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New FTTC service - unable to connect

stunnrock
Interested
Posts: 1
Registered: ‎18-03-2021

New FTTC service - unable to connect

Hi, I moved house recently, and the new service connection was confirmed on the 16th, along with a renewed contract.  The DSL light is a steady green on the BT OpenReach modem, and the Broadband light on the Technicolor TSG582n FTTC is a steady green, but the Internet light remains red.  The router reports that it is an authentication error.

I have made sure that the internet login details are correct, and the connection type is PPPoE.  Have even reset my password in the account management webpage at www.plus.net.  Tried this with 3 different routers (the other two are Netgear routers), and 2 different OpenReach modems, leaving them trying for at least a couple of hours each.  Same results regardless of the combination.

I spoke to someone yesterday on the 0345 number, but they quoted 72hours for a resolution, which seems extreme!

Is there anything that can be done in the meantime?

Thank you.