The letter I just wrote. It will not get read or answered, like all the other letters I have written:
This is the second message I am writing in two weeks, and the third total. None of my messages have been answered, and for this reason, among many others, I will be canceling my RCN service within a month.
I have finally been able to log into my account to pay my bills. This is the end of a process that has taken many months. At first, I wasn't able to get the new security PIN numbers, despite repeatedly calling the number suggested (which was only open during work hours, when I work, so I could never reach a person), and sending messages through this form which were never answered.
I finally took a chance and called the Tech number, even though this was not suggested anywhere on the page telling me about the new PIN number. I finally found someone who was able to give me a PIN. I set up my new account, but was not able to log in. However, the message said that it may take 24 hours to activate my account (bizarre...), so I waited.
I waited for a week, and was never able to enter my account. Every time I tried (and I always tried with the same, correct, password) it would say it couldn't log me in. I tried the "forgotten password" form several times, and answered the security questions correctly every time, and still could not log in. No helpful error message was ever given.
I finally called Tech Support again. To confirm my identity, the person on the other end asked me to give him my password(!!!). I did not feel comfortable giving him the password I created, but did it anyway. I have never, ever, heard of any security system where the tech people are given access to customers' passwords. In any modern web company, the passwords are encrypted and hashed, and only the hashed versions are stored on the websites. As it is, (1) random tech people have access to our passwords, (2) we are obliged to give our passwords out over the phone, and (3) anyone that hacks into your servers gets them all in plain text. Are our bank account numbers unencrypted as well? If you like, I can give you the numbers of some good courses in web security you could take if you are ever in the Boston area.
He finally "re-activated" my account. He told me it had become disactivated after I put in incorrect passwords three times. As I had only just created the password after re-registering after getting a PIN number, this is impossible. Was it counting my attempts before I received a new PIN number? Further, there was never any error message that suggested that my account needed to be re-activated -- it just said the system could not log me in.
This is the worst service I have ever had the displeasure of using. (My comments about the abysmal computer phone system were mentioned in my last message, which, if it had been read and responded to, might have alleviated this whole problem).
My inability to log in, coupled with the fact that I have stopped receiving *any* bills of any kind, paper or email, for several months (which was mentioned in my last two messages), have caused me to rack up many late payment charges. I will not bother to dispute these charges, as just waiting to find a human at the billing department would take far too long. Instead I will be canceling my account at the end of the next month, and will be recommending Comcast or Verizon to everyone I know.