Cannot log-in to customer area

[troesma]

Hi

Tried today to log into the IDNET customer area.

TBH forgot my username, which I think is myusername@uk.idnet.dsl4 and use the password I use normally to log-in to the service, but nothing. Tried to use the retrieve username and password facility (which requires to provide the phone # my broadband service is hooked to) but nada; seems not to work (sends me to a "retrieve password" page which asks for the username, which is precisely what I want to confirm.

Any ideas..?

Thanks

[Steve]

You should be able to find your correct username in your router

Forgot my manners 

[Rik]

Failing that, an email to support, using the address they correspond with you on, will obtain the information. I've just checked that the system is working OK, and I am also on DSL4.

[Inactive]

Hi and Welcome...

Just tested mine, it is working OK as well, also on dsl4.

[Ann]

TBH forgot my username, which I think is myusername@uk.idnet.dsl4

Mine does not have the the uk bit in the login.. username@idnet.gw5 is mine.

Does anyone else's have the uk in it?

[Inactive]

Yes Ann, mine does.

[Sebby]

As others have said, you can check the router for your username, or just get in touch with support.

Mine does not have the the uk bit in the login.. username@idnet.gw5 is mine.

Does anyone else's have the uk in it?

DSL4 and GW5 have different formats, Ann.

[troesma]

Username is set to Administrator under the User Management tab in the Toolbox menu (BTW I have a Speedtouch 536)

Any ideas, before contacting support..?

Ed

[Sebby]

That's the router's username. You need to get into the broadband configuration page to find the IDNet username.

[troesma]

Gotcha..!

[Rik]

Does anyone else's have the uk in it?

Anyone on dsl4 has the form user@uk.idnet.dsl4, Ann, while those on GW5 have the form user@idnet.gw5.

[troesma]

Just as a check, ran a speed test today with following results



BT Tester suggests

Test1 comprises of Best Effort Test: -provides background information.
Your DSL connection rate: 3680 kbps(DOWN-STREAM), 448 kbps(UP-STREAM)
IP profile for your line is - 3000 kbps
Actual IP throughput achieved during the test was - 2789 kbps

Being on ADSL Home Max, in London... maybe it's the distance to the exchange... 

[Rik]

The figures look fine for your sync. What's your downstream attenuation and noise margin?

[troesma]

Noise Att (up/down) 26/42
SN margin dB 18/10

[Sebby]

You should be getting higher sync than that on a 42dB line. I'm on a 47dB line and sync at around 4.5Mb with a 9dB target SNRM. I suspect your target SNRM has been raised automatically in response to instability.

Do you have a master socket with a removable lower plate? If so, could you carefully remove the faceplate, connect the router to the socket behind the faceplate, and repost the stats?