Updated contract yesterday today internet down

[#1]

All working well was already on fibre no real problems, I have a BT hub as old plusnet router could not cope with hive camera. All worked well until today orange light on router reset nothing. Rang plusnet complete knob on the phone just refused to acknowledge BT were part of plusnet even though it was agreed yesterday plusnet had actually paid for me to have bt hub. He has sent me a plusnet router even though I said I didn’t need one, kept saying that I had changed password or unplugged it . I assured him that neither had happened, then tried to another name on the account did it but as she has not been here or lived here. Feel like I am being gaslighted. When we both know they have changed somthing their end with the new contract. Losing landline on Wednesday but landline still working today. Now have to connect  the BT homepage make sure all passwords are in. Any directions? 

[#2]

@Catpuss 'on fibre' - do you mean Full Fibre (FTTP) of fibre to the cab (FTTC)? I suspect the second, but confirmation would be good. Orange steady or flashing ?

PLUSNET are a brand within the BT Consumer Division, but a separate entity.

[#3]

Thanks for reply John, all sorted rang back plusnet nice chap took me through bt smart home they had to reset password their end as mine would not work, just trying to contact camera on hive. Much appreciated for your input. 

[#4]

Hiya @Catpuss 

It looks like the account password was changed at some point in the past and the router has done a software update. It's then seen that the details are not matching the account. All you need to do is log into the router and update the account password in their to the correct one and you will be back online.