Natasha:
Good evening, this is WebNet and you're speaking with Natasha.
Natasha:
How can I assist you today?
Michael:
I tried to log into my WebNet account yesterday and I realised I'd forgotten my password.
Michael:
Are you able to help me with that?
Natasha:
What I'll need to do is ask you a few questions to check your identity and then I'll issue you with a new password.
Natasha:
Firstly, can I have your full name please?
Michael:
Michael Simmons, S-I-M-M-O-N-S.
Michael:
I don't have a middle name.
Natasha:
And your date of birth?
Michael:
It's the 27th of the 3rd, 1988.
Natasha:
And I also need to know your previous address.
Michael:
I live at 12 Wake Street and that's in...
Natasha:
We have that as your current address.
Natasha:
What was the address you registered with us before you moved there?
Michael:
I used to live at 319 Ocean Drive.
Michael:
That's in East Providence.
Natasha:
I'll just need your contact phone number as well.
Michael:
That's 049248002.
Natasha:
And just a few questions about your account.
Natasha:
Do you know what your current data allowance is?
Michael:
I upgraded to the Gold account not long ago, so it's unlimited.
Natasha:
Now can you just tell me about your payment plan?
Natasha:
Which plan are you currently on?
Michael:
Oh, hang on a minute while I think.
Michael:
I started off with a 12-month automatic renewal, but a few months ago I switched to the 24-month plan.
Natasha:
Now when you first registered for WebNet, you selected two secret questions and provided us with the answers.
Natasha:
In order to issue you with a new password, I need you to answer those questions for me.
Natasha:
Firstly, what is your mother's maiden name?
Michael:
My mother's name is Sarah.
Michael:
That's Sarah with an H.
Natasha:
That sounds like her first name.
Natasha:
We're looking for her maiden name.
Natasha:
That's her family name, before she was married.
Michael:
Sorry, I misheard.
Michael:
It's, um, White.
Natasha:
White as in the colour?
Michael:
Yes, that's right.
Natasha:
Now, the other question you chose to answer, what was your first pet?
Michael:
The first pet I ever had?
Michael:
It was actually a goldfish.
Natasha:
That's what it says on your file.
Natasha:
OK, that's all done for you, Mr Simmons.
Natasha:
I've sent you a generic password, which should arrive in your email box within a few minutes.
Natasha:
I'll just make a note of the date.
Natasha:
When you log in, I suggest you go to the Members Details section on the website and change it to something you're going to remember.
Natasha:
Is there anything else I can help you with today?
Michael:
Yeah, there are a few things.
Michael:
I've been having some connection issues recently.
Michael:
I think the problem is with the cable that connects the modem to the computer.
Michael:
Do you supply those?
Natasha:
You need a new cable?
Natasha:
I'll arrange for that to be sent off tomorrow.
Michael:
Also, I'm currently signed up for three of your services – home phone, mobile and broadband.
Michael:
I use the internet a lot, on my computer and on my mobile, but to be honest, I never use the home phone and I don't see why I should keep paying for that plan.
Natasha:
Would you like me to cancel that home phone for you?
Michael:
Yes, please, if you wouldn't mind.
Natasha:
Is there anything else?
Michael:
Yes, just one last thing.
Michael:
Do you offer any antivirus products?
Natasha:
Yes, we have one which offers full protection against viruses, spam and identity theft, which is useful if you're doing any online banking and that kind of thing.
Natasha:
It's called the Security Pack.
Michael:
Sign me up for one of those, please.
Natasha:
And we've got another one.
Natasha:
It's called the Parenting Pack.
Natasha:
It prevents your children from accessing harmful websites and downloading things they shouldn't.
Michael:
I'm not so worried about that anymore.
Michael:
Both my children are adults and have left home.
Michael:
So, just the Security Pack, thanks.
Michael:
That's everything.
