I changed my email but messages are still coming to the old address

[asquartz]

I changed my sky account email address over a month ago, but emails are still coming to the old address. I did this over a month ago. 

This is messages relating to both TV/broadband package, and sky mobile phones.

How do I get the emails to come to that new address?  The old address will be deactivated soon so I will be missing emails. 

Thanks

[caesarome]

@asquartz 

I take it this is the recovery/household email address you changed ?

[asquartz]

It's my login email address that I changed. It's there another address saved somewhere that I also need to change?

[caesarome]

@asquartz 

There is the household/recovery email address that needs changing:

https://www.sky.com/mydetails/account-info

[asquartz]

There is only one email address on that page, "Household account email address". This is the one I have already changed. I can see no option for a recovery address. 

And why would service related emails be being sent to a recovery address anyway?

[Mark39]

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@asquartz wrote:

This is messages relating to both TV/broadband package, and sky mobile phones.

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Are these marketing messages?

[asquartz]

Some are marketing, e.g What's on TV this week. Some are service related, e.g confirmation that I've rolled piggy bank data, or my phone contact statement. All going to the old address

[Mark39]

It may be that Sky use multiple separate systems and the change to your email address simply hasn't propagated through to them yet. You could give Sky a call, or we can ask the messaging team to contact you here via a private online chat to see if they can shed any light on it?  

[asquartz]

Thank you, yes a chat on here might help. How do I set it up?

[Mark39]

@asquartz We set it up for you 🙂

I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987 · Accepted solution]

Thanks for escalating this. We’ve sent asquartz  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[asquartz]

Thanks to all for the help.  I have been referred to the telephone helpline.

We will see what they say when I find time to call, but in the meantime I'll consider the forum thread closed.

Thanks again