Re: [TWC] linksys router - dslreports.com

Author	All Replies
Mele20 Premium join:2001-06-05 Hilo, HI	reply to hobgoblin Re: [TWC] linksys router said by hobgoblin : If the modem keeps a connection and YOUR router refuses to renew its IP address then yes you probably need to keep rebooting your equipment. "Plus, since they now require that you give out your Social Security number just to ask them ANY sort of question, I am not inclined to call which is probably why they are doing This protects the agents. Tier 1 has access to all of your billing information. So the conversation goes like this. Hi agent its Mele20, how are you doing? Good Mele20 what can I do for you. Please allow me to carry out my security check. Its ok agent I just need to know the opening hours for the office in Hilo Agent looks at opening hours and there is an exchange of this information and some banter between customer and agent regarding weather, Michael Jacksons death and whatever. Agent, thanks for your help, before I go can you tell me whether I paid my bill last month? At this point the agent is now going to tell the person on the phone something that is related to their account. A very clever person at that point can get information that maybe can compromise a customer and if the novice agent falls into the trap then that makes the company liable. You would be the first person in line to post a huge tirade if your information was compromised ( I am saying this based on your frequent posts regarding security), unfortunately there are many people who do this kind of stuff. You should be embarrassing the fact that your ISP is protecting your information by ensuring there is a security check up front. Hob The modem tripping off line has nothing to do with my router. I can do a direct connection and it still happens usually between 2-3PM weekdays and between 7-10PM at night. The router is set to renew the IP address once every 7 days not every 24 hours. Sometimes 4-5 days will go by and it doesn't trip off even one time. Then it may trip off several times in one day and then once a day for several more days and then stop for a few days. Considering the modem stats are fine that is the sort thing that is not going to be easy to see what is causing it. I also noticed that it usually trips off line when I am not on the computer so I can almost guarantee that on the days I go into town and come back in the evening that the connection will be down but if I am here and using the computer usually it doesn't happen. I have no objection to a security check by Oceanic when I call. My STRONG objection is to the lazy use of the SS number for identification purposes. That INVITES identity theft. I guess TW figures that no one could ever prove that a user's identity was stolen in this fashion so they don't care...their butt is covered as you pointed out from the user suing them because an inexperienced CSR got tricked into giving out account information and they don't care if using the SS number leads to other big problems for the user. The obvious and sensible thing would be for the CSR to ask me for my password that I use to login to my RR account. I would find that perfectly acceptable and probably a good idea as a protection. It is NOT a protection to ask me for my SS number. I think I will write Oceanic a snail mail letter and ask because I can't call them now. When I need them to come out here, I'm going to have to drive into town to the office and explain the problem in person. In a similar situation, I had a big fight last year with an idiot at a new doctor's office who insisted on my actually bringing her my Medicare card (which has the SS number). I gave her my main health insurance card which covers everything but she insisted she had to see the Medicare card. I asked what information she needed from it and she said the start date. I told her and she said that was not sufficient. She had to see the card because I could be lying or be confused about the start date. I told her that since I have been under SS Disability for many years that her concern that I might be a new Medicare coverage person was absurd. I explained that I would not bring it because I could have my purse stolen, be in an accident while carrying it, etc. and I would not take that risk. I suggested she call the local SS office and ask for the date if she thought I was lying/confused for all these years that I have had Medicare coverage because of disability. She said that if my identity was stolen (because someone got the card due to accident, etc while it was in my purse) that would be my problem. I said no, it would be my problem AND Dr.xxx's problem because I would sue him for subjecting me to UNNECESSARY RISK of Identity theft. She wouldn't call the SS office, she just got furious so he lost a patient. Since then, my friend went there and same thing happened and he lost another patient. Oceanic has no need whatsoever for my SS number in the first place. Oceanic is not a financial institution and that is really the only place the SS number should be needed. I refuse to supply it to doctor's offices (even when they don't ask for the card itself) as they don't need it. What would happen if I called Oceanic and asked for office hours and said I didn't have RR but wanted to go talk to someone at the office about it? What happens if you don't input your phone number when asked when you call? What if I called from someone else's phone? Does Oceanic and TW CSRs now refuse to speak to a potential customer unless they give out their SS number? What if a relative in my household made the call and they do not know my SS number? Do they get hung up on asking for office hours? Either train the CSRs better or do the supremely sensible thing and ask for the user's login password or ask the user for a secret code that is set up or have the BILLING DEPARTMENT SEPARATE from ordinary customer service. What dodo thought to mix Billing with simple customer service? That is really stupid but then we all know TW is not an on the ball cable company. Why is there a separate billing department to call if billing is tier 1? I can't talk to my phone company about a bill without supplying the secret code. Bank is the same way. But the secret code is NOT my SS number! Using the SS number is a LAZY AND INSECURE way of TW trying to save its ass but it will come back to bite them hard. Just set a secret code or use the login password as the secret code. -- "The same ferocity that our founders devoted to protect the freedom and independence of the press is now appropriate for our defense of the freedom of the internet. The stakes are the same: the survival of our Republic". Al Gore, The Assault on Reason
Mele20 Premium join:2001-06-05 Hilo, HI	to forum · permalink · · 2009-07-02 00:44:20 ·
NSA_CIA @charter.com	said by Mele20 : What dodo thought to mix Billing with simple customer service? That is really stupid but then we all know TW is not an on the ball cable company. Why is there a separate billing department to call if billing is tier 1? Tier 1 has access to billing but it is not the billing department. Tier 1 has access to billing because alot of simple issues need access to the billing functions of your account for such things as making payments, informing customers of charges, changing services on accounts, etc. Billing issues can get very complicated though, beyond what Tier 1 can fix or understand, so there is a separate support group that just specializes in account billing that doesn't do basic account support like Tier 1. BTW, does TWC ask for your FULL SS or just the last 4? Have you ever asked them if another number could be used in place of your SS? Many companies ask for SS or last 4 by default, but you can use a different number on request. You'd also probably have a fit to know the last 4 of my SS is also the last 4 of my cell number... and I purposely choose that....
NSA_CIA @charter.com	to forum · permalink · 2009-07-02 04:49:29 ·
Vchat20 Landing is the REAL challenge join:2003-09-16 Warren, OH clubs:	Yes. I have to agree with NSA_CIA here when it comes to the SS# issue. I have only ever been asked the last 4 and it is only to confirm it matches what is on the account after you give them your billing phone number so that you have authorization to make account changes with them. Even on their billing system they are only shown the last 4 digits so there's not anything malicious they can do security-wise with just that. -- I swear, some people should have pace-makers installed to free up the resources. Breathing and heart beat taxes their whole system, all of their brain cells wasted on life support.-two bit brains, and the second bit is wasted on parity! ~head_spaz
	to forum · permalink · · 2009-07-02 05:20:27 ·
hobgoblin Sortof Agoblin Premium join:2001-11-25 Orchard Park, NY clubs:	reply to Mele20 "use the login password " Employees can not see customers passwords for security purposes. It is entirely possible to set up a secret pin number. "Does Oceanic and TW CSRs now refuse to speak to a potential customer unless they give out their SS number? " No "What dodo thought to mix Billing with simple customer service? " In many cases they are one and the same. Billing issues impact service. Hob -- "A foolish consistency is the hobgoblin of little minds." - Ralph Waldo Emerson
	to forum · permalink · · 2009-07-02 06:38:40 ·


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