Well, I sincerely hope you have more luck with their customer service than I've had recently.
Over 5 years ago, I changed my phone from contract to pay as you go. It had once upon a time been in my father's name and I'd never got round to changing it even though I paid the bill (to him) as he's useless at dealing with things like this. So eventually I'd thought it was about time I did.
Fast forward to two weeks ago. DH had bought me a new phone and I'm switching to a contract again with a different company but keeping the same number I've had for years and years.
Phoned up. They refused to change it over. Said that it was still in my father's name. Despite the fact I'd changed it, and its been a pay as you go phone since I'd changed it.
Very annoying as my father is now even more useless at dealing with things like this and takes forever to get to do it.
So DH, being pretty, annoyed tweets Orange complaining about their poor customer service, the fact they had refused to put through to supervisor about why the details on the account were totally wrong when they refused to advise us why it was still in my father name (he'd put me on hold for 5 minutes and then told me there wasn't a superviser on shift anyway) and when the operative was asked his name he simply hung up!
Their advice and solution: "Send your father-in-laws death certificate".
DH responded by asking at what point he had said his or even suggested his father-in-law had died?
Their response "Sorry for the confusion. Refer to the advice we have already given you". Unfortunately the only response they had given was to send a death certificate.
So DH politely asked whether they were advising he should kill him father-in-law in order to be able to do this...
So I'd suggest tweeting them, if they weren't so utterly thick.
Otherwise good luck when you do get through to their customer service. I hope its better than their mobile phone customer service.