Broadband disconnected for hours - can't get through to support

[#1]

Hi everyone,
I've been without internet since this afternoon and I'm really stuck. Hoping someone here can help.
What happened:
My broadband suddenly stopped working. I contacted support via the help sms and was told there's no issue on the line. I kept getting stuck in a loop asking for an advisor but never got a callback. I tried calling and waited for 1 hour from 6:30 but since it was their closing time around 7:30pm nobody picked up and got disconnected.
What I've tried:

Turned off the ONT for a few minutes, then back on - PON light is green, so that side seems fine
Turned off the router for a few minutes
Factory reset the router

The problem now:
After the factory reset, my router settings changed to the default setup@plusdsl.net username. The router shows "Broadband status: Disconnected" and won't auto-configure.
I tried entering my actual username (*********@plusdsl.net) with my Member Centre password, but it still says disconnected. The same password works fine for logging into my Plusnet account online, so I suspect the broadband PPPoE password is different and I don't have it.
Current status:

ONT: Green PON light (working)
Router: Orange broadband light (not connecting)
Connection status in Hub Manager: Disconnected
No IP address, no DNS

I really need this sorted urgently as I have important work meetings and I'm completely stuck without internet. I've tried everything I can from my end.
Can anyone advise? Is there a way to get my PPPoE credentials reset, or is there something else I'm missing?

@Gandalf - I've seen you help others with similar issues, would really appreciate if you could take a look.

Thank you!

[#2]

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@chithrag11 wrote:


I tried entering my actual username (*********@plusdsl.net) with my Member Centre password, but it still says disconnected. The same password works fine for logging into my Plusnet account online, so I suspect the broadband PPPoE password is different and I don't have it.


Can anyone advise? Is there a way to get my PPPoE credentials reset, or is there something else I'm missing?

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@chithrag11 

The passwords you refer to are one and the same.

[#3]

Yes member password is what I tried in the router settings against broadband user name and password . When I clicked connect it rotated for few seconds and said disconnected . When I reset my router it goes back to setup@plusnet.dsl

[#4]

Moderator's note(s):

Thread moved from Broadband to Full Fibre.

[#5]

Hi @chithrag11 

Welcome to our community.

I'm sorry you have had trouble getting in touch, our teams are open until 8pm so you should have been able to get through to someone to help.

Are you still having issues this morning and have you tried calling again?

Lesley