topic Re: Email address updated but still getting emails to old email address in Sky Mobile

Email address updated but still getting emails to old email address

SteveM-J — Thu, 09 Jan 2025 21:12:30 GMT

I've amended my email with Sky.
but I'm still getting account-related emails (eg the new mobile contract price increases) to my old email.
How do I get Sky to stop sending messages to the old email address & actually send to the email address now showing in my account????

Re: Email address updated but still getting emails to old email address

caesarome — Thu, 09 Jan 2025 21:43:34 GMT

@SteveM-J

To see if they can help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Email address updated but still getting emails to old email address

Lisa-P1987 — Fri, 10 Jan 2025 09:19:11 GMT

Thanks for escalating this. We’ve sent SteveM-J an invite to chat.

Re: Email address updated but still getting emails to old email address

b_costa — Sat, 17 May 2025 08:49:17 GMT

Hi there,

I've got this exact same problem. Can you help?

Thank you

Re: Email address updated but still getting emails to old email address

caesarome — Sat, 17 May 2025 09:07:03 GMT

@b_costa

To get you some help with this I have escalated your post to the Sky Messaging team who should 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 a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Email address updated but still getting emails to old email address

Lisa-P1987 — Sat, 17 May 2025 10:08:40 GMT

Thanks for escalating this. We’ve sent b_costa an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Email address updated but still getting emails to old email address

SteveM-J — Sat, 17 May 2025 10:16:49 GMT

It's been a while now so my memory is hazy but the issue was eventually sorted. It was something to do with the fact that there are 2 different contact bits to your profile and both need to be updated. I found it impossible to update the 2nd bit, so called Sky who updated it. I then had just one set of contact details in the system. I'm sure anyone from Sky will recognise this issue & will be able to help you (and explain it better than I just have 🙂)