Why do I need a Personal Identification Number (PIN) from Whidbey Telecom? A Personal Identification Number is needed to establish or re-set a Subscriber Verification Code (
SVC) and back-up
Security Questions & Answers for your
Whidbey Telecom account. Whidbey Telecom will assign a random PIN to correspond to your Whidbey Telecom account number. We can supply you with this information by mailing it to you at either the postal or email address of record (either of which must have been on record for at least the past 30 days). Upon receipt of the PIN, you may establish or re-set your SVC and back-up Security Questions and answers by visiting our website address
https://myaccount.whidbeytel.com, or calling or visiting our
Customer Service Center .
What is a Subscriber Verification Code (SVC)? A Subscriber Verification Code (SVC) is a secret word or phrase that will be spoken over the telephone to a
Whidbey Telecom Representative as a means of identifying you as an authorized subscriber of your account. Please do not share your SVC with anyone that you have not authorized to gain information about or make changes to your account.
What are back-up Security Questions & Answers? Back-up Security Questions & Answers are designed to help you verify your identity to
Whidbey Telecom in the event you’ve forgotten or lost your
SVC and need to gain access to your account information. At the time you establish a SVC, you will also choose a question from each of two lists of pre-defined questions and provide your secret answers. Please do not provide answers that include readily available information about yourself and please do not share your secret answers with anyone not authorized to gain information about or make changes to your account.
Why do I need a Subscriber Verification Code (SVC) and back-up Security Questions & Answers? The Subscriber Verification Code (
SVC) established on your account will be used by
Whidbey Telecom to validate the authorization of any person requesting information for your account over the telephone. Anyone requesting the following must be listed in our records for your account and provide the correct, pre-established SVC or answers to the pre-established Security Questions:
• account information
• account information changes
• service information
• service changes
In the event that you lose or forget your account’s
SVC, you may still gain access to your account information over the telephone by providing the correct answers to the
Security Questions you have chosen.
If you cannot provide the correct
SVC or correct answers to the existing
Security Questions , you may a request a new Personal Identification Number (
PIN) from
Whidbey Telecom. (see
Why do I need a Personal Identification Number (PIN)?)
(See
New Rules to Access CPNI & Safeguarding Our Customer Account Information for alternative access options)
How do I set up or re-set a Subscriber Verification Code (SVC) and back-up Security Questions & Answers? All new customers will set up a
SVC and back-up
Security Questions & Answers at the time of application for service(s).
Existing customers can set up or re-set their
SVC and/or back-up
Security Questions & Answers for their account in a few different ways:
To set up or re-set your
SVC and/or back-up
Security Questions & Answers on your existing
Whidbey Telecom account, you may request Whidbey Telecom assign a randomly generated Personal Identification Number (
PIN) and mail it to you. We will only mail or email the PIN to the postal or email address of record for your account (which has been on record for at least the past 30 days). Upon receipt of the PIN, you may complete the set up or re-set process by visiting our website address
https://myaccount.whidbeytel.com, calling, or visiting our Customer Service Center.
If you
call our
Customer Service Center to set up a
SVC and/or back-up
Security Questions & Answers on your existing
Whidbey Telecom account and do not have a Whidbey Telecom assigned PIN, we can call you back ONLY at the telephone service telephone number of record. We will first verify that your name is listed as an authorized name in the relevant account record. Then to further authenticate you as the subscriber of record we will have you verify other relevant account information. From there we can assist you in setting up a SVC and back-up
Security Questions & Answers for your account.
If you
call our
Customer Service Center to re-set a
SVC and/or back-up
Security Questions & Answers, your name must be listed as an authorized name in the relevant account record. You must then provide the existing SVC and/or correct answers to the existing Security Questions. If you are not able to provide either the correct SVC or correct answers to the existing Security Questions, you may request a new PIN be mailed to the subscriber of record for the account for the purpose of re-setting the SVC and/or Security Questions & Answers for your account.
You may also set up or re-set your
SVC and/or back-up
Security Questions & Answers on your existing
Whidbey Telecom account by visiting one or our
Customer Service Centers. When you visit our office you’ll need a valid government-issued photo ID so that we may verify your identity and authorization. We can then accept your request to set up or re-set the SVC and back-up Security Questions & Answers.
What is Customer Proprietary Network Information (CPNI)? In providing services to you,
Whidbey Telecom may collect certain information that has been made available to us solely by virtue of our relationship with you, as our customer. Some of this information includes details of the telecommunication services you purchase from us, including technical configuration and amount of use of those services. This information can also be information included on your telephone bill related to services you’ve purchased including long distance call detail information. The Federal government has defined this information as Customer Proprietary Network Information (CPNI). Whidbey Telecom considers customer account information to be confidential including any information classified as CPNI. CPNI does not include Subscriber List information.
New Rules for Access to CPNI & Safeguarding Our Customer Account Information Recent changes in federal rules and regulations made by the Federal Communications Commission now require telecommunications carriers to verify the identity and appropriate authorization of anyone requesting access to certain customer account information (also known as Customer Proprietary Network Information or (
CPNI). In our continued commitment to safeguarding our customer account information and in alignment with these federal rules,
Whidbey Telecom has established the following procedures:
When you visit one of
Whidbey Telecom’s Customer Service Centers, you will need to present a
valid government-issued photo ID.
Whidbey Telecom will review the account information to verify the name of the requestor as having authorization to discuss the relevant account information or make changes to the account. The FCC does not allow for any exceptions to this rule. Even if our customers are known to us, we are still required to review photo ID in order to release account information and/or make changes to accounts.
When you call us,
Whidbey Telecom will verify your name against the authorized name(s) listed in the relevant account record. You must then provide the correct, pre-established Subscriber Verification Code (
SVC) or correct answers to the pre-established
Security Questions listed in the relevant account record before we will proceed with discussing the subject account information.
If you call us to discuss long distance call information and you are verified as an authorized contact but unable to supply us with the correct
SVC or answers to the back-up
Security Questions, we may still be able to assist you with your request. If you have the call detail information that you’d like to discuss with you, we can discuss only the specific call detail information you provide to us during that call. We can also mail a copy of your invoice to either the postal or email address of record or call you back at the telephone service telephone number of record (either of which must have been on record for at least the past 30 days). If we call you back at the service telephone number of record, we will request you to verify other account information before supplying the requested call detail information.
When you access your account information online, you’ll need to have an established
Whidbey Telecom eBilling account with a specific online Username and Password. If you’d like to establish a Whidbey Telecom eBilling account, please visit our website at
https://myaccount.whidbeytel.com for more information.
How will my email address be used by Whidbey Telecom?When you supply your email address to Whidbey Telecom you are authorizing it to be added to your account records for future reference and as a method to contact you. Whidbey Telecom will use your email address to send information that you have requested we send to you via email. We may also use your email address to send you information and/or important notices regarding your account.