topic Re: Mobile account in Sky Mobile

Mobile account

Hillstone — Mon, 04 May 2026 06:28:58 GMT

I have a mobile phone contract with SKY mobile but I cant find my contract details in the app and I need to upgrade but its treating me like a brand new customer - I pay my bill by direct debit and it says my account is linked as I have my TV and broadband with them too and I can access those contracts easily - ive tried contacting sky which isnt easy but its not recognising my number and asking me to get a puk code but im not a new customer its really frustrating - what should I do?

Re: Mobile account

caesarome — Mon, 04 May 2026 08:26:11 GMT

@Hillstone

Does this link allow you to view your credit agreement:

https://www.sky.com/myaccount/mobile/device/x/payments

For the upgrade does this link work for you:

https://www.sky.com/help/articles/sky-mobile-upgrade

Re: Mobile account

Hillstone — Wed, 06 May 2026 19:54:09 GMT

No just takes me to virtual assistant who dont offer a mobile query option - its so frustrating

Re: Mobile account

caesarome — Wed, 06 May 2026 21:05:27 GMT

@Hillstone

To get you some 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: Mobile account

Sky_Gee — Thu, 07 May 2026 09:10:52 GMT

Hi @caesarome Thanks for escalating this. We’ve sent @Hillstone an invite to chat.

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

Re: Mobile account

Sadie711 — Sat, 09 May 2026 09:30:54 GMT

I'm having the exact same issue!

Please could someone advise how to have this also escalated to the Sky Messaging team.

Thanks!

Re: Mobile account

caesarome — Sat, 09 May 2026 09:32:51 GMT

@Sadie711

What same issue are you having ?

Re: Mobile account

Sadie711 — Sat, 09 May 2026 09:39:40 GMT

Unable to view my sky mobile bill

Re: Mobile account

_Claire — Sat, 09 May 2026 10:33:19 GMT

Hi @Sadie711 I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141