SECURITY: Multiple questions are secondary passwords

Argh!

Why do I get frustrated when people insist on being insecure?

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To our eService Customers:
 
On December 21, 2015, Washington Gas launched its new eService portal in an effort to improve the overall online customer experience. We have expanded the online self-service options, provided you with energy consumption information and month-to-month usage comparisons, as well access to billing and payment options, such as our Budget Billing and Auto-Pay programs. 
 
Since the launch, we have experienced some technical issues, particularly related to log on and password reset. During log on, please be aware  that you may encounter delays as you are: 1) directed to the page where you are required to change your password; and 2) answer three brief security questions, both of which conform to sound security practices. We apologize for any delays you may experience during this process.
 
During the next few weeks, we will remain focused on identifying, addressing and resolving deficiencies in the new system. By the time you receive your next bill and log onto our system, we expect that your online experience on our new site will have improved significantly as we approach the level of service you expect and deserve.
 
Until we resolve all issues, please consider using your mobile device to access the eService site. Customers accessing the site in this way are experiencing faster site performance.
 
As a reminder, the following payment options are still available to you:
 

  • Call our automated payment line at 703-750-7944 to make a phone payment with a check or credit card. 
  • Contact our customer service center at 703-750-1000 for assistance with a payment. Customer service hours are 8 AM to 9 PM on weekdays and 8 AM to 4:30 PM on Saturday. The center is closed on Sundays.

 
There are no transaction fees for payments made through these two alternative methods. Late fees will be waived for eService customer payments delayed by the implementation of the new portal.
 
Thank you for your patience and for being a valued Washington Gas customer. Again, we apologize for the inconvenience these technical issues may cause. Our continued goal is to provide the best possible online experience and we will continue to provide updates and share information on the www.washgas.comhome page in the coming weeks.
 
Tanya Hudson
Division Head, Consumer Services

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