You'll need to give us your account number and site postcode, which you can find on your bill. We'll also need your phone number.
If you've just joined and don't have a bill yet, your account number and site postcode can be found in the welcome letter you should’ve received with your order confirmation pack.
Check that you've entered the account number and site postcode that's shown on your bill.
Make sure you've entered the site postcode, not the billing postcode.