When you install your NETGEAR DSL modem router, the NETGEAR installation assistant might display an Incorrect ISP Username or Password error message. This indicates that your Internet service provider (ISP) can’t validate the user name and password combination that you entered for your DSL account.
NETGEAR Support does not have access to your ISP user name or password and cannot help you find them. Contact your ISP if you need help with your DSL account credentials.
If you are experiencing an Incorrect ISP Username or Password error, try the following:
Check your ISP’s account login requirements
Make sure that you are using the account credentials that your ISP requires for your DSL service. These are different from your router’s admin credentials. For example, your ISP user name might be your account number, email address, phone number, or a user name that you previously created.
Turn off Caps Lock
Your ISP user name and password might be case-sensitive, so make sure that Caps Lock is off when you type them in.
Contact your ISP
If you still can’t log in, contact your ISP for assistance. Your ISP can verify the login requirements for your DSL account or help you reset your password if you forgot it.
For a visual guide to troubleshooting this error, see the following video: