A business or consumer might call the SBC DSL customer service number, 877-722-3755, to inquire about new Internet service upgrades or to request help with a technical issue. When I called the number, I was surprised to hear I had reached AT&T. However, since I have AT&T Internet service, I decided to see what I could learn about improving my current service. I selected the option to add service to an existing account. I wanted to know if my area has faster Internet service available.

The system recognized my number and said it would use it to look up my account. It then asked me if I was moving, and when I said no, the system told me to wait while it handled my request. After that exchange, it said it would get someone from customer service to help.

The customer service agent answered and identified herself by first name. She asked for my name, and I told her. She wanted to know how she could help me. She said she needed my password to look into what type of service I have and check what is available in my service area. I was still concerned about an AT&T agent answering a number I had called for another Internet provider. I told her I was trying to reach SBC DSL, and she said the number I called was correct. That still didn’t make me feel comfortable giving her my password. It wasn’t that I didn’t trust her, but I could not see a reason to share a password.

The call experience was not bad, as the options offered by the automated voice response system were straightforward. There was no extended wait to speak to a human, which I can appreciate. The customer service associate’s demeanor was upbeat and friendly. She appeared to want to help me, but I was unwilling to provide my security information to get an answer to what I felt was a simple question. The system knew what number I was calling from, so my address and service area zip code should have been available to the associate. That should have been adequate for answering my question.

I am sure companies know what services they offer in an area and should not need my password to provide that basic information. My password is a safety feature that protects me, and I’m not willing to risk sharing it with someone I feel does not need it. It’s one thing if I had a problem that I needed a technician to troubleshoot, but that was not the purpose of my call.