Apple SIM hell: How Sprint Mobile sent my iPad into a customer service nightmare
Apple several years back introduced something great for the iPad called the “Apple SIM,” which lets you pick a wireless provider from a menu in the Settings app of the iPad, without ever having to call the phone company or visit a store for activation.
That means it’s a real breeze to set up a new iPad. But when it goes bad, like when you reformat an iPad, the dream becomes a nightmare.
Last week, I re-formatted a recently purchased Apple iPad Pro, the 11-inch model, to free up space on the device. (Memo to self: I always end up needing more storage than is in the base configuration, no matter how much I store things in the cloud.)
I thought I would be back up and running in no time with my existing cellular plan, a “Sprint Mobile Broadband Pass” that I picked out on the iPad. When you reset the iPad, by choosing, “Erase All Content and Settings,” a little menu pops up asking if you’d like to preserve the cellular plan you’ve bought, which is what I chose.
Once the iPad was erased and came to life again, the Sprint connection was, indeed, still there, listed in the Cellular Data portion of Settings. Then I got a queasy feeling in my stomach: There was no service. The data connection wouldn’t connect to anything. A message would pop up in Safari telling me I was not subscribed to any data plans, despite the Sprint plan being listed as “active” in the Cellular Data section.
Also: WWDC 2019: What I want Apple to add to iOS 13 and the iPad Pro
I tried the usual methods: shutting off the iPad and turning it back on; installing a “carrier firmware update” that suddenly appeared; toggling off and on the airplane mode switch; and also something in Settings that lets you “reprovision account.” None of that did anything.
Having dealt with telephone companies for many years, I chose the coward’s option and went first to the Apple Store on Fifth Avenue in New York. The store rep again erased the iPad, while preserving the cellular subscription. No good, no change. My Sprint subscription still stared at me from the Cellular Data section, still doing nothing. The rep informed me this “often happens with Sprint,” meaning that Sprint seems to “lock” the SIM, and it has to be unlocked. At that point, they advised me to call Sprint.
Amidst the pounding beats of an Apple Store packed with people on Memorial Day at 10 pm, I tried to make my case to a rep on the main Sprint customer support line, a number which the Apple Store rep had given me. The Sprint rep finally decided I should call a different number and speak with Virgin Mobile, a Sprint division that tends to sell budget phone plans. But people at Virgin Mobile told me my problem was a Sprint pre-paid problem, and passed me off to Sprint’s pre-paid department. That process repeated itself, as my call was cut off and I had to start again.
After a twenty-minute conversation with Sprint pre-paid, in which they couldn’t find out anything in their system about my device, they booked an appointment for me the next morning at a Sprint retail store to get technical support.
At the Sprint store, reps were baffled. They had never heard of anything called “Sprint Mobile Broadband Pass.” They professed to be unaware one could simply order up cellular service from the iPad’s Settings menu. (I felt like the late Steve Jobs, showing them something magical on the device.)
Also: Last iPad unveiled by Steve Jobs now consigned to Apple’s ‘obsolete’ list
They asked me for a user account number, but there’s no account number with Sprint Mobile Broadband Pass. While chatting with the reps, trying to find a way to help them do their jobs, I looked back at the invoice I had been sent from Sprint in email. It showed there was a specific phone number for support for Sprint Mobile Broadband Pass. At this point, I thought to myself, What a dummy! I should have started here.
I called the number and proceeded to spend almost an hour on the phone with someone. They seemed to finally know what I was talking about — they at least did not ask me what Sprint Mobile Broadband Pass was. But they were having a hard time figuring out just what the problem was.
At some point, after several periods of being asked to wait on hold, I looked down at the iPad and saw the Sprint plan listed in Settings had changed from “active” to “expired” before my very eyes. Some switch had been thrown, back in the network, and changed things. The rep was prepared to initiate a new Sprint Mobile Broadband Pass on the device, but I instead asked for my money back. The rep informed me that I would be getting a refund of the unused portion of the Broadband Pass in seven to 14 business days. When I asked for a confirmation, the rep, sounding a little shaky, I thought, muttered something about how I would receive an email informing me of my refund. I’ve seen no such email.
I reached out to Sprint, explaining the situation, and aside from an initial, customary reply, I’ve heard nothing back. I also reached out to Apple’s media relations, and aside from an initial, customary reply, I’ve heard nothing back.
So what are the lessons here? One lesson is that Sprint, like many telecom operators, is selling too many products and no one at the company really knows what’s going on. It shouldn’t be the case that store reps have never, ever heard of Sprint Mobile Broadband Pass, or that I should have to explain that one can activate cellular plans straight from an iPad. The same goes for people on the telephone support lines at Sprint. I won’t be using Sprint anymore on the iPad.
But it was never going to be appealing for any carrier to put a lot of effort into supporting Apple SIM. The Apple SIM removes some of the control carriers can have over the customer, and so carriers are naturally dis-incentivized to support it. It’s really up to Apple to corral all these carriers and make sure they support the product. It makes one wonder if Apple spends any time at all talking to the phone companies to coordinate any of this, aside from the basic technical work of making sure the programming interfaces connect.
The lesson for the rest of us is that some degree of frustration is highly likely over the course of using cellular on the iPad. I’ve seen similar problems with used iPads that once had cellular plan, where the plan has lapsed. Trying to resuscitate a lapsed plan on an iPad can be impossible, and trying to add a new plan with a different carrier may lead to having to go to the carrier store, thus defeating the whole point of Apple SIM.
So, plan on having to deal with headaches if you hold onto an iPad for some amount of time and if you try erasing it or eventually switching carriers. As far as carriers, I’ve found the plans are all fairly expensive — $80 for twelve gigabytes is a good example — and each of the carriers here in the states, AT&T, Verizon, Sprint, T-Mobile US, and two smaller resellers, AlwaysOnline and Gigsky, can all be good or bad, it just seems to depend on the luck of the draw in any given month, or week.
Most of all, take a deep breath, walk around the block, and try not to let your blood pressure get too high when you’re dumped into a telecom nightmare.
Cymulate snaps up $70M to help cybersecurity teams stress test their networks with attack simulations – TechCrunch
The cost of cybercrime has been growing at an alarming rate of 15% per year, projected to reach $10.5 trillion by 2025. To cope with the challenges that this poses, organizations are turning to a growing range of AI-powered tools to supplement their existing security software and the work of their security teams. Today, a startup called Cymulate — which has built a platform to help those teams automatically and continuously stress test their networks against potential attacks with simulations, and provide guidance on how to improve their systems to ward off real attacks — is announcing a significant round of growth funding after seeing strong demand for its tools.
The startup — founded in Tel Aviv, with a second base in New York — has raised $70 million, a Series D that it will be using to continue expanding globally and investing in expanding its technology (both organically and potentially through acquisitions).
Today, Cymulate’s platform covers both on-premise and cloud networks, providing breach and attack simulations for endpoints, email and web gateways and more; automated “red teaming”; and a “purple teaming” facility to create and launch different security breach scenarios for organizations that lack the resources to dedicate people to a live red team — in all, a “holistic” solution for companies looking to make sure they are getting the most out of the network security architecture that they already have in place, in the worlds of Eyal Wachsman, Cymulate’s CEO.
“We are providing our customers with a different approach for how to do cybersecurity and get insights [on] all the products already implemented in a network,” he said in an interview. The resulting platform has found particular traction in the current market climate. Although companies continue to invest in their security architecture, security teams are also feeling the market squeeze, which is impacting IT budgets, and sometimes headcount in an industry that was already facing a shortage of expertise. (Cymulate cites figures from the U.S. National Institute of Standards and Technology that estimate a shortfall of 2.72 million security professionals in the workforce globally.)
The idea with Cymulate is that it’s built something that helps organizations get the most out of what they already have. “And at the end, we provide our customers the ability to prioritize where they need to invest, in terms of closing gaps in their environment,” Wachsman said.
The round is being led by One Peak, with Susquehanna Growth Equity (SGE), Vertex Ventures Israel, Vertex Growth and strategic backer Dell Technologies Capital also participating. (All five also backed Cymulate in its $45 million Series C last year.) Relatively speaking, this is a big round for Cymulate, doubling its total raised to $141 million, and while the startup is not disclosing its valuation, I understand from sources that it is around the $500 million mark.
Wachsman noted that the funding is coming on the heels of a big year for the startup (the irony being that the constantly escalating issue of cybersecurity and growing threat landscape spells good news for companies built to combat that). Revenues have doubled, although it’s not disclosing any numbers today, and the company is now at over 200 employees and works with some 500 paying customers across the enterprise and mid-market, including NTT, Telit, and Euronext, up from 300 customers a year ago.
Wachsman, who co-founded the company with Avihai Ben-Yossef and Eyal Gruner, said he first thought of the idea of building a platform to continuously test an organization’s threat posture in 2016, after years of working in cybersecurity consulting for other companies. He found that no matter how much effort his customers and outside consultants put into architecting security solutions annually or semi-annually, those gains were potentially lost each time a malicious hacker made an unexpected move.
“If the bad guys decided to penetrate the organization, they could, so we needed to find a different approach,” he said. He looked to AI and machine learning for the solution, a complement to everything already in the organization, to build “a machine that allows you to test your security controls and security posture, continuously and on demand, and to get the results immediately… one step before the hackers.”
Last year, Wachsman described Cymulate’s approach to me as “the largest cybersecurity consulting firm without consultants,” but in reality the company does have its own large in-house team of cybersecurity researchers, white-hat hackers who are trying to find new holes — new bugs, zero days and other vulnerabilities — to develop the intelligence that powers Cymulate’s platform.
These insights are then combined with other assets, for example the MITRE ATT&CK framework, a knowledge base of threats, tactics and techniques used by a number of other cybersecurity services, including others building continuous validation services that compete with Cymulate. (Competitors include the likes of FireEye, Palo Alto Networks, Randori, AttackIQ and many more.)
Cymulate’s work comes in the form of network maps that detail a company’s threat profile, with technical recommendations for remediation and mitigations, as well as an executive summary that can be presented to financial teams and management who might be auditing security spend. It also has built tools for running security checks when integrating any services or IT with third parties, for instance in the event of an M&A process or when working in a supply chain.
Today the company focuses on network security, which is big enough in itself but also leaves the door open for Cymulate to acquire companies in other areas like application security — or to build that for itself. “This is something on our roadmap,” said Wachsman.
If potential M&A leads to more fundraising for Cymulate, it helps that the startup is in one of the handful of categories that are going to continue to see a lot of attention from investors.
“Cybersecurity is clearly an area that we think will benefit from the current macroeconomic environment, versus maybe some of the more capital-intensive businesses like consumer internet or food delivery,” said David Klein, a managing partner at One Peak. Within that, he added, “The best companies [are those] that are mission critical for their customers… Those will continue to attract very good multiples.”
Open-source password manager Bitwarden raises $100M – TechCrunch
Bitwarden, an open-source password manager for enterprises and consumers, has raised $100 million in a round of funding led by PSG, with participation form Battery Ventures.
Founded initially back in 2015, Santa Barbara, California-based Bitwarden operates in a space that includes well-known incumbents including 1Password, which recently hit a $6.8 billion valuation off the back of a $620 million fundraise, and Lastpass, which was recently spun out as an independent company again two years after landing in the hands of private equity firms.
In a nutshell, Bitwarden and its ilk make it easier for people to generate secure passwords automatically, and store all their unique passwords and sensitive information such as credit card data in a secure digital vault, saving them from reusing the same insecure password across all their online accounts.
Bitwarden’s big differentiator, of course, lies in the fact that it’s built atop an open-source codebase, which for super security-conscious individuals and businesses is a good thing — they can fully inspect the inner-workings of the platform. Moreover, people can contribute back to the codebase and expedite development of new features.
On top of a basic free service, Bitwarden ships a bunch of paid-for premium features and services, including advanced enterprise features like single sign-on (SSO) integrations and identity management.
It’s worth noting that today’s “minority growth investment” represents Bitwarden’s first substantial external funding in its seven year history, though we’re told that it did raise a small undisclosed series A round back in 2019. Its latest cash injection is indicative of how the world has changed in the intervening years. The rise of remote work, with people increasingly meshing personal and work accounts on the same devices, means the same password is used across different services. And such poor password and credential hygiene puts businesses at great risk.
Additionally, growing competition and investments in the management space means that Bitwarden can’t rest on its laurels — it needs to expand, and that is what its funds will be used for. Indeed, Bitwarden has confirmed plans to extend its offering into several aligned security and privacy verticals, including secrets management — something that 1Password expanded into last year via its SecretHub acquisition.
“The timing of the investment is ideal, as we expand into opportunities in developer secrets, passwordless technologies, and authentication,” Bitwarden CEO Michael Crandell noted in a press release. “Most importantly, we aim to continue to serve all Bitwarden users for the long haul.”
downgrade the ‘middle-men’ resellers – TechCrunch
As well as the traditional carbon offset resellers and exchanges such as Climate Partner or Climate Impact X the tech space has also produced a few, including Patch (US-based, raised $26.5M) and Lune (UK-based, raised $4M).
Now, Ceezer, a B2B marketplace for carbon credits, has closed a €4.2M round, led by Carbon Removal Partners with participation of impact-VC Norrsken VC and with existing investor Picus Capital.
Ceezer ’s pitch is that companies have to deal with a lot of complexity when considering how they address carbon removal and reduction associated with their businesses. Whie they can buy offsetting credits, the market remains pretty ‘wild-west’, and has multiple competing standards running in parallel. For instance, the price range of $5 to $500 per ton is clearly all over the place, and sometimes carbon offset resellers make buyers pay high prices for low-quality carbon credits, pulling in extra revenues from a very opaque market.
The startup’s offering is for corporates to integrate both carbon removal and avoidance credits in one package. It does this by mining the offsetting market for lots of data points, enabling carbon offset sellers to reach buyers without having to use these middle-men resellers.
The startup claims that sellers no longer waste time and money on bespoke contracts with corporates but instead use Ceezer’s legal framework for all transactions. Simultaneously, buyers can access credits at a primary market level, maximizing the effect of the dollars they spend on carbon offsets.
Ceezer says it now has over 50 corporate customers and has 200,000 tons of carbon credits to sell across a variety of categories. and will use the funds to expand its impact and sourcing team, the idea being to make carbon removal technologies more accessible to corporate buyers, plus widen the product offering for credit sellers and buyers.
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