topic Re: Unable to Log Into Account & Going Round In Circles With Live Chat in Account & Billing

Unable to Log Into Account & Going Round In Circles With Live Chat

CubaCat — Tue, 06 Oct 2026 15:57:46 GMT

Hi, I really hope someone can help as I'm at the end of my tether.

I joined Sky Stream last month but I'm unable to log into my account as it says my postcode isn't recognised. I've been on live chat at least 4 times, they say they'll escalate it but there's no resolution. I still can't access my account, which means I can't see anything on there or pick my free movie for new subscribers (priorities!).

For full disclosure, shortly after joining I changed my email address via live chat and they claim my account is under my new email address but I can't log in with either email address.

I've tried getting on live chat again today to chase this up but it's not letting me without logging in - which I can't do.

Does anyone know what I should do next? I'm absolutely at the end of my tether and on the verge of logging a formal complaint.

Thanks,

Kathryn

Re: Unable to Log Into Account & Going Round In Circles With Live Chat

MightyQuinn — Tue, 06 Oct 2026 16:05:29 GMT

Hi @CubaCat

This shows you how to make a formal complaint How to make a Sky complaint.

In the meantime, I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Unable to Log Into Account & Going Round In Circles With Live Chat

Lu1se — Wed, 07 Oct 2026 08:04:43 GMT

Hi - have you had any solution? I'm going round in circles and my only option is post a formal complaint as can't log in to make a complaint.

Re: Unable to Log Into Account & Going Round In Circles With Live Chat

Stormtrooper1153 — Wed, 07 Oct 2026 08:28:19 GMT

I am unable to log into my sky. It takes me to provide post code then when did I buy sky glass which I haven't done

Re: Unable to Log Into Account & Going Round In Circles With Live Chat

Lu1se — Wed, 07 Oct 2026 08:39:39 GMT

So no solution then? It's beyond frustrating.

Re: Unable to Log Into Account & Going Round In Circles With Live Chat

Brill+Gill — Wed, 07 Oct 2026 10:09:48 GMT

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

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