Forum Discussion

benjhamin's avatar
benjhamin
Joining in
2 months ago

Account in restricted status

I moved houses a year ago and my new flatmate put the Internet in his name. I have cancelled my broadband but now my account is in restricted status. I might move in a few months so I checked my account and found that it's in restricted status.

I called support and they said that it's normal because later you need to create a new account to get new offers. I asked if I could use the same email address, they said yes.

I have tested that, and that doesn't work. I don't want to be stuck in a few months without the possibility of getting broadband. Can someone help?

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi benjhamin, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there has been some issues with your account. If the account has been cancelled then it shouldn't allow you to log in or if it does, it should advise that there are no services. 

    When moving address, you'll be given a new account number and you will be able to use the same email address however we would need to do some behind the scenes work to transfer the log in over to the new address. 

    For now, we won't be able to advise anything without an active account though. Get in touch once you've taken services and we can help resolve any issues then 😊

    Many thanks,