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Unable to access my account can i claim compensation

kenm
Grafter
Posts: 41
Thanks: 5
Registered: ‎03-07-2014

Unable to access my account can i claim compensation

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

9 REPLIES 9
PacketLoss
Dabbler
Posts: 21
Thanks: 9
Registered: ‎29-11-2016

Re: Unable to access my account can i claim compensation

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.

Satss
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 438
Fixes: 37
Registered: ‎06-08-2018

Re: Unable to access my account can i claim compensation

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,

MauriceC
Hero
Posts: 4,085
Thanks: 929
Fixes: 17
Registered: ‎10-04-2007

Re: Unable to access my account can i claim compensation

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

 

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.

Strat
Community Veteran
Posts: 31,306
Thanks: 1,627
Fixes: 565
Registered: ‎14-04-2007

Re: Unable to access my account can i claim compensation


Moderators Note


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

 


 

Windows 10 Firefox 105.0.2 (64-bit)
kenm
Grafter
Posts: 41
Thanks: 5
Registered: ‎03-07-2014

Re: Unable to access my account can i claim compensation

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 Huh 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

 

 

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Unable to access my account can i claim compensation

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.

kenm
Grafter
Posts: 41
Thanks: 5
Registered: ‎03-07-2014

Re: Unable to access my account can i claim compensation

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

kenm
Grafter
Posts: 41
Thanks: 5
Registered: ‎03-07-2014

Re: Unable to access my account can i claim compensation

7th Feb, Thank you ,

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

Hope its permanent.

Ken. 

MauriceC
Hero
Posts: 4,085
Thanks: 929
Fixes: 17
Registered: ‎10-04-2007

Re: Unable to access my account can i claim compensation

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

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.