topic I can't link broadband to account in Broadband & Landline

I can't link broadband to account

jennyreeve385 — Mon, 23 Mar 2026 10:10:51 GMT

Hi, my mum passed away recently and we had to call to change the account to my dad. They have never set up their online account, so am trying to do it for them. I go to set up link, add the account number and it says Broadband found, but then doesnt recognise the phone number?!

Re: I can't link broadband to account

Chris_S — Mon, 23 Mar 2026 10:30:03 GMT

Hi @jennyreeve385

I'm very sorry to hear that your mum has passed away, I know myself how heartbreaking it is.

The account transfer may not have fully completed yet.

Have you received any confirmation that the account transfer has been fully completed?

I'd recommend giving us a call so a guide can give you an update.

Chris S

Re: I can't link broadband to account

jennyreeve385 — Mon, 23 Mar 2026 12:40:48 GMT

Thank you.

I had an email to say that it had but just doesnt work

Re: I can't link broadband to account

Chris_S — Mon, 23 Mar 2026 13:02:48 GMT

Thanks for clarifying that @jennyreeve385.

It sounds like we'll need one of our guides to get the broadbad manually linked up for you.

If you give us a call, a guide will be happy to help.

Chris S