Disclaimer: The opinions of the columnists are their own and not necessarily those of their employer.
Kenneth F. Belva

Network Solutions “Hacked Account” Demonstrates Incompetence

When in doubt, claim the account was hacked. That appears to be the reasoning of a Network Solutions Technical Support Representative. Normally I do not write about other companies but this is an interesting case. As professionals we view being hacked as something we defend against. While some breaches are out of our control, it’s still something we frown upon and wish to avoid. In this case, it’s just the opposite. It’s seen by a Network Solutions Representative as an easy way to close a technical case that could not be solved (initially). Since this is the first instance of using “You were hacked”  as an excuse for lack of knowledge, thought other professionals may also find this intriguing. So, here’s a brief background.

Yesterday I received a call from a family member. It appears that around 3000 emails stored in the Sent Items folder and dated from prior to 12/30/2009  (but not after) all of a sudden just disappeared from their web based interface. Yet, the total used storage space was still at 95%. Upon calling Network Solutions and describing the problem, the family member (before I was asked to assist) received the following email reply:

We have resynced the mailboxes to the server, many times this restores lost mail, but it can also remove mail that was left behind as “ghost” messages. These messages are typically left when a POP client downloads messages from the mailbox but doesn’t complete all the way. After repairing [your] mailbox it is completely empty, meaning someone at some point likely POP’d the mailbox and removed the contents. We apologize but we recommend keeping a more secure password as it appears someone has access to your mailbox other than you.

The issue you reported to Network Solutions on 1/4/2010 02:32:36 PM and assigned to Service Request 1-432797685 has been completed and closed.

[Emphasis mine.]

Now, this clearly doesn’t make sense when you analyze it.

2 Comments

  1. Shashi Bellamkonda Jan 7, 2010 at 4:04 pm | Permalink

    Hi Kenneth,

    I work for Network Solutions and stopped by to apologize and let you know that we will ensure this is communicated to the right team members at Network Solutions . I am glad the issue is now resolved.

    Thanks,

    Shashi

  2. Kenneth F. Belva Jan 7, 2010 at 4:30 pm | Permalink

    Hi Shashi,

    Thank you for your apology and your diligence communicating this to the appropriate individuals at Network Solutions.

    I cannot tell you how much agony and grief this cause my family member out of sheer frustration of not being able to resolve this issue on their own.

    Sincerely,
    Ken

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