Obamacare call center reps get password reset script by mistake - KiiiTV.com South Texas, Corpus Christi, Coastal Bend

Obamacare call center reps get password reset script by mistake

Posted:
Highlights
  • Obamacare call center reps were provided with an incorrect script
  • Script mistakenly said that all Healthcare.gov passwords needed to be reset
  • Officials say enrollees can continue to use their current passwords

By CNN Staff

If you contacted the federal Obamacare call center early Thursday morning, you may have been told that your password for Healthcare.gov needed to be reset. But that is not the case, officials from the U.S. Department of Health and Human Services say.

Consumer passwords for the Obamacare website have not been reset, HHS officials say, but call center representatives were mistakenly given that incorrect information.

"A wrong script was provided to call center representatives," one HHS official told CNN. "It's been corrected. The wrong script was read for only a short time -- just this morning."

ArsTechnica, a technology new and information website, first reported that people were being told to reset their passwords on Tuesday, October 8.

A second HHS official said enrollees can continue to use their current passwords.

The federal site for the Affordable Care Act has been plagued by technical glitches since it launched on October 1. Many of the consumers looking to sign up for health insurance the first day didn't get very far. They were often greeted by a message that said:

"We have a lot of visitors on the site right now. Please stay on this page. We're working to make the experience better, and we don't want you to lose your place in line. We'll send you to the login page as soon as we can. Thanks for your patience!"

Healthcare.gov is handling Obamacare enrollment for 36 states that didn't fully establish their own insurance exchanges, also called marketplaces.

Federal officials blamed higher-than-expected traffic volume for the first day glitches -- on October 1, some 4.7 million people visited HealthCare.gov and 133,000 contacted the call center at 1-800-318-2596.

But for the last 10 days, visitors to Healthcare.gov have continued to experience slow connection speeds and error messages preventing them from purchasing insurance. HHS has been taking down parts of the site during off-peak hours to make improvements by adding more server capacity; moving certain over-stressed components to dedicated hardware; and making software changes to increase efficiency.

A specific software component that crashed under the high volume of visitors is mainly to blame for the glitches, a federal official confirmed to CNN on Tuesday.

"At lower volumes, this software component would work fine, and at higher volume, that's what created the problems," the official said. "We've made software changes to make the system more efficient and be able to handle higher volumes."
   
 CNN's Elizabeth Cohen, Adam Aigner-Treworgy and Jacque Wilson contributed to this story.
   
 The-CNN-Wire
 ™ & © 2013 Cable News Network, Inc., a Time Warner Company. All rights reserved.
 

  • Border Patrol Bust

    Border Patrol Bust

    Saturday, April 19 2014 12:15 PM EDT2014-04-19 16:15:58 GMT
    At least 80 immigrants suspected of entering the United States illegally were arrested in a makeshift encampment in suburban South Texas.They were found in an undeveloped patch of scrub near an abandoned tennis club in McAllen. They were camped under tents and huts camouflaged with mesquite branches and cacti. Some told authorities they had been there sleeping on pieces of cardboard with little food or water for at least a week.It was unclear whether any of those arrested Thursday afternoon w...More >>
    At least 80 immigrants suspected of entering the United States illegally were arrested in a makeshift encampment in suburban South Texas.They were found in an undeveloped patch of scrub near an abandoned tennis club in McAllen. They were camped under tents and huts camouflaged with mesquite branches and cacti. Some told authorities they had been there sleeping on pieces of cardboard with little food or water for at least a week.It was unclear whether any of those arrested Thursday afternoon w...More >>
  • K-9 Coach On Saturday Morning Show

    K-9 Coach Discusses How Easter Could Prove To Be Fatal To Your Dog

    K-9 Coach Discusses How Easter Could Prove To Be Fatal To Your Dog

    Saturday, April 19 2014 11:52 AM EDT2014-04-19 15:52:05 GMT
    The K-9 Coach joined 3 News Anchor Michael Gibson on Saturday morning to talk about those hidden Easter dangers.  He gave us a rundown of what you need to do to keep you dog healthy and safe over this weekend holiday.More >>
    The K-9 Coach joined 3 News Anchor Michael Gibson on Saturday morning to talk about those hidden Easter dangers.  He gave us a rundown of what you need to do to keep you dog healthy and safe over this weekend holiday.More >>
  • Arrests Made

    Whiskey River Bar Fight

    Whiskey River Bar Fight

    Saturday, April 19 2014 11:26 AM EDT2014-04-19 15:26:31 GMT
    Police say fists were flying as a huge bar fight breaks out at a popular south side bar.The fight broke out around 2:15 on Saturday morning at the Whiskey River bar which is in the 5700 block of South Staples. According to police, the fight started inside the bar then it moved outside. One police officer was struck in the brawl. Several men and women who were involved in the melee were taken to jail.More >>
    Police say fists were flying as a huge bar fight breaks out at a popular south side bar.The fight broke out around 2:15 on Saturday morning at the Whiskey River bar which is in the 5700 block of South Staples. According to police, the fight started inside the bar then it moved outside. One police officer was struck in the brawl. Several men and women who were involved in the melee were taken to jail.More >>
Powered by WorldNow
All content © Copyright 2000 - 2014 WorldNow and KIII. All Rights Reserved.
For more information on this site, please read our Privacy Policy and Terms of Service.