Incorrect household address

[StuartSten]

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?

[SKY1992bf]

@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

[StuartSten]

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. 

[SKY1992bf]

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

@caesarome any ideas?

[Mark39]

@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]

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

[caesarome]

@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.

[Lisa-P1987]

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

[Lisa-P1987]

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 🙂

[Ben262]

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

[caesarome]

@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.

[Mr+Flibbles+86]

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

[Lisa-P1987]

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 🙂