Hi Jane, no I never got it sorted out I ended up moving to blue host and with those guys it worked fine. I spent hours on the phone to 123 reg who were all saying contradicting things and passing me from pillar to post. Needless to say I won’t be renewing any services with them!
It was definitely a problem there end as it worked instantly with the new host. On a side note I noticed that my website was constantly slow on 123 reg and the same website runs like a dream now!
In short they are awful hosts with rubbish customer services, a quick google search confirms that. Beware!!!
Hope that helps ??