Reinstate my account

[Beckydaly82]

Hi, for some time now I have been unable to upgrade anything on my sky account as each time a page pops up asking if I want to reinstate my account (I have no outstanding bills on my account) I called a couple of months ago and the advisor found out the reason, I placed an order last year for 2 Apple Watches, upon receiving them I realised a ordered the wrong size so I asked sky if i could return it but they said no, at that time of asking another order was generated (error on skys side) for a 3rd watch and that has been stuck in my account floating somewhere which is affecting my upgrade. The advisor had to submit a report to get this removed, the advisor informed me that she would call me back within 7 days to tell me the outcome, I have not heard from anyone hence why my account is locked for any kind of upgrade. Each time I have called to try and get this sorted I am having to retell this story over and over again. I hope this makes sense please can someone help me. Thanks 

[Mark39]

Unfortunately we customers here can't help with this. I'd give Sky a call to follow up the manual intervention they were going to make to sort out the order for the 3rd watch.

[Beckydaly82]

Been there time and time again to sky, I have had enough, thanks anyway.

Please can a sky advisor contact me please. 

[Beckydaly82]

Also I am not after a 3rd watch, if u re-read my problem sky themselves created the order on there end by mistake I wanted to return the watch for a smaller size instead they created an order by mistake which is still floating around in my account prohibiting me from upgrading. 

[Mark39]

Yes, I got that. Very unlikely that Sky will contact you here. We're a customer Communty.

[Daniel0210]

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@Beckydaly82 wrote:

Please can a sky advisor contact me please. 

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@Beckydaly82 

You will need to instigate contact. Sky won't know who you are from a forum post as your Sky account isn't linked to your Community log-in name. 

[Beckydaly82]

 

 

 

[Beckydaly82]

My account is linked to the forum. A sky advisor contacted me from this forum previously. 

[Mark39]

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@Beckydaly82 wrote:

My account is linked to the forum. A sky advisor contacted me from this forum previously. 

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OK.

[Beckydaly82]

 

[Daniel0210 · Accepted solution]

@Beckydaly82 

That is an escalation chat invite from another thread. As stated, your Sky mobile, TV and Broadband/Talk accounts are not linked to your chosen username on here. 

[Jodie89Kaycie16]

I need to speak to a sky adviser to get my services reinstated but I have paid as much as I could from my bill

[Daniel0210]

@Jodie89Kaycie16 
Sky won’t reinstate services until you’ve paid what is owed and set up a new continuous payment method. Restrictions will have been applied automatically and agents can’t override this process.

If your payment is two or more weeks overdue you will have to pay the next bill as well. Also it’s worth noting that if you’re in arrears for 56+ days Sky can fully terminate your subscription.

On rare occasions they will allow you to carry over up to £25 to the next month but that will be based on your previous payment history. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. (Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week).

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/

[Beckydaly82]

I do not have any payment arrears at all, this has been my whole point. When I ordered 2 Apple Watches 2 yrs ago a 3rd watch was ordered by an error on skys end- the system therefore is blocking me as it thinks I have too many accessories. This has been going on now for over 18 months keep being promised time and time again with no results. 

[Daniel0210]

@Beckydaly82 

As you can see I was replying to another customer who posted on your thread. It seem they have a different issue to yours.