Broken account and internet

[#1]

I recently moved house. Everything was working fine and my old phone number moved to the new address....

For a week now after raising a ticket my internet is dead (phone line is working on the correct phone number) 

When trying to connect to the internet I am getting an PPPOE authentication error.

I have been onto my account and see that for some reason without my authorization plusnet has removed my line rental and inclusive weekend and evening calls.

We did raise a ticket last week but it has not been updated since.....

[#2]

No one able to help?

[#3]

FYI was contacted on Saturday by phone about this.

Been told nothing wrong with the line and they will send out a new router....

In the mean time tested a known working router (unplugged from another property also plusnet)

Exactly the same issue so I know this new router won't fix the problem.