Sky not letting me make a new order due to an old linked account

[Akctv3]

In the past I had a cancelled Sky order on my address. Now, when I am trying to make a new order on the same address, it tells me that "It looks like we have found an account associated with your address". Even if I login with the same email used for the previous order, it still doesn't work.

I have tried to call several times customer service, every single time unsuccesful, the only solution proposed to me was to make an order via phone, which I am not willing to do because in that case I am unable to use a voucher/cashback which makes Sky not competitive in price compared to Vodafone for example (also the fact that Sky now offers only 24m contract is not helping either to the cause)

Is there a solution to this, or should I just make the order elsewhere? Thanks.

[GD1]

@Akctv3   As you left Sky and then returned after being away for a year then your account will have been closed as you have discovered so you will need to set up a new Sky ID.

If you want to use the same email address then you need to first remove it from the old account first as this will then free it up allowing it to be used when setting your new ID up. You can do this by logging 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

[Akctv3]

The issue is not with the email address, but with the home address. I have recreated a new sky id using the same email, but regardless, if I use that one, or take a completely new/random, it will fail

Customer care confirmed that the account is closed and there are no active services associated.

[SKY1992bf]

@Akctv3  How long have you lived at the current address?

usually the image you posted indicates a previous owner/tenant has not cancelled or transferred out their own sky account and until they do this sky will block any new accounts being created 

[Akctv3]

7 years. As I mentioned the last order for sky bb was made by me, but cancelled previously

[caesarome]

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@Akctv3 wrote:

The issue is not with the email address, but with the home address. I have recreated a new sky id using the same email

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It could be an issue with that email address although it isn't mentioned in that error message so do you have another email address you could use to see what then happens.

[Akctv3]

Same thing happens. The physical address is linked to something which prevents me to place an order under Amy email.

[Anonymous]

How long away from Sky were you? If you're trying to use a new customer deal and haven't been away from them for 18 months (may be 2 years now, either of which is ridiculous BTW).

Is it TV & broadband or just broadband? If you can log into the original account does it show anything in there? What about in 'my messages'? Any equipment not returned?

[Akctv3]

2 Months. The error happens even if I go directly to the sky.com (with cleared cookies in incognito). This is just broadband. I never received any equipment because after 1.5 months my order still was not fulfilled (hence the reason for cancellation).

In the original account there is no mention of any services (confirmed by customer care as well).

[Anonymous]

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@Akctv3 wrote:

2 Months. The error happens even if I go directly to the sky.com (with cleared cookies in incognito). This is just broadband. I never received any equipment because after 1.5 months my order still was not fulfilled (hence the reason for cancellation).

In the original account there is no mention of any services (confirmed by customer care as well).

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This information would have been useful in your first post you know 😉

Is it 2 months when you tried to join or 2 months since you cancelled the order? Do you have broadband from your original supplier still? It may be still going through the motions with Openreach and the exchange with the order and then the cancellation not completed yet.

[Akctv3]

Since confirmed cancellation.  I have a virgin up and running still, as for the openreach/sky equipment I have never received anything as I mentioned above.

[Anonymous]

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@Akctv3 wrote:

Since confirmed cancellation.  I have a virgin up and running still, as for the openreach/sky equipment I have never received anything as I mentioned above.

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Openreach are the people who manage the network, they don't send out any equipment. I'm wondering if when you ordered it with Sky originally, the request was made to Openreach who may need to send out an engineer to check the line. If they've changed your area from the old copper pair ADSL to FTTP (full fibre) for instance, they'll need to supply a new line and junction box outside. That may still have an order in for it or it's just got stalled somewhere.

As you can't speak to Openreach yourself you'll need to go back to Sky unless some kind soul on here can escalate it for you.

If this is true BTW then you won't be able to get any service that uses the Openreach network until it's resolved. Please note, this is all just guesswork on my part and it may be something simple at Sky's end. For example, it's only recently that Sky have managed to remove a Sky Glass TV pending order from my account that was cancelled in October 2021.

[Akctv3]

That would not explain why sky doesn't permit to raise a new order on their system (other providers do). By the look of it there is still a marker in their system pointing to now non existing account which blocks the new order. 😥

[Anonymous]

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@Akctv3 wrote:

That would not explain why sky doesn't permit to raise a new order on their system (other providers do). By the look of it there is still a marker in their system pointing to now non existing account which blocks the new order. 😥

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That's the Openreach checker which doesn't show anything useful in your case. Being able to put an order in online with another provider is no guarantee that they'll be able to process the order. But as I said, I'm only guessing, it's either talking to Sky or take your chances with another Openreach provider.