topic Re: Not able to log in in My Order

Not able to log in

DavidW3 — Thu, 20 Jan 2022 08:47:18 GMT

I have recently signed up and i am not able to log in using the details i provided at sign up. Is there usually a delay in getting my online account active?

Thank you

Re: Not able to log in

TheMightyAJ — Thu, 20 Jan 2022 16:14:15 GMT

Hey @DavidW3,

I'm sorry to hear that. Is this in regards to a Home Phone & Broadband account or a Mobile account?

Re: Not able to log in

DavidW3 — Thu, 20 Jan 2022 16:39:15 GMT

Thanks AJ. It is Broadband and phone line

Re: Not able to log in

TheMightyAJ — Thu, 20 Jan 2022 16:50:01 GMT

Thanks for confirming that @DavidW3. You should be able to access the Member Centre once the account's been created - are you getting any specific error messages when you attempt to enter your details?

Re: Not able to log in

DavidW3 — Thu, 20 Jan 2022 16:57:47 GMT

It is saying that the username or password is not correct. I know they are correct so maybe it’s just too early to be set up. I have a date for line install

Re: Not able to log in

TheMightyAJ — Thu, 20 Jan 2022 17:27:01 GMT

Is it possible you'd accidentally entered a typo when creating the account password? It's been a couple of days since the account came online so you should be able to login by now. It might be worth resetting the password if this issue persists and if that doesn't work, give us another shout so we can take a further look into this with you

Re: Not able to log in

Alex — Thu, 20 Jan 2022 17:35:59 GMT

As AlexH says (good name, that's my name too!) I would try a password reset. I am guessing it may require you to click on a link from a non-PlusNet e-mail account or something on your mobile. They have to be careful of course to know the reset is legitimate and has been requested by the account holder.

Yes passwords should be active immediately, so as it not working for you then it doesn't sound right.

Re: Not able to log in

DavidW3 — Thu, 20 Jan 2022 17:36:10 GMT

Thank you for your help. I reset the password and it works. Very much appreciate how quick you got back to me

Re: Not able to log in

TheMightyAJ — Thu, 20 Jan 2022 18:01:26 GMT

No worries @DavidW3, I'm glad to see that's done the trick