topic Old & new account problem in Account & Billing

Old & new account problem

MrGrim — Mon, 01 Jul 2024 21:05:20 GMT

So I used to be with Sky many moons ago, I cancelled and went to Virgin, now we've moved to a non-Virgin area, I am going back to Sky. Problem is I am using the same email address for my new account as my old, when I go to my account with it, it just says "Your account is closed" and I can't access anything, tracking of order etc.

we're getting the broadband installed next week, and Sky TV will be available from 25th July. But can we use the Sky Go before then? Reason being, I don't want to miss the F1 on the 21st July! Hungary is usually a damn good race!

Cheers for the help all 🙂

Re: Old & new account problem

caesarome — Mon, 01 Jul 2024 21:06:58 GMT

@MrGrim

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

https://www.sky.com/myaccount/my-details

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

Re: Old & new account problem

MrGrim — Mon, 01 Jul 2024 21:09:49 GMT

the new Sky ID has already been set up, that's the problem.

Re: Old & new account problem

caesarome — Mon, 01 Jul 2024 21:14:11 GMT

You still need to login to your old account because once you have removed the email address from it you should then be able to access your new one.

Re: Old & new account problem

MrGrim — Mon, 01 Jul 2024 21:17:10 GMT

you're not understanding me.

My old account uses the same email address, same log in details as my new account. I litereally can't delete it because its been set up for me now.

So am I just scuppered?

Re: Old & new account problem

MrGrim — Mon, 01 Jul 2024 21:25:05 GMT

OK Weirdly it has now worked, its unlinked it. Cheers!

Re: Old & new account problem

caesarome — Mon, 01 Jul 2024 21:27:27 GMT

I was understanding you as this is an issue that has come up on here many times before but glad you have it sorted.