House move disaster

[#1]

@SonicScot
As a matter of interest, are you entering the username in the correct format; username@plusdsl.net
Also remember that your password is case sensitive.
Your screenshots are from a tablet - do you have a PC connected you could try this on?
If it still fails, try the following test usernames, with any password you like:
1. bt_test@startup_domain - if that connects, then there is certainly nothing for an BT engineer to do.
2. bt_test_user@plusdsl.net - if that connects, it is likely that you are entering your own user details incorrectly.

[#2]

jaggies beat me to it 

[#3]

Brian,
They are really useful tests.

SonicScot,
Can you please report back on the results of the above test logons please?  Thereafter I think it is going to be a matter of getting on the phone.

EDIT: Please do forgive me, but just to be doubly sure - can you please log on to the portal with your accountname and accountpassword - just so that we can be sure that they are correct!  

[#4]

The bt_test@startup_domain connected, the other did not.
I am aware of passwords etc being case sensitive and I am certain that I am not making mistakes when entering details.
My earlier results were posted from my tablet because my tablet behaves well on the hotspot connection, my desktop stutters and drives me nuts. The results were the same regardless of computer.

[#5]

With this login the connectivity check produced a rash if green ticks, bar the expected ipv6 one.

[#6]

Which log in?
What is the IP address on the PPP details screen please - first two of the 4 numbers only please!
Unless you are on the IPv6 trial, it is certainly not expected.

[#7]

The bt_test@startup_domain connected.
Which is the PPP details screen?
I see an IPv4 address starting 17, primary DNS starting 62. Am I reciting the wrong bit?

[#8]

That 2nd test login will fail, it's not right, I'll try and check the correct one.

[#9]

I'm off out for dinner, back in a hour or two. If you guys have any other questions I'll try to answer them when I get home.

[#10]

You are certainly looking at the right bit.
IPv4 addresses are formed as a.b.c.d and uniquely identify your current identity, which is why I wanted you to post a.b
From what you have posted, I'm guessing the address is actually 172.19 ?
This is a BT network address.
Note it is successfully establishing a PPP session that givens you the network (IP) address.
OK we will have some more info for you.  I've held off with my "phone the CSC" guide whilst AO finds the correct 2nd login ID.

[#11]

172.20
Gotta run..... 

[#12]

The bt_test_user@plusdsl.net doesn't work on 20CN unfortunately. But I would try your  username@plusdsl.net  again to see if things have changed since earlier. If not, fixing your PPP issue (failing to authenticate) should be a remote job unless something is physically broken at the exchange.
I'd be inclined to ring Plusnet again when things quieten down and ask to speak to someone with technical experience - about your ticket (quote the number). Tell them you don't understand why an engineer is needed, you certainly don't need one to attend your home as you are synced to the exchange and can establish a PPP session (authenticate) using bt_test_user@startup_domain. So someone needs to check that the Account is actually active at Plusnet's end, then check that any stale session has been killed, and if so get on the phone to BTw to see if the realm is correctly configured.

[#13]

Hi,
Drafted the following for you before you went out, but held off whilst AO looked over this...
To push this forward, then please grab a coffee, some hobnobs and then having sat in a comfy chair, call the support centre and tell them...
1. As previously requested, you have left the router turned off and unplugged for an extended period of time.
2. DSL synch is fine at present - refer to your current stats as posted earlier today 8128 is full speed on steroids for 20CN services, especially given the very high SNRM level.
3. You are seeing a PPP session authentication error
4. You have successfully connected with the BT test account - bt_test@startup_domain
5. You have not successfully connected with the BT test account - bt_test_user@plusdsl.net - Q: Should this work on a 20CN service?
6. You have an engineer visit scheduled - you would understand the merits of that if there were a line synch issue - however given that there is not, is this the right and most expedient way to get you back on line?
7. If they still insist that an engineer is required, ask exactly what kind of engineer and what have they been requested to do?
8. Ask if they can determine if there is still a stale session which requires skilled intervention from the faults team?

[#14]

That Kevin, IMHO is too many questions and not enough statements. Unless you just happen to be lucky and get the right agent, you will be fobbed off.

[#15]

Anotherone,
Yes it is a difficult call, which if you or I were making we would have the right questions available off the top of our heads.  SonicScot did ask for the "right" questions to ask of CSC.  You are right, they need to get the "right" CSC agent.
The above are all of the right discussion points to confirm that the current course of action is correct (and why) or get someone to think differently about the issue.  SonicScot needs to be as well briefed as possible BEFORE making the call and waiting for however long to get through.  I'd not be too happy if having sat on the phone for however long, that I then find the "Guys at the other end who are trying to help me" have another list of questions.
I hope that the above is clear and logical - what use Sonic can / does make of it is their call (do forgive the pun) - if they need more help or clarification I am sure that one of us or another will deliver.
Kevin