Can't access parts of my Sky account – multiple pages restricted

[TheCableGuy996]

I'm having trouble accessing several areas of my account on the main Sky website — most pages either come up as restricted or just don’t load at all.

Here’s what happens when I use the dropdown menu (top right when logged in):

• My Name > Bills & Payments → “This page is restricted”

• My Name > Product Settings > Manage (Sky Q) → “This page is restricted”

• My Name > Service Checker → Loads and says “Looking Good”

• My Name > Your Products → Loads and displays my TV packages

• My Name > Account Info > Manage Account Info → Blank page

• My Name > My Orders → Loads fine with all info

• My Name > My Messages → “This page is restricted”

The same thing happens in the My Sky app, so it’s clearly account-related rather than a browser issue.

I’ve already tried:

• Logging out of both the browser and app

• Using incognito/private mode

• Deleting and reinstalling the My Sky app

The Sky Go app works fine and shows my Sky ID is linked properly. The issue seems to be with the core account pages — and I just can't get anywhere with support.

Every time I call, I’m taken through the same basic steps I’ve already tried. When that gets nowhere, they transfer me to another department and say they’ll explain the issue... but I always end up blindly transferred, usually to the wrong team, then have to go through security again and re-explain everything from scratch. Then the cycle repeats.

I’ve spent hours trying to get this resolved and honestly, phone support has been completely appalling — and I don’t say that lightly.

Can anyone help? Or can a Sky team member here please get in touch? I know there are departments with better access and understanding, and I’d really appreciate this being looked into properly.

Thanks.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our 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
 

[TheCableGuy996]

Hi @Mr+Flibbles+86 

Every time I tried to post this message, it was being auto-deleted and marked as spam. Even my attempt to post about that issue was being tagged and removed. It looks like you’ve now allowed the post, but as I was struggling over the weekend, I had no choice but to reply on someone else’s thread just to try and explain what was happening.

That post is here:
https://helpforum.sky.com/t5/Account-Billing/Service-cancelled-but-still-awaiting-refund-of-credit-b...

Someone did eventually message me, but if you read through the thread, it seems the only people who can supposedly help are your phone agents—who are completely useless. Even when I clearly explain what needs doing, they either don’t listen or just don’t do it properly.

I’ve now spent almost four hours on the phone, passed between at least 17 different agents who don’t pass on any info, meaning I’ve had to go through the same steps over and over—getting nowhere.

Honestly, your phone support in India is absolutely broken. I’ve reached the end of my tether. It’s a shame, because I actually like the service, but I’m planning to call up and cancel everything once I finish work later today. It’s just not worth the hassle anymore. I cannot stand poor customer service, or a complete lack of it which seems to be the case here.

[caesarome]

@TheCableGuy996 

If it has appeared then you need to use the private chat bubble at the bottom of the page to talk to them about this.

[TheCableGuy996]

@caesaromeAs I mentioned, I spoke with someone through the chat bubble who explained exactly what the issue was and how it needed to be fixed. They said it could only be done by the Sky Go team and advised me to call again. They even left detailed notes on what the agent needed to do—but it still wasn’t done properly.

The agent on the phone claimed it had been sorted and walked me through the process, but when I checked my account (on multiple devices and browsers), it still showed restrictions, etc.

I went back to the chat bubble and was told the account still hadn’t been unlinked and re-linked correctly—it was clearly showing as still linked for ages. That’s when I gave up. If the agents are being told exactly what needs to be done and still can’t get it right, it’s honestly beyond frustrating. I’ve had enough. No one should have to go through this just to use Sky Go properly or set a simple pin.

The service has been awful, and it really shows the downside of dealing with offshore support centres where communication is often unclear. It’s not about where people are from—it’s about the level of service and understanding, which in this case has been seriously lacking.