MWEB Fault reporting

Apparently you can’t report a fault if you are not the account holder. Why? P.s. I’m the account holders spouse know the account number and his I.D. So I don’t get MWEB policy. A fault.... I’m not trying to change his personal details. So if we were overseas and our grown ass kids are at home and they need to report a fault, how do they do this. Well MWEB your policy sucks and I think we changing providers and will make sure any of our family members can report a f?$&@ fault???????