Cannot access my new account

[Rburton]

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

[Matthew_ML]

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 

[Rburton]

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

[Ashleigh_C]

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.