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Cannot access my new account

Joining in

I have recently separated from my husband.  I have cancelled the broadband we had and set up essential broadband as I'm a single mum.

The issue is when I log on (or try to) it takes me to the old account.

I have no access to my new account even though they have the same email address.  Not sure what to do. Called up twice but nothing has updated its been weeks


Forum Team
Forum Team

Hey Rburton, thank you for reaching out and I am sorry to hear this.

If you have set a new account up you would need to register, if you wanted to use the same email we would need to raise a IT ticket to delete it from the old one which can take up to 5 working days sometimes a little longer.

If you wanted to use a different email you can do this right away, let us know which one you would prefer and we will take it from there. Cheers 

Matt - Forum Team

New around here?

Joining in

I've called upland 3 times been told was sorted but even after signing off ... uninstalling the app. I reinstalled it a week later and still thr old accountvand won't let me register the new one

I'm so sorry to hear this @Rburton 

I'm going to pop you a private message so we can take a closer look into this. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.