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problems logging in to app

Dialled in

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? 


Forum Team
Forum Team

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,


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. 

 Screenshot (50).png

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. 

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use social media it wants me to log in but I can't. Also when I was checking my account details my phone number is out of date.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 

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.