topic My Sky Confusion in Account & Billing

My Sky Confusion

Leviathan — Thu, 02 Apr 2026 19:05:21 GMT

Okay, so this is pretty odd.

I recently upgraded from Sky Broadband Unlimited to Sky Superfast, and up until now, all was well.

Now though, my superfast broadband has vanished from My Sky, and it is not included on my bill even though the service is active and working just fine.

The only thing displayed on my bill is Sky Talk, and when i try to access things like Broadband Shield, it says i don't have Sky Broadband even though i do.

I rang Sky today and couldn't get a lot of sense from the person i spoke to either. I'm worried the direct debit won't take the correct amount i'm due to pay and it could spiral from there.

Is it just a website glitch?

Re: My Sky Confusion

caesarome — Thu, 02 Apr 2026 19:15:58 GMT

@Leviathan

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: My Sky Confusion

LJB-C — Thu, 02 Apr 2026 19:20:00 GMT

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

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

Re: My Sky Confusion

Leviathan — Thu, 02 Apr 2026 19:34:07 GMT

Okay, thank you, i now have the bubble, and have sent a message.

It's all so bizarre, just a couple of weeks ago, everything was as it should be on my account page.😥