I recently switched my broadband / cable provider from Comcast to Astound. In general I’ve been happy, but there have been a few hiccups. By far, the most confounding and amusing one is the website registration process.
As a new customer to Astound, if you want to access their “web self care” site, you need to create a new account. Sounds reasonable so far, right? But take a look at the image below. Have you ever seen a registration form with three password fields? I haven’t. Now, look closer. Notice that one of the fields is called “Registration Password”? What the heck is that??
After some trial and error, I determined I’d need to call customer support — which, by the way, was exactly what I was trying to avoid in the fist place!
My call to support went something like this…
Me: I’m trying to register for “web self care” but it says I need a registration password?
Astound: I’m sorry about that. I can help you. Please verify your name and address.
M: < verifying my name and address >
A: Okay, I’m going to hang up now and call you back on the phone number you gave us when you signed up for service. Then I’ll give you the registration password.
** I shit you not. **
M: Oh… kayyyy… < click >
Phone: RING!!
M: Hello?
A: Hello, Mr. Villamor. Here is your registration password: a s t o u n d, all lower case.
** I shit you not. **
M: Thank you. Can ask you a question?
A: Sure.
M: Why on earth do you have a registration password? I’ve never seen anything like this in my life.
A: We do this for your security so that an unauthorized person cannot access your billing information.
** I shit you not. **
M: That makes no sense. If I haven’t registered yet, there’s nothing to protect. Not to mention, I don’t care if someone knows I owe you $96.67. What’s the worst they can do, pay my bill? And by the way, not even banks have registration passwords. Might I recommend that you stop wasting people’s time with this?
A: It’s for your security. Can I help you with anything else?
M: Yes. Can you tell me if I am a character in a Kafka novel?
I just tried doing the same thing 5 min ago and got to the “registration password” issue. Googled it after I wasn’t smart enough to figure it out. Now I need to wait until business hours to figure this bullshit out? Fantastic. Off to a great start here.
Also, when I click the FAQ link, it pulls up a pop-up of their homepage.