topic Re: logging in. in My Account/Billing

logging in.

karlgixer — Mon, 14 Feb 2022 20:03:12 GMT

Are Plusnet having problems?

I went to log into my broadband online account and it says user or password wrong.

So i asked to reset password.

Got link to reset via email.

And no matter what i put into my password it says Password does not meet requirements.

I have checked double checked and checked again,

I am following all Password requirements but it wont let me set a new password.

Re: logging in.

jab1 — Mon, 14 Feb 2022 20:10:36 GMT

Not so far as I can tell - just logged in to my account with no problem.

Re: logging in.

karlgixer — Mon, 14 Feb 2022 20:13:27 GMT

I have user and password saver on my laptop but now it saying user or password wrong.

I can log into mobile account no problem

Re: logging in.

jab1 — Mon, 14 Feb 2022 20:16:34 GMT

Can't really help, then, sorry.

Re: logging in.

karlgixer — Mon, 14 Feb 2022 20:25:04 GMT

This is what i am getting see attachment.

Dont worry these are not my passwords lol.

Re: logging in.

jab1 — Mon, 14 Feb 2022 20:34:23 GMT

That is, I think, the correct window for password changes - difficult to say for certain as I never had to do it in the 9+ years I was with PN, and I'm now with another ISP, so can't check.

Which browser and password manager are you using?

Re: logging in.

karlgixer — Mon, 14 Feb 2022 20:40:35 GMT

Its built into Brave Shields

Re: logging in.

jab1 — Mon, 14 Feb 2022 20:43:16 GMT

Ah - not something I am familiar with. Can you see what the manager says it contains?

Re: logging in.

karlgixer — Mon, 14 Feb 2022 20:46:13 GMT

Yes but when i enter the password it say wrong password. I am slowly getting peed off with plusnet now, its seems to be one thing after another of late

Re: logging in.

jab1 — Mon, 14 Feb 2022 20:48:34 GMT

So, does the password manager contain your 'new' or 'old' password, and does it not autofill for you?

Re: logging in.

karlgixer — Mon, 14 Feb 2022 21:03:00 GMT

Yes it auto fills.

It holds the old password until i update then it asks me to update.

But today all of a sudden on the plusnet broadband log in page when i enter pass and it auto fills like it has done for years.

Now all of a sudden after auto fill it says wrong user or password.

I know its not my auto saver its a plusnet problem

The problem is not with the saver its with plusnet web page saying the new password does not meet criteria

even though i know it does.

Re: logging in.

jab1 — Mon, 14 Feb 2022 21:05:18 GMT

I get where you are coming from, but like you, I'm only a Community member. I suggest you wait until tomorrow and call Plusnet, explaining your problem.

It is also possible a Help Team member will pick this up for you, but it may take a while.

Re: logging in.

karlgixer — Mon, 14 Feb 2022 21:40:48 GMT

All sorted. It looks like for some reason the new password generator at plusnet site will not allow the @ symble.

As changed the @ to an = and new password and i logged straight in.

Re: logging in.

jab1 — Mon, 14 Feb 2022 21:45:03 GMT

Ah - OK, I wouldn't know about that, although somewhere in the back of my mind I seem to recall that some 'special' characters were not allowed, and I can see why the '@' might be amongst them as it does have a specific function with regards to account creation.

Re: logging in.

karlgixer — Mon, 14 Feb 2022 21:50:11 GMT

I have had the @ symbol in my password since day 1 of my plusnet account. It would be nice if they would have let customers know about the change instead of trying to find out a work around our self's.

Another reason why i think plusnet are slowly sliding down that slippery slope.