I'm trying to access my account under my new email/username that i reset 18 months ago - at which point i could never complete due to the error 'sorry we can't confirm your username'. I've come to revisit this as i need access to my bills but when i try and re-initiate the confirmation by sending another email via the login process, it just comes back with the same old message.
Unfortunately i've forgot my password so I've tried resetting the password on my old account username but it doesn't recognise my security answers - first screen asks for mothers maiden name and DOB (hopefully i would have thought i knew this regardless of case) and 2nd screen asks for account and latest bill details which is sitting in my email Inbox so not sure how they are coming back incorrect - possibly because of this username verification issue???
Can someone help to either reset the password on my old username or get this confirmation email to work finally??
I tried to change the email/username 18 months ago when i took out a new contract as i no longer had access to the existing email address - it is sending the bills to this new email address even though the username part is not confirmed.
I am still a customer, i just want to look at my recent bills as i no longer get paper ones as i've noticed additional charges each month.