vodaphone staff tried to get my email passwords

darkrev

Still having problems with Vodaphone and as part of an ongoing saga I got a new sim which didn't have my email settings for my 4 accounts.
Phoned up to get the settings sent to me. I assistant asked for my phone IMEI number and my phone PIN ( they don't usually) then informed me that they would need the passwords to all my email accounts to set them up again. I refused and eventually I got another person who directed me to a vodaphone site where you can do it yourself.
This person refused to take my complaint over the previous person. So as I was still concerned I contacted the person who is dealing with my phones ongoing problems by email,who contacted me through my MSE forum complaint. They also ignored 2 emails on this issue and only responded to my sim issues. despite my request as to who to direct my concerns to. So I have now had to put pen to paper. The person who asked for my passwords was in an out of UK call center and decided to ask me about the weather here, to distract me regarding my concern over their password request. I'm shocked.

zppp

So you called them and refused to give your security password? :huh:

darkrev

Sorry, I refused to give the passwords that accessed my personal email accounts

Techhead_2

You can setup email accounts yourself.

But if you want your service provider to send you the settings then you need to tell them the details of the account (because they are part of the settings)

VictimOfImpersonation

That's dangerously incorrect, Techhead.

The password does not have to be included in the settings Vodafone support apply, and for blatantly obvious reasons.

flexrider

darkrev wrote: »

Still having problems with Vodaphone and as part of an ongoing saga I got a new sim which didn't have my email settings for my 4 accounts.
Phoned up to get the settings sent to me. I assistant asked for my phone IMEI number and my phone PIN ( they don't usually) then informed me that they would need the passwords to all my email accounts to set them up again. I refused and eventually I got another person who directed me to a vodaphone site where you can do it yourself.

I have a pin set up it quite normal im on 30 day rolling contract but i have never been asked for a password just 2 Digits of my pin and My name/DOB for example....Not sure on why you are asked that but i am always on to vodafone now checking balances and what not by 191 option and they never have asked me this details and the site you mention is www.vodafone.co.uk/welcome as stated on your contract airtime agreement it is secure shows all your plan and infomation and bills up to date(EXcluding other networks for 3 days for network coverage updates to your bill)

This person refused to take my complaint over the previous person. So as I was still concerned I contacted the person who is dealing with my phones ongoing problems by email,who contacted me through my MSE forum complaint. They also ignored 2 emails on this issue and only responded to my sim issues.

Best to have asked for a manager or a SLA manager and explain the operator will not help u!! Make notes of who you spoke to what call centre(Warrington for example) in case they hang up!! only been me self on vodafone for 4 weeks me self was on orange before that and had simalar disputes to the op poster whiich has lead to me contract being finished and unhappy about anyway Make sure you speak to a manager because the policy from what i gather is that the customer service is number one and all contact between you must be number one at all times!! gotta get it right first time every time approch,

if they dont put you through make note of the name whom it is what dept, and based and try again with the polite approch with somoene else or say somehting like i was speaking to a manager before and i was cut off....can you try connecting me please 9/10 always works!! seems the person you spoke about before is ***** himself thinking he/she is in trouble i bet.

despite my request as to who to direct my concerns to. So I have now had to put pen to paper. The person who asked for my passwords was in an out of UK call center and decided to ask me about the weather here, to distract me regarding my concern over their password request. I'm shocked.

If you have any difficulty try ofcom.gov.uk the mobile watchdog about the service...However you have to send a copy and give notice ofcom is involved also. I cant understand the password because i never had one on my account yet have a pin which i know form working for voda in warrington(Birchwood call centre) back in 2002 is a protection system in place to your account which no user can access without your consent...if you beleive your account has been accessed wrongly you can ask for login infomation on data on your account under the freedom of infomation act which shows everything when you have called?

Hope that helps you

darkrev

Thank you for your reply, I am normally asked for the same information that you highlighted. The passwords was not for my Vodaphone account but for my yahoo, hotmail, blackberry, vodaphone email and rocket mail accounts she asked for as she could see on screen all th eaccounts that were pushed to my phone.This is why I am so concerned. As you highlighted Yes i'm sure they knew they were in trouble ans the fact that both the next operator and the person whom I have been liaising with for other problems by email from Vodaphone both not only refused to comment but ignored my request to report this issue ( I have this on an office Vodaphone email that they twice did not reply to my request) really bothers me that a company that is meant to hold all my information secure was not interested in having a breach reported> I think that scared me even more> I have sent a letter in writing so I will give them a change to reply < as I think it is only fair, but I agree Ofcom is an option> But I would be Dependant on Vodafone to provide a copy of the conversation, so thats the down side. Thank you for your suggestions

flexrider

darkrev wrote: »

Thank you for your reply,


:beer:No probs mate!


I am normally asked for the same information that you highlighted. The passwords was not for my Vodaphone account but for my yahoo, hotmail, blackberry, vodaphone email and rocket mail accounts she asked for as she could see on screen all th eaccounts that were pushed to my phone.

Now i see why....blackberry phones....unless your Blackberry dont have a pop setup function like most phones have which you can do your self for example [EMAIL="pop.richardbranson&#64;virginmedia.com"]pop.richardbranson@virginmedia.com[/EMAIL] then your phone is a network dependent model like most blackberrys are you have to set up the plan or tarrif (Like Iphones) by network operator.... but i dont think they should asked for passwords like you suggested,other way round it is https://bis.eu.blackberry.com/html?brand=vodauk for self service for email setup.I presume that what ut initialy about before the dispute started,as well as other problems...hmm? care to discuss love to help you out if you want? but you should never give out 3rd party email passwords and that is a breach only thing i can see that for is setup for blackberry email on phones (why they asked but i presumed whoever you spoke to is lacking in training on what is needed for security) since its the bb service but even so the site i proivided above you can do that all your self in confidence and peace of mind.

This is why I am so concerned. As you highlighted Yes i'm sure they knew they were in trouble ans the fact that both the next operator and the person whom I have been liaising with for other problems by email from Vodaphone both not only refused to comment but ignored my request to report this issue ( I have this on an office Vodaphone email that they twice did not reply to my request)

really bothers me that a company that is meant to hold all my information secure was not interested in having a breach reported> I think that scared me even more> I have sent a letter in writing so I will give them a change to reply

All networks are required to provide what has been edited or stated on a account by law when requested, Rules of ofcom was also teached this by vodafone and O2mm in training in the roles i have worked back when i worked in the telecoms customer services back then,

All infomation has to be kept secure also under the data confidentilty act also,

< as I think it is only fair, but I agree Ofcom is an option> But I would be Dependant on Vodafone to provide a copy of the conversation, so thats the down side. Thank you for your suggestions

They have to work it out with you before ofcom will get involved if nothing is sorted out then it time to contact ofcom with a letter think its a 12 week period to reslove any complaints. but always make notes of who you spoken too and what dept ect, ask them to note the calls also,

hope that helps

Techhead_2

VictimOfImpersonation wrote: »

That's dangerously incorrect, Techhead.

The password does not have to be included in the settings Vodafone support apply, and for blatantly obvious reasons.

Not incorrect at all. If you want your provider to send email settings then they need to know the server username and password.

Apart from your unnecessarily brusque manner, the issue here is that you are actually talking about something completely different ie. Blackberry service books etc. No wonder you've had so many problems.

Techhead_2

flexrider wrote: »

They have to work it out with you before ofcom will get involved if nothing is sorted out then it time to contact ofcom with a letter think its a 12 week period to reslove any complaints. but always make notes of who you spoken too and what dept ect, ask them to note the calls also,

hope that helps

Ofcom won't help, they don't investigate individual complaints. If someone has followed the complaints procedure and has received a Deadlock letter or more than 8 weeks have passed then the complainant can use an alternative dispute resolution service offered by the ombudsman. For Vodafone this is Otelo. More information on the ombudsman site. The ombudsman's decision is non-binding on the. complainant but binding on the telecoms company.

However, if someone feels there is a data protection issue then it would be better to contact the Office of the Information Commissioner.

Esqui

Just asked the other half, who works for Tesco Mobile, and he says:
"It's not neccessary to give the email password, but it makes it a lot easier because we can set the email account up automatically by sending out the settings. There's no need to keep the password after that, and it's not saved or written down. If a customer doesn't want to give out their email password, that's fine, but we'd have to go through a slightly longer manual set-up process over the phone"

Oh, and he also says that whether you can send out the settings automatically depends on the handset.