@CritobelBrown, sorry to hear about this situation for your mother, but posting as above was absolutely NOT the way to safely sort this.
There are forum rules which stipulate that you must NEVER post personal information details on the open forum pages.
You are also advised to start your own topic, not use another customer's thread, particularly for issues specific to the account.
It may not be possible to keep her phone number if the move has happened already, or was any of it done at all through the home move team? They normally need a minimum of a fortnight's notice.
Please go to the billing section of the forum (via help with your service in the forum menu) and click on start a topic.
Spell out exactly what happened and the sequence of events, but put personal information details in the customer profile area.
Go via your avatar/name; settings; from the drop down menu choose Personal Information.
Your OWN details should be here.
Add all the details on your mother's behalf in Private Notes, at the end of that section. SAVE CHANGES.
There may be problems with all this if you have not got Power of Attorney or are not a Nominated User.
Staff will advise when they reach your new post. If it's not reached today, it will be after the weekend. Staff reply Monday to Friday.
Gliwmaeden2, a fellow customer.
