topic Re: Sky using wrong contact details in Account & Billing

Sky using wrong contact details

Frustra1 — Fri, 31 Jul 2026 12:26:29 GMT

I have just went on line to change my broadband to sky (already have tv) and they have emailed the details to an old (soon to defunct) email address even though I have changed email details in my sky account several months ago. How do I contact sky to get this resolved as virtual chat doesn't seem to understand what I'm trying to say.

Re: Sky using wrong contact details

caesarome — Fri, 31 Jul 2026 12:31:40 GMT

@Frustra1

Have you checked here that your email address is not listed twice:

https://www.sky.com/mydetails/account-info

Re: Sky using wrong contact details

Frustra1 — Fri, 31 Jul 2026 12:35:39 GMT

Yes, only the correct email shows in my account

Re: Sky using wrong contact details

caesarome — Fri, 31 Jul 2026 12:45:58 GMT

@Frustra1

To see if they can help you 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:
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: Sky using wrong contact details

Frustra1 — Fri, 31 Jul 2026 13:13:36 GMT

Have eventually found a number to call and all sorted. Thanks