Hello,
Please check the device source.
1. If you purchase an ONT of the formal enterprise version
Administrator (installation and maintenance personnel):
Please contact the device supplier.
2. If you purchase an ONT customized for a formal carrier version
Certain carriers may customize accounts, which are different from the default accounts. For details, contact the corresponding carrier.
3. It's also possible that someone else changed setting.
Restore the device to its factory settings. (This operation will cause loss of the original configuration data. Exercise caution when performing this operation.)
Good luck!