PPPOE working but modem is not?

[CuriousSoul]

Hi

I've been having severe and frequent service interruptions for a while. Been raising it with customer support and it came to a point of issuing a new password for me to connect via pppoe to test the line two days ago.

Earlier today my internet went down and I tried connecting via pppoe, which worked fine. But the modem does not seem to be working. I've sent two emails to customer support but haven't had a response yet.
Can someone here perhaps help with this?
See attached photos for reference.

Thanks in advance.

 

[PBCool]

Hi do you have your support ref for me to investigate?

 

[CuriousSoul]

Yes, COOL-20200928-517863

 

[Peon]

Nice carpet.

/soz off topic, #justsaying