Feeds

Cock-up blamed for MCI customer site outage

All our records are safe - honest!

Combat fraud and increase customer satisfaction

Human error is the "official" reason for a two-day outage of a web-based customer account management system used by America's second-largest long-distance phone company.

A spokesman for MCI's US parent company Verizon Communications told The Reg that "somebody simply ran the wrong process on the server" that's used by MCI's account management system. "In doing so, it prevented access to the web site." The explanation followed a call by this Reg reporter, unable to view or pay his bill for two days, to MCI's customer technical support team.

But, according to the techies we talked to, a database holding all the user names and passwords for MCI customers using the site was offline and not working following an upgrade designed to handle a growing number of customers signing up to MCI's online system.

Users trying to view and pay their bills were greeted with the message: "We have encountered a system error which makes us unable to fulfill your request."

Were the tech boys fobbing off customers with their high-falutin' tech talk or giving out more information that corporate would like?

MCI's Verizon parent insisted the matter was one of "site access" adding no customers' records had been removed and nor were they in danger of disappearing.

"The problem was discovered via the trouble desk and was reported to the individuals who were at the root of it. They re-ran the process, correctly, and problem solved," the spokesman said.®

Combat fraud and increase customer satisfaction

More from The Register

next story
Virgin Media so, so SORRY for turning spam fire-hose on its punters
Hundreds of emails flood inboxes thanks to gaffe
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
AT&T dangles gigabit broadband plans over 100 US cities
So soon after a mulled Google Fiber expansion, fancy that
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
EE & Vodafone will let you BONK on the TUBE – with Boris' blessing
Transport for London: You can pay, but don't touch
Turnbull gave NBN Co NO RULES to plan blackspot upgrades
NBN Co faces huge future Telstra bills and reduces fibre footprint
NBN Co plans fibre-to-the-basement blitz to beat cherry-pickers
Heading off at the pass operation given same priority as blackspot fixing
NBN Co in 'broadband kit we tested worked' STUNNER
Announcement of VDSL trial is not proof of concept for fibre-to-the-node
prev story

Whitepapers

Mobile application security study
Download this report to see the alarming realities regarding the sheer number of applications vulnerable to attack, as well as the most common and easily addressable vulnerability errors.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.