topic Re: FTP access error in Everything else

FTP access error

kissinuk — Sun, 03 Dec 2023 11:36:33 GMT

Hi,

I'm getting a 530 Login incorrect error when I try to connect to FTP. I'm using ftp.plus.net with my main user name and password.

Is anyone able to have a look for me please, or is there any web file access I can use instead? It used to work fine but I haven't tried for a long time.

Re: FTP access error

kissinuk — Tue, 05 Dec 2023 16:56:23 GMT

Hi, is anyone from Plusnet able to help with this please? I did ask the support team on Twitter but they told me it needed to be raised here instead!

Surely I don't need to phone up just to get ftp access to my files?

Re: FTP access error

Champnet — Tue, 05 Dec 2023 18:29:07 GMT

Your are just using your username ? I.E fsmith not fsmith@plus.net or other.

Re: FTP access error

kissinuk — Tue, 05 Dec 2023 18:33:42 GMT

Yep, just using my username. I still have all the settings stored in an ftp application from ages ago. The only change since then is my password.

Looks like there have been similar issues raised on here in the past and someone from PN had to fix.

Re: FTP access error

Champnet — Tue, 05 Dec 2023 19:02:55 GMT

If using a windows machine try :

At C:\ prompt type ftp

ftp> enter "open ftp.plus.net"

user enter "your username"

password: enter "your password"

This should make a connection, if not then the pasword is wrong.

If connected the only command I remember is LS to show files. If advenurous ? will list commands...............

Re: FTP access error

kissinuk — Tue, 05 Dec 2023 19:45:56 GMT

Still the same error, it won't accept my account password:

220 Plus.Net FTP Server #1 ready
200 UTF8 set to on
User (ftp.plus.net:(none)): ****
331 Password required for ****
Password:
530 Login incorrect.
Login failed.

Re: FTP access error

Champnet — Tue, 05 Dec 2023 20:04:47 GMT

OK, any unusual non-alphanumeric characters in your pasword ?

If not then you need a Plusnet member of staff to help, hopefully a mod will rub their magic lamp...............

Re: FTP access error

kissinuk — Tue, 05 Dec 2023 20:08:42 GMT

Yes, there are indeed a couple of special characters, could that be the cause?

Thanks for the help btw!

Re: FTP access error

Champnet — Tue, 05 Dec 2023 20:13:20 GMT

Maybe, try changing it temporarily to something simple.

Re: FTP access error

kissinuk — Tue, 05 Dec 2023 21:14:41 GMT

Looks like the PN password policy enforces a special character anyway, I did simplify but no joy.

If anyone from Plusnet is able to have a look that would be great,

Re: FTP access error

kissinuk — Wed, 06 Dec 2023 21:57:50 GMT

@bobpullen are you able to help with this one please (or know who can)?

Re: FTP access error

MatthewWheeler — Thu, 07 Dec 2023 09:08:51 GMT

Hi @kissinuk

I've raised this to our backend team to look into.

As soon as we know more we'll be in touch

Re: FTP access error

bobpullen — Fri, 08 Dec 2023 10:50:58 GMT

@kissinuk wrote:
@bobpullen are you able to help with this one please (or know who can)?

I've kicked some stuff at this side. Try again later today/this evening and see if you've any more luck.

Re: FTP access error

kissinuk — Fri, 08 Dec 2023 18:46:13 GMT

Thanks for trying Bob, unfortunately it still isn't working. Are there any restrictions on password length or characters for the password? I'm definitely using the right password and I've used by username on it's own.

Status: Resolving address of ftp.plus.net
Status: Connecting to 212.159.9.91:21...
Status: Connection established, waiting for welcome message...
Status: Insecure server, it does not support FTP over TLS.
Command: USER ****
Response: 331 Password required for ****
Command: PASS ****
Response: 530 Login incorrect.
Error: Critical error: Could not connect to server

Re: FTP access error

bobpullen — Sat, 09 Dec 2023 11:55:41 GMT

Is/was there anything uploaded to your webspace that you're bothered about, or could we start from scratch?

Re: FTP access error

kissinuk — Sat, 09 Dec 2023 16:56:18 GMT

Would prefer to have access to what is there already if that's okay. Is there any other way to access the files, e.g via a web portal?

Thanks,

Paul.

Re: FTP access error

bobpullen — Sat, 09 Dec 2023 19:07:03 GMT

No access via web portal. I was considering another potential 'fix' but I'm not confident it would preserve your files so I'll leave things in the hands of the team your issue has been escalated to.

That said, assuming I was looking at the correct account, the service looked to have been completely removed from what I could establish. I put it back and gave it a poke, but it's seemingly not helped.

Re: FTP access error

kissinuk — Thu, 21 Dec 2023 17:18:27 GMT

Just to confirm PN have now fixed this. All the files were gone, but at least I have access to re-upload.

Thanks to everyone who helped!