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Oops! Something went wrong, please try again

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Oops! Something went wrong, please try again

Attempted to login to the website yesterday with username/mobile number on various browsers and got the "Oops! Something went wrong, please try again" page.

https://www.plus.net/my-account/mobile/jsf/errors/ErrorCode500.xhtml

Reset the password yesterday and tried again with the same result.

Tried this morning with the same result.

I have phoned customer services and am getting a "reset link" sent and was told to use the username only when trying again.

Hopefully that will sort it.

22 REPLIES 22
RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

It didn't work; and I've just been cut off by CS when calling back Embarrassed

OskarPapa
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 64
Registered: ‎09-10-2018

Re: Oops! Something went wrong, please try again

Thanks for your post, @RM1.

 

We're sorry to hear of these issues as well as our delayed response.

 

We can certainly investigate this for you. Can you please PM me:

 

-The mobile number in question

-Your name & confirmation that you are the account holder

-The full address including postcode

 

Thanks,

 

OP

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

Thanks for your reply - I have now replied to you by PM!

Mayfly
Seasoned Pro
Posts: 1,478
Thanks: 67
Fixes: 1
Registered: ‎04-06-2009

Re: Oops! Something went wrong, please try again

I've always had a problem with logging on in Chrome for mobile but yesterday I also couldn't log on, on my tablet (android) and had problems with Edge. When I did get log on with Edge it spat me out due to inactivity when I was using it. I couldn't then log back in as it told me there was a problem and try later.

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Oops! Something went wrong, please try again

Hello @RM1 I have sent you a private message, please check your response.

 

Once you have responded back, please comment on this thread so we can continue to assist you with your query.

 

Many thanks.

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

Thanks Dumbledore, I think OskarPapa is dealing with this now Smiley. Sent you a PM.

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Oops! Something went wrong, please try again

Hello @RM1 I can see you have been updated with the matter and thank you for notifying me.

 

We will have your information kept aside as we are aware of the on-going issue where a handful of accounts are impacted with resetting/logging into their MyAccount using their details. Our supplier's LifeCycle is working on this matter. I do apologise for any inconvenience caused.

 

In the meantime, if you do need any assistance with your mobile account or need to check some information, feel free to ask for assistance via this support channel, we will be happy to help.

 

Many thanks.

 

 

 

 

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

Is a resolution still being worked on for this?

caravanj
Aspiring Pro
Posts: 280
Thanks: 52
Fixes: 3
Registered: ‎31-07-2014

Re: Oops! Something went wrong, please try again

I've just had to ask for help with the same issue but I've noticed that the SIM card is a Life SIM card from before Plusnet took over.

OllieC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 799
Fixes: 46
Registered: ‎23-01-2018

Re: Oops! Something went wrong, please try again

Hi @RM1

 

I have had a response from Owen that this is still ongoing I'm afraid. 

 

We're really sorry for any inconvenience caused. 

 

Kind Regards

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

Is there any update?

Not being able to access my online account is not the greatest spot to be in 😐

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 20,673
Thanks: 7,015
Fixes: 1,171
Registered: ‎21-04-2017

Re: Oops! Something went wrong, please try again

Hi @RM1 Not sure if you’ve had a private message since the 16th September however our suppliers have since confirmed the known issue they’ve been investigating as resolved and we’ve been raising any remaining issues individually. 

Could you reset your password Here then try logging in again using your mobile number as the username with no spaces and the password you’ve just set? Make sure that your browser doesn’t auto-fill a previously saved password.

It’s definitely also worth clearing ‘cache’ and ‘cookies’ from the browser or just open the browser in private browsing/incognito mode.

If you’re still unable to login, could you PM us the following information:

  • 3 examples (Dates and times) when you’ve been unable to login
  • Which web browsers you’ve tried. Ideally please try more than one if you can
  • The make of the device you’ve tried. Again if you can try a different device

We’ll then pass this to our operations team to raise this back through to our suppliers system developers to investigate further.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

Hi Gandalf

Thanks for your reply; nope, not had a PM recently.

Followed your instructions to the letter this morning. "Ooops! Something went wrong"* when attempting to login with the mobile number/freshly reset password combination only on

19/10/19 @ 0813 Desktop PC, Windows 7, Internet Explorer (in InPrivate mode) and Firefox (in Private Window mode). I can't use the app as my android version is 1 short (and TBH I don't want to when I've got a PC with a massive monitor and keyboard, there seems to be an obsession these days with doing everything via an app on a small touchscreen).

It's easier to catalogue/follow it up here rather than PMs if you don't mind then everyone else can benefit.

*please please change this error message and the face of your man scratching his head otherwise I might need to buy a new monitor 🙄😡

RM1
Grafter
Posts: 39
Thanks: 3
Registered: ‎11-01-2017

Re: Oops! Something went wrong, please try again

I'll just add, this is quite obviously not a client-side (i.e. my problem). Something is going on your end in some database/corrupt field or whatever!!