Urgent help needed Broadband Basic!!!!!

lemontree

Every time I connect to Bt Broadband an error message appears saying "access denied username or password invalid" I then have to open up the Healthcheck which then says "your internet is working Backup of existing Broadband connected" I have had BT Broadband for 7 months and this has only been happening for 5 weeks. I spoke to the 50p per minute helpline and was told that this should not happen as BTconnect via my telephone number.
Please can anyone tell me how to put it right (as simply as possible please as I am not very technical)
Thank you.

Debt_Free_Chick

Can you be precise about exactly what you're doing. When you say "connect to BT Broadband" what are you trying to connect to? Your connection should be "always on" so it's always connected.

Are you trying to collect email? Or connect to internet?

A bit more information, please - we should be able to help.

lemontree

When I start my computer Broadband is supposed to start automatically, which it did for the first 6 months.
It now denies access as explained. Sorry for not explaining the problem very well and thank you for your prompt reply.

Grover

BT Broadband Basic is not necessarily always on. It's an option that can be toggled during installation (if memory serves). This is why it installs and creates a 'Connection' icon on the Desktop which gives the impression of a 'dial-up' facility.

I'm assuming that you still have the installation disks. The quickest way to get around the problem may be to just pop the CD in and follow the process again. This worked for me with my father-in-law's machine. (Remember to unplug the modem before you start).

However, if you do want to try and get a bit more technical and find the problem then there is a diagnostic that comes with your software. Sorry, I'm not on my home PC right now but I think it's called Dr101.exe

Let us know how you get on.

lemontree

I paid another person to install B T Basic for me and he set it to start when I switched on my Computer. I am afraid to try and reinstall myself as I may do this incorrectly and have to pay again. Is there a more simple way to correct?
The Broadband is trying to start when I switch on my Computer but access is then denied.
When I click on the Health Check Icon, a message says"Your connection is working Backup of existing Broadband.
Hope this clarifies!

lemontree

Sorry I should have said, After I have run the Health Check.
Thank You.

Grover

OK, let's try this then:

do you know your username?

can you see an icon on your desktop for connection to BT? It's usually dark blue.

If you can see the icon, double-click it to run.

On the window that appears, type in your username into the field and ensure that the check-box is ticked for the saving of information.

If you then connect then it will save the username that you have typed in and you should have no more problems as this will be used in your startup each time.

At the moment it sounds like you may have inadvertently saved an incorrect username.

terrymats

Not sure how BT connects. But the way I've been connecting to various ISPs is via the BT Voyager Modem option in the Network Connections. If you open it up and make sure you have put in the correct user name and password and then try to dial, it should go fine. I believe broadband dials up the number 0, 38 automatically. Sorry if I missed something.

Cheers
Terry

Grover

Terry's right. The broadband number is 0,38

....and the icon is actually, two grey computers with 'BT Broadband' written under them.

lemontree

Resubmitted Username through Mozilla which did not work so tried Internet Explorer and my Broadband connection is working after 6 weeks of problems.
You have saved me spending £35 on an "Expert" Thank You!!!