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Discussion topic: SkyID issues

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This message was authored by Stacey91 This message was authored by: Stacey91

SkyID issues

I placed an order last night.  I received an email to create a SkyID. I clicked on the link and logged in using my old account information.  I said do I wish to unlink an old account.  I said yes.  It then asked to enter my postcode and Sky account number, which I did from the new email/order I received and it said the account has now been linked.

 

However, it's not letting my watch Sky GO even though the email said I could.  And when I log into my account it's not showing my products, orders, and even my details...when I click it just says there is an error.

 

I then tried calling Sky and the automated voice said my number doesn't match to an account, even though the order email shows the number I called from. I entered a previous number and an advisor then started speaking to me and said I can't watch Sky GO because I need to wait for the engineer and a viewing card...however, in the past I've always been able to watch SkyGO once an order has been placed and before an engineer has arrived.

 

So I'm getting rather confused with it all.  

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This message was authored by Mark39 This message was authored by: Mark39

Re: SkyID issues

Posted by a Superuser, not a Sky employee. Find out more

Hiw long have you been away from Sky?

Stacey91
Topic Author
This message was authored by Stacey91 This message was authored by: Stacey91

Re: SkyID issues

I cant remember exactly but at least 3-4 years ago

This message was authored by Mark39 This message was authored by: Mark39

Re: SkyID issues

Posted by a Superuser, not a Sky employee. Find out more

You'll need to create a new SkyID then, rather than re-use your old one. Log out first, then use the link in the email. You might need to do this while using your browser's incognito/privacy mode to avoid cookies getting in the way.

Stacey91
Topic Author
This message was authored by Stacey91 This message was authored by: Stacey91

Re: SkyID issues

I've done all that just now and still doesn't work.

 

I entered private mode, created a new SkyID and linked the account with my new Sky account number.  It shows my contract information, but I can't access an order history or change any details...just keeps saying error.

 

Getting so frustrated with it all.

This message was authored by caesarome This message was authored by: caesarome

Re: SkyID issues

Posted by a Superuser, not a Sky employee. Find out more

@Stacey91 wrote:

I entered private mode,


What happens if you don't use private mode, does the same happen ?

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Stacey91
Topic Author
This message was authored by Stacey91 This message was authored by: Stacey91

Re: SkyID issues

Does the same. Private mode, normal mode, phone browser. Cleared cookies, history, tried everything.  No matter what I use it won't let my view my details or orders. It's just blank and the URL it takes me to is

 

https://www.sky.com/mydetails/error

 

However, it lets me click my messages which shows the contract information.

This message was authored by caesarome This message was authored by: caesarome

Re: SkyID issues

Posted by a Superuser, not a Sky employee. Find out more

@Stacey91 wrote:

However, it's not letting my watch Sky GO


For this there is a fault at present so this issue could be tied into that.

 


@Stacey91 wrote:

And when I log into my account it's not showing my products, orders, and even my details...when I click it just says there is an error.


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 may not be instant.

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This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: SkyID issues

Posted by a Sky employee

Thanks for escalating. We've sent an invite to @Stacey91.

Thanks
Tom
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