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Can't log in - so no access to my account or emails

LosChristianos
Hooked
Posts: 5
Registered: ‎18-03-2019

Can't log in - so no access to my account or emails

Hi,

Apologies for starting another thread if this has been covered off.

I've been a customer for the last 4 years but recently I cannot access the Member Centre.

I can reset my password but any attempts to log in result in an 'invalid username or password alert'.

Saw a post earlier mentioning around a 100 users had been affected during the platform update, could I be on of them?

Many thanks in advance for any help.

13 REPLIES 13
DS
Champion
Posts: 2,187
Thanks: 460
Fixes: 22
Registered: ‎06-01-2017

Re: Can't log in - so no access to my account or emails

You could try turning your router off for 65mins (yep, odd time, but hold on until then), switch it back on, wait 5 mins and then see if it lets you in.

I'm starting to think an IP Address issue is causing this.

But, I could be wrong....?

Plusnet Alumni (retired) Satss
Plusnet Alumni (retired)
Posts: 438
Fixes: 36
Registered: ‎06-08-2018

Re: Can't log in - so no access to my account or emails

Hi @LosChristianos, sorry to hear about the issues you are experiencing accessing the member centre. Are you able to clear cookies and cache from your browser and see if that helps?

 

Please let me know how you get on.

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

LosChristianos
Hooked
Posts: 5
Registered: ‎18-03-2019

Re: Can't log in - so no access to my account or emails

Hi Satss,

 

Many thanks for the reply.

 

I've cleared my cache and cookies and no joy, unfortunately. Also tried different browsers.

 

Thanks

Plusnet Alumni (retired) OskarPapa
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Can't log in - so no access to my account or emails

Hi @LosChristianos, thanks for getting back to us.

 

We're sorry that didn't work for you.

 

Are you able to access it via another connection, your mobile data, for instance? This will tell us whether or not it's to do with your IP address or the Member Centre account itself.

 

Please let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
LosChristianos
Hooked
Posts: 5
Registered: ‎18-03-2019

Re: Can't log in - so no access to my account or emails

Hi, @OskarPapa,

 

Thanks for the reply, gave it a go on my data connection, reset the password a further time also - still no joy I'm afraid.

 

Thanks

Plusnet Alumni (retired) OskarPapa
Plusnet Alumni (retired)
Posts: 1,325
Fixes: 63
Registered: ‎09-10-2018

Re: Can't log in - so no access to my account or emails

Hi @LosChristianos, thanks for giving that a go for me.

 

As we've deduced that it's not a connection issue but rather a potential issue with the actual Member Centre account, I've raised a task with our Network Operations Team for their investigation.

 

In my experience I'd realistically expect a response today but I do need to make you aware that in some cases it can take up to 3 working days for me to receive a response. As soon as I do, I'll be in touch directly.

 

If you do need anything else in the meantime please let me know here.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
LosChristianos
Hooked
Posts: 5
Registered: ‎18-03-2019

Re: Can't log in - so no access to my account or emails

Hi, @OskarPapa,

 

That's great, many thanks for your help, much appreciated :smiley:

LosChristianos
Hooked
Posts: 5
Registered: ‎18-03-2019

Re: Can't log in - so no access to my account or emails

Hi, @OskarPapa,

 

This is all fixed now, thanks for all your help 😄

Plusnet Help Team
Plusnet Help Team
Posts: 1,407
Thanks: 132
Fixes: 56
Registered: ‎06-08-2018

Re: Can't log in - so no access to my account or emails

No worries @LosChristianos.

Do let us know if there is anything else we can help you with.

 

- Kind regards, Maddy

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


Riverside
Dabbler
Posts: 16
Thanks: 3
Registered: ‎11-10-2018

Re: Can't log in - so no access to my account or emails

Just reviving this one as i've got the same issue the main site. This is off the back of my monthly billing update.

I can log on to here and Webmail but cannot log on to  https://www.plus.net/member-centre/login  at all.

I just keep getting 'invalid username or password' and that's even after resetting my password and getting confirmation it has been reset.

There are no weird characters in my password. Is this a MaaF legacy issue perhaps?

I've not had any issues following my billing link before

Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 15,791
Thanks: 4,866
Fixes: 813
Registered: ‎21-04-2017

Re: Can't log in - so no access to my account or emails

@Riverside I'm afraid you can't login to the Plusnet account page using Madasafish details (Even though I understand you can access Madasafish email through the Plusnet webmail). If you want to access your account you'll need to go Here.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Riverside
Dabbler
Posts: 16
Thanks: 3
Registered: ‎11-10-2018

Re: Can't log in - so no access to my account or emails

Hi Gandalf.

Thanks, but that wasn't the issue as it turns out.

My full e-mail address was being auto-populated in the Username field and that was causing the log-in failure.

Removing the @mad...  solved it. I use my full e-mail for most other related access so the potential fix didn't occur to me right away as everything looked normal.

I will chalk that one up to a senior moment on my part! :embarrassed:

Plusnet Help Team
Plusnet Help Team
Posts: 15,791
Thanks: 4,866
Fixes: 813
Registered: ‎21-04-2017

Re: Can't log in - so no access to my account or emails

Cheers for getting back to me,

No problem I'm glad to see you're back into your account.

Let us know if you need any further assistance.

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