Cannot verify 4 year old sky account

[morganp]

I was a Sky broadband customer several (4+) years ago. I purchased a new broadband subscription yesterday.

I can log into my 'my sky' account but it tells me I am not the account owner (I am) and I have no orders.

The 'my details' -> 'my account' page is completely blank.

I think, somehow, Sky has just got my very old details and not the new ones.

When I try speaking to Sky tech support they won't do anything. They want verification information that I just don't have after so long - what was my credit card number, what is the date of payment. Those details are from so long ago I simply don't have them any more. I can use date of birth or address, but they still can't let me in.

Anyone seen this before? How do I access my account?

The big issue for me: I ordered broadband on a house I'm not moving into for a month. I wanted it to start from the day I move in, but the order defaulted to next week. So some poor random person (the current house owner) is going to have their broadband disconnected.

[DaveDrizen]

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@morganp wrote:

I was a Sky broadband customer several (4+) years ago. I purchased a new broadband subscription yesterday.

I can log into my 'my sky' account but it tells me I am not the account owner (I am) and I have no orders.

The 'my details' -> 'my account' page is completely blank.

I think, somehow, Sky has just got my very old details and not the new ones.

When I try speaking to Sky tech support they won't do anything. They want verification information that I just don't have after so long - what was my credit card number, what is the date of payment. Those details are from so long ago I simply don't have them any more. I can use date of birth or address, but they still can't let me in.

Anyone seen this before? How do I access my account?

The big issue for me: I ordered broadband on a house I'm not moving into for a month. I wanted it to start from the day I move in, but the order defaulted to next week. So some poor random person (the current house owner) is going to have their broadband disconnected.

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If the current owner is having there broadband disconnected probably next week it easer rather then disconnect the WiFi from the property to just change the account to the occupant (you). You can probably tell Sky you don't won't service till you move in and therefore the service will be disconnected. But as reconnection may involve a open reach engineer  reconnecting the service at the box at end of the road (just like disconnection is a similar procedure) they is probably no guarantee that your service will be connected on the day you move in as it will depend on making an appointment for open reach engineer to do the work and how long is the lead time for these appointments, but Sky will probably be abletell you the date of connection if when you phone them and it will be then up to you if you want to wait that period  or accept service from next week.

[morganp]

Thanks for the quick response.

I have been told that this order needs no on-site presence; they will do the switch remotely.

I would like to tell Sky just to delay the swapover, but they can't verify me to get into my account - that's the nub of the problem. Although I can log into my Sky account, its just blank with no details. My account seems zombified where I can log in, but there are no details associated, and I can't see any details of my account or the service I ordered.

[GD1]

@morganp   As you left Sky and then returned after being away for more than a year then your account will have been closed as you have discovered so you will need to set up a new Sky ID.

If you want to use the same email address then you need to remove it from the old account first as this will then free it up allowing it to be used when setting your new ID up. You can do this by logging into the old account here:

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

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

[morganp]

I can only log in using my email address. But the 'my details' page you linked below shows pretty much blank:

So I can't find a way to delete or change the old account.

[caesarome]

@morganp 

If you have been away for 4 years then the d account will have been closed so you will need to setup a new one.

[morganp]

Thanks. I think that's the problem. I can't close the old account (it seems to have been half-closed, see the image above) so I'm unable to set up a new one. I can log in, but there are no details there, and no available links, that will let me close it. Because it only half-exists, Sky can't find my verification details. 

I'm stuck in a catch 22. I need to close my old account, but I can't log into it because it's closed.

[Mark39]

@morganp you don't need to close your old Sky ID. Just set up a new one with a different email address.

[caesarome]

@morganp 

As @Mark39 has stated you don't need to do anything with the old account, apart from removing the email address from it if you want to use it again. But that apart just leave it as it is and start a new one to access your services.