Sky app won't recognise me as customer

[mai96]

I recently updated to fttp gigafast with a sky max router. Sky sent me a welcome message saying I was up and running, but the my sky app states I am not with Sky. The test my broadband doesn't work and the router is not recognised either. I've synced my account etc but nothing is showing on the app. 

[caesarome]

To confirm you were already a broadband customer then you upgraded to Gigafast.

Did you previously have an account with Sky as you might need to use that one or have you created a new ID ?

[mai96]

Yes, the old standard broadband shows as cancelled and new gigafast as active, but not with Sky for some reason

[caesarome]

@mai96 

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 by typing it it to start the chat:

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. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent mai96 an invite to chat.