Need help with outstanding Questions please
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Re: Need help with outstanding Questions please
25-06-2019 3:38 PM
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That's great.
And if you now change it?
Try a new password without a special character, if possible.
Re: Need help with outstanding Questions please
25-06-2019 3:39 PM
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Updated PW and rebooted router.
Re: Need help with outstanding Questions please
25-06-2019 3:51 PM
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Changed PW in account with no special chars.
Router still showing temp PW and still connected.
Re: Need help with outstanding Questions please
25-06-2019 4:06 PM
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Apologies for the delayed response.
Are you now able to log in to Member Centre with the PW you've updated?
Re: Need help with outstanding Questions please
25-06-2019 4:08 PM
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Yes in my account now
Re: Need help with outstanding Questions please
25-06-2019 4:09 PM
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Brilliant news.
And if you update the router password to match?
Re: Need help with outstanding Questions please
25-06-2019 4:15 PM
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Come out of my Account and tried to log again but 'Invalid username or password' message.
Tried 3 time but still cannot login again to my account.
Re: Need help with outstanding Questions please
25-06-2019 4:23 PM
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My Router is still using the temp pw.
Any more suggestions?
Re: Need help with outstanding Questions please
25-06-2019 4:26 PM
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OK thanks.
Would you like for it to be changed to the temporary one that I SMS'd you in the interim?
I'll be updating our InfOps team with the latest updates and I'm afraid will need to now wait for their response.
They'll notify me directly with any news and I'll then update you.
Re: Need help with outstanding Questions please
25-06-2019 4:34 PM
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Probably best to leave as is for now.
Router is connected using temp pw and working ok so will wait until I hear from you with an update.
Thanks for your help so far.
Re: Need help with outstanding Questions please
25-06-2019 4:42 PM
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Thanks for that @SoFarSoGood.
I expect that I'll receive the update by the time I get into the office at 13:30 tomorrow.
If you need anything else in the meantime please let me know - I'll personally deal with this issue from now on.
Re: Need help with outstanding Questions please
26-06-2019 11:34 AM
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Hi OskarPapa
Question 191099573 Cannot access BB Account
All as yesterday i.e Router still connected using temporary PW and cannot access BB Account using PW with no special chars.
Just a thought but as I connect via a BT Modem does the Plusnet connection still check my User Name and/or password in my Router?
Question 190289866 Billing Overcharge.
I only discovered that I could not access my BB Account when I was trying to check my payment details to see why I was being overcharged.
I have already paid up front for Line Rental (12 months from 27 June 2019) so was only expecting my monthly bill for BB (see Benjamin Williams email dated 28 May 2019)
If this could be resolved asap I would have no pressing need to access my BB Account so this would give you more time to fix Question 191099573 (Cannot access BB Account).
Regards
Re: Need help with outstanding Questions please
26-06-2019 2:56 PM
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Hi @SoFarSoGood,
Thank you for getting back in touch, I'm sorry to hear that you're still unable to log in to the member centre despite having a temporary password. We're still awaiting an update from our InfOps team, I'm afraid. We've sent them a chaser today and hopefully will get an update on this soon - we'll be in touch once we've received this.
I'm very sorry that you have been overcharged and your bill and for any inconvenience that this has caused you. I've tried to look into this but, unfortunately, it is bringing up an error message when I try and access the billing information on your account. It appears that this may be linked to the issue that is stopping you from logging in but we will investigate this further for you if we are still unable to access this information once the log in issue has been resolved.
Re: Need help with outstanding Questions please
26-06-2019 3:02 PM
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Hi EmilyD
Thanks for the update.
Re: Need help with outstanding Questions please
26-06-2019 3:24 PM
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No problem @SoFarSoGood, I'm sorry that we weren't able to get you a more substantial update today.
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