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Need help with outstanding Questions please

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
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Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

That's great.

 

And if you now change it?

 

Try a new password without a special character, if possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Updated PW and rebooted router.

SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Changed PW in account with no special chars.

Router still showing temp PW and still connected.

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
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Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

Apologies for the delayed response.

 

Are you now able to log in to Member Centre with the PW you've updated?

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Yes in my account now

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
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Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

Brilliant news.

 

And if you update the router password to match?

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 Owen P
 Plusnet Help Team
SoFarSoGood
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Re: Need help with outstanding Questions please

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.

 

SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

My Router is still using the temp pw.

Any more suggestions?

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
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Fixes: 54
Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

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.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
SoFarSoGood
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Posts: 122
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

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.

Plusnet Help Team
Plusnet Help Team
Posts: 1,151
Thanks: 181
Fixes: 54
Registered: ‎09-10-2018

Re: Need help with outstanding Questions please

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.

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 Owen P
 Plusnet Help Team
SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

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

 

 

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,459
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Registered: ‎26-03-2018

Re: Need help with outstanding Questions please

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.

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 Emily D
 Plusnet Help Team
SoFarSoGood
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Registered: ‎30-03-2013

Re: Need help with outstanding Questions please

Hi EmilyD

Thanks for the update.

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,459
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Registered: ‎26-03-2018

Re: Need help with outstanding Questions please

No problem @SoFarSoGood, I'm sorry that we weren't able to get you a more substantial update today.

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 Emily D
 Plusnet Help Team