Change address - moved 2 years ago

[rexcaudicum]

I previously had Sky broadband. We moved in December 2021 (within the fixed term broadband deal). I tried to complete the sky move process, but the new address did not have full fibre and so the contract was cancelled free of charge. However, my account apparently remained open. I am trying to change back to Sky, but I cannot change my address on the account. I've tried ringing the helpline only to be told that my mobile number isn't linked to any account, even though it is listed on my Sky account.

Any idea how this can be sorted out?

[GD1 · Accepted solution]

@rexcaudicum  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 first 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. First try this link to do this:

https://www.sky.com/myaccount/my-details/sky-id/edit-unlink

If this link doesn't work for you then try it yourself 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

[rexcaudicum]

Thanks. That is ridiculous. I especially enjoy that the unlink option leads to this very aggressive image, which seems to render it useless (though I fully appreciate that is not your fault, to be clear).

[caesarome]

@GD1 @rexcaudicum 

That unlink hasn't worked for a while now so if  want to use the same email address then you need to first remove it from the old account first so log 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