New Account

[MKJ74]

I am a new sky customer.   I have a free trial of Cinema which I need to cancel.  However, I cannot access my account to do this, it brings up details of an old account even with my new account details.  My ID shown is not one I recognise.   I spent over half an hour on the phone and eventually the call was discontinued, unresolved!    Sky have however managed to take payments, should I cancel my direct debit until this is sorted out? 

[SKY1992bf]

@MKJ74  You should not cancel direct debit has that puts you in breach of contract and will cause you more problems on top of what you're got now including being unable to contact sky to cancel 

in respect of cancellation see below 

You can’t cancel/downgrade online I’m afraid

if you wish to cancel/downgrade choose an option on the link below (which includes a message service - not available in ROI) (just click on yes I need more help)

or If you have sky talk landline or mobile call 150

https://www.sky.com/help/articles/cancel-sky-tv#M1014

Note that if your within a minimum term (most Sky contracts have a minimum term of 18 months) for the service you wish to cancel you may not be able to

Also note you have to give the required relevant notice to cancel which is 31 days for tv and 14 days for broadband

Additional information on Broadband: If you are changing to Virgin or cancelling broadband totally you'll have to contact Sky This link should help

https://www.sky.com/help/articles/cancel-sky-broadband#M1014


If you are changing to another ISP who uses the Openreach infrastructure then join up with them and they should contact Sky on your behalf

If in ROI make sure the flag in bottom right hand corner is set to ROI and refresh the page before selecting an option

for reference cancellations are only confirmed once you have written email confirmation, also remember that if you are cancelling sky q completely all equipment will need returning so make sure when sending back you obtain and keep very safe and indefinitely proof of postage, also note that billing continues as normal right upto and including last day of notice period and must be paid, any overpayment for days beyond termination date will be refunded within six weeks of termination date or you can call sky and they will refund within 3-5 working days once the credit is showing on your sky account

apparently best times to call are first thing in the morning 7am or last thing at night 9pm

 in respect of seeing your old account see below 

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/welcome-to-sky#M1014

[caesarome]

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@MKJ74 wrote:

 However, I cannot access my account to do this, it brings up details of an old account even with my new account details.  My ID shown is not one I recognise.

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It sounds as though you have used the same email address on both your old account and your new one so remove the email address from it here:

https://www.sky.com/myaccount/my-details

You might need to provide a different one but once you have logout then log back in with your Sky ID that you want to be using for your new account.

[MKJ74]

No they are not the same.   I have checked all the details and am at my wits end now.

[caesarome]

To help you with the account issue I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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.

[Greenfingers001]

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