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mikebrown Posted:
Hello, I think
you should consult
it with the Expert
they can surely
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Hard Wiring - Installation
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On Jun 24, 2017 at 09:15:34

Haniltery Posted:
For wipe call
history also some
of the offline, in
gengral , it
usually apply to
...

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On May 09, 2017 at 06:14:26

diana87 Posted:
You have to use
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bypass
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and get free
access while
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On May 02, 2017 at 17:28:06

dconnor Posted:
What is the main
number on the
account? And
which one is the
virtual number?
...

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Topic:
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On Apr 27, 2017 at 18:52:02

Trafford Posted:
Seems like a
simple
question. We
rely exclusively
on a Vonage system
for our
...

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On Apr 27, 2017 at 10:42:50

diazou Posted:
Hello, It's
compatible with
Android your phone
software
? Thanks!
...

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On Mar 28, 2017 at 12:42:33

jeddaisg Posted:
Hi all We have
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our call quality
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On Feb 23, 2017 at 18:33:52

beast321 Posted:
I don't know if
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many more
Dreamcast games
are opened up
recently.
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On Feb 16, 2017 at 03:16:51

Av8rix Posted:
Sorry to start a
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old topic but when
I google “Vonage
MAC address
...

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On Jan 11, 2017 at 01:07:21

tplink Posted:
Im trying to add
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currently have
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On Dec 05, 2016 at 12:35:11


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scubasteve
Vonage Forum Associate
Vonage Forum Associate


Joined: May 25, 2005
Posts: 21

PostPosted: Fri Jun 17, 2005 7:34 am    Post subject: Is customer service crazy? Reply with quote Back to top

Or are they just extremely naive about security? Here's a snip of a response I received from customer support.
Quote:

Dear Customer,
Can you please provide your username and password to your web account
so that I can verify this. <snip>
Adam
Vonage Technical Support


Yeah..sure...I'll give you my password. In cleartext. Over the internet. Would you also like my credit card number and social security?
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jdr30
Vonage Forum Master
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Fri Jun 17, 2005 9:52 am    Post subject: Reply with quote Back to top

Rolling Eyes Rolling Eyes Rolling Eyes Rolling Eyes Rolling Eyes Rolling Eyes Rolling Eyes Rolling Eyes
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jdr30
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Fri Jun 17, 2005 9:57 am    Post subject: Reply with quote Back to top

I just read your ticket. You plan on bringing that up with a manager? Give me a break.

We wanted your password so that we can see if the problem with removing the network availability number happens here too. If we dont have access to your web account how can we troubleshoot.

Actually, when I used to work in tech support and we had issues like this it was the maneger who used to suggest getting the username and password to test it out. I would not waste your breath talking to a manager about this issue, however if you want to you can call 1-VONAGEHELP and ask for one.

Good luck.
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scubasteve
Vonage Forum Associate
Vonage Forum Associate


Joined: May 25, 2005
Posts: 21

PostPosted: Fri Jun 17, 2005 10:25 am    Post subject: Reply with quote Back to top

First off, the main issue in that ticket should not involve my network availability removal. That was added as an afterthought. I still have not received any response to the issue involving incoming calls. The support representative did ask me, however to let him know the number I was having trouble dialing... Rolling Eyes

Secondly, having troubleshooting access to my account would indeed be helpful - but it should certainly not involve divulging the customer's password.

Third, if my password was absolutely needed for the troubleshooting, wouldn't it make more sense to call me at the number I provided on the contact form? Since the Vonage login form is encrypted, I'm assuming someone there cares about transmission security.
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HMS
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Joined: Jun 17, 2005
Posts: 5
Location: Houston, Tx

PostPosted: Fri Jun 17, 2005 2:30 pm    Post subject: Reply with quote Back to top

no response??
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ASPWebSmith
Vonage Forum Associate
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Joined: Mar 12, 2004
Posts: 20
Location: Silver SPring, MD

PostPosted: Fri Jun 17, 2005 5:04 pm    Post subject: Reply with quote Back to top

Not to start a huge flame war, but I spent many years working technical support for several major ISPs and in that time I learned a few things I would like to share.

1. Having your password allows me to duplicate your experience so i can help identify and fix your problem, that is why you contacted me.

2. I always used to tell customers that if they where concerned about me having access to their account, they could change the password first then tell me what they cahnged it to. Once we where done troubleshooting, they could change it back.

3. I own the authentication database, if I want your password that badly, I can get it. Just give it to me so i can help you with your problem and we can all move on.

Nothign personal, I think people are right to be concerned about security and I would always advise taking the precautions outlined above, but don't call the help desk guys crazy or stupid for trying their best to fix your problem.
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paul248
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 25, 2004
Posts: 644
Location: Mountain View, CA

PostPosted: Fri Jun 17, 2005 7:14 pm    Post subject: Reply with quote Back to top

ASPWebSmith wrote:
3. I own the authentication database, if I want your password that badly, I can get it.

I would hope that isn't true. Any respectable password database would store a one-way hash of the passwords, rather than the passwords themselves. That way, if the database is compromised, determining a valid password still requires a brute-force search.
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scubasteve
Vonage Forum Associate
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Joined: May 25, 2005
Posts: 21

PostPosted: Fri Jun 17, 2005 7:32 pm    Post subject: Reply with quote Back to top

paul248 wrote:
ASPWebSmith wrote:
3. I own the authentication database, if I want your password that badly, I can get it.

I would hope that isn't true. Any respectable password database would store a one-way hash of the passwords, rather than the passwords themselves. That way, if the database is compromised, determining a valid password still requires a brute-force search.


I was about to add the same thing. In addition, any decently designed system should allow an administrator to change a users password temporarily to allow them to debug. After debugging, the original password would then be restored.

There is a reason why every financial institution in the world warns its users that "a representative will never ask for your account information." I would like to think that Vonage takes security as seriously, but apparently this is not the case.

Furthermore, given jdr30's response, it is obvious this is not the case of just one representative asking for a password - it is apparently department policy to ask users for their login credentials. As an application developer, this makes me cringe.

Finally (and off-topic), I would like to wholeheartedly thank Frank at Vonage support who was quite possibly the best tech support representative I have ever spoken with. Not only did he understand my FreeBSD network topology, he painstakingly helped me troubleshoot and pinpoint my problem all the while being extremely courteous and receptive to my thoughts.
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