Email not working

[#1]

Long term PlusNet user, yesterday my main account returns an error message username passport not correct. I have tried requesting a reset for the password, but the same happens. 

I am at a loss, I don't know what I have done. The main email address is: < my surname +mike > I get the error message " Unable to verify account name or password "

Grateful for help please. I am going a little mad!!!

[#2]

Hi Mike,

Reset email password

If you are not able to login to the email address using webmail, then it is likely that your email address has been identified as being compromised and has had its password changed. Where email address passwords have been changed to protect the integrity of the service, the Plusnet account password is left unchanged.

Which ISP are you with, Plusnet or one of the other / legacy vISPs?

Plusnet / Force9 / FreeOnline users can only change the password on the DEFAULT email address by changing the password on the user ACCOUNT through the user portal. You can change the password on a secondary mailbox using the Manage My Mail options in the user portal.

Brightview users (Madasafish / FreeNetName / GlobalNet / IC24 / ICScotland / Dialstart / Totalise) logging into webmail should use their full email address. Use the MAAF user portal to update the password on the default email address (change the account password) and use this MAAF guide to change the password on a secondary mailbox address. If you cannot recall the account password, you will need to contact support ... because the account password change process sends an email to the mailbox you cannot now access.

DO NOT USE THE SAME PASSWORD AGAIN for that would allow the continued exploitation of the account. The new password should be cryptic and not one used before.

Note that changing the account password will change the password used for logging on to the relevant user portal. If your email service is NOT a retained legacy service (one associated with a retired internet service account), then the password required by the router to connect to the internet will be changed too. If the router is a Hub Zero or a Hub One supplied by Plusnet it should update automatically. If not, you will need to log into the router, drop the connection, change the password yourself and reconnect.

On the assumption that the email address password has been compromised, I strongly recommend that wherever you have used that email address / password combination as access credentials to services such as Amazon, Netflix, eBay etc., that you also change the passwords on those service as well.

[#3]

Hello:

Thank you for your helpful reply, I am grateful. I changed by password in Plusnet. However I access the PlusNet emails via my Apple Mac Mail. Here I am getting the error message < Can't connect to account PlusNet> On changing that password, I get < This account already exists >

Grateful for further help please?

[#4]

First thing to check - can you login to the mailbox using webmail successfully?

If you can, then thereafter you have an Apple Mail issue, which you might find help with on Apple's support site.  Are you sure that you are modifying the existing account (on your MAC) rather than creating a new account?

If the existing account on the MAC is configured as IMAP, you can delete the existing account on the MAC and create it again.

I am aware that on iPhones, the Apple Mail application can get its configuration settings confused and recreating the account can be the most practical solution.  You should look to Apple support for authoritative advice.