topic Eircode not recognised when I try to log-in in Account & Billing

Eircode not recognised when I try to log-in

Iontach — Sat, 15 Feb 2025 11:47:07 GMT

My email and password are accepted when I log in. Then Sky request my Eircode.

It says 'An error occurred, please check the details or try again later'.

I am locked out of my account.

When I try and access help from Sky Customer Service online or via WhatsApp, etc. I tell them what the issue is and then they tell me to put my details in a link which they send.....which obviously involves using the rejected Eircode once again.

I have spent hours on the phone waiting for help. When I did eventually get a person on the phone they did not really understand the problem, they kept asking for my account number which of course I cannot access and then told me they could not help without the account number.

I finally found the number in my emails, rang again, the woman said she did not know how to solve the problem.

Re: Eircode not recognised when I try to log-in

Addie15 — Sat, 15 Feb 2025 12:59:50 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Eircode not recognised when I try to log-in

Iontach — Sat, 15 Feb 2025 15:31:58 GMT

Thank you. I have had a few conversations using that method. I wait for some hours before somebody responds and then they tell me I can help them if I sign in using the link they are about to send me. Obviously I cannot sign in using their link as I am locked out of the account, the conversation thread then ends. Or, I am kept waiting for hours, answer lots of questions and then they say they are closing for the day without any resolution.

Re: Eircode not recognised when I try to log-in

Iontach — Mon, 17 Feb 2025 11:34:48 GMT

I spent three hours online with Sky on Saturday. I eventually had to leave the chat as I had to work.

The Sky advisor had all the relevant details. I explained that I had to go to work. I gave them my telephone and email and asked if they would mind letting me know the outcome. Never heard back from Sky.🤷🏻‍♀️🤷🏻‍♀️🤷🏻‍♀️🤷🏻‍♀️🤷🏻‍♀️

I have been locked out of my account plus I have been waiting for my phone to be ported and for a sim card since 30 January. I even tried cancelling the mobile phone contract just to end the Sky Mobile hell. Everytime I tried to cancel I was put on hold until the office conveniently closed. As I am still locked out of my account I cannot follow this issue up either. I had hoped the customer service would have let me know the outcome of Saturday's online chat.