topic Unable to upgrade online in Account & Billing

Unable to upgrade online

JG17 — Sun, 07 Jul 2024 19:09:48 GMT

Hi, I have been having this problem for a couple of weeks now. Every time I try to upgrade my broadband online I receive the following error:

"Oh no, there seems to be a problem

We're working on it... We are currently unable to continue and apologise for any inconvenience caused."

Sky suggest to call them directly but I would like to upgrade through a cash back app so I need to be able to do it online. Does anyone know how I can fix this?

I feel like it's a problem with my account. Because I left sky for a year and came back, I have two account numbers linked to my skyid. The number from my previous account is inactive but it still shows up as billed £0.00 each month. Is there a way to remove this old account number? I have tried setting up a new skyid with a different email address but when I put my address in, both account numbers were applied! So frustrating!

regards

Re: Unable to upgrade online

caesarome — Sun, 07 Jul 2024 19:28:56 GMT

@JG17 wrote:

I feel like it's a problem with my account. Because I left sky for a year and came back, I have two account numbers linked to my skyid. The number from my previous account is inactive but it still shows up as billed £0.00 each month. Is there a way to remove this old account number? I have tried setting up a new skyid with a different email address but when I put my address in, both account numbers were applied! So frustrating!

That could well be the issue so you might want to try calling Sky from tomorrow onwards and seeing if you can speak to their Sky ID team.

Re: Unable to upgrade online

petra+dunne — Thu, 11 Jul 2024 16:33:54 GMT

I am having exactly the same problem

Re: Unable to upgrade online

Mark39 — Thu, 11 Jul 2024 16:35:34 GMT

@petra+dunne wrote:

I am having exactly the same problem

Try the same suggestion.

Re: Unable to upgrade online

petra+dunne — Thu, 11 Jul 2024 16:44:49 GMT

going to have to give them a call as no joy at all 😔

Re: Unable to upgrade online

JG17 — Thu, 11 Jul 2024 18:25:07 GMT

Hello, thanks for the advice. I phoned sky this evening. After being on the phone for 40 minutes with two ladies, who were very happy to help, I was confident that the inactive account was unlinked and the problem was solved. I looked at my sky ID and there were no accounts linked to it.
I was sent a link to re-connect my account and when I put in my address, both accounts reappeared! This leaves me with the same error as I had before! So I'm still frustrated!! Will try again another day.