News0 min ago
Virgin dial up internet
17 Answers
I'm having trouble logging unto the internet , with the above service .
I'm getting a message saying - error 691 - your user name and or password is invalid on the domain .
Yet i'm 100 % certain that the user name and password is correct - i haven't changed anything , and indeed i was on the internet a day ago with the same username and password .
Before I incur premium rate charges , ringing their helpline - I was just wondering if anyone on here has the same service and have experienced this problem and if so did they solve it without ringing the helpline - if yes what did you do ?
thanks
I'm getting a message saying - error 691 - your user name and or password is invalid on the domain .
Yet i'm 100 % certain that the user name and password is correct - i haven't changed anything , and indeed i was on the internet a day ago with the same username and password .
Before I incur premium rate charges , ringing their helpline - I was just wondering if anyone on here has the same service and have experienced this problem and if so did they solve it without ringing the helpline - if yes what did you do ?
thanks
Answers
1 to 17 of 17
Best Answer
No best answer has yet been selected by Bazile. Once a best answer has been selected, it will be shown here.
For more on marking an answer as the "Best Answer", please visit our FAQ.
Possible solution / fix for error 691
With all Windows versions - Error 691 can occur if you use a bad username or password; remember in most instances the password is case-sensitive - you will not see the password, so if CAPS LOCK is not the way you expect it, you may have a problem with upper/lower-case. It may also occur if there is a problem with your service provider's access equipment, or on a 'bad' connection where the modem is retraining. Can also occur with incorrect Connectoid settings.
If you get error 691 with a new account - you may not be using the correct username and/or password. Verify with your provider exactly what you need for your username and password.
With all Windows versions - Error 691 can occur if you use a bad username or password; remember in most instances the password is case-sensitive - you will not see the password, so if CAPS LOCK is not the way you expect it, you may have a problem with upper/lower-case. It may also occur if there is a problem with your service provider's access equipment, or on a 'bad' connection where the modem is retraining. Can also occur with incorrect Connectoid settings.
If you get error 691 with a new account - you may not be using the correct username and/or password. Verify with your provider exactly what you need for your username and password.
Thanks
what..the ?
My username and password are set on the system - i.e i dont have to type them in every time i go on the net - i simply click on a connection icon - hence the resaon i stated that i'm 100 % certain they there has been no error
When you refer to the access equipment - do you mean the modem ?
I recall there is somewhere , you go into to check the status of the modem - do you know where this is ? - i cant remember
What do you mean by ' retraining ' and connectoid settings - can i check on this and if so , where ?
yvonneM
Did you ring a number to check on the service status ?
I've tried ringing the number they print on the bill - but cannot get through to any messages
what..the ?
My username and password are set on the system - i.e i dont have to type them in every time i go on the net - i simply click on a connection icon - hence the resaon i stated that i'm 100 % certain they there has been no error
When you refer to the access equipment - do you mean the modem ?
I recall there is somewhere , you go into to check the status of the modem - do you know where this is ? - i cant remember
What do you mean by ' retraining ' and connectoid settings - can i check on this and if so , where ?
yvonneM
Did you ring a number to check on the service status ?
I've tried ringing the number they print on the bill - but cannot get through to any messages
I've just read this in your post:
"My username and password are set on the system . . . hence the resaon i stated that i'm 100 % certain they there has been no error"
You've certainly got more faith in Windows than I have! Windows has a nasty habit of 'screwing up' the information in its dial-up settings. Before spending money on contacting Virgin, try checking that the settings haven't mysteriously changed themselves. (It's happened to me several times and I've also had to deal with the same problem on friends' computers):
Go to Dial-up Networking and right-click on your connection to Virgin. Select 'Properties' and click the 'Security' tab. Check that your username is correct, then delete and retype your (asterisked out) password.
That might well fix the problem. However, there have been occasions when (even though the visible evidence suggests that everything is OK) I've found it necessary to right-click on the connection, select 'Delete' and then recreate the connection afresh. If you want to try that, instructions for doing so are here:
http://www.virgin.net/helpme/dialup/connection /settingupinternet/index.html
Chris
"My username and password are set on the system . . . hence the resaon i stated that i'm 100 % certain they there has been no error"
You've certainly got more faith in Windows than I have! Windows has a nasty habit of 'screwing up' the information in its dial-up settings. Before spending money on contacting Virgin, try checking that the settings haven't mysteriously changed themselves. (It's happened to me several times and I've also had to deal with the same problem on friends' computers):
Go to Dial-up Networking and right-click on your connection to Virgin. Select 'Properties' and click the 'Security' tab. Check that your username is correct, then delete and retype your (asterisked out) password.
That might well fix the problem. However, there have been occasions when (even though the visible evidence suggests that everything is OK) I've found it necessary to right-click on the connection, select 'Delete' and then recreate the connection afresh. If you want to try that, instructions for doing so are here:
http://www.virgin.net/helpme/dialup/connection /settingupinternet/index.html
Chris
Bazile - as a Virgin customer, you should have received an email explaining that there is now NO CHARGE to call them.
We always try to listen to what our customers tell us and because you didn't
think the premium rate call charge for our technical support helpline was
right, we decided to do something about it!
That's why we're dropping the 25p per minute charge to call our broadband
technical support line. From 1st June, we're replacing it with a number
that's free to call from your Virgin Media phone, plus a separate, local
rate number if you call from any other phone. That means that now you can
get the help and support you need, totally free, just like you asked.
To call our new broadband technical support number from 1st June, just dial
151 for free from your Virgin Phone or 0845 454 1111* from any other phone.
*Calls to 0845 numbers cost 7p per minute with a 7p connection charge from a Virgin phone. Calls from other networks may vary.
We always try to listen to what our customers tell us and because you didn't
think the premium rate call charge for our technical support helpline was
right, we decided to do something about it!
That's why we're dropping the 25p per minute charge to call our broadband
technical support line. From 1st June, we're replacing it with a number
that's free to call from your Virgin Media phone, plus a separate, local
rate number if you call from any other phone. That means that now you can
get the help and support you need, totally free, just like you asked.
To call our new broadband technical support number from 1st June, just dial
151 for free from your Virgin Phone or 0845 454 1111* from any other phone.
*Calls to 0845 numbers cost 7p per minute with a 7p connection charge from a Virgin phone. Calls from other networks may vary.
Thanks guys - i'll try the various suggestions , when I get home .
I keep saying i'm going to look into the various providers of broadband to see what's an offer - I suspect that what i'm paying for Dial up currently , could get me broadband - perhaps even cheaper .
Sir prize - will it also be free for dial up customers ?
It seems to be a common problem - would I be cynical in saying that virgin wants all customers to change to broadband ?
I keep saying i'm going to look into the various providers of broadband to see what's an offer - I suspect that what i'm paying for Dial up currently , could get me broadband - perhaps even cheaper .
Sir prize - will it also be free for dial up customers ?
It seems to be a common problem - would I be cynical in saying that virgin wants all customers to change to broadband ?
Hi Folks
I'm back on
Buenchio - I deleted my password and retyped it ( for some reason I had to chose ' always dial a connection ' ) before it would change the ' apply ' box from grey to black , in order to click apply - if you follow me
Thank you all, for your assistance - much appreciated .
sir prize
For future reference - What I was asking is , if technical support would also be available for dial up customers at non premium rates - as well as broadband customers .
Also , do you mean , from ' next June '
I'm back on
Buenchio - I deleted my password and retyped it ( for some reason I had to chose ' always dial a connection ' ) before it would change the ' apply ' box from grey to black , in order to click apply - if you follow me
Thank you all, for your assistance - much appreciated .
sir prize
For future reference - What I was asking is , if technical support would also be available for dial up customers at non premium rates - as well as broadband customers .
Also , do you mean , from ' next June '
1 to 17 of 17
