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

Can’t access my account

xynelle — Mon, 17 Feb 2025 12:53:01 GMT

I recently had a call with Sky to set up my broadband since I am moving. After that, I tried downloading the app and signing in with the account details I provided during the call. Everything went through except when I tried entering my postcode and it wouldn't proceed. I tried using both my old postcode and the postcode of my new address, but it still wouldn't let me access my account. can anyone help me with this issue please

Re: Can’t access my account

caesarome — Mon, 17 Feb 2025 13:04:58 GMT

@xynelle

Are you a broadband customer at present or are you ordering it for your new property ?

Re: Can’t access my account

xynelle — Mon, 17 Feb 2025 13:07:33 GMT

Hello, I am ordering for a new property. I can't seem to open my account and check details regarding my subscription to the broadband.

Re: Can’t access my account

caesarome — Mon, 17 Feb 2025 13:09:12 GMT

@xynelle

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Can’t access my account

Tom-W19 — Mon, 17 Feb 2025 13:11:37 GMT

Thanks for escalating. We've sent an invite to @xynelle.