topic Re: Trying to re-subscribe to Sky Stream in Sky Stream

Trying to re-subscribe to Sky Stream

AHarMan — Sun, 11 Feb 2024 18:24:48 GMT

Apologies for a new post but I searched and can't find an answer.

Back in Oct/Nov 2022 I subscribed to sky stream when the service just launched. Back then of course subscribers could keep any pucks if they subsequently ended the subscription.

Fast forward to 2024 im trying to re-subscribe and cannot find a way to do so via themselves.

Im also not able to do so via my sky account as it says I already have sky strema and to manage my products via my sky whichy I have looked through my account and can't see anywhere to add or change packages. The only thing i can view is my broadband services.

I cant open a new account as when I put my details in it (sky website) recognises there is already an account at the address and wants me to enter the email address associated with the account at my physicla address.

What on earth can I do to resume services ? whenever I speak to sky no one know whats to do and im promised a call back by the back office team which never arrives.

Someone please help ?

Re: Trying to re-subscribe to Sky Stream

AHarMan — Sun, 11 Feb 2024 18:25:39 GMT

Should have added im trying to resub via the physical pucks but the pucks tell me to call sky.

Re: Trying to re-subscribe to Sky Stream

MarkGoldsmith — Sun, 11 Feb 2024 20:38:57 GMT

Yeah i do believe re-subscribers are required to call Sky. Not much you can do until the backend team have resolved whatever issue there is on your old account that is likely blocking the customer services agent from processing the subscription for you.

Re: Trying to re-subscribe to Sky Stream

mikealanr — Sun, 11 Feb 2024 20:47:52 GMT

Hi @AHarMan

As @MarkGoldsmith has said, there is no self resubscribing method. I left Sky and then came back, and the Sales team were unable to reinstate my services. They had to refer my account to a back end team to do something with my account.

Thankfully the sales team did call back when they said they would etc, but took maybe three working days before Sky were in a position to reinstate services.

MikeAlanR

Re: Trying to re-subscribe to Sky Stream

martswain — Mon, 12 Feb 2024 06:39:24 GMT

I have had this issue twice, having purchased my puck a year ago just before they changed the system to loaned equipment.

I am a Sky mobile customer so still had an account.

Firstly, there is no way to do it via your account, you have to call.

The first time I tried to restart my subscription in June 2023 my account had become locked due to me logging in from outside the UK, there was a number to call when I attempted to log in, unfreezing the account took 5 days and on a callback services were restarted.

I returned from my last trip on 31st January, never having logged in whilst away and called Sky.

Disappointingly the agent said all the options were "greyed out" on their system even though they could see I owned a puck, it was referred to a supervisor who could not fix it there and then.

They said they would investigate and after 8 days they called back and I was able to subscribe again.

I received text messages every other day saying my issue was still open.

No reasons were given, however as I registered a complaint each time, I received a £10 goodwill payment on each occasion.

Re: Trying to re-subscribe to Sky Stream

AHarMan — Mon, 12 Feb 2024 12:45:08 GMT

Thanks all.

I have rung and a CRF or CRS has been raised and someone will call on Friday 16th. Hopefully a resolution can be found.

I just find it so unfriendly that it cant be done from the pucks themselves and the online account is so restrictive as well.

Not to mention you cannot have more than one account at an address for sky stream either.

I will keep the post posted and hopefully have an update on Friday.