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Discussion topic: Incorrect household address

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This message was authored by StuartSten This message was authored by: StuartSten

Incorrect household address

Hi, my household address is wrong on my account and there are two account numbers linked to my skyid (no option to unlink old one).

 

We moved house in 2020 and joined sky then. We didnt have sky at our old address since 2016. However, since when this was setup it has put our old address as the household account and still shows the services we discontinued at our old address in 2016 but with no costs in addition to our current package.

 

The service and delivery address are correct but we cant correct the household address which prevents managing services online. Ive have called multiple times around this and told its been fixed but it never has. They keep then telling me to do a home move which is not correct. Seems like this should be an easy fix! How can this be corrected easily?

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This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Incorrect household address

Posted by a Superuser, not a Sky employee. Find out more

@StuartSten If you left Sky and are rejoining after more than 12 months away your old account would have been closed and a new one created

If you want to use the same email address as the old account you need to remove and replace it with a different address on the old account first

You can do this yourself via this link

https://www.sky.com/myaccount/my-details#M1014

Once done your free to create a new sky id using the same email address here

https://www.sky.com/help/articles/sky-id-start#M1014


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Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
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StuartSten
Topic Author
This message was authored by StuartSten This message was authored by: StuartSten

Re: Incorrect household address

Thanks for responding, this is not possible I dont think as the new account was already added in 2020 when i rejoined and linked so both are against the same sky id. 

This message was authored by SKY1992bf This message was authored by: SKY1992bf

Re: Incorrect household address

Posted by a Superuser, not a Sky employee. Find out more

@StuartSten  I don't know any other way round this but I tag someone who might 

 

@caesarome any ideas?


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Please note: I am just a sky customer not a employee - posts from sky employees are clearly marked as such
my setup: Samsung 5 series 32inc tv | sky +hd box | variety, SKY & TNT sports,sky cinema | Netflix and prime video
Please note: I only provide help on the main forums and not via PM
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
if this post has helped please give it a like ~ if this post has solved your question/query please mark it as the answer in order to help others

If you would like to post a “Send Your Thanks to Sky” message please click Here
This message was authored by Mark39 This message was authored by: Mark39

Re: Incorrect household address

Posted by a Superuser, not a Sky employee. Find out more

@StuartSten not sire what has happened here, but I suspect the solution will involve manual intervention which the front line customer service advisers cannot carry out.

 

If you wish, we can flag your post to an adviser here, who may be able to help via Sky's Community online messaging service.

StuartSten
Topic Author
This message was authored by StuartSten This message was authored by: StuartSten

Re: Incorrect household address

Yes please, that would be great! Thank you for all the responses!!

This message was authored by caesarome This message was authored by: caesarome

Re: Incorrect household address

Posted by a Superuser, not a Sky employee. Find out more

@StuartSten 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.


This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147


When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

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This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Incorrect household address

Posted by a Sky employee

Thank you for escalating this. We have sent StuartSten an invite to chat 🙂 

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Incorrect household address

Posted by a Sky employee

Update - Spoken to StuartSten, after a few checks, we have found that this is something our specialist team need to support with. Customer is going to call in 🙂

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Ben262 This message was authored by: Ben262

Re: Incorrect household address

Hi 

 

We moved house in 2021 and availed of the Sky house move service.

 

I am currently looking at broadband options and have spotted that our address is incorrectly recorded with sky - this seems to happen a lot when our post code is used to identify address. 

How can this be amended? 

Thanks

Ben

This message was authored by caesarome This message was authored by: caesarome

Re: Incorrect household address

Posted by a Superuser, not a Sky employee. Find out more

@StuartSten 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.


This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147


When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

__________________________________________________________________________________________
If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Incorrect household address

Posted by a Sky employee

Thank you for escalating this. We have sent an invite to chat

This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Incorrect household address

Posted by a Sky employee

Update – Thanks for chatting to us Ben262. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks 🙂

Thanks

Lisa - Sky Tech Team Expert
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