Hi there,

I've definitely seen them in the past, although they are quite rare.

Often, it's a case of where someone has tried using their username and password on a friends connection as part of a troubleshooting process.

Unfortunately, we have no way of identifying where the actual connection request is coming from geographically, making these issues hard to identify.

Is there a connection for unspelt's account now? His router is off but the other connection may be active and the change in password will have no effect until that connection is broken and a further attempt is made to connect.

You can probably not answer the question to me but it might be worth checking.

As far as I can see, there are currently no active connections, so the password change should do the job.

I think a usage reset would be a good gesture James.

Oh absolutely.

We're going to do that once we have confirmed that the problem has been resolved.

Any update on this?

Thanks for your interest lodge. It now looks fine, normal usage for this evening and nothing before that until I got the router on line again. Only problem is my speed is 130K, so please could PlusNet adjust my usage and give me my normal speed back ~2250K. It will obviously take a few days to be certain that it has been fixed but getting my normal speed back in the meantime would be good.

It is a bit disconcerting to think that someone got hold of my username and password though. My previous password was weak and began with a 'b' so perhaps someone just set up an automatic system that went through likely words until they found the right one. The new one is much stronger and it has certainly made me think about where else I have used weak passwords, a warning I think! Luckily it didn't cost me any money, just 12 days of inconvenience and frustration.

Hi James

I think all is well now, but it will take a few days to be sure. Meanwhile I have received the most ridiculous response to my request in question 23582060 for my usage to be reset and the normal speed restored. Sorry I but I am finding it a bit frustrating having to deal on two tiers. You and Chris have been very helpful and understanding but the people answering the question have been exactly the opposite. Apologies for having this rant here but I can't see how else to get things done.

It's a pity you are unhappy at the 1st line responses to your ticket, but at least there are reps on here willing to sort out the trouble.

Thanks Unspelt.

I've passed the request through to the team who are responsible for performing such tasks. Sadly, I'm not able to do any usage resets myself as this requires access to our accounting servers, which only a few people in the compnay have.