My Sky ID isn't linked to my Sky account

[fitzpatrick]

My dad is in his 80s, is partially deaf and has Parkinson's. He's been a Sky customer for a few years, but recently the link from his Sky ID to his 12 digit Sky account number seems to have been broken and although he can log in, he can't see his details nor any products on Sky.com. I'm trying to help him sort it out.

When I try the support path to get to the sky.com/linkmyaccount page it takes me to sky.com/glass instead. I've been on the phone with support three times, only to be told each time that they'd fix it within 72 hours. It's three weeks since I first reported this and it's still broken.

Am I the only one with this issue?

@Timofe 

[caesarome]

So when he or you logs into his account what do you see and is this via the website, MySky app or both ?

[Timofe]

On the website, if he goes into his account details he either sees a blank page after the header or it crashes to a server error. Eventually, that refreshes to a Technical Issues page. 

We haven't tried the app yet.

[caesarome]

When you are able to can you check to see what happens with the MySky app.

[fitzpatrick]

Sorry for the delay in replying. Real life got in the way. When using the MySky app I am prompted to set up an account, but when I try that it shows a "Sorry, something has gone wrong. Please try again later" message. No amount of waiting seems to change that. Nothing shows when I go to My Details and no products show either.

[caesarome]

Are you using the right login details as you appear to have two accounts on here, this one and the Timofe one ?

[Timofe]

Yes. Timofe is mine, his son. I am also a Sky customer. We're using his account when trying to access the services. 

[fitzpatrick]

The MySky app does the same thing.