Hi, My sister recently lost her partner and since has had no end of problems with the sky account that was in her partners name. Firstly the assistant (when I was with her and notified them of the death) advised that a new account in her name was the best thing to do and arranged for everything to change (i.e the old sky and broadbank to close and the new one to take over) on the same date of 24/22/25.
The day came and the engineer plugged everything in and it was all systems go! However, 2 weeks later the broadband stopped working but she didnt tell me for a week so had been without her lifeline etc.
My sister then had city fibre call at her flat and tell her that they needed to dig up the pathway and have access to her property to lay cables for the broadband. This was something that she couldnt authorise as she rents the flat and the landlord will be selling it soon so wont allow any digging. Obviously they went but said they'd be back christmas eve. She made several calls to sky and after being transferred to different departments, was told that she would need to find another company to provide broadband if they couldnt bring the fibre cables into her flat.
She then asked me to help and between the 22/12 and 23/12 with my sister on facetime (as I live over 100 miles away) and sky on chat, I managed to get her marked as a vulnerable customer due to her age and mild congnitive dementia (something the original assistant said she had done but apparently didnt) and the assitant advised that they best thing was to shut down her new account and transfer her name to her late partners account so that she could continue with the broadband 'from the cabinet' rather than 'the premises'
So that was 23/12 and she still has no broadband and although ive managed to set up a new sky ID for her, am scratching my head as to how we now add me as a manager and set up a password so that I can go back on chat to get this sorted once and for all.
Online it suggests that I set up my own sky ID and add it to her account but would this affect my own sky account ro do I use my ID for my existing account and how do we set up the password???
It's driving us all to tears right now!
