On Technical Support & Misconceptions

This wasn’t written by me, but a friend of mine who has had experience in the service industry in response to some of the comments on this article. It’s a great read – both for those of you who have worked (or still work) in contact centres, and for those who have not.

I am Australian, I have no accent, and the amount of times I hear people go “Oh I’m so glad that you speak English, unlike the last person” infuriates me. “the last person” is someone who has just as much knowledge as I do (generally) and can do the job just as well, it’s just that people tend to be biased against anyone with an accent on calls.

You can say this is not true, but working in the call industry, this is a fact. People switch off when someone isn’t speaking 100% clear English to them.

Also, the gripe above about “It’s always the same steps”, do you know why we do that?

It’s to save you hundreds of dollars and wasted time.

That’s right. Continue reading

Crosspost: How Long It Takes To Hack Your Password

Crossposted from the iiNet Blog.

One of the most common ways that accounts are compromised (aside from the obvious – leaving your password written down on a piece of paper, making it your birthday, “phishing” emails/websites that masquerade as an authentic communication, or a “low effort” password like the ones outlined in Sandra Lim’s blog entry on “Picking The Right Password”) is via what is known as a “brute force” attack.

Essentially this involves a hacker’s machine going through random passwords with constant login attempts until it hits proverbial paydirt. It’s not terribly elegant (it’s literally pounding away at the login server with password attempts, thus the ‘brute force’ terminology) and you might have noticed that a lot of sites try to combat this by limiting the amount of login attempts you can make before your account is locked out for a period of time – anywhere from an hour to 24 hours.

However, this is still far from standard practice. It can cause significant inconvenience for the legitimate owner of the account if they’re locked out. Attempts to block login attempts by IP address are often fruitless as well since a hacker can easily ‘spoof’ (fake) what IP address their attempts are coming from, or make use of compromised machines (often known as zombie PCs).

Bloomberg Businessweek provides some interesting statistical data on the time it takes for a hacker’s computer to brute force your password based on the length and complexity of your password:

This data hopefully answers the “why?” questions our CSRs often get asked about elements of iiNet’s password policy. Any iiNet password must adhere to the following rules:

1. Should be at least 9 characters in length
2. Should contain a mix of upper and lowercase characters
3. Should contain at least one digit (e.g. 0-9)
4. Cannot be based on your username
5. Cannot contain spaces or tabs.

Any passwords which do not meet these requirements will not be accepted by iiNet’s systems. This applies to staff and customers alike. However, not all password systems are as strict. It’s good security practice to follow those five rules whenever you create a password on any website. Better yet, include symbols.

Your Opinion Needed – Twitter & Links To Services

Please note: This post is purely the opinion of Matthew Jones, and not does not represent official iiNet policy in any way, shape or form.

Part of my present job role at iiNet involves coming up with ways that iiNet can better utilise social networking environments. During a weekly discussion with one of iiNet’s programming gurus, I threw the idea out there about allowing users to associate their Twitter account with their iiNet account.

I’m fortunate to have a fairly diverse spread of followers on Twitter – social media gurus, iinet customers, real life friends, tech journalists and lawyers. What I’m hoping to do here is draw on your experience, expertise and opinions to refine, reshape or even completely rubbish this idea. Continue reading

“Hollywood Dreams” – A Three Strikes Policy Put To The Question

“Hollywood Dreams” – A Three Strikes Policy Put To The Question

Disclaimer: I am employed by iiNet, so my views on this subject may be subconsciously biased. The content of proceduralcreativity.com does not represent the views of iiNet Limited.

Australian ISP iiNet released a discussion paper today on the Hollywood studios as their approach to policing P2P traffic in regards to copyright infringement. It’s a great read – I can pretty much guarantee it’s going to wind up being one of those papers that gets referenced in academic discussions on P2P (or even in courts of law overseas) for quite some time to come.

iiNet has been in the “internet spotlight” for the past few months due to their victory in the Australian Federal Court against allegations from the Australian Federation Against Copyright Theft (AFACT) that iiNet had breached copyright law by allowing its customers to download copyright protected material over internet services that it provides.

Let’s see where this goes…

The text below is a support ticket I’ve lodged this morning with Steam, Valve’s online digital delivery service for PC video games. This is a make or break moment for them with me – I’ve not had any problems with product purchased through them to date.

I’ve always believed that a company is truly measured by how it reacts when someone is unhappy, or when things go wrong. Let’s see if they live up to my expectations.


Hi,

Since purchasing Settlers 7 yesterday, I have been unable to connect and play the game at all. Google searches show that this is a widespread problem – I’ve tried every single solution offered by Ubisoft without success.

Continue reading