topic Re: Issue with my account in Account & Billing

Issue with my account

Tonia2 — Wed, 27 May 2026 18:56:41 GMT

I had sky broadband in my flat a year ago but cancelled it as I moved house, I have recently moved into another property and I have got sky broadband again. As I already have an account I rang up and got a broadband package, includes fibre and the bundle for Netflix and sky stream. My broadband box and sky stream is being delivered but I am unable to check any information on my account that I was told it would be added to the account that's pre existing. I have also had 2 direct debits added which I am unsure why as I got told a price for my broadband bundle but not a secondary cost. I am wanting to know why my contract has not been added to my account or any details regarding the new broadband?

Re: Issue with my account

caesarome — Wed, 27 May 2026 19:13:26 GMT

@Tonia2 wrote:

I was told it would be added to the account that's pre existing.

What pre existing account is this as the one you had was the one that your cancelled broadband on ?

Re: Issue with my account

Tonia2 — Wed, 27 May 2026 19:18:31 GMT

I still had my sky account on my sky app with my email still set up but with no contract of broadband so I could still log into MySky app, and I can see my old contract on the app but not my new one that I just set up and I was told it would be added to my account but it has not.

Re: Issue with my account

caesarome — Wed, 27 May 2026 19:19:54 GMT

@Tonia2

Have you been sent any email relating to your new order and if so does that include an account number ?

Re: Issue with my account

Tonia2 — Wed, 27 May 2026 20:25:50 GMT

I haven't emailed yet as I tried the virtual assistant and that told me to try the community page. But I will email them, thank you

Re: Issue with my account

caesarome — Wed, 27 May 2026 20:40:29 GMT

@Tonia2

Not sure who you are going to email as Sky does not use email as a way we can contact them so if you would like we can arrange for Sky's messaging team to send you a private message via a chat bubble on here tomorrow if you would like ?

Re: Issue with my account

Tonia2 — Wed, 27 May 2026 20:43:34 GMT

Yes please. Thank you 🙂

Re: Issue with my account

caesarome — Wed, 27 May 2026 20:53:46 GMT

@Tonia2

I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Issue with my account

Brill+Gill — Thu, 28 May 2026 07:07:34 GMT

Thanks for escalating this @caesarome. We’ve sent @Tonia2 an invite to chat.

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