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Welcome to the forum.
This is quite unique, have you received a Home hub and given it a go?
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They probably meant for you to try to piggyback on someone else's BTWifi signal. But that assumes there is one in range.
Is the username in your current router set to "email@example.com"? If not, try changing it.
That page comes up if the radius server doesn't recognise the log in details. It directs you to that page. What router are you using and what login details do you have in there? If you have no custom configuration on there, you could try a factory reset of the router and re-enter the residential login details.
Did you change the details on your router from the business log-in details when you swapped to a residential service? If you hadn't, it may be that the profile has now changed to not allow you to login jusing business details anymore. That should require you to just out the residential details in.
If you could run a quick check for me please. Disconnect the dsl cable from the business hub and do a factory reset. Before connecting the hub up, go to the router gui on 192.168.1.254, and if it is the hub3, on the front page of the router, it will show your login details, which will likely be firstname.lastname@example.org. Reconnect the dsl cable, staying on that page, use the web for the 20 or so seconds you will get and when you start to get this page again, refresh the router page and see if you are getting a user name along the lines of A615273@hg4.btclick.com. If you are, they are business line details, and your profile is likely no longer set up to get access on them.
Should then just be a case of swapping the user details to the residential ones, which one of the knowledgeable folk on here would be able to advise you of.
I think this is the details you will need to set it up: the username needed is email@example.com Password BT will work. It needs to be a PPPoE setting.