FAQs: Subscriber Verification Code (SVC)

In an ongoing effort to safeguard customer account information, Whidbey Telecom, in compliance with FCC regulations, requires all persons requesting account information to verify their identity as the account holder or as a person authorized to have access to such account information. When you visit or call Whidbey Telecom to request account information, you will be asked for some or all of the following information in order to verify your identity and authority:

  • Valid government-issued photo ID
  • Subscriber Verification Code (SVC)
  • Accurate responses to back-up security questions

To setup a new SVC online, contact our Customer Experience Team at (360) 321-1122 from South Whidbey/Hat Island or (360) 945-1122 from Point Roberts.

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. Your designated Subscriber Verification Code (SVC) is one of the best methods to protect and allow only authorized access to your Whidbey Telecom account information. To establish your SVC, you may visit or call a Whidbey Telecom Customer Service Center. When visiting to establish your SVC, please bring valid government-issued photo ID. When calling to establish your SVC, you must call from the telephone service number of record. 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.

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 by calling or visiting our Customer Service Center.

If you call our Customer Service Center to set up new 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 of 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.