Archived and Closed
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So, after securing my router with a new password and disabling the WPS on it, I still have someone in my neighborhood with an iPhone using my service. There is one final solution to this ( before the final solution of switching providers) is to block the MAC address of said iPhone. When I called customer service yesterday, I was told that they couldn't see the devices on my Network. That is absolutely false, and I told her so and was transferred. The next agent wanted to have me guess what device didn't belong until I told her to just name them since I pay for the service. Very poor service indeed. I then emailed requesting the MAC address of the iPhone so that before I block it, I can cross reference it with my devices to make sure it's not a clonned address. The response was that due to security of the platform of email, they couldn't give me that information. Did you just tell me you're not on a secure server when you respond to customers? Do you think I care if some Chinese national hacking into the unauthorized device that is using what I pay for? Are you gonna track them down and force them to pay my bill? And how exactly did customer service determine that closing my case, which isn't remotely solved, was a good idea? If you are unwilling to help me in this matter, you can just send me the box and UPS label to send your equipment back to you and cancel my service. It is My Network, My Service that I am paying for, not the thief that you seem so inclined to protect. Maybe you can get them to sign up for your service but I doubt it.