|It's easy to lose track of all the usernames and passwords you have, making it confusing which username is for what service. This guide helps by explaining what usernames you might have and what each one is for.
- How to find out your username
- Master account login
- Broadband service login
- Mailbox service login
- If you need to contact our Support Team
1. How to find out your username
If you've forgotten your master account username or password:
- Visit the Password recovery tool. Here you can enter your master account username to find out your password, or if you've forgotten your username, simply enter your contact email address.
- If you've forgotten your broadband service username or password:
Login to the Member Centre, then visit the My Account > Services Summary. Alternatively you can check your modem these details are stored automatically.
- If you've forgotten your mailbox login username or password:
Login to the Member Centre, then visit Services > Mailbox > View details. This will show you your Mailbox username. You can then change your Mailbox password to something you can remember.
2. Master account login
Your master account is your free Metronet account. This contains all services you buy from us (previously known as an Extranet account).
You can link as many services as you like to your master account (either broadband or email), each with their own costs. These are all billed to the master account. However, most customers will just have one broadband service and maybe one email service on their master account.
Username: Your master account username is the one you chose when you signed up for the account. This is the username you use to login to the Member Centre. From the Services page you can see all of the services attached to your master account.
If you find that you can't log into the Member Centre you should check that you're entering your master account username and password and not your broadband service's username and password.
Also, make sure that youre entering your details correctly. Usernames and passwords are case sensitive.
- If you signed up before February 2006: The password will have been set by us as a random selection of 8 letters and numbers. Unless you have changed this since you signed up, this will still be the same.
- If you signed up after February 2006: You will have chosen your own password as part of the sign-up process.
3. Broadband Service login
This is a specific broadband service you may have ordered for a specific telephone line. Most customers only have one, but some customers will have more. All of these are billed to the Master Account.
Username: Each broadband service you have linked to your master account has it's own unique username and password. (These are what you use to connect to broadband with your modem/router on one specific telephone line. You won't need to use these for any other reason than this).
- If you signed up before February 2006: We will have set this username for you and will generally look like: email@example.com
The password will have been set by us originally as a random selection of 6 letters and numbers. You have the option to change this from the View Details link on the Services page of your account.
- If you signed up after February 2006: You will have chosen your own password as part of the sign-up process. However, by default this will generally look like:
The password will usually be the same as your master account username and password, unless you specified a different one.
4. Mailbox service login
You may have a Metronet email address (costing £8.81 per year). If you do, this will show as a Mailbox on the Services page of your account.
Your mail box has its own username and password.
Username: This is the part before the '@' symbol. E.g. if your e-mail address is firstname.lastname@example.org, then your e-mail username is joe.bloggs
You will have received a password for your mailbox when you set it up. You can change this password at any time by going to Services > Mailbox > View details. This takes you to the Mailbox Summary page.
5. If you need to contact our Support Team
If you call our telephone support number our Support Team you'll be asked for your username.
If you give your broadband service username and pass our security check:
We can only talk about problems youre having with your broadband connection. We can't discuss billing or orders on the account.
If you give your master account username and pass our security check:
We can speak to you about anything to do with the account.
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