Why do I get “Error 691: Access denied because username and/or password invalid” when I try to dial in?
Error 691 is a very common error code, and it actually is caused by 3 different things. 1) It could be because your account has been deactivated. Call our Billing & Membership department to check on the status of your account. If the account is active and in good standing, then check to see if you are using the correct Username and Password. 2) Re-enter your Username and Password. Sometimes an additional character is added to the end of the Username (like a Space character that you cannot see). Deleting out the Username and Password, and then re-entering them can fix this. 3) Your account name is already connected. If a member of your family is using the account from another location, or someone has gotten your Username and Password information, they may be using your account without your knowledge. Check with family members first, and if they aren’t using the account, contact technical support to verify if the account is already connected from another location. Keep in mind, you shoul
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