topic Re: New customer cannot view my products in Account & Billing

New customer cannot view my products

mikenolan — Tue, 14 Jan 2025 13:48:54 GMT

Hi,

I signed up for Sky Broadband and Sky Q recently. The broadband was acticvated this morning and all is working fine. However, I cannot view my products on the web or through the MySky app. I keep seeing getting a page with the following message:

"Unfortunately, we can't complete your order online. Please call 0818 XXX XXX for assistance"

I've searched around and I've see some discussions here where the issue has been escalated to the Sky Messaging Team. Is it possible for someone to do this for me?

Thanks,

Mike

Re: New customer cannot view my products

caesarome — Tue, 14 Jan 2025 13:51:00 GMT

Are you a new customer to Sky or have you returned after being away for a few years ?

Re: New customer cannot view my products

mikenolan — Tue, 14 Jan 2025 14:27:42 GMT

I'm a new Sky Customer. I'm almost certain I've never had a Sky account either as I was asked to create a new account instead of resetting my password when going through the MySky / SkyID onboarding. The only reason I mention that is my parents had a Sky account and I was trying to remember if I had used my email at any point.

Re: New customer cannot view my products

redzhina — Tue, 14 Jan 2025 20:17:41 GMT

When you are a new customer you need to link your sky ID with the products. So after logging in to sky.com go to www.sky.com/linkmyaccount It will as you for post code, acc number/bank acc and Surname. After filling this info out you will be able to see your bills, products etc. The steps are actually in your emails we sent when you set up you account.

the other way it to go to - on phone - the three bars top left > my sky > your products > manage my account > link my account

SKY TECHNICAL AND ID ADVISOR

@mikenolan wrote:
Hi,

I signed up for Sky Broadband and Sky Q recently. The broadband was acticvated this morning and all is working fine. However, I cannot view my products on the web or through the MySky app. I keep seeing getting a page with the following message:

"Unfortunately, we can't complete your order online. Please call 0818 XXX XXX for assistance"

I've searched around and I've see some discussions here where the issue has been escalated to the Sky Messaging Team. Is it possible for someone to do this for me?

Thanks,
Mike

Re: New customer cannot view my products

mikenolan — Tue, 14 Jan 2025 21:28:53 GMT

Hi redzhina,

Some of this was done in the shop with the assistant and I remember going through that step.

I remember entering my Eircode and Surname.

I tried again just now. Logged into sky.com and then clicked the link you provided to link my account. It's just redirecting me to the same error page: https://www.sky.com/mysky/tv/ineligible. Same happend when I try the alternative way you described: three bars -> My Sky -> Your Produts and then the error page is shown again.

Thanks

Re: New customer cannot view my products

caesarome — Tue, 14 Jan 2025 21:44:04 GMT

@mikenolan

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: New customer cannot view my products

mikenolan — Tue, 14 Jan 2025 22:04:30 GMT

Thanks a million, @caesarome

Re: New customer cannot view my products

Lisa-P1987 — Wed, 15 Jan 2025 08:33:20 GMT

Thanks for escalating this. We’ve sent mikenolan an invite to chat.

Re: New customer cannot view my products

Basna91 — Sat, 22 Mar 2025 12:15:21 GMT

Hello I am having the same issue. I can never see my products page on the website or phone app.

I want to be able to know when my Sky Broadband contract expires and this page has never worked.