Keeping your account details current matters more than it might seem. Your email address is how you receive invoices, maintenance notices and outage updates; your mobile number is how we reach you when something needs attention urgently.
What you can change yourself
Log in to the client portal to update most of your own information:
- Contact email address
- Mobile and alternative phone numbers
- Postal or billing address
- Communication preferences
- Your portal password
What requires verification
For your protection, some changes can only be made by the registered account holder after we’ve confirmed identity:
- Banking or debit order details — a common target for fraud, so we verify carefully.
- Transferring the account to another person — requires consent from both parties.
- Adding an authorised contact who can act on the account.
- Changing the service address — see moving home.
- Cancelling the service — see changing or cancelling.
Account takeover is one of the most common forms of fraud in telecoms. The few minutes verification takes protects you from someone redirecting your service or your invoices. We appreciate your patience with it.
How to request a change
- Contact us from the registered details. Phone, email or the contact form, using the contact details already on the account where possible.
- Tell us your customer number. It’s on every invoice and speeds everything up.
- Explain what you want changed. Be specific about the old and new values.
- Complete verification if the change requires it. We may ask for identification or details only the account holder would know.
- Confirm the change. We’ll write to you once it’s applied — check the details are right.
Adding an authorised contact
If you’d like a spouse, family member or colleague to be able to log faults or discuss the account, we can add them as an authorised contact. It avoids the frustration of us being unable to talk to the person who is actually at the property when something breaks.
The registered account holder needs to request this. You can set the level of access — for example, technical support only, without access to billing.
Business accounts
- Nominate more than one authorised contact so support isn’t dependent on one person being available.
- Tell us if invoices need to go to a specific finance address rather than a general one.
- Let us know if your invoices need a purchase order number or a specific entity name — we can configure that.
- Update us when staff change, particularly when an authorised contact leaves.
Why it’s worth keeping current
- Invoices reach you, so accounts don’t fall into arrears by accident.
- You receive advance notice of planned maintenance affecting your area.
- We can reach you quickly during a fault rather than leaving messages nobody receives.
- Account recovery works when you need it.