Why is multi-factor authentication important and how does it work?

Multi-factor authentication is an extra layer of security for our broadband and home phone customers to prevent unauthorised access to your account. Unauthorised access to your account could lead to fraud and identity theft so, in certain circumstances, it's important that we take extra steps to confirm the identity of our broadband and home phone customers.

When you contact us or we contact you, or when you log in to My Account, we may require you to take an extra step to confirm you are you. In these circumstances, a one-time code will be sent to the mobile number listed on your account. Once you've confirmed the code, we can chat.