What is the “Access Code” on my invoice?

The Federal Communications Commission (FCC) has determined that customers’ phone records can be vulnerable to “pretexters” and data brokers who fraudulently obtain private information by posing as the customer over the phone or online.

The law also prohibits the unauthorized sale or transfer of confidential phone records or the purchase or receipt of such information with knowledge that it was obtained fraudulently or without authorization.

To combat this problem, the FCC has adopted new rules that prohibit Birch from releasing certain account information without use of increased authentication from the customer. You may be asked to provide this Access Code when talking to a customer service rep.

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Can I change my Access Code?

You cannot specify what your Access Code will be, because it is predetermined by Birch. However, if for any reason you want to have it changed, Birch can generate a new one for you at your request. If you’d rather not use the Access Code, we also offer Security Questions at ebill that you can set up and use to access your account.

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I’m currently enrolled in Birch eBill, is anything changing?

You will be asked to set up a security question – this is to assure that Birch is complying with the new FCC rules related to on-line access to customer information. Once this security question is set up, login to your e-bill account will be the same as it always has. Should you need to re-set your password, you will be asked to provide the answer to the security question before the password will be re-set.

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What kind of information about me is being protected by this new security Access Code?

The new FCC rules govern information known as Customer Proprietary Network Information (CPNI). CPNI includes information about the telephone services to which you subscribe and information contained in your Birch bill.

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Do I have to use my Access Code?

Depending on the information you are requesting, you will need to provide some authenticating information. The Access Code is one method of authentication. The other method we offer is using a Security Question. To set up a Security Question, go to ebill and follow the simple set up instructions.

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I already have a password on my account, why can’t you just use that?

Birch’s current method of using passwords is being replaced by the use of the Access Code and / or Security Question. We will be phasing out the current Passwords over the next several months.

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What happens if I don’t know my Access Code?

No problem. If you have set up a Security Question, simply provide the answer to your Customer Service rep. If you have not set up a security question, we’ll help you get one set up. This may require customer service to call you at your telephone number of record. Click here to request assistance now.

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Where can I go to get more information about CPNI?

The FCC, which is responsible for enforcement of the new password rule, provides additional information regarding the CPNI regulations on its website, at: http://www.fcc.gov/cgb/consumerfacts/phoneaboutyou.html.
Or you can call the FCC at 1-888-225-5322.

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