problems logging in to app

[petersladdie]

after getting a text to view my mobile bill i have been left frustrated and unable to view my bill. first i was asked to sign in to my mobile account then i was asked to sign in again to view my bill. my log in details were not recognised and after asking for a password reminder the security question was misssing. i asked for an account reset but the link i got did not work. after clearing my chrome cookies (as advised on the page the link took me to) it still wont work. surely if i sign in to my account i shouldnt have to log in again to see my bills? 

[Kain_W]

Apologies for any issues faced petersladdie,

Welcome back to the community.

Can I ask regarding this, do you receive any bills via email at all?

Also are you receving any error codes when trying to alter any account details?

Let us know,

[petersladdie]

I do not get email bills, i usually view them on-line or through the app.

i have just tried the app again and it still does not work. i have attached a screenshot minus my details obvs! of what happens when i try on my laptop, which is the same as in the app because the app directs you to the internet pages when you select sign in. 

 

[Ashleigh_C]

I'm so sorry to hear this @petersladdie

Can I just confirm, have you registered for an account? If not can you try and register now? 

Thank you. 

[petersladdie]

Yes I am registered. I have been a customer since 2004. I can't log in to any of your services. I just tried live chat and because I don't use social media it wants me to log in but I can't. Also when I was checking my account details my phone number is out of date. I was assured by your agent that it would be changed but it has been months now since. I no longer use my landline. All I want to do is change my package as my discount is coming to an end. I am now at the end of my tether 

[Sabrina_B]

Hi @petersladdie 👋.

Thanks for reaching out to us. We can certainly assist you with your logging in issues as well as your contract, we would need to bring you in for a private message to discuss this and resolve. Please look out for the envelope on the top right of your web browser or if you are using a mobile device it will be located under your profile icon.

Thanks.

Sabrina