topic Re: Sky Tv in Account & Billing

Sky Tv

Kayleigh420 — Mon, 14 Jul 2025 18:41:30 GMT

I had to cancel my previous accounts due to a psycho ex not allowing me to take my TV pucks or router, I changed my address which stopped the WiFi working in his house so I eventually got my router back however I didn't get my pucks back so had to call sky explain my situation, they helped me set up a new account & get new pucks, however my TV bill isn't showing up on my sky app just my old one, my broadband is there tho, I also have credit on my old account would I be able to change it over to my new one? This is stressing me out as my TV has been restricted due to me not being able to pay bill

Re: Sky Tv

caesarome — Mon, 14 Jul 2025 18:44:28 GMT

@Kayleigh420

To confirm there is a credit on your old account and that you are the account holder for it ?

For your new account you need to logout of the app and if you are yet to do it, you need to setup a new ID for your new account.

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

Re: Sky Tv

Kayleigh420 — Mon, 14 Jul 2025 19:08:19 GMT

Yeah I can confirm the old account is mine, it's under my name, bank details etc.. would I be able to move the credit over to new account before cancelling old one? Will I need to create new account for broadband too even tho that's ok?

Re: Sky Tv

caesarome — Mon, 14 Jul 2025 19:11:16 GMT

The credit can not be moved but it can be refunded to you if you would like as we can ask Sky's messaging team to send you a private message via here tomorrow if you would like ?

Re: Sky Tv

Kayleigh420 — Mon, 14 Jul 2025 19:20:35 GMT

Aww that would be great if you could do that, appreciate the help, thank you 🙂

Re: Sky Tv

caesarome — Mon, 14 Jul 2025 19:23:08 GMT

@Kayleigh420

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: Sky Tv

Kayleigh420 — Mon, 14 Jul 2025 19:25:47 GMT

Thank you so much for all your help, you've been absolutely brilliant

Re: Sky Tv

Mr+Flibbles+86 — Tue, 15 Jul 2025 07:11:28 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.