My account says no prouducts but I do

[Dani39]

I'm a really frustrated customer at this stage because I cannot get through to talk to anyone at Sky about my problem. I get caught up in the automated phone system and the chat bot isn't intelligent enough to help. I just need to talk to someone. Please can you provide me with a phone number.

My Sky account says I have no products, but I do and have done for many years. I pay for and use Sky broadband. I'll be moving house soon so I need to organise the move of my broadband but according to Sky I have no products. 

I don't know if I have a past account, I tried to link but that option was not available to me.

I just need to talk to someone. If this doesn't get resolved I'll find another provider. I'm sure someone will contact me if I cancel my direct debit. Hopefully it won't come to that.

[Daniel0210]

@Dani39 

Definitely not recommended. Doing that is going to cause you additional problems. Your services will be restricted, you won't be able to call Sky, you can't cancel, late payment fees will be added and eventually Sky will involve a debt recovery company which may affect your credit rating.

To call Sky dial 150 (free) from a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The posting of full phone numbers isn’t permitted on the forum.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[caesarome]

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@Dani39 wrote:

My Sky account says I have no products, but I do and have done for many years.

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Have you at anytime in the past left Sky and then returned after being away for at least a year ?

[Mark39]

@Dani39 it sounds like your Sky ID and Sky Account No. aren't linked. That can happen if you return to Sky after a while away.

If so, the sImplest solution would be to create a new Sky ID, which will give you the opportunity to link your Sky account to it.

Cancelling your direct debit puts you in breach of contract. Sky's reaction will only be to send an automated email or letter telling you that you need to set it up again. It serves no useful purpose.