The most common causes are 1. the User Name and/or password you are attempting to use is not valid, 2. the Internet connection service you want to connect to isn't ready for you to make the first connection.
We need to have more information from you in order to help you. We can help you by email or by phone during our support hours. Please complete the "Technical support inquiries" form linked below and supply as much information as you can so that we can investigate before contacting you. Alternatively, please call us or ask us to call you for assistance.