topic Re: Can’t access account in Account & Billing

Can’t access account

Jmill — Wed, 20 Nov 2024 20:25:00 GMT

I have sky stream and broadband. When originally setting up my Sky account I ordered the Sky broadband hub and stream puck using the incorrect address. I Accidently registered my account under the wrong home address. Sky told me that id need to return the kit and create a new account.
I returned the kit and received my new kit and have been using it for over a year now. However, the I don't receive any bills, information and I'm unable to login to my Sky account and Sky go. This is because the original email I used is the same as my new account. Therefore, when I log in, it logs me into the old original account. I need to be able to access the account I'm being billed for! Someone please help me!!

Re: Can’t access account

GD1 — Wed, 20 Nov 2024 20:28:58 GMT

@Jmill If you want to use the same email address then you need to remove it from the old account first as this will then free it up allowing it to be used when setting your new ID up. You can do this by logging 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: Can’t access account

caesarome — Wed, 20 Nov 2024 20:30:29 GMT

@Jmill

Try deleting the email from that original email account as this should then free it up to use with a new acciunt if you need to create it. Either that or use a new email address when setting up this new account.

Re: Can’t access account

Jmill — Wed, 20 Nov 2024 20:30:48 GMT

The issue is that the second account was setup a year ago, using the same address! I'm not trying to setup a new one. I need Sky to access my account through my billing information and change my login details so that I'm able to access the account.

Re: Can’t access account

Jmill — Thu, 21 Nov 2024 15:08:28 GMT

I'm not trying to create new account though. I already have an existing account that I'm paying for. I am just unable to log into it. I don't receive any bills or emails so there's no way of knowing my Sky id or anything like that.

Re: Can’t access account

caesarome — Thu, 21 Nov 2024 16:09:38 GMT

@Jmill

You will need to call Sky about this.

150 is the free number to use from a Sky Mobile or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.