I know a lot of things now require you to be on a TT phone or using TT broadband to action things.
I tried to raise a support ticket for my inlaw, but due to the fact that I am on a "Virgin Media" broadband connection It refused to allow me to report an outage!.
Their "Fix" for their security errors now means that everyone is forced to use their website from a home connection to get things actioned.
His contract is up in a few months, Look forward to finding something else. - Tho, when I have phoned them the support has been much better than what I have received from VM over the years.