Can’t connect to new router/modem

[Jackayres98]

So I just got a landline and fitted it and the number quoted is the correct number associated with the account 

[Keith_Beddoe]

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@Jackayres98 wrote:

So I just got a landline and fitted it and the number quoted is the correct number associated with the account 

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That is a good start, it proves that you do not have a crossed line.

What has probably happened, is that your line has been connected to the wrong port in the cabinet. You will have to wait for Openreach to check that.

Which BT Home hub are you using?

[Jackayres98]

I’m using the Bt smart hub 2 part of my complete WiFi package 

[Jackayres98]

Does anyone know how to reset my broadband username and password as my username is currently reflecting as [email protected] and the password shows as not configured can It possibly be that ?

[licquorice]

Yes, it is the generic username used by every BT customer. Authentication is via your phone number. It can't be changed and wouldn't work if you used a third party router with anything different.

[Jackayres98]

I’ve seen on multiple other cases that are the same as mine that they change it and it is updated and works straight away ? I’m very confused 

[licquorice]

No you haven't. They can't be changed and are the only PPPoE credentials that work with BT broadband.

You are possibly confusing it with the WiFi SSID and passkey.

[Jackayres98]

I’m afraid I have... direct copy of the information from the reply on a fault the exact same as mine:

You need to make sure that the login details on the router are correct.

This should work.

 
You can use a user name of[email protected] and a password of bt

thank you.

[pippincp]

That is for a third party router.

[licquorice]

As I said, the login is generic and cannot be changed on the home hub and are the credentials that need to be entered on a third party router. Strictly speaking, the  name that should be used is [email protected] but the part before @btbroadband.com sometimes works with a different string and is erroneously recommended as the correct credentials to be entered on third party routers.