topic Re: Connection restricted regardless payment since 5th December in Broadband

Connection restricted regardless payment since 5th December

higherdrum — Sun, 14 Dec 2025 19:39:40 GMT

Hello, my connection is showing the restrictions for late payment since 5th of December date of direct debit went through and my account balance is showing £0 indeed, tried to speak with advisor but they just tell me the connection is working, i already kniw that, i just want removing all the process when i 1st connect telling me i need to login go to service status where it says I'm restricted and click browse anyway, can someone help please? Done every sort of router reset both myself and from sms assistant, all still restricted

Re: Connection restricted regardless payment since 5th December

Gandalf — Mon, 15 Dec 2025 08:17:29 GMT

Hi there,

I think I've fixed this - could you reboot your router one more time?

Re: Connection restricted regardless payment since 5th December

higherdrum — Mon, 15 Dec 2025 12:47:53 GMT

Sorted now, thanks a lot 🙏🥳

Re: Connection restricted regardless payment since 5th December

higherdrum — Mon, 29 Dec 2025 17:16:21 GMT

Hello, the connection is working fine but my account when i log in still showing is restricted and cannot manage anything, again I'm up to date with payments, could you take the account back to normal please? Thanks

Re: Connection restricted regardless payment since 5th December

Gandalf — Tue, 30 Dec 2025 19:44:57 GMT

@higherdrum we’ll need to raise a ticket with the DBA team to fix this, but I’m out of the office now until Monday. If it can wait, I’ll pick it up when I’m back, otherwise you’ll need someone from the support team to help you.

Re: Connection restricted regardless payment since 5th December

higherdrum — Wed, 31 Dec 2025 09:19:35 GMT

Yes please, thanks a lot

Re: Connection restricted regardless payment since 5th December

higherdrum — Mon, 05 Jan 2026 20:25:58 GMT

Yeah still showing restrictions, connection is fine but can't change anything on my account

Re: Connection restricted regardless payment since 5th December

Gandalf — Tue, 06 Jan 2026 11:12:59 GMT

Sorry for the delay, I've raised RITM01584538.

Should be fixed when it's picked up, usually within 5 working days.

Re: Connection restricted regardless payment since 5th December

higherdrum — Tue, 06 Jan 2026 11:40:13 GMT

Thank you so much 👍

Re: Connection restricted regardless payment since 5th December

Gandalf — Tue, 06 Jan 2026 12:09:45 GMT

They picked it up in record time...

Could you check your Member Centre again? May need to re-log.

Re: Connection restricted regardless payment since 5th December

higherdrum — Tue, 06 Jan 2026 12:13:12 GMT

Yes the restrictions banner is gone but if i try to change my direct debit date doesn't let me doing it say "you can't as your service is due to be cancelled" can you possibly move it as getting collected on the 28th every month please? Thanks a lot

Re: Connection restricted regardless payment since 5th December

Gandalf — Tue, 06 Jan 2026 12:46:41 GMT

I think we've just fixed that. Could you try changing your bill date now? May need to re-log again.

Re: Connection restricted regardless payment since 5th December

higherdrum — Tue, 06 Jan 2026 13:11:17 GMT

All sorted, thanks again