Cannot login to mobile account online

[#1]

I've recently ported two mobiles to Plusnet as an existing fibre broadband customer.  When I try and go to the mobile account with my login details it always replies "Something’s gone wrong, have another go".

What am I doing wrong?  Do I need to add the mobiles to the account somewhere?  During the purchase of the SIMs it asked for my existing account name so they should be there?

Mark

[#2]

Login details for your mobile accounts are different to broadband ones.

You would have received an email when your SIM was sent out, containing your account number and a link to obtain the initial password.

[#3]

Hi @markmorgan, thanks for getting in touch.

I am sorry for the issues you have had trying to log into your mobile account online. As per the response from @MisterW, an email will have been sent to yourself that contains the account number for you to be able to log in.

Let us know if you experience any issues.

[#4]

Thanks, @MisterW and @abails0105,

so I need to set up another account for the mobile phones?  I've ported two mobiles over and have two emails and two account numbers?  Does that mean I have to set up a separate account for each mobile alongside my existing broadband account - three accounts in total?

Just checked my bank and it looks like there are three direct debits set up now.

Mark

[#5 · Accepted solution]

Hi @markmorgan,

There'll be a different account for each mobile, I'm afraid, so you'll have a total of three member accounts - two for the mobiles and one for the broadband.

[#6]

Thanks for clarifying that. 

Why can't it just be one account?   And with the community account that makes four accounts.

To paraphrase The Prisoner, “I am not a [telephone] number.  I am a Customer!”

Mark.

[#7]

Hello @markmorgan

I am sorry to hear you are not pleased with how the mobile accounts have been set up.

I have passed your feedback to the relevant department.

Should you require any further assistance, please do get back in touch with us.

Many thanks.