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Madasafish password reset problem

FIXED
Plusnet Help Team
Plusnet Help Team
Posts: 424
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Madasafish password reset problem

Hi @philipspittle 

 

Thanks for the PM. 

 

So, I can see Emily has made the amendment on your account as agreed. 

 

I tried calling you again to get this sorted over the phone, but there was no answer or option to leave a message again. 

 

Could you possibly call our Support Team at your earliest convenience and ask for myself. I should be contactable on our internal systems until 5.30 - and if I am not at the exact moment you call for whatever reason, the message will still reach me and I will contact you back. 

I have obtained permission for your password to be changed on our side once we are speaking with you due to the irregular circumstances, and us having tried multiple different fixes with you - however, we also need your permission to do this, therefore doing it over the phone with you makes things much easier for both of us.

 

Thanks

 

Alisdair 

 

 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
philipspittle
Dabbler
Posts: 15
Registered: 27-06-2018

Re: Madasafish password reset problem

Ok will call in next 30 min. I have no missed calls on my phone!
philipspittle
Dabbler
Posts: 15
Registered: 27-06-2018

Re: Madasafish password reset problem

Please confirm customer service contact number. I’ve looked under ‘contact us’ i just get in a loop of fqa and help

Moderator's note by Dick (Strat): All caps title/text edited as per Forum rules.

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Community Veteran
Posts: 1,555
Thanks: 260
Fixes: 33
Registered: 13-08-2015

Re: Madasafish password reset problem

Plusnet Help Team
Plusnet Help Team
Posts: 424
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Madasafish password reset problem

Hi @philipspittle 

 

The number @Mustrum posted is correct. 

 

I've just tried the mobile number we have for you but again there was no answer - it rang for a while however. Perhaps we have not got up to date information on your account? Have you changed your mobile number since setting it up? 

 

Thanks 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
philipspittle
Dabbler
Posts: 15
Registered: 27-06-2018

Re: Madasafish password reset problem

I provided Emily with updated mobile number yesterday; it ends 747 please check. Will PM full number

Plusnet Help Team
Plusnet Help Team
Posts: 424
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Madasafish password reset problem

no need to PM - I can confirm the number we have ends 747. 

 

I'll try calling again now

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
philipspittle
Dabbler
Posts: 15
Registered: 27-06-2018

Re: Madasafish password reset problem

As advised yesterday I am travelling. I answered your last call but connection poor/failed. I can not call UK 0800 number from my location, I’ve also tried on a local phone but UK 0800 numbers do not connect. I can provide an alternative number for you to call or I can call a standard UK landline or mobile number. I can’t call a freephone number. Thanks
Plusnet Help Team
Plusnet Help Team
Posts: 424
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Madasafish password reset problem

Hi again, 

 

I'm not sure at all what happened on that call, the connection seemed extremely poor and i was unsure if you could hear me at all, the connection dropped and upon my attempt to call back it would not establish again - i do apologise. 

 

If you are currently abroad you can contact us on 0345 140 0200 

 

Thanks 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 424
Thanks: 108
Fixes: 23
Registered: 26-03-2018

Re: Madasafish password reset problem

Fix

Hi @philipspittle 

 

Glad we finally managed to have a chat and get this sorted for you. 

 

I've left a note on your account with a summery of our conversation - you can take a look at this here here 

 

All the best 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
philipspittle
Dabbler
Posts: 15
Registered: 27-06-2018

Re: Madasafish password reset problem

Thanks very much for your help; greatly appreciated.