Just to give an update, I called and got through to somebody helpful who asked for my contract number, Whilst trying to find it I unfortunately got cut off. I called again and got through to somebody a lot less helpful who just didn't want to help and said it would likely be another 4 week wait until we could get access. I called up again and got through to somebody helpful who just took my name and gave me the details I needed. Currently logged in and planning

if you get through to somebody who finds out you bought via resale then doesn't want to help, just try again. Unfortunately it seems common.