topic Re: Sky Stream account/VIP access issue in Mobile Apps & Websites

Sky Stream account/VIP access issue

WoolleyBear — Tue, 25 Aug 2026 23:29:29 GMT

Hi,

I’ve had Sky Stream for nearly a month, but I’m having issues with my account.

When I log in to the MySky app, it says “We can’t detect your devices”, despite having Sky Stream active and using it for nearly a month.

I’m also unable to access Sky VIP. When I go to the VIP section, it says “You can’t join VIP right now.”

When I originally took out the TV package, I was told my account would need to be merged because it was already showing that I had an email address registered. I’m wondering whether the account merger hasn’t been completed correctly and this is causing the problem.

Could someone please advise me on how I can get in touch with the right person to have this looked into and fixed? I specifically want to be able to access my Sky VIP rewards, as I believe I should be eligible for them.

Thanks.

Re: Sky Stream account/VIP access issue

caesarome — Wed, 26 Aug 2026 04:38:40 GMT

@WoolleyBear

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: Sky Stream account/VIP access issue

WoolleyBear — Wed, 26 Aug 2026 09:30:33 GMT

Thank you. It's been 5 hours and I haven't recieved a chat bubble yet?

Re: Sky Stream account/VIP access issue

caesarome — Wed, 26 Aug 2026 12:18:39 GMT

@WoolleyBear

That is unusual so if you haven't been contacted by 5pm post back here and I will try again.

Re: Sky Stream account/VIP access issue

arcadeavenger — Wed, 26 Aug 2026 13:00:12 GMT

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

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