Logged in on browser but can't access Help

[Jo1964]

I am trying to speak to Sky about consolidating more services, e.g. adding Broadband and Discovery +, but I cannot get through the Security Questions! I can logon via a browser and see all details on my account using my email address, password and if necessary the Security Question. So I know these are correct. But when I go through Help (either via Chat (virtual assistant) or by phoning Helplines I get told that I have answered security questions!! I have wasted hours on this and because I am out of contract I feel like cancelling my subription and starting a new account! Any suggestions anyone??!!

Jo

[caesarome]

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@Jo1964 wrote:

But when I go through Help (either via Chat (virtual assistant) or by phoning Helplines I get told that I have answered security questions!! 

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Do you get told you have not answered the questions correctly as I'm not sure whar your issue is ?

[Jo1964]

Sorry, I get told I have answered Incorrectly. But I make absolutely sure I enter the correct letters that give me access to my account on the browser.

[caesarome]

The phone line password could be different to the online one so the next time you can Sky tell them you have no idea what it is then they should be able to ask you other question to helpto identify you and if you want they can set up another telephone password.

[Jo1964]

Thanks I'll try that, although I already tried asking the supplemental security question about First Manager and that doesn't recognise my answer by phone or Chat, but does on the browser. just speaking to a human being would be a step forward!