Should I give them my Vonage password ?

Posts: 77

English translation follows.

Pour la deuxième fois en quelques mois, un représentant Vonage m'a demandé mon mot de passe pour accéder à mon tableau de bord (dashboard) alors que j'appelais le 1-877-272-0528 pour soumettre un problème. Les deux fois, on m'a dit qu'il était essentiel qu'ils aient accès au tableau de bord et que c'est pour cette raison qu'ils avaient besoin de mon mot de passe.

Je trouve cette pratique inacceptable. Je la considère comme une atteinte sérieuse à la sécurité. Je devrais être la seule personne à connaître mon mot de passe. Personne d'autre. Et si je refuse de donner mon mot de passe au service à la clientèle, qu'arrive-t-il? Vont-ils refuser de régler mon problème technique? Un cercle vicieux?

Last time I called Vonage customer care at 1-877-272-0528 to submit a problem I have with my Vonage phone line, the rep. asked me for my login password in order to access my "dashboard". It's the second time a Vonage rep ask for my password.

I really don't agree with that practice. A password is secret by definition. But it seems I have no choice. I must give them my password if I want my problem to be solved. And what about security? I should be the only one who knows my password. It's a basic security principle.

What if I don't give my password to customer care. Will my technical problem be solved or not? Is that what you call in english a "catch 22"?

Posts: 11 · Vonage Forum Associate Joined: Aug 28, 2005 Posts: 11

You are not obligated to give your password to the reps. They will help you regardless you give them the password or not, but it will take longer to resolve the issue.

Most of the time some of the issues can be resolved by login to the Web Account. Therefore, having the password helps them to resolve the issue faster without getting Engineering involve.

Posts: 15 · Vonage Representative Joined: Oct 04, 2005 Posts: 15

As Representatives we do not have rights to login to customer's account without permission. In order for us to see what's going on in your account we must ask you persmission to login and navigate the account together. You can change the password right away once the issue has been resolved.
oscar