topic Re: Issue in Archive

Issue

Caelum+Leese — Mon, 02 May 2022 15:10:58 GMT

Good afternoon everyone I'm having issues with accessing my bills and payments as it needs authorised access to access it. I don't know how to get authorisation on it, does anyone have any advice?

Re: Issue

caesarome — Mon, 02 May 2022 15:19:09 GMT

Are you signed in with the correct Sky ID as only the account holder can access the billing section.

Re: Issue

SKY1992bf — Mon, 02 May 2022 15:20:49 GMT

@Caelum+Leese Are you the account holder?

are you logged in using the primary account credentials ? as these are the only ones that will give billing info

Are you a returning customer after being away for more than 12 months?

Re: Issue

Caelum+Leese — Mon, 02 May 2022 15:34:24 GMT

Thank you for replying. I am the account holder and the credentials that I use should be the primary account as I've only made one..

Re: Issue

SKY1992bf — Mon, 02 May 2022 15:37:18 GMT

@Caelum+Leese are you a brand new customer (never had sky before) or returning after more than 12 months away

Re: Issue

caesarome — Mon, 02 May 2022 15:38:25 GMT

Have you had issues before like this ?

Re: Issue

Caelum+Leese — Mon, 02 May 2022 16:19:09 GMT

I've been a new customer for a few months now. Its just my payments haven't been taken out and its accumulating debt.

Re: Issue

caesarome — Mon, 02 May 2022 16:20:19 GMT

@Caelum+Leese

I have escalated your post to Sky who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to 24 hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Issue

Tom-W19 — Tue, 03 May 2022 12:00:49 GMT

Thanks for escalating. We've sent an invite to Caelum+Leese.

Re: Issue

Lisa-P1987 — Thu, 05 May 2022 12:05:01 GMT

Update – We are still looking to help you Caelum+Leese. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

Re: Issue

Lisa-P1987 — Thu, 12 May 2022 08:36:01 GMT

Update – Thanks again for chatting to us Caelum+Leese. Unfortunately, there was no further response again on the chat in 48 hours.

If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

Re: Issue

Caelum+Leese — Thu, 19 May 2022 15:43:06 GMT

Apologies for not replying to any sky staff emails I'm just so busy that i forget, is it possible for sky to contact me by my number?

Re: Issue

TimmyBGood — Thu, 19 May 2022 15:47:04 GMT

@Caelum+Leese wrote:

is it possible for sky to contact me by my number?

No, they won't do that, but I'll escalate your post again.

Re: Issue

caesarome — Thu, 19 May 2022 15:47:28 GMT

They can only contact you via this forum so if you want we can escalate this again but like last time if you don't respond within 48 hours it will be closed again. You can respond whenever you want as it isn't actually a live chat.

Re: Issue

Mark39 — Thu, 19 May 2022 15:49:07 GMT

@Caelum+Leese wrote:

Apologies for not replying to any sky staff emails I'm just so busy that i forget, is it possible for sky to contact me by my number?

Probably best you call Sky when you have the time to speak to them.

Re: Issue

dmy24 — Sun, 22 May 2022 10:20:05 GMT

Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂