Cannot log in to account to see my bill
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Cannot log in to account to see my bill
10-06-2019 11:57 PM
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I cannot log in to my broadband & phone account to see my bill. My details are correct [username and password -- I use 1Password manager]. I have tried different browsers. I can log in here to these forums with the same details without problem. I have done a password reset [though I entered my old password and it was accepted] but the problem persists. My operating system etc are current and updated.
Re: Cannot log in to account to see my bill
11-06-2019 1:27 AM
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Does you password include any of ...
Single quote
Double quote
Space
£
@
Backslash
@Gandalf can you add this user to the problem list please as a potential me too?
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Re: Cannot log in to account to see my bill
11-06-2019 7:37 AM - edited 11-06-2019 7:41 AM
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Hi Townman
Re: Cannot log in to account to see my bill
11-06-2019 7:51 AM - edited 11-06-2019 7:55 AM
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Me too! I have an ampersand (&) and a ! in my current password, total length is 15 characters.
It's working for Broadband PPP access, Mail access, webmail access - but not the new members pages.
For what it's worth I think it it is the ampersand - had similar issues before at work when a web developer didn't handle it properly in on product...
I don't really want to change it yet, please fix - @Gandalf another for the me-to list?
Don't forget to check for Bobby Tables 😉 https://www.xkcd.com/327/
Re: Cannot log in to account to see my bill
11-06-2019 7:58 AM
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It’s not affecting my broadband(or phone) and I don’t use Plusnet Mail (didn’t remember it was a thing).
Re: Cannot log in to account to see my bill
11-06-2019 10:21 AM
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So, I’ve changed my password to alphanumeric 16 characters which was accepted but the result is the same, still “invalid ...” message returned. I’m still logged in here with the old password. So I’ll log out and back in (hopefully) with the new one. Wish me luck with that ;-(.
Re: Cannot log in to account to see my bill
11-06-2019 10:23 AM
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Well that’s a surprise, the new password worked fine logging in here. No noticeable interruption to my broadband connection either.
Re: Cannot log in to account to see my bill
11-06-2019 10:25 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Cannot log in to account to see my bill
on 11-06-2019 10:43 AM - last edited on 11-06-2019 1:06 PM by Strat
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Are you sure? I changed my account/billing etc password and it was automatically changed here to the new one! So they seem to be linked.
Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.
Re: Cannot log in to account to see my bill
11-06-2019 10:51 AM
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Really? I thought that this space, hosted outside of Plusnet, is totally detached from the CRM - particularly as there are people here who do not have Plusnet accounts.
I know my forum password and account password are distinct - always have been.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Cannot log in to account to see my bill
11-06-2019 11:37 AM
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Re: Cannot log in to account to see my bill
on 11-06-2019 12:10 PM - last edited on 11-06-2019 1:07 PM by Strat
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OK, I guess we are using the word “linked” differently here. It seems to me that if I change my password via the Account page and it magically changes to the new one here then that is “linked” to me — maybe it is “quantum linking”?
Anyway I don’t want to get into a discussion about that! It hasn’t got me (and others apparently) any further forward on the “log into my account” problem 😞 .
Moderator's note by Dick (Strat): Full quote of preceding post removed as per Forum rules.
Re: Cannot log in to account to see my bill
11-06-2019 12:58 PM - edited 11-06-2019 1:00 PM
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It is important that your experience and expectation are clearly comprehended. You said that changing your password changed your login details here. There is therefore the possibility that you changed the password in the wrong place.
If you changed your password here - https://community.plus.net/t5/user/myprofilepage/tab/personal-profile:password - that will change your password for the community but not your Plusnet account password. Consequently you would still not be able to logon to the user portal.
Your account (user portal) password can be reset here - https://www.plus.net/forgotpassword/ - this will also change the internet connection password required by your router. If it is a Plusnet router it should update automatically, if not you will need to do that yourself.
It will also change the password on the default email address.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Cannot log in to account to see my bill
on 11-06-2019 1:11 PM - last edited on 11-06-2019 1:34 PM by Strat
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No, I changed my password here:
https://www.plus.net/member-centre/login
and “forgot password here:
https://www.plus.net/forgotpassword/
And that changed my password on this Community login — I logged out and back in again to check. I’ve already said this earlier though I didn’t post the links.
That is why I say they are “linked” from my point of view. As I said earlier, I use 1Password password manager so I’m very clear that I am always entering the correct details without any possibility of mistyping.
Re: Cannot log in to account to see my bill
11-06-2019 1:23 PM - edited 11-06-2019 1:24 PM
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That would be Jono who over sees the operation of the forum and that post was intended for me elsewhere. I saw it briefly here before he removed it … that however does not stop people subscribed by email from seeing the transient post.
Back to your logon issue. If your password contains any of the following, you might well have problems at the moment...
- '
- "
- @
- £
- \
- ]
- space
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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