Need help with outstanding Questions please

[#1]

Hi

Will someone please help to resolve the following Questions:

Q 190289866 -  Billing overcharge

Q 191099573 - Cannot access my Broadband account

I can access my Mobile account and Community account (obviously ) but still no joy with my Broadband account.

Thanks for your help.

Regards

R Davis

[#2]

Hi @SoFarSoGood 

Q 190289866 -  Billing overcharge

This looks to have been addressed on the ticket and an explanation given. 

Q 191099573 - Cannot access my Broadband account

This has been sent back to the investigative teams to find out what is happening, however, let me see what I can do for you. 

When you log into your member centre, it should be the same credentials used to authenticate your router. Now, I can see that you have an active session, which means that the combination of current username and password which has auth'd the router onto the network should allow access. I can see that back in May you changed your account password - are you trying to log into the MC using this new one? 

Thanks, 

MoR

[#3]

Hi MoR

Current situation is I need to use my old pw in my Router to get my BB connection.

Tried old and latest pw to log in to my BB account but neither work.

When I was given a temporary pw by Plusnet it was fine.

I logged in and out ok 3 times with the temporary pw but when I changed this to my own pw I could not log in.

One of your customer service people tried to log in using his computer but it failed.

As to billing overcharge. As I CAN'T LOG IN TO MY BB ACCOUNT I cannot access any updates to my Questions.

Please let me know when to try again to access my BB account.

Thanks for your help.

[#4]

Thanks for the info @SoFarSoGood, I've flagged this to the relevant team and will get back to you once I get an update.

[#5]

Does your password contain special characters?

[#6]

Hi LaurenB

Thanks for your help and await your update.

Regards

[#7]

Hi Townman

Yes (if you mean characters other than Upper, Lower and Numbers)

Regards

[#8]

Hi LaurenB

Re your email

Dear Mr Davis,

Please can you reply to this ticket confirming if you give permission for us to change your password as part of our investigations.



Kind regards,

Lauren Barry

As already mentioned, I can't  replay to Questions/Tickets as I can't access my account!!

If you change my password I will also need to change this in my Router to get online.

If I need to be offline for say less than I hour maybe best to Text me before you change my PW and then Text me again when it is put back so I can get online (and maybe into my account).

Let me know if this ok with you or suggest an alternative.

Please reply via this forum (if appropriate as it is an open forum) or via Text.

Thanks for your help. 

[#9]

If you are using the Plusnet supplied router, it should automatically update the password.

[#10]

Hi Townman

Using Asus RT-N56UB1 so not sure if this changes automatically as I change it manually.

Regards.

[#11]

It being your own router, it will NOT change automatically - good to have this fact on support's radar!

[#12]

Hi @SoFarSoGood, thanks for your post.

You should have just received an SMS.

Please let us know here if you need any further assistance.

[#13]

Hi oskarPapa

Confirm received Text with updated pw.

As you can see my Internet connection is still working with the old PW.

Are you still working on a fix or is it fixed and I need to go in and change my PW?

Thanks for your help.

[#14]

Thanks for your response @SoFarSoGood.

Still working on it I'm afraid. We have been able to log in at our end using the updated password, although we won't know if anything's changed until you change it from your side. You should have just received the link to do so.

It's really odd that the password for connection hasn't changed - I can see this as we're not showing a disconnection at all.

Can you try and update this within the router and we'll see what happens?

[#15]

Confirm I can access my account using new temporary PW.