Hi Lulublue,
Thanks for coming back to us on this.
We usually ask these questions as sometimes, it may look as though the issue is the same but more often than not, it isn't.
In your circumstance, I will need to get an IT ticket raised so we can look in to things further for you. To do this I will need to confirm some information with you. I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.
Thanks,