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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.

9 REPLIES 9
DS
Aspiring Champion
Posts: 2,010
Thanks: 404
Fixes: 19
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 Help Team
Plusnet Help Team
Posts: 371
Thanks: 46
Fixes: 32
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 Help Team
Plusnet Help Team
Posts: 746
Thanks: 100
Fixes: 29
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 Help Team
Plusnet Help Team
Posts: 746
Thanks: 100
Fixes: 29
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 :-D

Plusnet Help Team
Plusnet Help Team
Posts: 799
Thanks: 85
Fixes: 35
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