Rogers Accesses A Customer’s Modem And Resets The Password…. Should The Customer Be Worried?

I just got this e-mail from a Rogers customer who relates an experience that I have to admit bothers me to a degree:

I’m a little worried right now about how Rogers solved my router issue.

I recently upgraded my Internet with Rogers and they gave me a new cisco modem/ wireless router. After installing it, I had a few issues with intermittent connections with my apple devices. I read online that SMC units were better for apple products so I decided to call in and see if I could get it switched. When I talk to the tech support guy he accessed my router and changed the settings and reset my router password.

I’m really concerned that Rogers was able to do this. Is this a big deal? Am I making a bigger deal out of this than I should?

This is a good question. I have to admit that I find this just a tad bit creepy. I did a search and didn’t find anything (such as a clear policy) on Rogers site that spells out the circumstances that Rogers is allowed to access the modem and do things like reset the password. Thus, I’ve sent an e-mail to Rogers asking the following questions:

  1. Does such a policy exist? If so, where on your site or within the documentation of the modem can I find it?
  2. Why shouldn’t this customer be concerned?

At the same time, I’ve advised the customer to contact the Privacy Commissioner Of Canada to get an opinion from them as I think that a second opinion might be warranted. I advised him to do it via mail as per the instructions on this page.

I will keep you posted as this story develops.

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