topic Re: Cannot find service in Account & Billing

Cannot find service

ac58 — Wed, 13 Aug 2025 20:33:59 GMT

I was a nowtv broadband customer.

I was out of contract on a monthly rolling contract.

i wanted to investigate recontracting

nowtv do not do broadband anymore and did not even show the service on my account even though £27 coming out of my bank account (today 13 Aug 2025) titled NOWTV. It is not the nowtv sports or boost payment, that is a different amount on a different day

nowtv website say the broadband is migrated to Now Boradbamd by Sky, and I should go to sky.com to manage

I go to sky.com and log in. I had an old sky tv contract years ago on the same email. After a password reset, I can log in

in account management, nothing shows. I just see "page restricted" when I click on services.

when I try as a new user and put in the phone number of the house, the broadband finder says "we have an account on that phone line"

I only use the phone line for addl copper broadband, killed off the voice phone service years ago.

SO I AM IN COMPLETE LIMBO. I cannot manage my broadband with nowtv, they point me to sky, and sky have no record or say "account restricted" in services.

so what's next, can't find a number to speak to anyone, it's pretty frustrating.

Re: Cannot find service

caesarome — Wed, 13 Aug 2025 21:06:39 GMT

@ac58 wrote:

I go to sky.com and log in. I had an old sky tv contract years ago on the same email. After a password reset, I can log in

in account management, nothing shows. I just see "page restricted" when I click on services.

That account will have been long since closed.which is why you are seeing the restricted message.

@ac58 wrote:

when I try as a new user and put in the phone number of the house, the broadband finder says "we have an account on that phone line"

I only use the phone line for addl copper broadband, killed off the voice phone service years ago.

Not sure what you mean by this, are you saying you have two lines to your property ?

Are you able to use your NowTV login details on the Sky website ?

Re: Cannot find service

ac58 — Wed, 13 Aug 2025 21:17:27 GMT

My nowtv login details use the same email address as the old sky account. So when I try to use them at sky.com, it fails but a password reset allows me to login but reveals the account restricted I spoke about.

Sky is not able to accept my nowtv email/password combo

Re: Cannot find service

ac58 — Wed, 13 Aug 2025 21:21:07 GMT

For confirmation, there is only one line to the property, down which a nowtv old router is still receiving copper broadband around 60MB

Re: Cannot find service

caesarome — Wed, 13 Aug 2025 21:22:04 GMT

@ac58

We could usually help you via here by escalating your post to Sky about this but for the next week or so this is not available so you will have to contact them yourself so under “Need more help” if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

Re: Cannot find service

ac58 — Wed, 13 Aug 2025 21:24:59 GMT

I don't have Facebook or instagram or x account.

On your sky help link there is no ability to click to talk about the "now broadband by sky".

Cluld you please escalate this to sky

Re: Cannot find service

caesarome — Wed, 13 Aug 2025 21:33:04 GMT

As stated above, we can't do this for the next week or so as it is currently not available.

Re: Cannot find service

ac58 — Wed, 13 Aug 2025 21:42:23 GMT

Would love an actual phone number to call as none of the links provided have one and there is clearly only one way I will be able to resolve this, an actual agent on the phone, as the bots can't deal with the complexity and have nothing to offer with respect to "now broadband by sky"