My ISP TPG Wants A Selfie with Driver's License/Passport for Verification

M911 on 27/09/2022 - 21:28
Last edited 27/09/2022 - 22:56 by 1 other user

recently my isp has made two factor authentication mandatory and i cannot login my to the account, i can login into the isp email fine.

when i contacted them about being unable to login into my account, they told me they do not have my mobile number, despite it being given to them when i signed up and if i want to access my account to change card details, add mobile phone or change other information i need to send them an email from the email address they gave me on signup and all my information such as full name, DOB, and to include a selfie image of me holding my driver license or passport.

TL;DR.
ISP'S refuses to add my mobile number to the account unless i give them a selfie with ID, and i am locked out of my account

Internet TPG

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Comments

  • Hybroid on 27/09/2022 - 21:31

    Photographic reference is a valid form of identification according to:

    https://www.austrac.gov.au/business/how-comply-and-report-gu…

    • [Deactivated] on 28/09/2022 - 08:00
      +1

      Given telcos are not reporting entities to Austrac, what's the relevance here?

    • Chandler on 28/09/2022 - 12:22

      Yeah I've had to do the selfie thing a few times. I think they were all a right-to-work check through Equifax.

  • Twix on 27/09/2022 - 21:33
    +22

    Was it Optus?

  • M911 on 27/09/2022 - 21:36
    +1

    tpg

    • cookie2 on 27/09/2022 - 21:48

      Similar issues with tpg where they threaten to or actually do lock you out when you never agreed or were notified of the 2 factor authentication. It also doesn't work for joint accounts when you're not together at the time of the call and text messages go to your partner instead.

  • Mechz on 27/09/2022 - 21:42
    +14

    Sounds like a good reason to churn.

  • [Deactivated] on 27/09/2022 - 21:51
    +4

    lock card, switch ISP, TPG are crap, anyway.

    • M911 on 28/09/2022 - 15:17

      don't have to worry about the locking, it seems the old one is about to expire, just received a new card - so we will swapping now just have to decide who to swap to

      • [Deactivated] on 28/09/2022 - 16:22

        superloop / aussiebb are the best imo

        superloop for slightly better speeds / worse customer service

        aussiebb for slightly worse speeds / better customer service

        if you have a lot of issues with your line, go aussiebb, if you don't, go superloop.

  • bdl on 27/09/2022 - 22:01
    +4

    just say 'yes'

  • bobbified on 27/09/2022 - 22:08
    +2

    Look at things the other way - if they're that anal about security for you as the account holder, that process is going to put off a lot of scammers.

    (We used this selfie process as an acceptable form of ID to allow the release of the $10K covid payments from super funds).

  • veetor on 27/09/2022 - 22:18
    +6

    I found a work around today, OP. Download the TPG app. It'll let you log into your account without any issues. You can update the mobile phone number from there. Absolutely shoddy effort from TPG - will be churning out ASAP.

    • Subere on 30/09/2022 - 07:27

      Legend. This worked and cancellation in progress.

  • jjjaar on 27/09/2022 - 22:19

    I had a similar thing with a bank a few years back when they were updating their KYC.

    Withdrew all my money from the account and haven’t used it since.

    Vote with your feet.

  • bitcoinorbust on 27/09/2022 - 22:43

    same thing happened to me recently with virgin money bank account. no choice but to comply cause they had my money. sure doesn't feel secure to just email photo with id to some email which is going to be stored for god knows how long. that photo holding id is gold nugget for id theft. scamming is totally rampant and getting worse, australia playing catchup as usual

    • jv on 27/09/2022 - 22:55
      +1

      no choice but to comply cause they had my money.

      you can close your account.

      • bitcoinorbust on 27/09/2022 - 23:48

        They wouldn't release the funds duh

        • jv on 27/09/2022 - 23:55

          They will if you complain to the ombudsman

        • kipps on 28/09/2022 - 10:29

          I don’t see why they require ID to issue a cheque in name of account holder to last known address.

  • jv on 27/09/2022 - 22:55
    +2

    change ISP

    • elgrande on 28/09/2022 - 06:49
      +1

      Change the ISP - start with gaining an entry level role and work your way up until your in charge of their security policy. Implement the change and then resign and return to your regular life.

      Note: you will be required to supply your driver licence as part of the recruitment process

    • BewareOfThe Dog on 28/09/2022 - 09:03

      Like iiNet? LOL

  • Rako on 28/09/2022 - 09:34

    Don’t hand out ID card selfies
    Scammers are interested in your photos with ID cards. We explain why and how to stay protected.
    https://www.kaspersky.com.au/blog/selfie-with-id-card-scam/2…

  • kfp187 on 28/09/2022 - 11:19

    Wtf… this has dodgy all over it. Personally i'd send a d*@k pic… and change providers… but what the! Asking for a selfie with your drivers licence. I could imagine a grandparent doing this though and ending up on a current affair…

  • RotundPolarBear on 28/09/2022 - 21:15

    This is for your protection. If they are this security conscious it is actually reassuring to me as any hackers or scammers will have a really hard time getting access to my account.

    Personally, I would just send the selfie.

  • Subere on 29/09/2022 - 14:17

    TPG want my wife to send a photo of her holding her license so she can cancel the service (that she has set up for her auntie).
    The mobile on file is her old work mobile that she no longer has access to.
    Call centre refused to transfer her to a supervisor and threw out words like "AcMa and the government require this"

    They never had her license on file so not sure how this proves who she is. Over email is not exactly secure and in light of Optus breach she flatly refused to give them this personal information to cancel a service.

    She is going to email them a cancellation email instead. It will come from the registered email. She can provide the S/N of the modem provided etc. License to cancel is over the top.

    The fact you have to cancel with TPG with 30 days notice instead of just letting your new ISP deal with it, is the real problem here.

    • kipps on 29/09/2022 - 21:28
      +1

      TPG want my wife to send a photo of her holding her license so she can cancel the service

      I'd straight out take that to TIO. That's unreasonable. Even if it was unauthorised then the account holder could re-instate the number out of quarantine by doing a proper ID check. Not needed for a cancellation.

      • Subere on 30/09/2022 - 07:29

        veetor's workaround by using the app to change number worked. How dumb that there's no 2FA for logging into the app!

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