Welcome pack

I seem to recall all previous wecome packs have included login details but my latest is just an email with general information rather than specifics. Is this the norm nowdays?

Just checked and Talktalk (for example) include the details in their welcome letter http://homehelphub.com/Product/TalkTalk-How-do-I-get... so .....

Edited by hk11 (Tue 24-Sep-19 18:43:27)

All usernames and passwords for that kind of thing have always arrived via email for me in the past .....

Which service provider are you joining ? Some, like BT Retail for instance, don't require usernames and passwords.

Aha, Shell energy it would seem ...... reselling TT.

Was it not you asking about login details for them earlier in the week ?

https://forums.thinkbroadband.com/general/t/4625466-... in fact.

Edited by Zarjaz (Tue 24-Sep-19 18:46:46)

Interesting as Shell Energy say :-

"Thank you for your email, due to security purposes I cannot give you the password over email"

Would this be in the .bin file if I export the config?

It was. Not getting anywhere.

It would seem they just don't want you to use your own router. I thought this was illegal now?

Would this be in the .bin file if I export the config?

Sorry mate, you are asking the wrong guy ... employed for my looks innit.


(if you saw me, you�d laugh too)

As a general question to all, no matter what your looks.

I've not seen anything like that from TT, but then I've been a customer since the year dot, and things have probably changed.

Not sure how shell energy works, but TalkTalk residential broadband works with no username/password combination required. Authentication is automated.

I don't think you would find it unencrypted in the bin file otherwise that is how everyone would advise getting it. Either it is a standard password (which I think you have pretty much exhausted) or they need to tell you what it is. I suspect that Shell are too niche for many people on this forum to have any experience of them.

There is a 01*********@first-utility.com is the username and a ****** in password on the router they provided, so it appears they are needed.

Thanks for that.

Managed to get them to tell me they do not send out passwords as part of a welcome pack today, so after much wasted time I have re-requested the password. I have no confidence in them sending it, but apart from the router's serial number, I have pretty much exhausted all standard entries.

You can likely extract it with a wireshark. TalkTalk haven�t needed a password to be entered since around 2012 AFAIK.

https://forums.thinkbroadband.com/talktalk/4116300-t...

On the shell energy website it does suggest they will provide the username / password https://help.shellenergy.co.uk/hc/en-us/articles/360...

In reply to a post by hk11:

There is a 01*********@first-utility.com is the username and a ****** in password on the router they provided, so it appears they are needed.

I think you'll find that TT does not need a password. The router holds a preset user/pass but anything works.

CS are most likely thinking you are asking for the customer portal password.

Well, i've tried a few things, but they all fail authentication, so .....

I made it clear I was asking for a password for the 01*********@first-utility.com, so ....

It would appear Wireshark is a utility to sniff http packets rather than initial username and password. How would you sniff a wire before the ADSL link was up?

Although a TT reseler, Shell Energy appear to have their own system.

I have the username, it's just the password that is stared out on the supplier router.

Edited by hk11 (Wed 25-Sep-19 19:19:11)

In reply to a post by hk11:

I have the username, it's just the password that is stared out on the supplier router.

The fact you are having problems with them doesn't seem to be new. All the reviews for First Utility (old name) say the provided router is "very basic" and there is this thread from 2018 on MSE with one customer trying to get the PPPoA password as well.
https://forums.moneysavingexpert.com/showthread.php?...

I would try one of the more specific forums on here, such as:
* ISP unhappiness - https://forums.thinkbroadband.com/unhappiness.html
* Other provider - https://forums.thinkbroadband.com/otherisp.html

As you might get other previous customers of First Utility, whom don't look in this General forum.

Yes each isp handles their own authentication.

Are you a brand new customer, if so you are likely still in cooling off. Not sure how it works on shell or the rules. Ring through to cancellations let them know you you are considering leaving as you cannot get a username and password, it might help push things. Also ask the case to be logged as a formal complaint.

In reply to a post by ukhardy07:

Are you a brand new customer, if so you are likely still in cooling off. Not sure how it works on shell or the rules. Ring through to cancellations let them know you you are considering leaving as you cannot get a username and password, it might help push things. Also ask the case to be logged as a formal complaint.

+100. Yes get the complaint logged, and tell them you are thinking of leaving (migrating) to another ISP.

ADSL or fibre?

ADSL

Yes, new customer.

I've raised a complaint and had a confirmation email, so they are aware.

I couldn't face all the distruption of leaving, as I am sure there would be lots of downtime whilst they augured their case.

To make matters worse they haven't billed me as agreed, so I've raised a complaint about that as well. Just wish I'd waited till my NowTV contract expired and gone back to Plusnet now, but hey ho.

Thanks for the pointers.

I didn't think there could be any real problem as most ISPs are much of a muchness these days. Last time I was with Plusnet they started to have billing problems and it seems they still have. I must admit I haven't had any problems with NowTV or before that Sky, although it may just have been luck.

In reply to a post by hk11:

ADSL

Then I suppose TT resellers do enforce a user/pass, unlike TT regular. Is the username 01warehouse? I think that's what I had on TT, although the domain was different obviously.

Have you tried your home phone number as the password?

Ive been with plusnet since 2014 and not seen any billing problems. I always assume what you read on forums is affecting a small number of customers. All the customers without problems aren�t on the forums.

Ensue it�s logged you want to use cooling off it not resolved.

01*********@first-utility.com

I haven't tried the phone no. as password; thanks for the suggestion.

I think you meant to reply to a different post?

Add cooling off if not resolved you mean?