Sky Bill not loading on App or Internet

[alan.pres]

Hi all,  just checked it and now working at last.

[Sue1851]

@alan.pres  - lucky you

did you have to reload the app or anything 

[H+D+B]

I have deleted and reloaded app and still not working...

[Daniel-F · Accepted solution]

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!

[Sue1851]

@Daniel-F  Thanks for your reply whilst I will try to be patient I not you say we can speak to a sky expert but I have found this impossible - all I get is an agent who doesn't understand the problem or just fobs me off with " this will be passed on to the relevant departments " when I ask for the number to call the relevant department all I get is a general call centre line

How do I talk to an expert who can actually tell me what's happening

if I use online chat all I get is AI bot which can't even understand the problem

[MarkGoldsmith]

---

@Sue1851 wrote:

@Daniel-F  Thanks for your reply whilst I will try to be patient I not you say we can speak to a sky expert but I have found this impossible - all I get is an agent who doesn't understand the problem or just fobs me off with " this will be passed on to the relevant departments " when I ask for the number to call the relevant department all I get is a general call centre line

How do I talk to an expert who can actually tell me what's happening

if I use online chat all I get is AI bot which can't even understand the problem

---

@Sue1851 if you have a Facebook or X (Twitter) account send you can send a message to the SkyHelpTeam account and a member of the Sky Messaging Team should reply to you there.

[Sue1851]

Yet another new week & stillcant view my bills

Has anyone had an update

[alan.pres]

Yes, I am now working OK.

[H+D+B]

Mine is now working too 

[Sue1851]

@H+D+B 

@alan.pres 

Id love to know how come your accounts are working but mine isn't 

[H+D+B]

Honestly I am not sure at all. I did delete the app and re install but haven't a clue if that made a difference. Hope you get it sorted - trying to talk to someone useful is a mission in its self. 

[alan.pres]

I have no idea why mine started working.  I did not do anything, I just tried it like I was doing every day and one day it worked.  Unless it's because this months D/D went through and it is now showing as paid.  Aside from that my package which was £104.50 per month went up to £146.00 per month after the price rises and my discounts expired.  Unusually for Sky they refused to re-instate any decent discounts and the best they could do was £135.00.  I have today had new full fibre broadband and phone installed and will be cancelling broadband and phone now plus Sky Cinema.  It should now be cheaper than the previous £104.50 and I have much faster broadband.  

[Wendy223]

What did you do to get yours working? Mine hasn't worked for weeks!

[Wendy223]

@Daniel-F Any idea when this will be resolved. Frustrating with the price increases as I really want to access it.

[Sue1851]

@Wendy223  My sky app & online account finally was fixed yesterday 7th June after being unable to access bills since 21st May 

The best help I had was from @MarkGoldsmith who told me to use Sky Help team through Facebook  & messenger 

Answer AI questions then when it asks if it helped with your query say no & you'll get through to an actual person who will help

i also made an official complaint which I also think it pushed the issue along

Hope this helps you