Wrong user name or password error connecting to mobile broadband network with Windows 8 or 8.1

Applies to: Windows 8Windows 8.1

Symptoms


If you have a Windows 8 or 8.1 device that connects to a mobile broadband network, and the mobile network sends new information about the network to the device (such as an icon or network name), you may be unable to connect to the network and may get an error indicating it is due to an incorrect user name or password.

Cause


This problem occurs because Windows Mobile Broadband Service (WWANSvc) deletes the password for the mobile broadband network profile incorrectly when it receives new service metadata through the internet from the Provider.

Resolution


To work around this issue, manually select Retry from the network flyout interface.

  1. Click on the network connection icon in the taskbar to launch the Networks flyout.
  2. Click on the mobile broadband network to which you want to connect.
  3. Click Connect.
  4. You will see the message “Can’t connect. The user name or password isn't correct. Please try again.” Click Retry.
  5. Select your profile from the list, then click Next.