Two things dude:
1) you can always ring up tech support and without going into things just say you have got a problem with your connection for which you have been provided a fault reference for and you would like an update. If the fault ref is genuine, you should be able to give it to them without providing any additional info (account number, address etc) and they can tell you what is happening.
2) Scroll down to the fifth post in this
link and follow the instructions.