I'm on Plusnet, and all my passwords for broadband authentication, webmail and member login are all the same. So there is a high possability that they are all linked together. Changing one password, changes them all.

So all she needs to do is update the router with the new password instead of resetting it.

In most cases, you can find the router ip address by typing ipconfig in the command prompt. It's usually the default gateway.
Also theres usually a label on the bottom of the router.
Some Windows (vista, maybe 7) operating systems, if you click on network, it gives you a shortcut for the router to login aswell.

Thanks to everyone who replied. My friend has tried to ring PN again this evening but couldn't get through. However in the meantime I managed to find the default IP and user/pass for the ASUS router. We changed the adsl password to the one given by PN earlier this evening and everything is now working again.

The password given by PN is the same as the webmail one she changed earlier in the week. Which coincided with the adsl dropping. Given that there is obviously room for misunderstanding the information she was given, I would be surprised if changing a webmail password changes the adsl login password.

Good news to hear that you friend is once more able to connect to the www.

In reply to a post by wingco1:

Thanks to everyone who replied. My friend has tried to ring PN again this evening but couldn't get through. However in the meantime I managed to find the default IP and user/pass for the ASUS router. We changed the adsl password to the one given by PN earlier this evening and everything is now working again.

The password given by PN is the same as the webmail one she changed earlier in the week. Which coincided with the adsl dropping. Given that there is obviously room for misunderstanding the information she was given, I would be surprised if changing a webmail password changes the adsl login password.

That seems ambiguous to me.

Do you mean the password for ADSL login given by PN was the same as the password she change webmail to, or the same as webmail password she change from?

If "from", then we haven't explained the ADSL login fail. If "to", then "I would be surprised if changing a webmail password changes the adsl login password" doesn't make sense. It self-evidently did, so you would rightly, (as I am), surprised that it does so, but "if ... would" doesn't enter into the discussion. From the posts by others it certainly appears to be "to".

Edit - grammar.

Edited by RobertoS (Mon 03-Oct-11 09:43:25)

From what I understand, her router was setup by another friend some years ago when she joined one of the companies subsequently acquired by PN. I assume her ADSL connection username and password would have been supplied by that company.

She recently changed her webmail password. She switches her router off each evening and on again when she wants to connect to the internet. After changing her webmail password the router failed to connect.

She contacted PN who told her in apparently a vague manner, that the password in her router was wrong and the router therefore needed resetting. This is probably where some confusion occurred.

She told the PN rep that she had recently changed her webmail password. He then told her what her new webmail password was. But didn't tell her to change the router password to that password.

Having changed the router password to the same as the recently changed webmail password, the router connected and all is well.

I was surprised to find that changing a webmail password resulted in the ADSL connection password becoming defunct.

That's what I thought you meant.

I don't think it too surprising, but it is appalling that there aren't messages all over the place warning about it before the change, and a notification afterwards.

The rep using the word "reset" is also unfortunate, when what was meant is re-enter the login (revised) details, or in this case just the new password.

Four days of downtime could have been avoided by a simple explanation that the router password needs to be changed to the same as the new webmail password. In fact any downtime could have been avoided by using a system that keeps the ADSL log in password separate from other passwords.

Yep!

In reply to a post by wingco1:

Four days of downtime could have been avoided by a simple explanation that the router password needs to be changed to the same as the new webmail password.

That information used to be on the password change pages but it seems to have gone walkabouts! :\

Any router we've supplied since 2009 will automatically reconfigure itself following a password change.

Rgds,

Passwords for mailboxes are edited from http://email.plus.net The default mail box (which shares the same password as the portal login and the router login) has no edit option (i.e. you can't change your main password from there).

I suspect she wanted to change the password for the default mailbox and was directed to https://portal.plus.net/my.html?s=0&action=change_pa... which is accessed from the Account Details page. As Bob has noted there are no notes about what that will affect (hopefully to be rectified soon!).

Edited by jelv (Mon 03-Oct-11 14:36:30)