Changed email address but Sky still sending all emails to the old email address

[icesteelman]

Aboutt 4 weeks ago I changed my email address on the My Details page after logging in. This now shows both when logging into my Sky account online and also in the My Sky phone app. I canot see any refeences to my old email address anywhere relating to Sky.

However, Sky continue to direct all email communications to my old email address !  Whilst I still have access to this email account, I no longer actively use it.  It is a TalkTalk account they will likely close it down at some point unless I pay a fee since I moved broadband from them to Sky a couple of weeks ago.

Presume I'll have to contact Sky for but thought I'd ask here first.....

Cheers

[caesarome · Accepted solution]

This does come up from time to time and the answer is you will have to contact Sky support for help.

[icesteelman]

Does anyone have the Sky uk support phone number as the website and ai assistant just send you around in circles, never giving an option to phone or chat to a real person......

[SKY1992bf]

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@icesteelman wrote:

Does anyone have the Sky uk support phone number as the website and ai assistant just send you around in circles, never giving an option to phone or chat to a real person......

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@icesteelman Is the issue something we can help with and save you a call?

These are the current methods for contacting Sky…

▪️call by dialling 150 (free) from either a Sky Talk landline or a Sky mobile.

Calls to Sky will start automated which may offer you the online help route (see below) or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

▪️online help via this link
https://www.sky.com/help

▪️ Sky Assistant is also available at the top of sky.com/help for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

▪️Social Media You can also get in touch with Sky via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[icesteelman]

Unfortunately I don't have a sky landline or mobile so 150 is no use for me. As stated no one seems to be able to help - my problem is that emails from sky are all going to the wrong address not the one linked to my account 🤪.

Surely there must be a standard phone number I can call as the automated route just doesn't cater for this type of issue ?

[caesarome]

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@icesteelman wrote:

Surely there must be a standard phone number I can call as the automated route just doesn't cater for this type of issue ?

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Try saying nothing when asked any questions by the bot...

[icesteelman]

Can't find a link to initiate online chat (other than the bot which is no help what so ever).

Finally came across the phone number "0333 759 3266" on another post and so tried calling. Again the automated system sends you around in circles as there is no valid option for my problem. Tried staying quiet at various times in the process (including the first options and all it does is ask you 2 or 3 times and then cuts you off.

I have to say Sky Customer Support is very poor if you actually need to talk to someone. May try calling the number again and selecting a random option to see if I can ever get to talk to someone ..🙄 😤 😡....

[icesteelman]

So, took my own advice and just selected random options when I called the number above and eventually got throug to a real person who found the wrong email on Skys internal system ( not sure why it was fine when viewing My Account but I guess they have some poorly integrated software applicates and it never got through from My Account to the back office system) .

So, fingers crossed I should now receive my emails where I expect them 😀

Thanks to everyone who tried to help !