House move disaster

[#1]

I called Plusnet last night, around 1830, and after explaining my problem I was put through to some fella who explained the ten-day 'training period'. I don't know what department I was connected to at this point.
The whole village used to be limited to 2Mb, so I assumed my line needed some kind of updating. The guy I spoke to last night said that, after ten days, I would be getting the speed that he could see which was 8.1Mb. He didn't say I'd need to restart my router, but I assume that will be the case. My broadband came online on Friday the 12th, I've restarted the router every day since, in the hope that the speed will jump back up to normal. 'normal speeds' in the village have been around 6Mb on a good day with the wind behind it.
"do not power cycle the BT modem", I wouldn't know how to! 
jim:quote

[#2]

Forgot to say, current line speed is 7.15Mb
While looking at that I decided to try another speed test, the BT wholesale one, and suddenly my 'normal' speed is back at 6.73Mb 
That's as good as it gets up here (Highlands) so it looks like I'm sorted 
Many thanks to everyone for all your help.

[#3]

Oooopps!
Can I please clarify - are you on ADSL or are you on fibre (FTTC)?
I might be guilty of confusing this thread with another!  
If you are on FTTC, then what I said stands.
If you are on ADSL provided over 20CN then what the agent said is completely correct.  20CN is much slower at updating the PlusNET profile than is 21CN, each being the BTw services used for ADSL delivery.
It might though be possible to get CRT to do a manual update of your profile... If asked nicely.  
Edit:  looks like its has been sorted and for what it is worth, that is far better than what I get in not so rural Cheshire.
Very sorry if I have caused confusion!
Kevin

[#4]

No problem 
The village is only ADSL, fibre is still a feature on 'Tomorrow's World' as far as we're concerned.
Maybe someone saw this thread and decided to perform a manual update for me, I'm grateful to them if that's the case. Whatever the case, I'm just glad to be back up to speed. Now to discuss compensation with Plusnet for leaving me stranded for best part of 3 weeks. 
jim:quote

[#5]

Hi there,
Great to hear that you're back online
The speed update was automatic this morning, we received the new line speed at 9.44 and pushed this to your account.

[#6]

It's great to be back up to speed 
And thanks to Oldjim for the forum rules heads-up, it's a rule that makes sense and I'll follow it in future. 

[#7]

Well that didn't last very long, this morning I awoke to no internet. After yet another 45+ minute call to Plusnet nothing has been resolved. The lady I spoke with has a limited number of tests she can run, once those were quickly exhausted she passed my issue onto to the next department. Naturally, I've heard nothing since. At one point, the nice lady suggested that they might have to pass this problem back to the BTOR team. That could mean a 5th engineer getting involved with this. Unbelievable. 

[#8]

Sorry to hear the connection has dropped off.
I've contacted our suppliers who have carried out some remote work on the connection to try and bring it back online.
Can you reboot and reconfigure your router to see if that gets you back online.

[#9]

I tried rebooting the router then using the connectivity check, the results were a green tick for DSL and ATM but a red cross for PPP. I hope that makes some sense to you.
Obviously, I'm still unable to connect.
Power and broadband, on the router, have solid green lights, Ethernet one is flashing, internet has no light.

[#10]

Can you please check the username and password details here - http://192.168.1.254/cgi/b/is/_pppoa_/dt/?be=0&l0=2&l1=2&name=Internet
No PPP session is an authentication issue, rather than a line synch connectivity issue.  It is possible that these settings have become "scrunched"!

[#11]

The password is just a bunch of stars, of course, but the username is not mine. I've seen that before and pointed out to PN tech support. I know nothing about that username.

[#12]

OK there's your problem, you will need to correct these details...
User name: accountname@plusdsl.net
Password: acountpassword
The click connect.
What is the displayed user name?  Does it refer to TR69 ?
I was going to point you to this ADSL connection troubleshooting guide - http://www.plus.net/support/broadband/bbfaults/adsl-connection-troubleshooting.shtml - but it makes no reference to PPP issues.  This might be helpful - http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml.
@CRT
Can someone please take a look at the trouble shooting guide page and consider adding a step on checking PPP details?  Also note that the video ought to remind people that when attempting to use an alternative router (old or borrowed) the user needs to manually set up their account details.  If people have been used to using the automatic configuration characteristic of the PN supplied routers, they are not going to be fully aware of this requirement!  
Also in this page - http://www.plus.net/support/broadband/hardware/broadband-connection-settings.shtml - section 2, the link to the FIBRE router install guide links to the old Netgear details.
Kevin

[#13]

Each time I see a reference to tr69 I replace it with my own details, but I'm stuck in a cycle of authentication failure, I can't find a way beyond it. This page either asks for the admin login or me@plusdsl.net, every time I fill in  one I'm taken to the other.
On the router page, under Internet - PPP settings, it's got my correct username and password (I believe so anyway, but it's starred out). On the same page, at the top, link status : disconnected, last error message : authentication failed.
I have no idea how to move forward from this. I don't understand how it worked fine for two days then suddenly I'm having this problem.
Thanks very much for helping me out.

[#14]

On this page - http://192.168.1.254/cgi/b/cfg/cfg/?be=0&l0=1&l1=1 - what is the setting of "Web page interception"?
Try setting it to disabled.
For the moment, do not try to connect to anywhere on the internet.  Focus on just the router pages.  On the connection page here - http://192.168.1.254/cgi/b/is/_pppoa_/dt/?be=0&l0=2&l1=2&name=Internet - try to get the right details in the logon credential and use the connect button in an attempt to establish a connection.
There are a couple of screens which can be presented by the browser requesting username & password details - which details are actually being asked for can be confusing at times! 

[#15]

Clicking both links gives me the login page, whether I use the administration details or the me@plusdsl.net details, makes no difference, I'm simply brought back to that very same page again (using my Nexus 7 to access these links.
On my desktop, I can reach the 'broadband connection' page, I can go to 'details'. So I have some navigation.
After some manual copying from tablet to desktop I've found the 'Web page interception' it is set to automatic. I have managed to set it to disabled.
I got the second link but despite being sure of my login details it's still fails to connect, due to 'authentication failed'.