Cox WiFi Hotspots - why does it not recognize my log in information

I have followed all the instructions provided numberous times and each time I get the error - User Name not recognized or password invalid.  I have tried both options Cox Wifi and CoxCable to no avail.  I have add my wife try on a different machine - no joy.  I have called technical support and get the same retoric.  Has anyone else had the same issues and what did you do to resolve?