Login/Account Issues

[Jade19292]

I don't know the best way to explain this issue, I've tried on various phone calls and in person and everyone who thinks they have fixed it, in fact hasn't. 

I have mobile and TV with sky. My sky account was set up with an email address around 4/5 years ago. Last year I changed the email address I use to log in. Initially everything seemed fine, but in the summer this year I noticed my mobile bills/account info were there, but my TV/Glass info was not. I called Sky and they told me the problem was there was no email address associated to my TV account, though they were stumped about why my mobile account was unaffected. The guy on the phone told me I could associate an email address with the TV account but it can't be the one associated with my mobile account, which is a whole frustration on it's own. 

I gave them my email address and after a few days got a text telling me everything was sorted. I then tried to log in, now it just asks me for my post code, and then tells me there's an error. This has been happening for about 4 months now. 

Annoyingly I want to add a second glass to my account, but because I can't sign in I can't do anything to sign the credit agreement, and no one seems to be able to help me. 

Has anyone had this issue before and how did it get resolved?

[caesarome]

@Jade19292 

To see if they can help you with this I have escalated your post to the Sky Messaging team who should 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 so you will need to respond to the chat bubble at the bottom of the page when it appears:
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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[rue95]

I have been getting the same issue where no matter who i speak to or what i do just get the error message saying 

Oh no, there seems to be a problem

We're working on it... We are currently unable to continue and apologise for any inconvenience caused.

if anyone else has a helpful tip or advice more than happy as been told multiple times by agents that the issue has been fixed and still months later getting the same issue 

[Lisa-P1987]

Thanks for escalating this. We’ve sent  Jade19292 an invite to chat.

[rue95]

Does anyone have any helpful advice or anything else can do apart from keep calling up Sky to just get told the issue has been resolved to still just keep getting the same Problem

So many years ago had an old account and then many years later go another product from sky and ended up with 2 accounts linked to the 1 email address, I've rang up multiple times to sky about this issue to get it sorted/resolved but still no luck even after being told by an agent that the issue has been sorted and just had to wait a couple of day to still months later and still after phone calls to sky in the same situation.
Anytime try to look at my Account Product Details or look at upgrading/browsing product or seing what sky is even offering just get the error message back of

Oh no, there seems to be a problem

We're working on it... We are currently unable to continue and apologise for any inconvenience caused. 

To which still months later still get

Not sure what else todo without just keep ringing up and hoping and fingers crossing that maybe this phone call whenever ring up might be the lucky one to still feel like not sure what todoas feels like banging head agaisnt a wall 

[caesarome]

Can you clarify what you mean by this @rue95 :

---

@rue95 wrote:

So many years ago had an old account and then many years later go another product from sky and ended up with 2 accounts

---

Did you leave Sky and then return after being away for a few years ?

[rue95]

So many years ago had Broadband with sky and then changed when contract was up for renewal and then came back to sky after saw they was giving the best deal at the time but got 2 different Broadband Account numbers one from years ago and then one from when came back to sky but never closed my account

[caesarome]

@rue95 

When you returned after being away for a few years you should have started a new account, so if you have two then the first one can not be used so if you are using the same email address then login to this old account to remove that email address, it might need replacing with something else but as you are not using that account then it doesn't matter what you use. Then going forward you only need to use the second account that you setup when you returned.

[rue95]

I already have an active product with sky and have asked for this account to be removed and tried to manage my products to just get the same error as before with seems to be a problem, How can you remove an account that can't manage and get told by sky it's been sorted 

[caesarome]

Did you try what I posted above ?

[rue95]

I can't change or do anything with the old account as for one i can't view my product's due to getting the error the only way i am able to know that still have two accounts linked to the same email is can see both accounts when i look at my bill within Bills & Payments
Not sure how to follow what you suggested when wasnt very clear as how can i remove email from one account when can't access the products section of my sky due to the Error