You are now connected with F.. F.: Welcome to EDF Energy Online Customer Service Team. You're chatting with F.. I'm here to help you with your online query today. May I take your full name please? … Twey: I have successfully logged in & am now attempting to change my password. F.: That's great. F.: Is there anything else I may help you with? Twey: I am unable to change my password F.: are you getting any error? Twey: I completed the ‘change password’ form and submitted it, and no error appeared, but when I log out and in again I have to use F.: May I try for once? Twey: Of course F.: Thank you. F.: I have updated your account with the details that you will come back with the details. Twey: Could you rephrase that statement, please? F.: sorry, it was typo error. F.: I have successfully changed your password to F.: after submit the new password you need to click on save changes. Twey: I have just entered ‘’ for ‘Old password*’, my new password for ‘New password*’, and the same again for ‘Confirm new password*’, then clicked the ‘Save Changes »’ button Twey: Part of the page refreshed and no error was given. Twey: I am now logging out. Twey: I have entered ‘twey@twey.co.uk’ for ‘Username (email address)*’ and my password for ‘Password*’. Twey: I clicked ‘Login »’ and received a message: ‘Your username or password is incorrect. Please try again.’ F.: may I know your password? Twey: Hold on; I will generate a new, unique password for you to know. F.: okay. Twey: My desired password is now: rUX2i?B.6s+a F.: Thank you. F.: let me try. F.: sorry, rUX2i?B.6s+a password system does not allow. Twey: To clarify, the stated rules for a password on your system are as follows: F.: Your new password needs to be between 8 to 16 characters long and contain at least 1 upper case and 1 lower case letter. It must not contain part, or the whole of, your username Twey: Your password needs to be between 8 to 16 characters long and contain at least 1 upper case and 1 lower case letter. It must not contain part, or the whole of, your username Twey: My password is precisely twelve characters long, contains three uppercase and three lowercase letters, and shares no characters in common with my username Twey: Oh, I beg your pardon: there's a . Twey: Could we change the . to a $, perhaps? Twey: That is, change the full-stop to a dollar sign. F.: okay, but it would be better if you can use the password like your name or any of your family member's name. Twey: No thank you. That would make for a terribly insecure password, innately vulnerable to dictionary attacks or anyone who knows me or my family members at all, and I think that all of the family members I can think of have at least one of the letters T W E Y C O U or K in their names. F.: okay, what I will put as your password? Twey: My desired password is now: rUX2i?B$6s+a Twey: This breaks none of the rules set out for passwords on your system that I can see. F.: sorry, system does not allow to change the password to rUX2i?B$6s+a Twey: Okay. Please give me a list of the *real* rules for allowed passwords on your system so that I may generate one that will be allowed. F.: Your password needs to be between 8 to 16 characters long and contain at least 1 upper case and 1 lower case letter. It must not contain part, or the whole of, your username Twey: Yes, thank you. My password is precisely twelve (12) characters long, contains three uppercase letters and three lowercase letters, and shares no characters in common with my username, and yet your system will not allow it. The rules you have stated, therefore, are not the actual rules used to determine acceptance of a password. F.: Yes, i can understand that but the system does not accept the password. Twey: Yes, I understand that. I am asking you to tell me what passwords the system *will* accept. F.: which I have provided like or Twey: But why are those passwords accepted and my password not? Twey: I could use one of your passwords, but I can't create a password of my own that will be accepted if I don't know what the rules are for acceptance. F.: there should be 1 upper care, 1 lower case , 1 numerical digit and 1 special characters. Twey: That would lead to a password of four characters, which is too short. F.: yes but the password should be within 8-14 characters Twey: Right, which means that I need more than one of each type of character. My password has four lowercase letters, three uppercase letters, two numbers and three symbols. Twey: As far as I can tell this password should be accepted by all the rules you've given me so far. F.: yes but the system does not allow the password which you have provided. F.: so you need to change it with another password. Twey: Yes. So what rule of the system does my password break, so that I may create a new password that does not break that rule? F.: I have checked again, but you cannot use this password. Twey: Thank you for checking. I know I cannot use this password. I would like to know *why* I cannot use this password. F.: I am sorry, honestly I do not have any idea that why the system is not accepting the password, I will discuss this matter with my IT team because the contain of the password is correct which you have used. Twey: That would be much appreciated. Thank you for your patience so far. F.: No problem, thank you for your time also. F.: Is there anything else I may help you with? Twey: No thank you, I will wait here until you have consulted your IT team. F.: sure. F.: You are welcome. It was nice chatting with you. F.: Have a happy weekend, bye. Twey: … wait, you are not going to consult your IT team? F.: Right now it is not possible to do that, because we do not have calling facility from here so once I will get the update will drop you a mail. Twey: Okay. To make certain, my email address is twey@twey.co.uk. Would you mind locking my account until you can tell me what I may use as a password? Twey: When do you think I will receive the information? F.: I am sorry that I cannot confirm you any time scale because I have to send an E-mail to the IT team so once then will give us the feedback we will get back to you with the details. Twey: Thank you. Could I have your email address, please, so that I may contact you if necessary? F.: I am sorry, that I cannot share My E-mail address with you, if you want to send us an E-mail please send on occ_contactus@edfenergy.com Twey: I see. Thank you for your time. F.: You are welcome. F.: Is there anything else I may help you with? Twey: No thank you. I will look forward to your email. F.: Sure, you are welcome. Bye.