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Sim sent old house, cant access account to change

Hi, my sim has been sent to an old address and I cannot reset my email and password.


There is only 1 email I use, and the phone number from the sim has always been the same, yet when I try to reset with email + number it says invalid.


I tried to reset both email + password with surname,number and post code(again, only 1 previous postcode) and its still saying invalid.


The sim I currently have has now been cut off as the new one was already sent out. Is there a way to fix this?

Alternatively, if I cannot access the account, is there a way to cancel to contract so I can get a new one?

its the basic pay monthly sim but I use it every day and need this fixing asap, whether it be cancelled or the address somehow amended.

I have all the correct account information why is it not letting me reset? 

EDIT: I have the email address that I used at the time however I no longer have access to it.


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Re: Sim sent old house, cant access account to change


Hi K7dj,


Thank you for reaching out to us in our community and a warm welcome to you, I am sorry to hear you are having issues getting a new sim to your new address .



So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.





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