Cannot track my order or link account

[sullivan1]

I signed up for sky broadband today and have been trying to track my order, however I have been unable to link my account to my sky id online or on the app. I fill out my postcode, the last 6 digits of my bank account number, and surname in the account information page and it keeps saying it can't identify my account. I have used the same email address for my account and id, and have tried changing my password and updating two-step verification. Nothing has worked. While I was signing up for my broadband package it listed the day of activation as July 18th, but after verifying my email address I received a text saying that my broadband would be connected on the 24th. I don't understand why my account isn't linking or why I've been given two different activation dates.

[caesarome]

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@sullivan1 wrote:

I signed up for sky broadband today

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This could be the issue as you have only just signed up today as it can take up to 24 hours for new accounts to ne recognised through the susyem so it might be worth leaving this and trying again tomorrow and if the same happens post back on here for more help.

[sullivan1]

I thought the problem might have been that the £5 set up fee was still pending but it's been processed now and I still can't link my account to my sky id. It's been almost a week at this point, surely it should be working by now?

[caesarome]

It should be working by now so if you would like we can ask Sky's messaging team to send you a private message via a chat bubble on here about this tomorrow ?

[sullivan1]

Yes please, my hub arrived in the post today and I still can't set up my account.

[caesarome]

@sullivan1 

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.

[Tom-W19]

Thanks for escalating. We've sent an invite to @sullivan1.