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?