Account Verification
Support agents verify identity using the account number plus one of: the last four digits of the payment method on file, the account PIN, or a one-time code sent to the email or phone number on file.
NovaNet staff will never ask for:
- A full password
- A full credit card number
- A one-time code that was sent for a different purpose
Customers should refuse any such request and report it (see Phishing below).
Password and PIN Resets
Password resets are self-service only, via the "Forgot password" link on the portal login page. Support agents cannot see, set, or change passwords. Account PINs can be reset by a support agent only after full identity verification.
Phishing and Scam Reporting
Suspected phishing emails, texts, or calls impersonating NovaNet should be forwarded to phishing@novanet.example. Customers who already shared credentials with a suspected scammer should immediately reset their password and contact support to add a temporary security hold to the account.
Customer Data
NovaNet collects service and usage data needed to operate the network (connection logs, bandwidth usage, device counts). NovaNet does not sell customer browsing history to third parties. Customers can request a copy of their personal data, or request deletion of data not required for billing/legal retention, by emailing privacy@novanet.example. Requests are fulfilled within 30 days.
Wi-Fi Security Recommendations
The NovaNet router ships with WPA3 enabled and a unique password printed on the underside label. NovaNet recommends changing the default Wi-Fi password after setup and keeping router firmware auto-updates enabled (they are on by default).