To insure that you are entering the correct username.  It must be your complete user name when you login.  A example would be not just the word "Support".

Basic troubleshooting Steps: 

• Reboot your computer and try again.
• Check that you have dial tone on the phone line.
• Double-check your settings, make sure the user name and password are correct. 
• Check that you have a valid phone number entered. 
• Try disconnecting (hanging up) and reconnecting (re-dialing) to IHOT.
• Unplug and plug-in your telephone connections, and power cables.
• Restart or reboot your computer. 
• Also it may be usefull to do a complete power cycle of your compute (turn if off and back on) 
• Please Contact Technical Support (408) 881-1000