Forum Discussion

OscarSawyer1's avatar
OscarSawyer1
Joining in
3 months ago

Account Locked.

My wifi has been cancelled even though I have not requested it (still paying). 

I do not know my memorable word (account was made years ago). 

When I go to reset my password, so that I can update my memorable word, the email with the link to reset never comes through (tried 20+ times) 

At this point I have spent over 10 hours on the watsapp chat. I have been told 4 times that my WIFI will be reconnected, it has not been. I have also been told that I should have had my password changed manually, it hasn't been. 

At this point I don't know what to do short of blocking the direct debit & changing provider. It has been made impossible for me to resolve the problem.

 

Please help!

  • Kath_P's avatar
    Kath_P
    Forum Team
    3 months ago

    Hi OscarSawyer1, 

    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 your account has been cancelled. If the account has indeed been disconnected then you wouldn't continue getting charged each month. 

    We'd need to take a closer look at the account in order to look at what's happened and how to resolve things but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,