Unable to access my account can i claim compensation

[#1]

I cannot access my account  cannot get a login page for  broadband user

But I can get a login page for a mobile user  ( Which I am not.)

Phoned in but told not issue their end and to clear cookies etc !!!

I need to access account as I have Questions open that will be closed unless I keep them open.

The banks pay out thousands when customers cannot access their accounts

Kenm

[#2]

Hmm, who do you bank with, I've never had a penny from my bank!

There's a known issue using the Internet Explorer browser when accessing your account, no issues using Chrome/Edge for me.

[#3]

Hi @kenm, sorry to hear that you are having issues accessing your account.

Can you please advise what appears on screen when trying to log in and also confirm if you have the same issue on an alternative browsers and/or device?

Thanks,

[#4]

@Satss There are several other threads from this user describing the problem.

[#5]

Moderators Note

This topic has been moved from ADSL Broadband to Accounts / Billing

[#6]

I have Windows 7 -  Internet Explorer browser   (no other browser)

I have borrowed an apple I pad (using google) and managed to get into my account to stop Questions being closed.

This has only become a problem in the last week to ten days.

prior to that I used to log in thru a shortcut on my desktop, straight into login page , (my details saved ), except cookies

straight thru to my account page and questions open.  I had been doing this 2-3times per week over the last 6 months as I have had so many problems with PlusNet

Now when I try to login it goes to a page with six boxes at top

Broadband, Mobile, H/Support, Account, Community, Contact.   1 click on account then broadband - blank

2 click account then mobile get a login page I do not have a mobile account.

Someone replied saying it was a known issue with Plusnet & IExplorer why wasn't I informed of this when phoning in ?

As stated I use Internet Explorer & Windows 7 I do not want to change browsers, I did change to Chrome a long time back but it completely messed up my computer had to do a complete reinstall.

WHY does something I have been using with PlusNet for many years suddenly stop working

Don't tell me,     its my fault !      Kenm

[#7]

Hello @kenm,

I am very sorry to see these issues are still ongoing and I apologise for the inconvenience caused.

I can see my colleagues have passed your account information along to our Incident management team for a fix to be rolled out onto your account once a fix is available.

For now you may be able to access the member centre via a different browser or on another device - while I understand this an inconvenience we are working on a fix for the Internet Explorer issue and using another browser is only a temporary requirement.

In the interim, you can also call our Customer Support team on 08000 432 0200 and they'll be happy to discuss any billing or account information with you.

Thank you.

[#8]

Thanks for reply, I hope its fixed fairly quickly,

my contract ends shortly, if I cannot enter the basis of  a contract because PlusNet doesn't work with

Internet Explorer its no use to me, and after many years I would have to leave.

Kenm

[#9]

7th Feb, Thank you ,

Today I have been able to access my account using Internet Explorer

Hope its permanent.

Ken. 

[#10]

It should be.  I understand a 'fix' was implemented yesterday.