481485 - payxpress.timewarnercable.com - Cant log in to pay my bill at Time Warner's bill pay site

Status: RESOLVED WORKSFORME

(Tech Evangelism Graveyard :: English US, defect)

Description

[sd]

User-Agent:       Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.5; en-US; rv:1.9.2a1pre) Gecko/20090304 Minefield/3.2a1pre
Build Identifier: Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.5; en-US; rv:1.9.2a1pre) Gecko/20090304 Minefield/3.2a1pre

When I try to login at the bill pay site for Time Warner, it does not work. It says browser error!

Reproducible: Always

Steps to Reproduce:
1. Go to http://www.timewarnercable.com/
2. Click on the "Pay my bill" button in the top right
3. Type my zip code (San Diego) 92126
4. It will then show that the browser is not supported
Actual Results:  
Showed this: 

Your browser is not supported at this time.

Browser identifier: mozsea
Browser version: 1.9.2
Browser major version: 1
Browser minor version: 9.2
Browser engine: gecko
Browser engine version: 20090304
Full user agent string: mozilla/5.0 (macintosh; u; intel mac os x 10.5; en-us; rv:1.9.2a1pre) gecko/20090304 minefield/3.2a1pre
Operating system identifier: macosx
Operating system version: unknown
Is Flash installed? Yes
Flash version: 9
Are popups allowed for this site? Yes
Newest version of Javascript supported by this browser? 1.8


Supported Browsers:

name: msie; minimum version: 6.0; maximum version: 7.0
name: firefox; minimum version: 2.0
name: mozilla; minimum version: 2.0
name: safari; minimum version: 3.0

Comment 1

[Ria Klaassen (not reading all bugmail)]

Yeah, this is probably a matter of wrong browser detection. It should sniff for gecko because this is the engine firefox is using, or even better, remove the detection. Nearly nobody surfs with an ancient browser so detection is only causing extra trouble if you don't do it in the right way.

Comment 2

[Ria Klaassen (not reading all bugmail)]

A trick to go around this is to change the value of general.useragent.extra.firefox to Firefox/3.0.6 (because it is sniffing for this word). See http://kb.mozillazine.org/About:config

Comment 3

[Chris Lawson (gone)]

Reporter, please send a letter to Time Warner:

http://www.mozilla.org/projects/tech-evangelism/site/procedures.html#contacting

Once you've done that, please let us know if you have any luck getting them to listen to you.

Comment 4

[sd]

Yep, changed the useragent option and it worked find. Thanks for that work-around. That will do. Thanks.

Comment 5

[Chris Lawson (gone)]

I'll say it again: please contact T-W and complain. This sort of practise is unacceptable, and they should not be doing it.

Comment 6

[sd]

Go ahead and mail them a letter then! You dont need to order me around. I dont even use stamps anymore and I sure as hell am not going to buy a $6 roll of stamps and make a run to the post office for it. I reported it here and that is more than most do.

Comment 7

[Chris Lawson (gone)]

I'm not a T-W customer, so my voice is likely to be ignored.

You, on the other hand, are a T-W customer, and presumably will be listened to (via e-mail, via phone, whatever) more than non-customers would be. It doesn't have to be a physical letter, just SOMETHING.

Comment 8

[Bob Clary [:bc] (inactive)]

sd, no one was ordering you around. Chris was just asking that you help us make this problem a thing of the past. Customer complaints get more traction than an unsolicited comment from us. The more the better.

Comment 9

[Rich Gray (:rbgray)]

I am a TWC customer and intend to follow up on this, bug 342776 and the fact that the TWC main page seems not to work in SeaMonkey 1.1.5, but does work if I spoof FF.  (I'll be filing a new bug for that.)  

When I enter http://www.timewarnercable.com, I get redirected to
http://www.timewarnercable.com/dayton/?divhome=1.

I click on "Pay your bill" and wind up at
http://www.timewarnercable.com/dayton/services/default.html

I click on "Pay your bill", "View Statements" or "Paperless Billing", 
I get a login/register page:
https://payxpress.timewarnercable.com/swohio/Controller/Go?Event=LOGON:DISPLAY_LOGON&pageLanguage=en


SD, I can't go any further without registering, but I'm curious if these
pages match what you see. (TWC apparently refreshed their web pages recently.)
I'll try to follow up further on these issues.

Comment 10

[Rich Gray (:rbgray)]

Mozilla/5.0 (Macintosh; U; Intel Mac OS X; en-US; rv:1.8.1.21) Gecko/20090303 SeaMonkey/1.1.15
Mozilla/5.0 (Macintosh; U; Intel Mac OS X 10.5; en-US; rv:1.9.1b3pre) Gecko/20090223 SeaMonkey/2.0a3

I went to https://payxpress.timewarnercable.com/swohio/index.html, registered using SM 1.1.5 and navigated around in both 1.1.5 and 2.0a3, doing everthing but actually paying a bill with no problem.  WFM.  So again, SD, does TWC in San Diego now have Payexpress?  If so, we should be able to resolve this bug WFM.


Interesting to note the following from the sign-up:

6. Minimum Technical Requirements. To electronically access and retain the Required Legal Information described in this consent, you will need to have a personal computer and operating system software that will support operation of the following software requirements:

Web browsers:
Internet Explorer 6.0 or higher; or
Firefox 2.0 or higher.
Browser must have JavaScript and cookies enabled

Other software:
Adobe Reader 7.0.8 or higher

Comment 11

[Rich Gray (:rbgray)]

The OP has not responded, it seems clear that TWC has switched to a new pages for bill payment and those pages seem to work, so I think this one should be resolved WFM.  The OP can re-open if there is still a failure case for TWC's payment pages.

As an aside, TWC also seems to have fixed the bug in the navigation bar of their new and improved site so that they work with SeaMonkey now.  No spoofing required.