[Snap] How to destroy trust in one easy step.

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › [Snap] How to destroy trust in one easy step.

HyperBlade

48 posts

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#105817 11-Jul-2012 16:46

I just received my new VDSL modem, on a post it note attached to the box was my current adsl password and the one i use for the snap site.

The fact that you have it in clear text is concerning enough (i'm sure you have a really good reason for that...), but then to be writing it down, and then sending it to your customer is just plain stupid.

Guess i'm lucky it wasn't stuck to the courier bag...

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#654089 11-Jul-2012 16:50

HyperBlade: I just received my new VDSL modem, on a post it note attached to the box was my current adsl password and the one i use for the snap site.

The fact that you have it in clear text is concerning enough (i'm sure you have a really good reason for that...), but then to be writing it down, and then sending it to your customer is just plain stupid.

Guess i'm lucky it wasn't stuck to the courier bag...

Think you misunderstood.... this is personalised service of the highest order, the company took the time to hand-write your details rather than send a form letter.

________

Antoniosk

RalphFromSnap

776 posts

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Snap Internet

#654090 11-Jul-2012 16:50

Hi there,

I have sent you a direct message!

Let me know!

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

McGee

200 posts

Master Geek

#654095 11-Jul-2012 16:56

antoniosk:

Think you misunderstood.... this is personalised service of the highest order, the company took the time to hand-write your details rather than send a form letter.

tigercorp

668 posts

Ultimate Geek

#654099 11-Jul-2012 17:04

antoniosk:
Think you misunderstood.... this is personalised service of the highest order, the company took the time to hand-write your details rather than send a form letter.

Aaahh, its a feature :D

Poll

343 posts

Ultimate Geek

#654102 11-Jul-2012 17:11

RalphFromSnap: Hi there,

I have sent you a direct message!

Let me know!

Please tell me it had his password in it, that would complete the cycle.

BuffyNZ

241 posts

Master Geek

#654114 11-Jul-2012 17:52

I had the same thing happen..

I signed up, and was told someone would get back to me with timeframes...

Nobody did, so I called back again, and was told a router was being dispatched.

The router turned up. It has a post-it with my snap username and password stuck on the router box, and no other documentation or instructions. I configured and installed the router.

Two weeks later, I email for an update.

I am told they are waiting for me to receive my router before they proceed with provisioning..

*sigh* I advise them the router has been installed and running for two weeks.

I was never told to contact them when I received the router, and there was nothing in the packaging telling me to do so. I was told that provisioning will be advised and I will be told when the update is complete..

7 days later I called to get an update again. I am told that the upgrade can not proceed because there are no free ports at the exchange.

In the weekend I get an email with an invoice charging me for P&P that is supposed to be free and I am now being charged for a plan that I can not use.

I fired an email off three days ago querying the P&P and telling them I was not happy. Got a acknowledgement but no further reply.

Recursion: See recursion.
--
“It is important not to let the perfect become the enemy of the good, even when you can agree on what perfect is. Doubly so when you can't. As unpleasant as it is to be trapped by past mistakes, you can't make any progress by being afraid of your own shadow during design.”

--Greg Hudson, Subversion developer

Zeon

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#654116 11-Jul-2012 18:00

Hardly the most confidential thing in the world....

It's not like those are your credit card numbers. And I know that literally thousands of your credit card details are sent by ye olde standard courier in a single package with nothing untoward happening on a daily basis.

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Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

zhuyan

177 posts

Master Geek

#654122 11-Jul-2012 18:25

Should I be concerned at this sort of things as I'm about to switch to Snap...

RalphFromSnap

776 posts

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Snap Internet

#654135 11-Jul-2012 19:06

Hey Everyone,

I'd like to apologise for any errors in the postage and handling of the Fritz!Boxes. We are currently reviewing this process and the way that Fritz!Boxes are configured and sent.

I will be in touch with a number of people directly to discuss these issues.

Thanks,

Allan
Customer Services Team Leader.

Snap

0800 BROADBAND (276 232)
www.snap.net.nz

@SnapInternet on Twitter
Snap Internet on Facebook

Our Social Media Team:
^RO Ricky - Technical Lead
^AT Ashleigh - Retail Marketing Coordinator

HyperBlade

48 posts

Geek

#654209 11-Jul-2012 21:43

Zeon: Hardly the most confidential thing in the world....

It's not like those are your credit card numbers. And I know that literally thousands of your credit card details are sent by ye olde standard courier in a single package with nothing untoward happening on a daily basis.

While this password is not super secret, many people use the same password for different services, so if the package is ripped, stolen then that is a real concern, but also for the reasons i've listed below.

zhuyan: Should I be concerned at this sort of things as I'm about to switch to Snap...

It is a concern for the following reasons.

Most companies should never ever be storing the password in a way that can be read back (they should use hashing which stops this), now snap may have a good reason for storing it but...
Its was on a post it note, while they were setting up the modem was this note in a room that any snap staff could access, what security is around my personal details, how many staff members have access to this information?.
It shows a lack of care, if they are this careless with my password what are they like with my credit card details?
How snap respond to this is critical, they need to take this seriously, they are a great company but stuff like this is very damaging, its basic data protection, and customers expect far better from them.

I still recommend you go with Snap (use a brand new randomly generated password with them), they have great support, but issues like this raise concerns about their processes and how they are looking after your information. I care enough that i want them to fix the process rather then just moving away from them.

The bottom line is i was expecting far better from them, they are a small agile company showing up the big telcos, and they did something so stupid and basic and they broke my hard earned trust.

SCM

459 posts

Ultimate Geek

#654215 11-Jul-2012 22:03

BuffyNZ: I had the same thing happen..

I signed up, and was told someone would get back to me with timeframes...

Nobody did, so I called back again, and was told a router was being dispatched.

The router turned up. It has a post-it with my snap username and password stuck on the router box, and no other documentation or instructions. I configured and installed the router.

Two weeks later, I email for an update.

I am told they are waiting for me to receive my router before they proceed with provisioning..

*sigh* I advise them the router has been installed and running for two weeks.

I was never told to contact them when I received the router, and there was nothing in the packaging telling me to do so. I was told that provisioning will be advised and I will be told when the update is complete..

7 days later I called to get an update again. I am told that the upgrade can not proceed because there are no free ports at the exchange.

In the weekend I get an email with an invoice charging me for P&P that is supposed to be free and I am now being charged for a plan that I can not use.

I fired an email off three days ago querying the P&P and telling them I was not happy. Got a acknowledgement but no further reply.

This.

Snap have a new CallBack procedure, it's called "Don't Bother"

I'm still waiting for a call back in relation to a SIP trunk, I have been waiting for that call back since February, sure its only 5 months now, I'm sure one of these days they might get around to placing that call back possibly this year even :|

Back on topic, I was planning on going down the vDSL path too but after reading this and still waiting for that call back, I think I'll be looking at other options and company's.

nakedmolerat

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#654244 11-Jul-2012 23:05

HyperBlade:
Zeon: Hardly the most confidential thing in the world....

It's not like those are your credit card numbers. And I know that literally thousands of your credit card details are sent by ye olde standard courier in a single package with nothing untoward happening on a daily basis.

While this password is not super secret, many people use the same password for different services, so if the package is ripped, stolen then that is a real concern, but also for the reasons i've listed below.

right... same password for different services. whose fault is that?

this network password is not a big deal and certainly not the end of the world.

l43a2

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#654251 11-Jul-2012 23:14

this just seems abit over the top.

Zeon

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#654254 11-Jul-2012 23:19

l43a2: this just seems abit over the top.

QFT

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jbard

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#654256 11-Jul-2012 23:21

I think it is fairly bad Snap is storing passwords in plain text, that is a big no no.

The fact that it was written down and posted to you I don't see as a big deal at all, but their password security is clearly lacking. Of course if it had been stored correctly Snap staff never could have written it down in the first place so none of this would be a problem.

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