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Unable to log into member services

FIXED
tdliedtke
Dabbler
Posts: 21
Thanks: 2
Fixes: 2
Registered: ‎06-11-2021

Unable to log into member services

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.

Try:

ERR_CONNECTION_RESET
 
 
 
19 REPLIES 19
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,937
Thanks: 422
Fixes: 98
Registered: ‎22-01-2018

Re: Unable to log into member services

Hiya @tdliedtke 

 

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

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team
tdliedtke
Dabbler
Posts: 21
Thanks: 2
Fixes: 2
Registered: ‎06-11-2021

Re: Unable to log into member services

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.

jab1
Legend
Posts: 17,432
Thanks: 5,678
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Registered: ‎24-02-2012

Re: Unable to log into member services

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

John
tdliedtke
Dabbler
Posts: 21
Thanks: 2
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Registered: ‎06-11-2021

Re: Unable to log into member services

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.

jab1
Legend
Posts: 17,432
Thanks: 5,678
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Registered: ‎24-02-2012

Re: Unable to log into member services

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.

John
tdliedtke
Dabbler
Posts: 21
Thanks: 2
Fixes: 2
Registered: ‎06-11-2021

Re: Unable to log into member services

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.

jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: Unable to log into member services

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

John
Dan_the_Van
Aspiring Hero
Posts: 2,772
Thanks: 1,328
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Registered: ‎25-06-2007

Re: Unable to log into member services

@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

 

jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: Unable to log into member services

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.

John
Dan_the_Van
Aspiring Hero
Posts: 2,772
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Registered: ‎25-06-2007

Re: Unable to log into member services

@jab1 

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

 

jab1
Legend
Posts: 17,432
Thanks: 5,678
Fixes: 260
Registered: ‎24-02-2012

Re: Unable to log into member services

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?

John
Dan_the_Van
Aspiring Hero
Posts: 2,772
Thanks: 1,328
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Registered: ‎25-06-2007

Re: Unable to log into member services

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

 

jab1
Legend
Posts: 17,432
Thanks: 5,678
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Registered: ‎24-02-2012

Re: Unable to log into member services

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

John
tdliedtke
Dabbler
Posts: 21
Thanks: 2
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Registered: ‎06-11-2021

Re: Unable to log into member services

Fix

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.