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Accessing an account.

DaveBrown40
Newbie
Posts: 5
Registered: 06-02-2017

Accessing an account.

I'm writing this question on behalf of my GF who is unable to access her online plusnet member account. She doesn't know her password and cannot reset her password as the email address that she signed up with is no longer active. She tried speaking to a telephopne advisor but they refuse to help her. What can she do?

11 REPLIES
Community Veteran
Posts: 38,314
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Accessing an account.

As she presumably still has internet access

Can she see the password by going into the router interface

DaveBrown40
Newbie
Posts: 5
Registered: 06-02-2017

Re: Accessing an account.

The password is starred out in there

Community Gaffer
Community Gaffer
Posts: 2,982
Thanks: 1,607
Fixes: 65
Registered: 22-02-2016

Re: Accessing an account.

It might be possible to reveal the password on the router using a browser plugin (like this Firefox plugin)? It's worth a try if you can.

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Browni
Seasoned Champion
Posts: 1,618
Thanks: 464
Fixes: 36
Registered: 02-03-2016

Re: Accessing an account.

That's good news that the password is starred out as it means that the browser has remembered it,

If @jaread83's link doesn't help use your favourite search engine to search for 'view saved passwords xxx' where xxx is the browser being used.
I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Superuser
Superuser
Posts: 9,054
Thanks: 502
Fixes: 43
Registered: 06-04-2007

Re: Accessing an account.

In case trying to get the PW from the router fails, it's been mentioned in this forum that Plusnet have alternative methods (questions) they can ask to confirm identity in this situation. The telephone advisor should have offered that option. I suggest trying again and ask to follow this process.

David
DaveBrown40
Newbie
Posts: 5
Registered: 06-02-2017

Re: Accessing an account.

Still no luck with this, to top it all she tells me looking her direct debit plusnet are charging her double what they should be.

How they can can get away with such shoddy practices is beyond me. They won't even write to her by post.

Can she get any information that might help with a freedom of information request?

DaveBrown40
Newbie
Posts: 5
Registered: 06-02-2017

Re: Accessing an account.

and the browser doesn't remember the login password. In hub manager it's starred out even when looking at it in a new browswer.

SpendLessTime
Aspiring Hero
Posts: 2,376
Thanks: 585
Fixes: 53
Registered: 21-09-2009

Re: Accessing an account.

@DaveBrown40

The official complaints procedure is here https://www.plus.net/help/legal/complaints-code-of-practice/

For future reference a link to it is shown at the bottom of every webpage as "Complaints Code of Practice"

 

This is probably her best way forward. 

Plusnet Help Team
Plusnet Help Team
Posts: 4,597
Thanks: 279
Fixes: 114
Registered: 01-01-2012

Re: Accessing an account.

Sorry to hear that.

Whilst I can't discuss our data protection procedures publicly there are other checks that we can go through if she doesn't know the username.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
DaveBrown40
Newbie
Posts: 5
Registered: 06-02-2017

Re: Accessing an account.

Matthew Wheeler we tried that and the person we spoke to was so unhelpful it was ridiculous. Perhaps we should try again and hopefully get to speak to someone that actually wants to help solve the problem and not someone that seems in a hurry to end the call.

Plusnet Help Team
Plusnet Help Team
Posts: 4,597
Thanks: 279
Fixes: 114
Registered: 01-01-2012

Re: Accessing an account.

I'd recommend calling again.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team