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Discussion topic: Sky Bill not loading on App or Internet

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This message was authored by Chris1811 This message was authored by: Chris1811

Sky Bill not loading on App or Internet

I have been trying to view my bill through the app and through the internet but neither load. It asks me to sign in and then I get the circle of doom and the page keeps refreshing. I am trying to see my bill as Sky are looking to increase this. Has anyone else had this issue recently and managed to resolve it please?


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This message was authored by Daniel-F This message was authored by: Daniel-F Answer

Re: Sky Bill not loading on App or Internet

Posted by a Sky employee

Hi everyone 🙂

 

Thanks for sharing your experience on Sky Community and providing vital information to support the successfulness of our investigations. We are aware of an issue affecting a small volume of customers who are unable to view bills on sky.com or via the My Sky App. Our digital teams are working hard to resolve this issue and we will continue to provide updates.

 

Whilst we continue investigations & to ensure you get the information you want when you need it, we provide additional ways to view and manage your Sky bill. For example, you can manage your account and view your bill through your Sky box, by pressing Home on your Sky Q remote, then selecting My Account. Alternatively, you can speak directly to a Sky expert via our online chat functionality.

 

Thank you for your patience, we will continue to keep you updated on the progress of our investigations via this Community thread.

 

I've seen some users reporting things are working now but whilst this is still being investigated I wanted this update to be the most current answer for the thread whilst investigations are still on going!

Daniel
Community Moderator

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This message was authored by caesarome This message was authored by: caesarome

Re: Sky Bill not loading on App or Internet

Posted by a Superuser, not a Sky employee. Find out more

If both devices are connected to a Wifi connection then have you tried a reboot of your broadband router ?

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Chris1811
Topic Author
This message was authored by Chris1811 This message was authored by: Chris1811

Re: Sky Bill not loading on App or Internet

@caesarome Thankyou, I have just tried that and then also uninstalled and reinstalled the app, but no joy. The bill page just keeps refreshing with the wheel of doom.

This message was authored by MarkGoldsmith This message was authored by: MarkGoldsmith

Re: Sky Bill not loading on App or Internet

Posted by a Superuser, not a Sky employee. Find out more

@Chris1811 have you also tried clearing clearing your cookies and temp files for the browser you are using or trying via an incognito/private session in the browser?



Sky Stream user. Former Sky+ HD and Sky Broadband customer
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Chris1811
Topic Author
This message was authored by Chris1811 This message was authored by: Chris1811

Re: Sky Bill not loading on App or Internet

@MarkGoldsmith , Thankyou, just tried that and unfortunately still getting the page refreshing constantly and the loading wheel.

This message was authored by caesarome This message was authored by: caesarome

Re: Sky Bill not loading on App or Internet

Posted by a Superuser, not a Sky employee. Find out more

Have you tried using a different device ?

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Chris1811
Topic Author
This message was authored by Chris1811 This message was authored by: Chris1811

Re: Sky Bill not loading on App or Internet

@caesarome, just tried a different one and still no joy. I don't know why it has started doing this, used to work fine on my devices and since I have had email about bill changes it seems to have stopped working 

This message was authored by caesarome This message was authored by: caesarome

Re: Sky Bill not loading on App or Internet

Posted by a Superuser, not a Sky employee. Find out more

@Chris1811 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.


This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

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Chris1811
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This message was authored by Chris1811 This message was authored by: Chris1811

Re: Sky Bill not loading on App or Internet

Thanks @caesarome, hopefully they can assist.

This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Sky Bill not loading on App or Internet

Posted by a Sky employee

Thanks for escalating this. We’ve sent @Chris1811 an invite to chat.

This message was authored by alan.pres This message was authored by: alan.pres

Access to bill

After logging on, I go to My Sky and select billing.  When I click on view bill, the screen goes to the homepage and then keeps re-cycling.  reported to Sky twice to no avail.

This message was authored by Mark39 This message was authored by: Mark39

Re: Access to bill

Posted by a Superuser, not a Sky employee. Find out more

What did Sky say? You can always view your bill online here until the app problem is resolved: https://www.sky.com/bill

This message was authored by caesarome This message was authored by: caesarome

Re: Access to bill

Posted by a Superuser, not a Sky employee. Find out more

@alan.pres 

Has it worked before this started to happen, if not see if this works:

 

https://www.sky.com/help/articles/sky-id-cant-access-all-my-services

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This message was authored by alan.pres This message was authored by: alan.pres

Re: Access to bill

Have tried all options but neither are working.

This message was authored by alan.pres This message was authored by: alan.pres

Re: Access to bill

It was working about 2 weeks ago, but now the screen keeps circulating on both my PC and on the App.

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