Hey @claredown, I hope that you've managed to get \ some assistance since posting. The username refers to your Optus net email or primary username for your broadband account i.e. firstname.lastname@example.org. If you can't remember your password, you can always request a password reset from our live chat → http://yesopt.us/chat2us or tech team → 131344. They'll send out a temporary password via SMS.