Broadband Service Username not reognised

[#1]

any ideas about the following:
my neighbours Metronet connection stopped working.
we swapped routers. Mine works with their PC & cables and MY Broadband Service Username. Their router works with my PC & cables and MY Broadband Service Username.
I can logon to THEIR account page, which displays their current Broadband Service Username & password. However, using THEIR Broadband Service Username & password on either router fails to connect.
The only difference is that one Broadband Service Username seems to be valid and the other isnt. Yet their account is up to date.
As it's not MY account, I can't contact support on their behalf (I don't think)
so would welcome any feedback as to what the problem might be and how to resolve it.

[#2]

Hi there,
I'm afraid I can't comment on anything without knowing their username.  Could you possibly let me know so that I could have a look into this for them?

[#3]

James
thanks.
their Broadband Service Username is richar237@dsl2.net
Their master account (?) is 17scarcroft
John

[#4]

John,
I've raised a ticket on his account and left a voicemail.  I'm hopeful that I've fixed it.

[#5]

James
many thanks ...
will see if it works when I get home tonight.
john

[#6]

thanks very much james ....
now works a treat.
can you say what the problem was?
john

[#7]

I can tell you that James refreshed the dial component on your friend's account, though unfortunately can't advise why the correct username and password was not working.
Apologies for the hassle,