FFE Review Update

Thanks for all the great responses to my observations from this week!

I wanted to provide an update on how much of the site is working for me now – there’s been a couple steps forward and a couple back but net net, I can get much further in the process.  Here’s where I am:

I was finally able to get a login prompt this afternoon and when I entered my username and password it told me that my password didn’t match.  No worries, I will click the “Forgot Password” button.  So I did and sure enough, in less than a minute, a reset password email was in my inbox with a link to follow.  

Clicking on the link, my anticipation of viewing my insurance options swelled as the song “Ride of the Valkyries” played in my head.  Then I got an error message – doh!

Now “Ride of the Valkyries” was replaced with the sound-bite from Whammie! when the Whammie comes out and gets you…my hopes have been dashed against the rocks of despair.

No worries yet though, I see a potentially helpful link labeled, live chat.  Here’s how that went. 

[1:19:43 pm]: Thanks for contacting Health Insurance Marketplace Live Chat. Please wait while we connect you to someone who can help.
[1:19:50 pm]:  Please be patient while we’re helping other people.
[1:20:20 pm]:  Please be patient while we’re helping other people.
[1:20:51 pm]:  Please be patient while we’re helping other people.
[1:21:24 pm]:  Please be patient while we’re helping other people.
[1:21:55 pm]:  Please be patient while we’re helping other people.
[1:22:26 pm]:  Please be patient while we’re helping other people.
[1:22:58 pm]:  Please be patient while we’re helping other people.
[1:23:30 pm]:  Please be patient while we’re helping other people.
[1:24:01 pm]:  Please be patient while we’re helping other people.
[1:24:33 pm]:  Please be patient while we’re helping other people.
[1:25:04 pm]:  Please be patient while we’re helping other people.
[1:25:37 pm]:  Please be patient while we’re helping other people.
[1:26:07 pm]:  Please be patient while we’re helping other people.
[1:26:38 pm]:  Please be patient while we’re helping other people.
[1:27:09 pm]:  Please be patient while we’re helping other people.
[1:27:41 pm]:  Please be patient while we’re helping other people.
[1:28:00 pm]: Welcome! You’re now connected to Health Insurance Marketplace Live Chat.

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

[1:28:15 pm]: Jocelyn
To start with, may I ask what state you are in?
[1:28:25 pm]: Ernest
Arizona
[1:29:02 pm]: Jocelyn
Thank you. How may I assist you today?
[1:29:10 pm]: Ernest
I tried logging in and I finally got a login prompt and it says my password doesn’t match – so I hit forgot password and I got the email with the link to reset the password and it tells me that it can’t find my profile – so I tried to set my account up again and it tells me that the username already exists…please help.
[1:30:05 pm]: Jocelyn
I am sorry about the technical issues.
[1:30:27 pm]: Jocelyn
ks for your interest in the Health Insurance Marketplace. We have a lot of visitors trying to use our website right now. That is causing some glitches for some people trying to create accounts or log in. Keep trying, and thanks for your patience. You might have better success during off-peak hours, like later at night or early in the morning. We’ll continue working to improve the site so you can get covered!
[1:30:33 pm]: Jocelyn
Do you have any other questions that I can help you with?
[1:31:11 pm]: Ernest
So I should just keep trying until I get in? There’s nothing you can do to help with my profile problem?
[1:31:22 pm]: Ernest
Should I try setting up a new account with a different username?>
[1:32:04 pm]: Jocelyn
Please try back in a day or two.
[1:32:15 pm]: Jocelyn
I apologize for the inconvenience.
[1:32:15 pm]: Ernest
Ok – thanks!

So it’s been four days now with no luck and the live chat window that said “Chat with someone who can help” provided me with someone who could not help and the wonderful technical support answer of “Please try back in a day or two.”

I wonder at what point this helpful little countdown message will be removed from the healthcare.gov website?


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