Back with sky but only old details on my account

[Helenc25]

So I've come back to Sky after a couple of years and signed up to a Q contract and have a fitting date.

I have an account number however when I log into my sky account (the one I've always had) I can't see anything about my new contract.

Ive used the same email and phone number but nothing there big my 2021 contract and old address.

I've been on the chat ages but haven't got anywhere, they suggested phoning IDM but I don't know how to get to them or who they are 

Any ideas?

thanks 

[peter-marlow+1966]

Call sky  and  when the automated  message  says  we have sent you a link would you like to use it  say no  and  stay on the line and you should  get to talk  to  an advisor and  hopefully  get it sorted out, 

[SKY1992bf · Accepted solution]

@Helenc25 If you left Sky and are rejoining after more than 12 months away your old account would have been closed and a new one created

If you want to use the same email address as the old account you need to remove and replace it with a different address on the old account first

You can do this yourself via this link

https://www.sky.com/myaccount/my-details#M1014

Once done your free to create a new sky id using the same email address here

https://www.sky.com/help/articles/sky-id-start#M1014

if you no longer can't access the old account for whatever reason the only option is to use a different email (you can get free email accounts from the likes of gmail etc)