Unless they changed the main password which would stop authentication

Which they might do if they suspected unauthorised access to the account (Member Centre).

The computer is clean. It is not the source of the spam email, if indeed there really are any.

Upon further investigation it seems that internet access was working except for madasafish webmail, which makes sense. She had several calls with support to get access restored. The password on the account was changed and internet access was lost. She was advised to update the router password, which she did, but still no access. Reset etc made no difference. Supports answer to this is that the router is faulty - pay £40 and we will send you a new one.

Neither the original (previously working) or the new password work with webmail. The webmail password reset procedure does not work. In the 'Account Details' section on the website it says "Email: Not active". So email is not working because it has been deactivated and who knows what the password might be now.

The 'Account Details' section also says that the 'Broadband Username:' is mf******[email protected]. The router itself has ??***plusdsl.net. In any event, surely the Plusnet branded Thomson technicolor TG582n should auto configure the line / login? If not which login ID should be used?

All help appreciated. Thanks,

Edited by deleted (Sat 30-Aug-14 02:49:28)

Who is the ISP is it Madasafish or Plusnet?

The login in my Netgear router for PN BB is ********@plusdsl.net +PN password

When maaf was my ISP the login for the router was *********@go-broadband.com + maaf password

Sounds the usual Plusnet email layout birds-nest. Always was strange.

In reply to a post by professor973:

Sounds the usual Plusnet email layout birds-nest. Always was strange.

Rats nest even!

In reply to a post by Apprentice:

Who is the ISP is it Madasafish or Plusnet?

Started life as MAAF. Became PlusNet maybe 2 years ago. That said the bills say MAAF. So maybe it's still MAAF, but surely they are now one and the same. The difference is just branding and cost?

The router cannot authenticate, so the credentials are wrong somewhere. And this only happened when the account password was updated by a much more complicated password with the aid of support.

Surely the PlusNet auto configure should have input the correct credentials.

Anyway I was just reporting what the router had configured versus what the account status on the website says. I can't try again till tonight or maybe the morning. I want to reset the router and let it auto configure. That's how the router got set up when it was originally supplied about two years ago. Any reason why that won't work?

It was entirely out of order for support to suggest that the router is kaput. And the customer still has no access to the MAAF email account. Sending a new router isn't going to fix that.

Hi Enceladus,

I'm sorry to hear of the issues with the MAAF email and the broadband connection.

Can you PM me the username and I'll be happy to take a look at this?

Regards,

Uodate:
As I suspected router auto configuration does not work with (migrated) MAAF accounts. The router connects just fine once the mf******[email protected] ID and the updated password is manually input. I also notice that a similar scenario occurred just over a year ago. The bottom line is that there was nothing wrong with her router and support were totally out of order to try to sell her one for £40. Customer Services have sent her one, on some sort of deferred payment, but it is simply not required.

As stated earlier the PC proved to be clean as a whistle. And in particular there is/was no keylogger. So if the email password was compromised then I can only conclude it was discovered by brute force. (That said I haven't seen a shred of evidence to suggest that the email account was actually ever compromised.)

And webmail remains disabled despite the fact that she has complied with the request to update with "a new strong (cryptic) password". So the original issue is still not fixed.

Trouble is that to spoof someone's address you don't need to hack their email at all. Most mail clients will allow you to set a different "from" address incredibly easily. And if that is what they have done then changing passwords makes no difference whatsoever.