Sky ID shows old and new billing account, but has old account as the main one

[Steeble]

Hi, not sure if anyone can help but I've run out of ideas...

My Sky ID lists my current Sky Q billing account as well as an old Sky Q one from several years ago that's long lapsed.  The old account has bills generated each month at £0 ("There are no charges on your bill this month as you have no active subscriptions") even though it's not used.

I can access billing info for my current active billing account but can't make any changes to the package etc, I receive an error message "Unfortunately, we can't complete your order online" any time I go to a page that might let me make changes.

I've noticed that if I go into 'My Details' then 'Account Info', under 'Your Products' at the bottom is shows the old account number and not the current one, so I suspect for some reason the old account is still marked as the main one on my account? There's no way I can see to change or remove it.

I've deleted my Sky ID and set it back up on different email addresses, but each time I add the current billing account it just drags the old one back in and I'm back to square one.

Has anyone had the same problem and managed to fix it? Or anyone from Sky who can help please?

Thanks in advance!

[caesarome]

If you left Sky in the past and then returned then usually you would need to setup a new ID to be able to access your new 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

Then delete the email address by providing another one and logout of this account, this will then free it up to use when setting up your new Sky ID:

https://www.sky.com/help/diagnostics/sky-id/sky-id

[Steeble]

Hi caesarome, thanks for replying!

I tried setting up a new Sky ID using a different email address, then added the current billing account to that Sky ID and it still pulled in the old account too, so I don't think it's an issue with it being linked to the email address etc. It's more like the 2 account numbers are linked somehow...?

[caesarome]

@Steeble 

When setting up this new ID did it ask your for your account number because if it did then you did you supply the correct one ?

[Steeble]

Yes, once I'd set up the new ID I then got a screen to enter my postcode, account number and surname, and definitely put the correct account number in.

[caesarome]

I think all you can do now is to call Sky about this and hope somebody can see what is causing this and to fix it for you.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.