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Cannot log into my account 2019-06-10

ac2017
Dabbler
Posts: 18
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Registered: ‎01-02-2017

Cannot log into my account 2019-06-10

I've been trying to log into my account since yesterday. I did manage it once by resetting my password. However, that no longer works. I did have a chat with Plusnet support yesterday and after a long session, I was told there was a much wider issue and they were working on fixing it. However, I still cannot log into my account. There's nothing on the service status page reporting the issue either. Anyone got an idea when it's going to be fixed?
15 REPLIES 15
ac2017
Dabbler
Posts: 18
Thanks: 3
Registered: ‎01-02-2017

Re: Cannot log into my account 2019-06-10

Just had another chat with customer support. Wider issues still ongoing. ETA for fix 72 hours.

Apparently, being unable to log into my account is not classed as a service issue despite not being able to look at my bills. Not being a service issue on website wastes customer time and service staff time as they deal with a customer.

Plusnet Help Team
Plusnet Help Team
Posts: 12,862
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Registered: ‎21-04-2017

Re: Cannot log into my account 2019-06-10

Hi there.

I've just checked this with my account and I've been able to login OK.

Mind sending me a PM with your mobile number for further investigation?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ac2017
Dabbler
Posts: 18
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Registered: ‎01-02-2017

Re: Cannot log into my account 2019-06-10

PM sent. Btw I am a Plusnet broadband customer and not a Plusnet mobile customer.
Plusnet Help Team
Plusnet Help Team
Posts: 12,862
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Registered: ‎21-04-2017

Re: Cannot log into my account 2019-06-10

Thanks for the clarification *face palm* Sorry I now see your thread is in the Account/Billing board, for some reason the internal Lithium system we use to respond to community posts pulled your thread into the mobile queue. No worries, I'll reply to your private message shortly.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
ac2017
Dabbler
Posts: 18
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Registered: ‎01-02-2017

Re: Cannot log into my account 2019-06-10

I can now login to my account.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-09-2018

Re: Cannot log into my account 2019-06-10

Hi there @ac2017,

That's great to hear.  I'm really sorry for any inconvenience this may have caused.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
ac2017
Dabbler
Posts: 18
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Registered: ‎01-02-2017

Re: Cannot log into my account 2019-06-10

Although I can log in to my account, I cannot find the tickets the agents I chatted with claimed that they had raised. Where can I find them?
Plusnet Help Team
Plusnet Help Team
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Registered: ‎07-12-2017

Re: Cannot log into my account 2019-06-10

Hi @ac2017, I can see a ticket on the account which a chat agent created, this link here should take you right to it.

 

Let us know if you have any further queries.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
ac2017
Dabbler
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Registered: ‎01-02-2017

Re: Cannot log into my account 2019-06-10

Thanks. How would I find this myself? There's nothing obvious in the member centre that takes my there.
Plusnet Help Team
Plusnet Help Team
Posts: 887
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Registered: ‎07-12-2017

Re: Cannot log into my account 2019-06-10

As this is a closed ticket (no response or action required) there won't be the usual banner to direct you to it however, there should be an option to view closed questions.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
ac2017
Dabbler
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Re: Cannot log into my account 2019-06-10

Where can I find closed tickets? It used to be obvious but no longer is.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎06-08-2018

Re: Cannot log into my account 2019-06-10

Hi @ac2017,

 

You can view open and closed questions here. When you are on this site, click 'View all questions asked' then select the time-frame you would like to view and hit 'Go'.

 

Let us know if you require any further assistance.

 

Thank you.

If this post resolved your issue please click the 'This fixed my problem' button
 Lewis G
 Infrastructure Operations Professional
ac2017
Dabbler
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Re: Cannot log into my account 2019-06-10

So that takes me to the list of questions. I have two observations: firstly, how do I find that in the distant future when I have forgotten? IE it's not obvious how to find it from your website: I cannot find it. The second observation is that there's no summary of the various tickets that are my account so I have to visit each one in turn to discover what they are about. When I visit them, there's loads about forgotten password, password changes, bills, marketing updates. IE a summary on that page would have made finding the needle in the haystack a lot easier. Even then, the ticket is woefully devoid of content.
Plusnet Help Team
Plusnet Help Team
Posts: 278
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Registered: ‎25-09-2018

Re: Cannot log into my account 2019-06-10

Hi there @ac2017

 

For future reference you can access your open and closed questions by following these steps:

Login to your account via plus.net. > manage account > Help assistant

 

Alternatively a direct link to the page is plus.net/wizard

 

In terms of the ticket list displaying content, I'm afraid this is how the ticket system works. They don't function like emails with headers and are organised by question numbers and dates. They are identified by 'type' such as question or service notice too which may help you find what you're looking for.

Similarly with the contents to which they provide, some tickets on your account are more akin to notes and so may only contain simplified information.

 

 

 

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