Previous Owner Account not closed - no further information received

I’d placed an order on the 7/12/25 for broadband and was informed at this point there may be a previous account at the property that needed to be closed first.

I’d received an email on the 8/12 that the previous account was being looked in to, but haven’t received any further communication from this date.

I’ve attempted to use live chat but they signpost to logging in to an account to check order status, which I can’t access without the account being setup and provided an account number.

They had said a sales representative would call twice today within 30 minutes, but this was never received, and I’ve also attempted to call the number given on the email 0800 052 7588 but this doesn’t seem to get through to anyone. 

Is it possible for this to be looked at or which number to contact regarding this?