Husband died, moving home, not recognised as primary account holder

[Mazbratt]

My husband died two months ago and as the Sky contract was in his name I notified Sky.  They confirmed that the account was now in my name and a new contract was given to me.  Sadly I am unable to remain in the house that we lived in and I am having to move to another property.  This move is taking place in 5 weeks time so I have tried to notify Sky of the moving date but I keep getting the message "moving home needs to be done by the primary account holder".

Well I am the primary account holder but no matter where I look the only option would appear to be to hang on the phone for ages at a cost I cannot afford at this present time.  I just feel like taking my Sky equipment with me and setting it up in the new home and not notifying them.  Why does it not recognise me as the primary account holder when they created a new account for me?

[Laing1]

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@Mazbratt wrote:

My husband died two months ago and as the Sky contract was in his name I notified Sky.  They confirmed that the account was now in my name and a new contract was given to me.  Sadly I am unable to remain in the house that we lived in and I am having to move to another property.  This move is taking place in 5 weeks time so I have tried to notify Sky of the moving date but I keep getting the message "moving home needs to be done by the primary account holder".

Well I am the primary account holder but no matter where I look the only option would appear to be to hang on the phone for ages at a cost I cannot afford at this present time.  I just feel like taking my Sky equipment with me and setting it up in the new home and not notifying them.  Why does it not recognise me as the primary account holder when they created a new account for me?

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@Mazbratt have you tried the link below 

https://www.sky.com/moving-home/availability/postcode-input

[caesarome]

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@Mazbratt wrote:

Why does it not recognise me as the primary account holder when they created a new account for me?

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Sorry for your loss.

The only reason I can think off why you would see a message like that is that the wrong login details are being used so your only option will be to call Sky I'm afraid.

[SKY1992bf]

@Mazbratt  Sorry for your loss, when you login to the sky account who's name is listed as the account holder on the link below (if it is showing your husbands name then the change of account holder hasn't occurred)

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

[caesarome · Accepted solution]

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@Mazbratt wrote:

Why does it not recognise me as the primary account holder when they created a new account for me?

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Did they create a new account or just change the name from your husband to you on the account he had ?