Can coms tell what phone number the call is being made on? I know adsl24 could, and maybe that is used for security. ie you have to ring on the number the account is on

Hi Gari

Apologies for the delay in responding to this query.
Just checked with Manuel and cant see anything of note in terms of the entire network dropping on 14th about tea time.
Not sure about problems locally on Friday I'd like to put it down to local conditions but the team do keep an eye on the network.
We are working on a service page within myaccount and for those with managed routers (TR69) some pro active tools regarding fault management/alerting. Hope to have these fully tested and operation in the next 6-8 weeks.

Thanks,
Basil.

Hi Paul,

Well i was at work at the time of the call, I was doing other things at the same time so cant remember the exact process of the call. Fairly sure I wasn't even asked my user name as she told me that too.... What should I have been asked?

The call would have been sometime between the two postings i made above. 12.30-13.00ish?

I was just surprised she could see the password there and then like that.


Feel free to PM me if you want to know anything.

Edited by Cruncher (Mon 17-Feb-14 17:53:20)

Paul - DanComs confirmed to me on PM that it was an issue with TTB that caused the drop at tea time. Are all coms users on TTB?

Edited by bobble_bob (Mon 17-Feb-14 17:57:17)

Its now almost 1 Month since I lost internet connection.

Although I now have a connection I'm still getting wild speed fluctuations and connection drops so I've just logged in to respond to, and update the ticket..... and the ticket has completely disappeared from my account (for the 2nd time).

I can't believe how bad the service has been thus far. There's no way I'd ever normally stick around with any company that has such poor service, I think its only because ADSL24's service was so great I keep convincing myself this is just a glitch and will soon get sorted....but its not looking good.

I've already offloaded all the shares I held in Coms (50,000), and its starting to look likely I'll have to move my broadband too.

What a shame.

Technical problems under such a large migration are inconvenient but if managed properly can be resolved quickly, but there's no excuse for the lack of any interest from customer support.

At 16:27:33? A tidy sum. Did you hold them before the takeover, as I'd never heard of them?

No problem Paul and fairdos I appreciate the humour

It happened only the once and a few on here commented that they had experienced the same, and as Bob has pointed out seems to have been a TTB issue.

The only other snag is the three day session drops, but Dan is already on the case with that one.


Cheers

In reply to a post by Cruncher:

The girl on the phone quite happily sat there and told my my user name and password. Is that not a security issue right there?
.

Unfortunately, there are many sites/companies that do this - possibly for simplicity. It's far easier if a user says they can't connect/login if a support agent confirms the password with them there and then to ensure the right password is being used. However, that's a bit of a lazy approach. Really passwords should be one-way encrypted with no ability to decrypt them. Also, it's entirely possible that it was the same with adsl24 too - but we just didn't know it.

Hopefully they're stored in an encrypted format at least, rather than plain text.

Whenever I click a 'forgotten password' link - I expect to get a new temporary password that must be changed at next login/24 hours. I do NOT expect to be emailed in plain text the existing password - but this happens a lot.

In reply to a post by RobertoS:

One told me mine was the most complex he had ever seen . I can't say it bothers me that it's in plain text.

But then what's the point in having a complex password if it's stored in plain text? Okay, it reduces the risk of being hacked, but it's far from ideal. To some degree it depends what controls are in place that restrict staff access to customer passwords.

All comes down to trusting staff tho like most companies. Whenever you buy something over the phone you give them your debit card details. You trust that they wont do anything naughty with them