Terrible experience with Plusnet Fibre installation (Or lack thereof!)

[#1]

Hi NefariousDragon,
Could you send me a message confirming your availability next week? I'm very sorry for the issues you've experiencing with the engineer not completing the work due to the router not being present. We are disputing this with our suppliers at the moment to bring the next appointment date forward as this should not have happened.

[#2]

I'm available anytime next week. Problem is I'll have to book the morning/afternoon off work which is irritating since they don't even need to be in my flat to complete the work.

[#3]

I've updated Ticket: 86326825 on your account, we should be able to get it confirmed in the next 2-4 hours.

[#4]

Broadband engineer arrived today about 7:50am. Connected up the fibre and said it was all working.
Problem is now the router fails to connect. Internet light stays solid red and logging into the router it says that it's got an authentication failure.
Broadband username and password look ok, any ideas guys?

[#5]

Is the user name username@plusdsl.net?

[#6]

Yeah.
Login info was preloaded onto the router.
Tried a factory reset of the router too as that's what the built in router diagnostics suggested. After the factory reset the internet light went green briefly and then back to red, citing authentication failure again.
dick:quote

[#7]

Hi NefariousDragon,
I've just taken a look at your account and it looks like it was awaiting the confirmation of the order completing before activating itself. As you mentioned the work is done I've now manually activated this for you if you would like to take another shot at connecting?
Please let me know how you get on 

[#8]

Ah awesome. I thought it was probably going to be something like that.
I'm in work now but I'll give you an update later on today
jim:quote

[#9]

I've just taken a look at the RADIUS logs for you and it looks like the modem has connected of its own accord!
You can see it here, albeit rather short  
<img src="http://community.plus.net/visualradius/generated/image14016999491966.png"/>
Again, let us know how you get on when you're back and you've tested!

[#10]

Brilliant 
I'll post back later when I get home to confirm all is well.

[#11]

Seems to be working ok 
Would just like to say a big thanks to everyone who took their time to reply and to all those who helped me get this sorted out.
Although initially rocky (BTOR's fault though, not Plusnet's), I'm very happy now. Definitely the best customer service experience I've ever had.

[#12]

Good to see it's all now up and running and at a fair old speed too!