whydoIneedatech

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This what is called a Failed Move and Transfer.

Each Address gets its own unique username for that property, which when you move is not taken with you, as at the new property you are given a new unique username and the old username is put into a Disabled state.

When you move house and Customer Services are aware that you are taking you services to the new property, they are supposed to ask if you need to transfer your present username to your property, which as the case above does not always happen.

Then we get the customer calling in as they cannot access their emails, which is then classed as a Failed Move and Transfer, which can either be dealt with almost immediately by us if the old account is in DI or as in the case above which will be almost certainly be still in an Enabled state, up to 5/10 working days.

What has probably happened is that your previous account is still classed as Enabled which means it does take up to 5/10 days to transfer your old account details across to your new account.

They are not reactivating your account they are in essence grafting your old details onto your new account.

In all cases the caller should have the process explained and an apology given.

I am sorry that you will have to wait as many other customers often have to, but at least you will get your email address back.

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