Sky Glass, Sky Go, My Sky & Moving Home....
I was not sure which board to post on as my complaint covers moving home, my new Sky Glass, losing Sky Go and VIP, and not being able to access my bills!! Apologies in advance for the essay of a post but I am on my last straw!
I contacted Sky in Feb 2025 as I was moving home the following month and also wished to upgrade my Sky Q to Sky Glass subscription (I've since been advised that the advisor should have dealt with my home move first and then not placed my Sky Glass order until after we have moved).
When I moved, I realised that I could only see my Sky Mobile account on my Sky app - I have 2 mobile accounts and could see the billing for both however could not see my Sky Glass subscription or broadband (however I am being billed for both and both are working).
I contacted Sky (this was early April) and spoke to about 6 or 7 advisors, spending quite literally hours on the phone before eventually reaching a lovely guy called Iain, who tried for several months to resolve this. The issue was apparently that when my Sky Glass was set up, it should apparently have been done so using a different email address?
Anyway, fast forward to this week - i attempted to use Sky Go (not an app I use overly reguarly) and got an error message stating I would require a Sky TV account. When I logged in, I could only again see my Sky Mobile account
So I then spent 2.5 hours on the phone on Tuesday attempting to resolve this issue - as well as not being able to accesss Sky Go, I also could not view any bills and it also stated I was a Sky VIP Silver with one year's loyalty - I have just under 15 years and when I had spoken to Iain earlier in the year, he advised that once I hit 15 years, one big benefit was getting through to Sky (to an actual person) a lot quicker - a benefit I don't really want to lose.
During my 2.5 hour marathon call (thank god for working from home and being able to multi task lol) and getting cut off twice, I ended up speaking to someone in Sky ID, who said the reason for the issue was that I could not have the same email address for my Sky Mobile as I have for my Sky TV and Broadband and therefore what I would need to do would be to set up a whole new Sky ID for my Sky Mobile on Sky.com and then on the My Sky app, to set up a different Sky ID with a different email address. All a bit odd but I followed the instruction as apparently Sky IDs were his area of expertise. Even more odd was that I was instructed to associate my Sky Mobile account with my OLD home address and my Sky TV with my new one. To be honest, I had given up the will to live at this point so went with it, even though it did not make much sense. He then told me to log out of everything for 24 hours and to log back in on Sky.com first with my mobile account and then My Sky app and everything will be working...........24 hours later it was absolutely NOT working and now on the My Sky app I can see my accounts but with no access to Sky Go and I apparenyly only have 1 year's VIP with Sky.
I am beyond frustrated - this has been going on for months and months and no one seems to know how to resolve this. I cannot see my Sky Glass and Broadband bills so can only trust that what I am paying is correct. I can now no longer see my Sky Mobile bill so again no idea if this is correct. I cannot access Sky Go, which although is something I don't use often, is still a facility I am paying for and after spending hours and hours on the phone to resolve this, feel I'm even worse off than I started. And after nearly 15 years of loyalty with Sky, I am now not even a platinum but a silver VIP lol!
Has anyone ever experienced anything like this? I am at a complete loss in terms of what to do!!
