topic Why did my credentials stop working? in My Account/Billing

Why did my credentials stop working?

amaxwitat — Thu, 10 Aug 2023 08:54:29 GMT

Woke up this morning to no internet.

Rang Plusnet -> line check came back OK.

Noticed I was unable to log into my Plusnet account online with the credentials I've been using for years - neither my username nor my associated email address worked.

Plusnet agent reset my password and I was able to log into my account on the website using the part of my username before the @plusdsl.net and my new password. I still cannot log into the website with my email address, which was still working only last week. The same email address is also showing in my account details.

Plusnet agent advised to reconfigure credentials in router to the same credentials I used to log into the website. Tried that - did not work. Changed username in the router config to xxxx@plusdsl.net, and then it finally worked with the new password.

I really want to update my password from the one that was given to me by the Plusnet agent but I'm worried now that the reset will fail.

What happened, Plusnet????

Re: Why did my credentials stop working?

Anonymous — Thu, 10 Aug 2023 09:57:24 GMT

@amaxwitat wrote:

I really want to update my password from the one that was given to me by the Plusnet agent but I'm worried now that the reset will fail.

Try this - https://www.plus.net/member-centre/forgot-password/

Re: Why did my credentials stop working?

amaxwitat — Thu, 10 Aug 2023 10:04:37 GMT

Thanks. I know I can follow the forgot password flow. I want to understand why my credentials were reset (without my doing) in the first instance before initiating another reset...

Re: Why did my credentials stop working?

Anonymous — Thu, 10 Aug 2023 10:11:22 GMT

Yes, that is worrying that the login password randomly changed, and that does need to be explained.

Have you sold or given away an old Plusnet router that might of had your account details still associated with it ?

In case you still want to change password I found a better link (than forgotten password) inside the Member Centre - https://portal.plus.net/my.html?action=change_password&s=0

Re: Why did my credentials stop working?

amaxwitat — Thu, 10 Aug 2023 10:28:30 GMT

Have you sold or given away an old Plusnet router that might of had your account details still associated with it?

Nope...