I can’t say for sure, but it does sound like the issue could be a result of your services being migrated across to our new servicing/billing system. We’ve been slowly migrating services across to the new system over course of the last few years.
In some cases, we’ve found that the email address listed as your contact email in the old system hasn’t transferred across to our new system.
I’d really suggest contacting us. We’ll be able to update your email to the correct email address.