Blocked account?

[#1]

Hi,

I recently switched provider from Plusnet to YouFibre as they offered me a better deal and said they’d pay the early termination charges.

I received an email from Plusnet yesterday saying they’d opened a question on my account re sending the router back, so I tried to log in to see if I had my final bill to send do my new provider so I can be reimbursed.

It appears that PlusNet have locked me out from logging into my account, even though it exists. My phone remembers my username and password, I have used this multiple times to log in over the years of being a customer so I know it’s not me doing something wrong. I have since reset the password twice and I still can’t log in. My only thoughts is they’ve locked me out of my account because I am leaving? Why would they do this when I still need to access my final invoices? Is this standard?

[#2]

You should still be able to login to your account BUT you might not be able to login with your email address. Have you tried using your accountname ?

[#3]

Certainly used to be able to login with the CONTACT email address.

I can though see a potential catch 22 situation - if the contact email address was @account.plus.com when the account closes, that will not exist ... and thereby could have been removed as a login credential.