You can’t really blame Swisscom for all this. It sounds like more like a series of unfortunate events. About the password reset, you wouldn’t want just anybody to be able to perform it, would you?
At certain age it’s difficult to deal with nuances of the world we live in. I’ve helped multiple times elderly family friends in similar situations. It was always messy, regardless of the provider.
Uhm, have you read the post?
The “series of unfortunate events” is:
For all of these three failures I can and will blame Swisscom. Unless you’re going to tell me that Swisscom is neiter responsible for
The question whether I would want that everybody can do the password reset is a distrcation as the hotline has successfully confirmed the identity and sent the 1-time-password that is supposed to enable the user to set a new password, which was prevented by technical failure. Trying to blame the age of the customer for that series of Swisscom failures is rather grotesque.
cslu Customer (senior) can no longer access his webmail, Swisscom login password incorrect. (He is sure it is correct …
Yes, I know that too. It doesn’t just happen with senior citizens 😉
cslu Conceptual failure (unable to reset the password even though the required second factor for the identity could be specified)
But you already know that you and your customer were never the “real” speak. “the contract holder”? This is actually only logical and correct, but it doesn’t work that way.
Apparently the support team had allowed themselves to be softened up. In our company, that would be close to the limit. There is not a single reason why 1st level support should allow third parties to change the password.
cslu Technical failure (unable to reset the password after successful identity confirmation via the hotline because the software is apparently broken)
Not good, but it can happen; it’s IT, so it’s nothing unusual for software not to work as expected. But the 1st level support can’t do much about it.
cslu Organisational failure (because 1st level support does not have the necessary access to solve the 1st level support tasks and the escalation paths do not work as they should)
Yes, they do work, just not from one day to the next, with 0 response time. It’s normal support behaviour, with escalation levels to the right places when you can’t get any further. And these are usually no longer call centre employees, but specialists with normal office working hours.
By the way, it’s faster… for business customers… but it costs….
In My Swisscom Partner (formerly PEX) you can very easily trigger password resets, simply search for the customer via customer search (if date of birth is correct and known, no problem) and then send an OTP under Profile -> Login. It may be necessary to verify the ID, but it is sufficient to enter the ID number, it is not a full ID check via the PEX
In very stubborn cases (don’t know how the situation above would have gone if you had done it via the PEX, it’s possible that you would have ended up with the same error) it’s usually much easier via the partner hotline, with the normal hotline it is not intended that “third parties” call, for data protection and security reasons the normal hotline actually always wants to correspond directly with the customer, that this would not have made sense in this case is clear, but that’s just the rule
If you have a company and can register as a Swisscom partner, this is the easiest option, it has already saved the day for some customers and saved a lot of time and nerves 🙂
Hello @cslu
When the system asks for an ID, it has never been stored in the system.
Swisscom is obliged to uniquely verify each person.
Unfortunately, this is not always the case with old contracts.
And support can only send the temporary password to a stored number or trigger it by letter; they cannot see the password.
Greetings Lorenz
You do realise that you and your customer have never been the “real” speak. “the contract holder”? That’s actually only logical and correct, but it doesn’t work that way.
Theoretically correct, but since we had the contract holder’s mobile phone and were therefore able to receive the SMS code, the question arises as to why an SMS code is sent and requested at all if it has no effect/no probative value in the process. It makes no sense to ask for authentication if the correct fulfilment of the authentication request then has no effect. Sounds like a haphazardly designed process.
Apparently the support team had allowed themselves to be softened up.
Not that much was necessary. At least we were able to call from the contract holder’s landline number and receive text messages on her mobile phone. Of course, you can argue that this is not enough, but that is not the problem here. The hotline has not questioned whether we are authorised.
There is not a single reason why 1st level support should authorise third parties to change the password.
Hypothetically, if you worked for a company where the proper password reset processes work, then that would be true. However, we are not talking about such a company here, but about Swisscom.
Not good, but it can happen; it’s IT, so it’s nothing unusual for software not to work as expected. But it’s not the fault of 1st level support.
Of course, it’s not the fault of 1st level support, other people at Swisscom are responsible.
And these are usually no longer call centre employees, but specialists with normal office working hours.
Well, 3 p.m. in the afternoon is still considered normal office working hours in most companies. It’s clear that someone won’t always be available immediately. But “in the next few days” is a bit harsh for a situation like this. At least there has been no callback for over 24 hours.
By the way, it’s faster… for business customers… but it costs….
As you know, private customers at Swisscom pay almost nothing, are you saying? 😉
I would say that the average Swisscom private customer pays a low four-digit amount more per year than the competition. In return, he promises himself the (alleged) premium service in the event of a problem. The price range almost implies an unspoken SLA 😉
If you have a company and can register as a Swisscom partner
Off the top of my head, I don’t know if we could reconcile a Swisscom partnership with our ethical principles 😉
And support can only send the temporary password to a stored number or trigger it by letter, they can’t see the password
Support doesn’t need to see the password. Sending it to the number on file is enough. We can then see it. We have it too. It’s just no use if you have to set a new one after entering the temporary password, but you can’t because the service is broken and, regardless of what you enter, you get a meaningless error message saying that the new password must not contain the user name as part of it.
cslu By the way, it’s faster… for business customers… but costs….
As you know, private customers pay almost nothing at Swisscom, are you saying? 😉
Ok, should have written “but costs even more…” 😉
cslu There is not a single reason why 1st level support should allow third parties to change the password.
If you were hypothetically working for a company where the proper password reset processes work, then that’s true. But we are not talking about such a company here, but about Swisscom.
Ok, I’m out. Your argument is too daft for me…
Hmm, but you seem to me to be so unlucky with the completely overpriced Swisscom, which offers no support and only messes up and all have no idea of what they are doing, quite strange.
Sorry, but what is it all about in the end? Customer has forgotten password for Swisscom access, as message appears Password is incorrect. If this message appears then it is 99% likely to be wrong, even if you could swear that it is correct. If this is not the case, this would be an absolutely unique case. This forum would be full if this were normal.
Maybe someone will get in touch in the next few days, otherwise you can always contact support again.
Making a big deal out of everything doesn’t help anyone and you know yourself that the community can’t help in this case anyway.
It is possible that someone will get back to you in the next few days, otherwise you can always contact support again.
The callback promised on Monday did not materialise until this Friday. We therefore contacted Swisscom again and were actually able to solve the problem this time, as the password change form (after entering a new one-time password) finally worked today.
Always making a big deal out of everything doesn’t help anyone and you know yourself that the community can’t help in this case anyway.
Of course. But now that the Swisscom fanboi circlejerk has even driven the good Tux0ne away, you’d be bored if there wasn’t a heretical reality check at least every year or two for you to work your way through 😉
when I have a case like this with a customer in the field, I always stay on the phone with support
I was there. The 1st level support decided that the problem was unsolvable and that we would have to wait for the “special department” to call us back. (Which wasn’t there after five days - I can’t wait there for five days 😉)
But it could also be the browser because of the password reset.
It is conceivable that it was a cache problem. Unfortunately, you couldn’t try it with a different browser or by clearing the cache, because the one-time password only works once, i.e. it no longer works in the alternative browser. And the hotliner was unable to send us a new one-time password on Monday, as this was not technically possible in the system. (However, today’s hotliner said that he didn’t know how this statement came about because he could easily send several one-time passwords one after the other. But we are all very familiar with the fact that the “later” hotliners have to explain to us that the “earlier” hotliners made nothing but false statements).
cslu Swisscom-Fanboi-Circlejerk
Hahahaha
But I’m glad you were able to solve your problem, as several people have already said, the hotline is not primarily designed for people who are not the customer themselves to call, even if that often makes much more sense, especially with non-technical customers
The thing about the callback that didn’t happen is of course unpleasant, if that is promised then it should happen. Unfortunately Swisscom doesn’t have direct numbers or anything like that (any more), I’ve had several cases where both the support team and I would have liked this, in complex matters where several contacts were necessary it was usually the case that I had contact with the supporter by e-mail and he then called me back on request (in the business sector, however, not private customers).
Very often we hear… you’re all Swisscom fanboys etc. That’s nothing new.
But these Swisscom fanboys work a lot here for the forum and help many users with their questions, worries and concerns… voluntarily, of course! Unfortunately, most people forget that. We don’t always like everything Swisscom does and we express this, whether in the public area or in the closed area of this forum, and that’s a good thing. I also say that the callback has not been made to date, that should not be the case, no question about it. Full stop!
The reactions to your request would certainly have been different if you had formulated your story differently. It’s not just the case in this thread, but in others as well… if there’s something wrong, you’re immediately shooting at sparrows with cannons and a tiny molehill is turned into a huge elephant and criticism is exaggerated enormously, some of which is no longer factual. Just look at the title of this thread… Hotline gaga! Even if it was supposed to be, as I mentioned… Another quick call and now the problem is solved, without any fuss. The customer should also be satisfied again, as he can now access his mails again.
