Andrew Silverman, a customer of Frontier Communications in Washington state, rarely uses the e-mail address that comes with his Internet service.

But when he needed to log in to the Frontier e-mail a week ago, he discovered that the Internet service provider has a surprisingly poor approach to password security. Silverman had forgotten the password to this little-used account but found that the Frontier e-mail website provides no self-service method for resetting the password. The only option was to chat with a Frontier employee. And that employee, Shawn from tech support, had access to Andrew’s password in plain text and was ready and willing to share it.

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ISP’s e-mail password reset system is a guy named “Shawn”