topic Account restricted in My Account/Billing

Account restricted

CammyHW — Thu, 16 Oct 2025 18:00:26 GMT

Good Evening, noticed I hadn’t paid my bill for my broadband last night and promptly paid for it. Poor management on my behalf 😅 however my account is still saying it’s restricted despite the bill being paid, which means my devices won’t connect to the internet or browse on it.

Any help would be greatly appreciated

Re: Account restricted

CammyHW — Thu, 16 Oct 2025 19:57:08 GMT

Now it is saying there is a change in progress on my account yet I have had no emails regarding any form of change regarding broadband (contract etc). Just to note YouTube and social media work as normal and my hub has a blue light on it after paying the outstanding balance however I cannot access any websites on my phone…

Re: Account restricted

CammyHW — Fri, 17 Oct 2025 08:58:12 GMT

Updated this morning to note that service is still restricted and still an order being processed

Re: Account restricted

Marsh — Fri, 17 Oct 2025 09:06:25 GMT

Hey @CammyHW

It usually takes up to 4 hours after payment is made for restrictions to be removed; however, in this case, that has long passed. I have escalated this issue to the team so they can investigate. Once I have an update, I will let you know via a ticket on your account

Re: Account restricted

CammyHW — Fri, 17 Oct 2025 10:22:57 GMT

Thank you @Marsh I appreciate it

Re: Account restricted

Marsh — Fri, 17 Oct 2025 11:07:37 GMT

Heya @CammyHW

Great news! I've just heard back from the team, and everything should be back up and running now. I also sent you an email.