House move disaster

[#1]

I'm afraid I shall disagree with you on that

Quote from: Townman

The above are all of the right discussion points ...........

Sorry you don't directly address two of the most obvious issues - the Plusnet account being active and the Realm being correctly provisioned by BTw. Nor does killing a stale session require specialist intervention from the faults team, but it does require someone who has been trained how to do it.

[#2]

Many thanks guys for these suggestions, I am now far better prepared to tackle tech support thanks to your help.
I did mention the possibility of a stale session the last time I called them, this was dismissed for reasons I can't recall, but the person sounded like they knew what they were talking about.
I'll call again today and use the points suggested here.
Dinner turned into drinks last night so I was late getting home 

[#3]

I guessed as much, hope you enjoyed yourself

[#4]

Much fun was had by all 
I'm going to call tech support shortly, I'll report back here afterwards.

[#5]

@Anotherone,
Two heads are better than one - the additional questions are useful, though given that this service has worked, one would hope that the account is still active.
@Sonic,
One further question to have up your sleeve is "Can you see the authentication attempts which are failing" and if they can "Can you tell me why they are failing?".

[#6]

So I just spoke to a chap who clearly understood the technical jargon I was throwing at him, he's going to run through some tests and call me back by 1pm. I explained what I'd tried at my end, the bt_test@startup_domain bit and how my numbers seemed to be great. I quoted you guys as if I knew what I was talking about  ; I don't think this chap bought it though 
So we'll see what happens when he calls me back this afternoon.

[#7]

Its now 14:00 

[#8]

And still not a word 

[#9]

And it is still not connecting with your account details...
sonic@plusdsl.net (or whatever)?

[#10]

Nope, no connection 

[#11]

So 16:00 - contact time +3h
There is going to be no contact on here from PN staff today - CRC does not work Sunday.
Are you going to wait or phone again?

[#12]

I'm going to call again soon, I'm not at home right now but I'll ring them once I get back.

[#13]

As I walked in the door the phone was ringing, it's the chap from tech support. After he explained all the checks he had made at their end (a list if stuff I can't recall, but realm was mentioned) he has now got me to do a factory reset on the router and he'll call back again in 15 minutes,once the router has finished it's cycle.

[#14]

"Realm" was one of the questions added by Anotherone (I will not hear the last of this one!  :D).

Quote from: Anotherone

I'm afraid I shall disagree with you on that... Sorry you don't directly address two of the most obvious issues - the Plusnet account being active and the Realm being correctly provisioned by BTw.

It refers to the configuration of your line / account and its association with PlusNet.  There have been historical cases of people being setup in the realm "@plus.net" rather than "plusdsl.net"
I get the impression that he was similarly minded that an engineer visit ought not to be necessary?
I await the next instalment!  

[#15]

I've been on the phone for a while now, trying all sorts to get this working, but failing. The router us now turned off so they can check that the line they are testing is the one I'm connected to  😮