Forum Discussion

excited-ocelot's avatar
excited-ocelot
Joining in
3 years ago

New user - Verification Link Expired

Hi,

I recently signed up for home broadband. The service is installed and working fine

I’m trying to set up my online account. I received a link to complete setup, but the link expired. It gives an option to send a new verification link, but clicking that, also gives a ‘verification link expired’ message. I’ve gone around the loop of requesting new links about 5 times, and all are ‘expired’.

Searching online, I see that other people have had this problem too.

Please advise.

Thanks.

  • John_GS's avatar
    John_GS
    Forum Team
    3 years ago

    Hi excited-ocelot 

    Thanks for posting and welcome to the community.

    I am sorry to hear about the online account activation issue. From doing a system check, it appears you've gone ahead and verified it since posting. I hope everything has resolved itself for you but do let us know if there's anything further you need help with.

    Best wishes.

    • excited-ocelot's avatar
      excited-ocelot
      Joining in
      3 years ago

      Hi John_GS,

      I just tried again. It seems that my email address is verified. When I attempt to log in, it asks for my email and password. I don't recall setting up a password (other than the one for this forum, which seems to be separate). I click 'forgot password', but it says 'you can't reset your password because additional details have not been set up'.

      Can you make it send a reset password link perhaps? Preferably a link that's valid for a few days, as I don't often look at my email.

      Or is there some other solution?

      Thanks very much.

      • Zach_R's avatar
        Zach_R
        Forum Team
        3 years ago

        Hi excited-ocelot,

        Thank you for the update. That's odd, if there's an account set up then you should then be able to reset the password if needed.

        Would you mind clearing cache and cookies and giving it another try? If it doesn't work, please confirm what the error message says exactly and we can go from there.

        Thanks,