Virgin Media asking for full password?

warehouse

Yesterday the remote control for our Virgin Media box broke , so I called virgin up to get a replacement and was put through to the call centre in India. As part of the process, the automated system asks you for 3 characters from your password, which I provided. I was put through to a chap with very good English.

The first thing he did was ask me for my full password. I refused, stating that I was happy to give any 3 characters from it, (as I had done on the phone system earlier), but there was no way I'd give the full one. He seemed to get really annoyed and asked my why I wouldn't provide it.

I told him that it was a security risk, as many people will use the same or very similar password for many things, that I had other people in the room with me, and that phone systems weren't particularly secure. He actually got quite aggressive at that point and we had a full on argument about it with voices being raised at both ends of the phone. I asked him why all my online banks only ask for 3 characters yet the virgin help desk required me to say out loud the full thing, and he said OK, let's do it like this...

So he asked me for the first 4 characters from the password which I reluctantly provided, he then asked me for the last 5 characters, (considering this is a 9 character password), so I told him to do one. More fighting at both ends of the phone, (it was unbelievable), until I told him to get me a supervisor NOW. Suddenly his demeanor changed and he became ultra helpful. I now have a new remote on it's way.

So I'd like to know if the good people on here think I was right or not, or if this is a normal thing for call centres to be doing, (considering the amount of nuisance calls reported on MSE after speaking to the sub continent call centres). I really want to report this to Virgin, but am not 100% sure I was in the right, (just 99.9%)!

[Deleted User]

I honestly don't know why you're worried. The password is to prevent anyone not authorised by you from making changes to your account but I can't see how the call centre operator could benefit from you confirming your password to him-he'll have been able to see it on the screen in front of him.
Only banks and other lenders rigidly protect passwords in the manner you describe, obviously to protect your account from being robbed.
What do you imagine the operator could do with your password, order you a pay per view movie perhaps?

[Deleted User]

Kurtis_Blue wrote: »

You should take calls privately if you feel the need rather then in a room with people you do not trust when you know you will be giving account and personal information.

The only scenario I can see where giving the full password might be unwise is if children were in the same room who might use it to view PPVs. I can't imagine anyone (even criminals) using a Virgin password to make changes to an account!

thor

Can I ask the op how much the replacement remote cost?

warehouse

thor wrote: »

Can I ask the op how much the replacement remote cost?

They didn't say there would be a charge for the remote, in fact the guy on the phone said he would get it to me as a priority because I wasn't particularly happy with what happened.

As for the other reply's on here, I appreciate the feedback.

In my defence, I feel that to give a full spoken password to anyone anywhere is simply bad practice. Why? Well how many of us use a completely different password for every single thing we require passwords for? I would suggest not many.

Perhaps I take my identity security too seriously, but I'd prefer to be over cautious than lax. You only need to do a simple search on MSE to find cases of minimum wage sub continent employees passing on details of people.

lukieboy96

thor wrote: »

Can I ask the op how much the replacement remote cost?

Replacement remote is free as i have had replacements.

warehouse

lukieboy96 wrote: »

Replacement remote is free as i have had replacements.

To be honest I'm just surprised that this one has lasted so long with the amount of times the kids manage to drop it.

mije1983

warehouse wrote: »

You only need to do a simple search on MSE to find cases of minimum wage sub continent employees passing on details of people.

But as stated above, the call centre operator probably would have been able to see your password on the screen in front of him (If he didn't know what it was, how could he ever confirm you were giving the correct password?). So if he was really intent on passing on your details he wouldn't need you to tell him your password, or any details at all.

To be honest, it does seem like you went a bit over the top.

warehouse wrote: »

Well how many of us use a completely different password for every single thing we require passwords for?

I don't for things like website logins that have no other details apart from email address, but for secure accounts (bank accounts, savings, credit cards etc) I have unique passwords.

[Deleted User]

warehouse wrote: »

how many of us use a completely different password for every single thing we require passwords for?

warehouse wrote: »

Perhaps I take my identity security too seriously, but I'd prefer to be over cautious than lax.

I think your two comments here contradict each other.
Are you really telling us that you use the same password for your TV provider as you do for your bank?

I think this is where you might choose to be a little bit more "overly cautious"

How did Virgin respond to your complaint?

Buzby

I was in this situation 2 years ago and was similarly surprised, and I said so. Unlike the Banks, where your same password can be requested every time for different functions, but you only disclose certain characters is reasonable.

For VM, you are only accessing the account and can't do much else than amend services that you receive - so, I do not believe it is an issue - simply that we've been conditioned by the banks to work their way.

PS: When phoning and clearing their automated security check, they only ask for 3 letters from your password!

ilnf

You called Virgin so there was no possibility of any potential scam. I'm with Sky and have a password which, if I call them, am happy to tell.