videotron’s *online* hour restrictions

by Hugh

Videotron’s *online* account management service is unavailable from midnight to 5am. (Videotron is my ISP and mobile carrier). I thought this was strange, so I sent an email to them asking why. Here is the response:

Thank you for having taken the time to write us.

The on-line services on our web site at Vidéotron.com are not available
from midnight to 5:00 a.m. Since the on-line services have a direct link
with our customers’ accounts, this period is essential in allowing us to
update the data and make sure the information is the same in both the
customer accounts and the on-line services.

The on-line services allow you to change some services, as well as see your
billing information, your Internet usage and your services. If there were
no updates, the information would not match with your Vidéotron account
number. Since the dossiers of all our clientele must be updated, the
length of time taken cannot be diminished. During the updates, the
affected services on the site cannot be used.

We hope this information has been helpful. Thank you for your
understanding.

Lyne Gagné
Vidéotron administrative services
serviceclient@videotron.ca
Our web site: < http://www.videotron.com >

Montreal: (514) 281-1711
Quebec: (418) 847-4410
Chicoutimi: (418) 545-1114
Outaouais: (819) 771-7715
Elsewhere in North America: 1-877-380-2511 (toll free)

Does this make sense to anyone?

I replied:

that is the strangest online customer service policy I have ever heard. are you aware of any other major company in the world with a similar policy for online accounts? i am not. In all my experience with banks, telcos, credit cards, financial services etc etc. I have never seen such a policy.

it’s very … strange … and annoying.