ATM not present on line

[#1]

Sorry this is badly related, but not near my Mac
My broadband stopped working yesterday -
Can navigate to router no bother, troubleshooting indicates
ATM not present on DSL  ---- 
I should have noted lights on/off and type of Thomson router
Any help would be appreciated

[#2]

We messed up, big time
One of my colleagues cancelled your old account without removing your telephone number first which ceased service. I've re-ordered it but because of all the bank holidays it takes the normal 7 day lead time to the 4th of May. The orders can complete early (especially in the case of a cease-and-reprovide) so fingers crossed, it might go active before then.
I've added a 100% discount to your next broadband bill to go some way to saying sorry for the downtime and I've fed back to my colleague's manager so hopefully they won't make the same mistake again.

[#3]

Thanks for the swift reply.
Mistakes happen but if you could speed up reconnection I'd appreciate it.
You do realise this means I'll have to spend weekend with the wife.........

[#4]

Quote from: GistHunter

You do realise this means I'll have to spend weekend with the wife.........

You can spend that 100% discount on her... 
Mathew

[#5]

That makes me feel so much better 

[#6]

If it makes you feel any better one of the Plusnet Digital Care team managed to do exactly the same thing to his own line!
Edit: A hint as to who it was:

[#7]

Class!

[#8]

Quote from: Ben

We messed up, big time One of my colleagues cancelled your old account without removing your telephone number first which ceased service. I've re-ordered it but because of all the bank holidays it takes the normal 7 day lead time to the 4th of May. The orders can complete early (especially in the case of a cease-and-reprovide) so fingers crossed, it might go active before then. 5th of May no internet connection...............................

[#9]

Hi GistHunter,
I've been looking into this and the order has complete on the BT system, everything is configured correctly at our end too. Is the broadband light on your router solid green,  if so can you check your router has your username and password correctly configured.
Jojo

[#10]

Hi Jojo
At work at present, will check when I get back this evening - did check everything this morning before 0700 but all I was missing was actual broadband signal
Gisty

[#11]

HI GistHunter,
Let me know how you get on. I'll check after my tea. Also, if you haven't rebooted the router may have given up trying to sync so you may just need a reboot.
Jojo