TengoInternet recently discovered an incident that may affect the security of personal information of our customers.  We take this incident very seriously, and we have been working diligently, with the assistance of third-party forensic investigators, to determine the full nature and scope of this incident. We are taking additional actions to strengthen the security of our systems moving forward.  TengoInternet is also contacting the appropriate state regulators regarding this incident.

What Happened?  On September 23, 2018, TengoInternet received evidence indicating an anonymous individual had accessed our database of consumer usernames and passwords for TengoInternet accounts, without authorization, in or prior to April 2018. We had previously received similar communications from the same anonymous individual in April 2018; however, an investigation at that time, conducted with the assistance of an outside forensic investigator, determined the claims were not credible. While our investigation is ongoing, we have no confirmation of any actual or attempted fraudulent misuse of consumer information resulting from this incident.

What Information Was Involved?  The information in our consumer database contains our consumers’ names, email addresses, mailing addresses, and/or TengoInternet service usernames and passwords necessary to access the service. No payment card or other financial information was contained in our consumer database.

How will individuals know if they are affected by this incident?   TengoInternet is emailing notice letters to the individuals whose personal information may have been accessed or acquired by the unauthorized actor. If an individual did not receive notice but would like to know if they are affected, they may call the hotline listed below.

What We Are Doing.  Information privacy and security are among our highest priorities, and we take this incident seriously. Upon learning of this incident, we quickly took steps to determine how the information may have been accessed and took steps to prevent further unauthorized access or incidents. We disabled inactive accounts and implemented a procedure to require password changes for all remaining accounts.  As part of our ongoing commitment to the security of personal information in our care, we are also working to review our existing information security procedures and to implement additional safeguards to further secure the information on our systems. We have also notified federal law enforcement.

What You Can Do.  Although we have no confirmation of any actual or attempted fraudulent misuse of your information, we are instructing all customers to promptly change the passwords to their TengoInternet accounts if they have not done so in the last 30 days.  If you have not used TengoInternet’s services since prior to January 1, 2017, then your account has already been disabled, and you do not need to take any action with respect to your TengoInternet account. Whether or not your TengoInternet account is active, you should change the password(s) for all other online accounts for which you use the same or similar username and password, or the same or similar email address and password. However, please also review the additional Steps You Can Take to Protect Your Information, below, for additional resources you may use to protect your information.

For More Information. We recognize that individuals may have questions, and we are here to provide assistance. Individuals can reach our dedicated assistance line at 1-800-637-1065 (toll free), Monday through Friday, 7:00 a.m. to 7:00 p.m., CST. Individuals may also write to us at 3300 North Interstate Highway 35, Suite 600, Austin, TX 78705.


Steps to Take to Protect Your Information

Monitor Your Accounts.

Although we have no reason to believe any financial information of our customers was impacted by this incident, we encourage you to remain vigilant, to review your account statements, and to monitor your credit reports for suspicious activity to help protect against possible identity theft or other financial loss.  

Credit Reports. Under U.S. law, you are entitled to one free credit report annually from each of the three major credit reporting bureaus.  If you would like to order your free credit report, visit or call, toll-free, 1-877-322-8228.  You may also contact the three major credit bureaus directly to request a free copy of your credit report.

Security Freeze. Although TengoInternet does not ask for, or collect or maintain in any way, Social Security numbers for our customers, we advise you that you have the right to place a “security freeze” on your credit report, which will prohibit a consumer reporting agency from releasing information in your credit report without your express authorization.  The security freeze is designed to prevent credit, loans, and services from being approved in your name without your consent. However, you should be aware that using a security freeze to take control over who gets access to the personal and financial information in your credit report may delay, interfere with, or prohibit the timely approval of any subsequent request or application you make regarding a new loan, credit, mortgage, or any other account involving the extension of credit.  Pursuant to federal law, you cannot be charged to place or lift a security freeze on your credit report. Should you wish to place a security freeze, please contact the major consumer reporting agencies listed below:


PO Box 9554

Allen, TX 75013



P.O. Box 2000

Chester, PA 19016



PO Box 105788

Atlanta, GA 30348-5788


In order to request a security freeze, you will need to supply the following information:

  1. Your full name (including middle initial as well as Jr., Sr., II, III, etc.);
  2. Social Security number;
  3. Date of birth;
  4. If you have moved in the past five (5) years, provide the addresses where you have lived over the prior five years;
  5. Proof of current address, such as a current utility bill or telephone bill;
  6. A legible photocopy of a government-issued identification card (state driver’s license or ID card, military identification, etc.);
  7. If you are a victim of identity theft, include a copy of either the police report, investigative report, or complaint to a law enforcement agency concerning identity theft.

To remove the security freeze, you must send a written request to each of the three credit bureaus by mail and include proper identification (name, address, and social security number) and the PIN number or password provided to you when you placed the security freeze.  The credit bureaus have three (3) business days after receiving your request to remove the security freeze.

As an alternative to a security freeze, you have the right to place an initial or extended “fraud alert” on your file at no cost.  An initial fraud alert is a 1-year alert that is placed on a consumer’s credit file. Upon seeing a fraud alert display on a consumer’s credit file, a business is required to take steps to verify the consumer’s identity before extending new credit.  If you are a victim of identity theft, you are entitled to an extended fraud alert, which is a fraud alert lasting seven years. Should you wish to place a fraud alert, please contact any one of the agencies listed below:


P.O. Box 2002

Allen, TX 75013



P.O. Box 2000

Chester, PA 19106



P.O. Box 105069

Atlanta, GA 30348


Additional Information. You can further educate yourself regarding identity theft, and the steps you can take to protect yourself, by contacting your state Attorney General or the Federal Trade Commission.  The Federal Trade Commission also encourages those who discover that their information has been misused to file a complaint with them. The Federal Trade Commission can be reached at: 600 Pennsylvania Avenue, NW, Washington, DC 20580;; 1-877-ID-THEFT (1-877-438-4338); and TTY: 1-866-653-4261.  Instances of known or suspected identity theft should be reported to law enforcement, your state Attorney General, and the FTC. You can also further educate yourself about placing a fraud alert or security freeze on your credit file by contacting the FTC or your state’s Attorney General.  This notice has not been delayed by law enforcement.   For Rhode Island Residents: The Rhode Island Attorney General can be reached at: 150 South Main Street, Providence, Rhode Island 02903,, 1-401-247-4400. Under Rhode Island law, you have the right to obtain any police report filed in regard to this incident.  The number of Rhode Island residents impacted by this event is unable to be determined.