19 Jan 2025 11:18 AM
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.
19 Jan 2025 11:27 AM
Posted by a Superuser, not a Sky employee. Find out moreHiw long have you been away from Sky?
19 Jan 2025 11:29 AM
I cant remember exactly but at least 3-4 years ago
19 Jan 2025 11:39 AM
Posted by a Superuser, not a Sky employee. Find out moreYou'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.
19 Jan 2025 11:59 AM
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.
19 Jan 2025 12:01 PM
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 ?
19 Jan 2025 12:10 PM
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.
19 Jan 2025 12:14 PM
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.
20 Jan 2025 09:04 AM
Posted by a Sky employeeThanks for escalating. We've sent an invite to @Stacey91.
No problem. Browse or search to find help, or start a new discussion on Community.
On average, new discussions are replied to by our users within 50 minutes
New Discussion