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Lou167
Advocate

Incorrect password - new broadband

Hi 
Our broadband went live 1/12. I have set the router up and all lights are green. When I try to connect to Now Broadband on any of my devices, it says invalid password.  I’ve tried putting the password in capitals (as it says to in the instruction manual) and exactly as shown on card. Any suggestions please? Thanks in advance 

3 REPLIES 3
gavs82008
Legend 5
Legend 5

@Lou167 

Try a factory reset to the router. This might give the password a kick in the rear to get back to normal.
https://help.nowtv.com/article/improve-broadband-speed

Alternatively connect via Ethernet and change the password to something it will 100% pick up.

FYI that I do not work for NOW, just a NOW customer trying to help
Lou167
Advocate

Thanks Gav. Have to admit it turned out I was reading letter I for a number 1 🫣🤓

RoyB
Legend

@Lou167 

Glad you’ve cracked it.

For the benefit of anybody else with a similar issue, the advice in the manual about ‘all capitals’ is quite wrong, and each character needs to be input according to the case it is shown in on the label.

Set a Payment PIN on your account so that no-one but you can buy memberships on it.
Check your bank accounts monthly for any other unexpected payments to Now.
That way you can at least nip them in the bud, while you and Now figure out whose fault they are.