Well, this is always an annoying resolution to a problem but... it just started working.

Hadn't changed anything at my end so presumably it all just took longer to provision than they thought. Thanks all for advice!

Oh wow, are they using Mikrotik? Or is that your equipment?

Glad it worked out eventually.

You did the right thing in testing the PPPoE using a laptop, as ISPs are usually tempted to blame a bad user configuration when using your own router in place of any ISP supplied kit, unless they are willing ot look at logs or captures.

We do the same kind of thing with fixed IP leased lines when the supplier says it has gone live and before connecting our router.

In reply to a post by edmoore:

Well, this is always an annoying resolution to a problem but... it just started working.

Hadn't changed anything at my end so presumably it all just took longer to provision than they thought. Thanks all for advice!

Maybe the Hey system did not like the change of MAC address at your end,