Hello Courtney -Acc, can you ring the support line on 0808 234 5337 and you'll be able to set up a screen share with the agent on the phone so they can look into tis more for you and if it needs to be raised up to the engineers they will be able to do this on the call. The line is open mon to fri 8am to 7pm and is free from any UK landline or mobile.
