Why did the VA (DMDC LOGIN) accept a flawed login system which will not accept international numbers?

SGM Mikel Dawson — Thu, 02 Mar 2023 22:22:20 -0500

It is great the VA is doing something. I just wish the VA would do something about their locking me out of checking on my claims and such. Ever since the new security login wis set in place, I am locked out as the DMDC LOGIN will not accept international phone number. I live in Denmark and am now unable to access my account.
I made the 800 call, which is not free from here, sat on hold for an hour before talking to a human. The lady I talked with was very good. She tried and tried to get the system to accept my number but no go. I was then transferred to her supervisor who then informed me their new system would only accept a few selected international numbers, mine was not included. She then told me they knew the system was flawed when they put it into action. I could get a Google number (Google number does not support Denmark, NG), or I could buy a Skype number. I asked her why should I provide a band-aid for their broken system? I then told her I retired as a SGM from the Army and money was not the issue. The issue is their broken system. What about the lower enlisted guy who didn't retire who doesn't have that much money, why should he be forced to band-aid their system? I then informed her if I had done my job as a SGM the way they are doing their job, I would have had my ass handed to me, probably demoted and given the boot. I then proceeded to tell her I was going to start a Congressional Investigation. She now backed up and ask who I was going to name ? I told her I have your name, your supervisor's name and these calls are recorded so just wait and find out.
Just so you know. Yes I know there are several choices to login - I have tried them all. All of them end up coming back to the DMDC verification using my telephone number which they will not support. Believe me, I have tried all the options available, none work.
Get this, I can log in to the Social Security site, check my account after they started their new double security login. I can login to a site in Idaho and order my new Idaho driver's license, but not the VA site. WHY? Yes all systems are different, so the supervisor at DMDC told me, to which I told her their system was wrong, bad and flawed.
I am hoping the VA is following this site, looking at posts and not just posting stuff here to make us think they care. Yes the VA does a fairly good job, but to not think about OCONUS VETS, is a FUBAR. I challenge anyone from the VA to get in gear, make the DMDC get their login squared away so us OCONUS vets are not left out.

Response by SGM Mikel Dawson made Mar 3 at 2023 7:12 AM

SGM Mikel Dawson — Fri, 03 Mar 2023 07:12:40 -0500

This didn't post. Here is the link to the Chairman of the Senate Veterans Affairs Committee. Give him a write: https://www.veterans.senate.gov/chairman

Chairman

Response by COL Randall C. made Mar 3 at 2023 7:31 AM

COL Randall C. — Fri, 03 Mar 2023 07:31:55 -0500

SGM Mikel Dawson did you check out Sonetel? I know it's not a free solution (runs a couple of dollars a month), but as I mentioned before, everything on their website states that it WILL forward calls to numbers in Denmark.

Is it a perfect solution? No. But at least it seems to be a viable workaround that even PFC Snuffy can use until DMDC gets their act together.

Response by CPT Lawrence Cable made Mar 3 at 2023 10:39 AM

CPT Lawrence Cable — Fri, 03 Mar 2023 10:39:47 -0500

I access VA with Real ID, which works with SSA also. Have you tried that route?

Response by MSG Thomas Currie made Mar 3 at 2023 3:00 PM

MSG Thomas Currie — Fri, 03 Mar 2023 15:00:08 -0500

Wow! What a shock! The VA actually adopted a system that doesn't work for less than 1% of veterans! Guess what, Sergeant Major? Most of their systems don't work for far more people. In fact, many of their systems just plain don't work at all.

I'm sure you felt better blasting the nice lady who tried to help you and her supervisor, but neither of them had anything to do with creating the problem and there is absolutely nothing that either of them can do to solve it.

Response by CSM Private RallyPoint Member made Mar 5 at 2023 12:14 PM

CSM Private RallyPoint Member — Sun, 05 Mar 2023 12:14:44 -0500

They have an app for that.

Response by SFC Paul Jowers made Jun 23 at 2023 3:10 AM

SFC Paul Jowers — Fri, 23 Jun 2023 03:10:05 -0400

I agree 100%!!

Response by CSM Bryan Seale made May 28 at 2025 6:56 PM

CSM Bryan Seale — Wed, 28 May 2025 18:56:55 -0400

Is DMDC a DOD facility?

Response by MSG Thomas Currie made May 29 at 2025 5:05 PM

MSG Thomas Currie — Thu, 29 May 2025 17:05:17 -0400

The VA always contracts out development of all their new or updated computer systems (as do almost all government agencies). Then they consistently accept flawed results even when they know the systems are flawed. Sometimes it is because the top people responsible are more interested in getting awards and promotions for the achievement of being "on time and within budget," sometimes it is because there simply isn't time or money to get the system working properly, often it is due to the combination of both factors having come about because the Statement Of Work for the contract was itself badly flawed.

Just like other contracted work, the contractor only needs to meet what is explicitly stated in the Statement Of Work. Anything that wasn't absolutely explicit in the SOW is considered a modification of the contract - which the government has to pay extra for - and the contractor can generally demand whatever price they want for the modification because there isn't anyone else to do the work.

BTSSS finally works reasonably well (for most users), but early on it was a disaster, both due to poor software and because it needed data from other VA systems that some VA operations simply weren't bothering to use because those systems weren't essential to THEIR operations. According to the Job Aid provided by VA, BTSSS still doesn't work well (if at all) for some handicapped veterans who need to use the VA's JAWS tools that are supposed to accommodate their handicaps.

Response by SrA Cecelia Eareckson made May 30 at 2025 6:59 PM

SrA Cecelia Eareckson — Fri, 30 May 2025 18:59:23 -0400

Because VA employees are Luddites. My VAMC phone systems tells me explicitly to enter a hashtag after my eight digit date of birth. There's plenty more, but that serves as an example.
My struggle is not giving any phone number, as VA employees will call at all hours of the day and night. My PACT team at my CBOC has been told they may not use e-mail, which is my preferred form of communication. It could probably be the basis for legal action, but what else is new at the VA.

Response by Lawrence Wise made May 31 at 2025 12:56 AM

Lawrence Wise — Sat, 31 May 2025 00:56:32 -0400

That's good to know. https://www.felinesounds.com

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