Old account information on my address

[Crush]

I've just been trying to order sky stream with broadband. I was getting an error message each time I did this.

After some trial and error it looks like ny address is linked to an account, so I can't order it.

I've not been with sky for 10+ years.

How can I get this sorted?

[caesarome]

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@Crush wrote:

it looks like ny address is linked to an account

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When you say an old account, do you mean you left Sky in the past then returned after being away for a year or more ?

[Crush]

As in, I left sky 10+ years ago, and would now like to rejoin.

[caesarome]

You need to rejoin as a new customer so don't use your old account.

If you want to use the same email address then you need to first remove it from the old account first so log into the old account here:

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

Remove it by entering something else, save the change and logout.

Now you can sign up a new customer using that email address.

[Crush]

It specifically says there is an account linked to my address. I have tried 2 seperate email addresses. So I know it's not the mail address.

[Crush]

 

[Crush]

I have tried the  email addresses that it could be. And none of them work.

[caesarome]

If you can't remember your old login details then you will either need to sign up as a new customer by providing a different address or call that number for help.

[Crush]

It is not the email address... It is the physical address that is causing issues.

[caesarome]

Then my post above still applies in that you need to sign up as a new customer as your old account with the wrong address will have been long since closed.

[Crush]

Just spent 2hours on the phone about this. So no it wasn't as simple as you make it out to be...

They have admitted that they should have deleted all my details as my account closed in 2014. 

They managed to create a new order for me, and honoured the discounts.

[caesarome]

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@Crush wrote:

They have admitted that they should have deleted all my details as my account closed in 2014. 

They managed to create a new order for me, and honoured the discounts.

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Usually they would have closed the old account but glad you have it fixed.