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Unable to Access My Account - New User

Posts: 1
Registered: ‎09-02-2022

Unable to Access My Account - New User

I have just had my broadband activated, but it will not let me login to 'My Account'. I have put in the correct username and password but it wont let me in. I have also tried the 'forgot password' option but it says my email address/username/mobile number are not correct, despite them being confirmed on my welcome letter and I know they are correct.

How can I resolve this?

Seasoned Champion
Posts: 1,033
Thanks: 383
Fixes: 39
Registered: ‎19-11-2008

Re: Unable to Access My Account - New User

Hi @matthendidcock
You appear to be loggining into a plusnet mobile account.
Try for broadband accounts.
Posts: 14,374
Thanks: 5,297
Fixes: 379
Registered: ‎30-07-2007

Re: Unable to Access My Account - New User

You're trying to log in to a Mobile account rather than a Broadband account . You need to select 'broadband, phone and perks' from the 'sign in' dropdown on the main page, or the direct link for broadband login is 

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.

Plusnet Help Team
Plusnet Help Team
Posts: 2,577
Thanks: 508
Fixes: 131
Registered: ‎07-12-2017

Re: Unable to Access My Account - New User

Hiya @matthewdidcock, welcome to Plusnet! I am sorry for the issues you are having logging in.


As the other users have advised, it looks like you are attempting log in to a mobile account. If you can please use the link that's been provided above you should be able to get in your account.


If you experience any further issues at all, please do just get back to me.

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