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Sheilar85's avatar
Sheilar85
Just joined
1 year ago

Can’t log in or set up password on my account

My husband died in October and I managed to get that account closed and a new one set up in my name for my broadband, phone and tv. 

no matter what I do to register the new account it won’t let me set a password either online or on the app.  I get so far and then it just times out or goes to the password reset page again

i need to change the details of my direct debit so this is very frustrating.

please help - thank you 

1 Reply

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  • Gareth_L's avatar
    Gareth_L
    Forum Team (Retired)
    1 year ago

    Hello Sheilar85.

    We're very sorry to hear about your recent loss. 

    We can help with the password reset from here if you like, it will save you a lot of stress and allow you to change your direct debit details easily once you have access.

    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen that would be great. 
    Gareth_L