A family friend is a plusnet customer. Her broadband has stopped working so she phoned customer support. She is not technically minded but thinks the information given by the rep was incorrect.
After describing the problem she was told that the password in her router was incorrect, and that she would have to reset her router. Unfortunately she informed the rep that she had recently changed her webmail password. The rep told her that this is why she couldn't connect to the internet anymore.
Apparently her router password has changed and as a result her router, (Asus AM604G) can't connect to her local exchange.
I appreciate that routers do go unserviceable, however it seems to me that the information she was given was grossly inaccurate.
She is searching for her router username and password which if she finds I will travel to her and try a different router.