Account number in email different to MySky

[James472]

I signed up to sky BB, talk and TV package last week. Engineer set up the WiFi on Thursday. TV engineer came to set up TV yesterday. He ended up switching me to ‘Sky Stream’ because it was too difficult to get a dish onto my house. All good.

I received an email from Sky telling me Sky stream ‘puck’ is to be delivered in post etc *and that I can track the order and view the bill etc on MySky*. However when I log in to MySky the SKy ID account number is still the old one and there is no mention of Sky Stream - only a record of the ‘cancelled’ engineer visit. I assumed this would be amalgamated into my existing package (replacing Sky Q). Why isn’t this reflected in MySky and why the two account numbers?

[caesarome]

@James472 

If your Sky Q installation and your account has been cancelled then for Sky Stream you appear to have been given a new account number that you will then need to use when setting up your Sky ID. This will mean you will need to login to the old closed ID to remove the email address if you want to use it with your new ID. If you want to confirm this is the case you could call Sky and ask them if this is the case.

[James472]

Thanks. The thing is, I understand that the sky account number on MySky is for my Broadband/talk/TV package - which I understood I was keeping - just with the Sky Q aspect being replaced with Sky Stream. 

Nothing appears to be 'closed' - and I don't want to close my BB. I want it all tying together - which I assumed was being done for me yesterday. Surprising that this is something that the customer has to unravel themselves... Re calling Sky, when I called earlier there was a series of multiple choice questions, none of which were remotely related to the specific issue I have, which would be vastly easier to just explain to a human being, and the automated system ended up cutting me off and suggesting I check online 🤣absolutely infuriating... Am hoping the system is just catching up on itself and this will be rectified. It seems like the most basic thing that the company would be prepared to avoid happening when switching somebody.