Can anyone offer me advice on accessing a mobile account
It is my wife’s phone and she has been exceeding her talk time allowance so need to upgrade to a plan with more talk time.
I have tried phoning 789 but the password I have written down is not accepted.
Have tried to register on line but get to account verification where it asks for the answer to a security question but there is not a question displayed.
I thought may be we had already registered the account so went to the login and went to the ‘Forgot Password’ but got message ‘ Couldn’t reset password because there was a problem with the Email address. This is despite the fact that she gets offers about her account to the Email address I used.
Then I tried the ‘Forgot Email and Password’ but got a message ‘Sorry we can’t find you on the system.
The bills for this phone, my mobile, broadband phone and TV package are all payed from the same bank account.
One further problem is that my wife is recovering from a stroke so is unable to handle having the hassle of talking to people asking for information.
Any help would be appreciated, I have tried every number I can find to get to an administrator who can help. The only way I can see at the moment is to cancel the direct debit and start again with a new SIM card.
I swapped to Virgin Mobile in July, and have not been able to view any bills they have sent me. If they don't sort the problem out soon, I'm going to treat it as theft, I'm so feed up as I am sure your wife and you are.