Update: My continuing Obamacare experience. Cut & paste from live chat

10/24/2013 | Vanity

[VideoPaul]

A cut and paste of this morning's attempt to get healthcare.gov to work. Original story is at:

http://www.freerepublic.com/focus/f-news/3079644/posts

As promised, every day I spend one hour trying to get this working. My identity hasn't been verified, calling Experian to try to get help involves a reference number that the site won't give me, and no one can help.

Notice starting at 11:20:37 he is just cutting and pasting the instructions he's been given and sending HIS instructions to ME.

Note also at the end where he simply leaves the session rather than answer my questions. Great "LIVE HELP", guys.

"We have to pass this bill to see what's in it." ***************************************************

Today's attempt:

[11:13:09 am]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.

[11:13:14 am]: Please be patient while we're helping other people.

[11:13:40 am]: Welcome! You're now connected to Health Insurance Marketplace Live Chat.

Thanks for contacting us. My name is Travis. To protect your privacy, please don't provide any personal information, like Social Security Number, or any other sensitive medical or personal information.

[11:14:35 am]: CALLER Good morning. A week and a half ago, I got a letter saying that I needed to send in my drivers license to verify my identity. I did that the same day and the profile page said "Verification in progress". Today it says "couldn't verify identity". I click "verify now" and it beings me to a "sorry, we couldn't find that page" screen. What's going on?

[11:15:51 am]: CALLER Why are we having so much trouble verifying the identity of someone who has never changed names or used an alias, has lived in the same state since 1996 and the same address for more than 8 years?

[11:17:52 am]: Travis We apologize for any technical difficulties you may be experiencing as you use HealthCare.gov. We know this can be frustrating, and we're working around the clock to improve HealthCare.gov and to make sure your experience with it is a positive one.

[11:18:14 am]: CALLER Oh, and the state that I live in keeps disappearing from my profile. I have put in my state five times and every time it says "success!" but then a few days later it's forgotten the state I live in.

[11:18:41 am]: CALLER Can you help me get this verified?

[11:20:37 am]: Travis Yes you can call The Experian help desk is open Monday through Friday from 8:30 a.m. to 10:00 p.m., Saturday from 10:00 a.m. to 8:00 p.m., and Sunday from 11:00 a.m. to 8:00 p.m., Eastern Standard Time, but make sure you or the caller has a reference ID number generated by the application. If the reference ID number is from an application from the FFM Marketplace (i.e, 1967646 + xxxx), continue to assist the consumer.

[11:21:21 am]: CALLER The web site won't give me a reference number. I click verify now and it beings up a page that says "we can't fund that page on healthcare.gov"

[11:21:34 am]: CALLER can you help me get that reference number please?

[11:22:21 am]: Travis consumer log on to HealthCare.gov -On the RIGHT hand side, click on “Application Coverage” -Click on My Profile, (which is the icon of a person (like the one for friends on Facebook)) -There it will say the name of the consumer… -It will also say whether or not the identity was verified… -If it has NOT been verified, there will be a yellow box with a reference code available, starting with 1 and then 9 and so forth.

[11:23:35 am]: CALLER I have done that, and there is no yellow box. the following notice appears

[11:23:36 am]: CALLER Sorry, we can't find that page on HealthCare.gov

We've recently reorganized our site, and that may explain it. It's also possible that you typed the address incorrectly. Please include the reference ID below if you wish to contact us at 1-800-318-2596 for support.

Error from: https%3A//www.healthcare.gov/marketplace/auth//en_US/myAccount%3Ffrom%3DmyProfile%23IDProofingGetStarted Reference ID: 0.xxxxxxxx.xxxxxxxxx.xxxxxx.xxxxxx

[11:23:56 am]: CALLER how do I get this reference number?

[11:27:02 am]: Travis Unfortunately the problem you are having is associated with the glitches on HealthCare.gov. You will receive a notification when the glitches get fixed or you can keep on trying to access the link.

[11:27:10 am]: CALLER Okay, so let me make sure I understand this: No one knows what's wrong, there is no time table for fixing this, and there is no one that can help me. Is this all correct?

[11:27:38 am]: Travis You can reach us toll free at 1-800-318-2596. A live agent will be able to start the application for you or you can ask the agent send you a paper application.

[11:28:01 am]: CALLER I'll try calling that number, but is the information I just sent you all correct?

[11:28:53 am]: Travis Unfortunately there is no time frame to answer your question. The IT department is working on fixing all the glitches on the website, and the live agent can help you get the application started and completed.

[11:29:39 am]: CALLER At the risk of being combative, why was this web site activated when it was not ready to be used?

[11:29:55 am]: CALLER I mean, I've been at this for 24 days today.

[11:35:48 am]: 'Travis' has left the chat session.

[Eva]

I read in the WSJ this morning that the various tech guys are starting to point fingers at each other and the problem that is at the root of the problem is supposed to be the government demand that the identity of each person be confirmed before prices will be revealed. They now claim that the Obama administration has lifted that requirement.

So, now, everyone hit the internet and see if that is true.

[novemberslady]

bkmk

[JoeProBono]

[steve86]

It’s true but hardly makes a difference because there are so many other problems.

[Col Frank Slade]

Everyone log onto the homepage and jamm it up so bad they have to completely shut it down.

Just need a few hundred volunteers - lol

[PoloSec]

I was expecting Travis to say, you know, you might have a computer virus, or have you turned your computer off and on again, are you logged in etc...

[relictele]

I hesitate to recommend it but a Denial Of Service attack (DOS) would have the perfect cover story i.e. already-extant bottlenecks at the site.

In practical terms, a sustained DOS attack would guarantee that any progress (assuming it exists) on fixing the site could not be demonstrated or implemented. This would also preclude any political grandstanding and attempt at media spin.

Not that I’m suggesting anything illegal or unethical, of course.....

[novemberslady]

I was expecting Travis to say, you know, you might have a computer virus, or have you turned your computer off and on again, are you logged in etc...

Very good
:)

[Mean Daddy]

Gubmint efficiency at its best.

[Mygirlsmom]

“Travis” is actually a less competent version of Siri.

[musicman]

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[Political Junkie Too]

Sounds like you were chatting with a bot.

-PJ