topic Re: Unable to log into member services in Everything else

Unable to log into member services

tdliedtke — Fri, 17 Feb 2023 10:56:41 GMT

When I try and access the accounts or support section of the Plusnet site I get this in Firefox:

Secure Connection Failed

An error occurred during a connection to www.plus.net. PR_CONNECT_RESET_ERROR

Error code: PR_CONNECT_RESET_ERROR

The page you are trying to view cannot be shown because the authenticity of the received data could not be verified.
Please contact the web site owners to inform them of this problem.

Learn more…

and this in Edge:

Hmmm… can't reach this page

The connection was reset.

Re: Unable to log into member services

SammyM — Fri, 17 Feb 2023 16:24:58 GMT

Hiya @tdliedtke

I'm really sorry this is happening, have you tried it on a none secure connection page? or alternative browser?

Re: Unable to log into member services

tdliedtke — Sat, 18 Feb 2023 09:26:37 GMT

I can get to the community pages fine. The same happens with Edge and Chrome.However, I have found that the issue only happens when I am using my Nord VPN connection.

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 09:52:56 GMT

Probably because the IP is recognised as non-UK, and Plusnet only operates in the UK?

Re: Unable to log into member services

tdliedtke — Sat, 18 Feb 2023 11:06:07 GMT

I am connecting to the UK servers. Other geo specific services like BBC iPlayer are working fine. Access to Plusnet community (like this forum) are working fine too.

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 11:18:09 GMT

But those 'servers' will see a non-UK IP, and in the case of the Plusnet ones, they will reject the request, as they will see an attempt by a non-authorised connection. TBH, I'm surprised iPlayer works, but can't comment as I don't use it.

EDIT: Actually, even if you get a 'UK' address from NORD, it will not be one on the Plusnet range, so for obvious security reasons, will still be rejected - still seen as not a valid IP, for the purposes of accessing those specific functions.

Re: Unable to log into member services

tdliedtke — Sat, 18 Feb 2023 11:36:20 GMT

Thank you for your explanation.

I will just have to terminate my VPN when I need to access these services. This issue however has only come up fairly recently.

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 11:40:21 GMT

Purely out of curiosity, why do you use a VPN for normal surfing?

Re: Unable to log into member services

Dan_the_Van — Sat, 18 Feb 2023 11:49:01 GMT

@jab1

I am not user you're correct you need a plusnet IP address to use the members centre, I can use Vodafone mobile data and Windscribe VPN with no issues

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 11:53:19 GMT

OK, @Dan_the_Van . Thinking about this more logically, I am slightly wrong - apologies. I should have realised that i (on a Zen IP) can access them, I suspect it is because the NORD VPN will be routing outside the UK.

Re: Unable to log into member services

Dan_the_Van — Sat, 18 Feb 2023 11:59:11 GMT

@jab1

Everything is hidden behind the VPN public IP address, that's the point of using the likes of nordVPN or alike.

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 12:03:46 GMT

I know that, Dan, but, and I am only surmising here, the routing takes the connection outside the UK, and maybe security has been upgraded, so that connections via a 'foreign' route are rejected?

Re: Unable to log into member services

Dan_the_Van — Sat, 18 Feb 2023 12:14:03 GMT

It pays not to surmise when it comes to networks and how stuff connects.

Re: Unable to log into member services

jab1 — Sat, 18 Feb 2023 12:16:36 GMT

OK, but I think I may be (possibly) half right. May try myself later, if I remember.

Re: Unable to log into member services

tdliedtke — Sun, 19 Feb 2023 09:01:18 GMT

Well, I checked again this morning and all is back to normal. I can now access the account area etc again with my VPN up. As far as I am aware nothing has changed at my end.

Re: Unable to log into member services

RPMozley — Sun, 19 Feb 2023 21:58:28 GMT

This is most likely due to a bad IP reputation. Next time you connected you probably got a different IP.

Re: Unable to log into member services

Mav — Mon, 20 Feb 2023 12:12:07 GMT

I just thought I'd check using Windscribe both using a non and UK IP and my log in request failed both times with the password not being recognised.

Re: Unable to log into member services

jab1 — Mon, 20 Feb 2023 12:15:27 GMT

Same response here, @Mav - although I use Nord VPN.

Re: Unable to log into member services

Dan_the_Van — Mon, 20 Feb 2023 13:01:32 GMT

Well that's odd I have logged on with no issues using windscribe with a UK server 84.17.50.194 and US server 68.235.33.136 with no issues.

I am using the Windscribe app rather than a browser plugin

HTH

Edit: if required I could install windscribe on one of my reference linux system rather than using windows

Re: Unable to log into member services

Mav — Mon, 20 Feb 2023 14:23:01 GMT

My above tests were using the Firefox browser plugin .

I just tried using the app with the same result. All tests done on my PC.