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Unable to log into Plusnet Portal ... password changed ???

irritablegit
Rising Star
Posts: 82
Thanks: 7
Fixes: 1
Registered: ‎28-03-2009

Unable to log into Plusnet Portal ... password changed ???

In the past hour I have been unable to log into the Plusnet Portal.  It told me the user or password was wrong.

It wasn't wrong.  a) I haven't changed it and b) I use a tool to sign me in and it doesn't forget !

 

So I hit the "forgotten your password" button and changed my password.

It told me it was also changing the broadband user password in the router.

 

I had changed nothing before then.  Email was working fine before then and after.

So what's going on ?  Had my password been changed by someone HuhHuh?Huh

A reply from Plusnet please ...

6 REPLIES 6
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DS
Champion
Posts: 2,187
Thanks: 459
Fixes: 22
Registered: ‎06-01-2017

Re: Unable to log into Plusnet Portal ... password changed ???

I'm aware that you asked for Plusnet to answer, but just to let you know there is a currently known issue whereby passwords using special characters (£$%^& etc) are not working as intended and is preventing access to the portal.

The short term fix is to use a number and letter password combination only.

Plusnet Help Team
Plusnet Help Team
Posts: 863
Thanks: 102
Fixes: 37
Registered: ‎26-03-2018

Re: Unable to log into Plusnet Portal ... password changed ???

Hi @irritablegit,

I'm sorry to hear that you've experienced this issue and for any confusion or concern that it may have caused you. Are you able to try the suggestion put forward by @DS to see if this allows you to log into your account?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
irritablegit
Rising Star
Posts: 82
Thanks: 7
Fixes: 1
Registered: ‎28-03-2009

Re: Unable to log into Plusnet Portal ... password changed ???

I had already changed my password and was able to log in by the time I posted here.

 

I ought to mention that my new password also contains special characters ...

Plusnet Help Team
Plusnet Help Team
Posts: 1,390
Thanks: 273
Fixes: 80
Registered: ‎26-03-2018

Re: Unable to log into Plusnet Portal ... password changed ???

Hi @irritablegit,

 

 

That's odd, most passwords with special characters aren't working at the moment. I'm glad to hear that you're now able to log in to the member centre. Please let us know if there's anything else that you'd like to discuss.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
irritablegit
Rising Star
Posts: 82
Thanks: 7
Fixes: 1
Registered: ‎28-03-2009

Re: Unable to log into Plusnet Portal ... password changed ???

Hello Emily - I've just tried again ... and it still works Huh

Superuser
Superuser
Posts: 14,502
Thanks: 5,505
Fixes: 31
Registered: ‎22-08-2007

Re: Unable to log into Plusnet Portal ... password changed ???

The special characters issue has been resolved as per the system’s information notice.