239) among other countries.

What is TELUS doing to prevent modem hijacking?

To help prevent modem hijacking, all long distance direct-dialed calls to these three countries made on the TELUS network will be blocked effective July 1, 2004.

Note: Blocking was originally made to Guyana (592) as well. However, through ongoing work, TELUS has been able to remove blocking to this country at the end of December, 2004. Blocking is also not available on accounts where TELUS only supplies the long distance service; both local and long distance services must be provided by TELUS in order for TELUS to block the particular country.

To place long distance calls after July 1st to these countries, call the TELUS operator by dialing "0". You'll get the same rate as if you made the call yourself. To save on your long distance, subscribe to a TELUS Long Distance Savings plan.

What is modem hijacking and how does it happen?

Modem hijacking can occur when a website asks you to do the following to access their website information:

• download a file via a pop-up window
• accept their website's Terms and Conditions
• download a special viewer or dialer to access content

The file or download then accesses software on your computer to use your modem to dial phone numbers in foreign countries resulting in long distance charges and/or connection fees appearing on your phone bill.

The file may also hide behind pop-up ads activated from previous Web browsing.

Who does it affect?

Anyone with a dial-up connection who unknowingly downloads programs from certain websites or pop up windows can be affected. This includes high speed (ADSL or cable modem) customers who also have a dial-up connection in place.

How can I protect myself?

• If you have high speed Internet (ADSL or cable modem) you should not be susceptible to this scam. However, if you have high speed and a dial up connection such as a fax modem you may be susceptible. Ensure you disconnect all dial-up connections when not in use. For example: If you have a fax modem connected from to computer, disconnect it when not in use.
• Don't download a program from a Website or source you don't know or trust.
• Carefully read disclaimers, Terms and Conditions and warnings before downloading information.
• Subscribe to TELUS Call Gate™ to help prevent unauthorized users from dialing without your authorization.
• Supervise your children's Internet activities.
• Keep your anti-virus software current.
• Remove any network and dial-up connections on your computer that you are not familiar with.
• Check your phone bill to verify your long distance charges

TELUS tries to be as understanding and flexible as possible, but customers are ultimately responsible for the charges they incur. TELUS and other telephone carriers have contracts with telephone companies in other countries and must pay the long-distance charges for calls made by their customers

* Anti-Virus software is included with TELUS high speed Internet service. Dial-up customers can purchase Anti-Virus with Ad Block. This prevents pop-up ads from appearing thus reducing modem hijacking.