I lost the ability to access my account with my email address and password. Even my username and password became hit and miss at being recognized as correct, despite repeatedly creating new passwords. Of course, my VPN had to be off as well... My bills were in the bill history, but won't load to view individually and in detail. Any attempt to phone customer service ended up taking a minimum of 20 minutes waiting and even then didn't get through. Emailing feedback , a query or complaining all have to be done while being logged in. Their attempts to get in touch with me failed, apparently because of an incorrectly noted phone number. As I occasionally was able to log in, the difficulties encountered there were not on their side or web site, apparently.
I was happy enough for many years with them, but not anymore. How this sits with their marvellous, award winning reviews is beyond me. I am off to another provider.