topic Re: Cant access account in Account & Billing

Cant access account

Dfrie — Wed, 21 May 2025 13:59:38 GMT

My account shows none of my products so i am unable to make any changes to any of my products such as parental block on my broadband.

tried getting in touch with sky directly over the phone but keep getting diverted and hung up on....

tried unlinking an old account but just says "something went wrong" whevenever i try to do so as i was with sky 5 years ago.

can anyone please help! Been trying to sort for an hour or so and getting nowhere!

Re: Cant access account

caesarome — Wed, 21 May 2025 15:13:07 GMT

@Dfrie

Are you new to Sky or have you returned after being away for a while and if so how long roughly were you away before returning ?

Re: Cant access account

Tom-W19 — Wed, 21 May 2025 15:20:26 GMT

Hi @Dfrie

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation. The invite will automatically close if not responded to within 48 hours.

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

Re: Cant access account

Dfrie — Wed, 21 May 2025 16:45:02 GMT

Yes i joined like 5 years ago but left in 2021

Re: Cant access account

caesarome — Wed, 21 May 2025 18:15:16 GMT

@Dfrie

When you returned did you setup a new account or are you using your old one ?

Re: Cant access account

Dfrie — Wed, 21 May 2025 19:10:47 GMT

Im using my old one-it has my only email address and have used this to be contacted by my new contract for broadband/sky q.

Re: Cant access account

caesarome — Wed, 21 May 2025 19:19:38 GMT

@Dfrie wrote:

and have used this to be contacted by my new contract for broadband/sky q.

Do you have any emails or letters from Sky with your account number on them as the chances are you need to set up a new Sky ID as your old one is usually closed once you leave, so when you returned did you sign up online or by calling Sky ?

Re: Cant access account

Dfrie — Wed, 21 May 2025 23:41:35 GMT

I signed up over the phone but you are right, i have got a new account number in an email i was sent when i signed up with my new account

Re: Cant access account

caesarome — Thu, 22 May 2025 08:37:50 GMT

@Dfrie wrote:

i have got a new account number in an email i was sent when i signed up with my new account

@Dfrie

In that case you need to setup a new ID as your previous account will have been closed.

If you want to use the same email address then you need to first remove it from the old account first so log 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