Trying to become a new Customer but Sky dont think so

[EllieHoult]

Hi,

I signed up for broadband/sky stream about 19 months ago. I never actually got it as I decided to stick with Virgin as they made a crazy offer to keep me so Sky was never actually turned on at our address. My Sky login on the site remained active ever since but they obviously never took a penny from me.

Ive now got rid of Virgin as theyre terrible and wanted to just sign up for Sky Stream on its own. I can try and do it as a new customer but as soon as I get to the part where I put in address it fails as its asking for my bank account details to confirm im account holder which of course fails as I never actually got that far with sky despite them claiming I'm an existing customer. If I log in and try it just gives a blank page as soon as I try to click through to order after picking Sky Stream ultime and on my specific account pages its only offering SkyQ as an "existing" customer.

Am I just forever stuck as an existing customer even never having actually had the service and actively trying to give them money?

[caesarome · Accepted solution]

@EllieHoult 

When signing up to Sky you need to make sure that you are not signed into the account you created 19 months ago so when placing this order you need to be logged out as you will then need to create a new account during the order process. This will mean either providing a new email address or if you want to use the same one you will need to remove it from your old account first.

[EllieHoult]

Thanks for responding Caesarome but that doesnt work either. If I dont log in and just try to order Sky Stream on the 4th step where it asks for my address when it realises its the address from 19 months ago it asks for the final two digits of the direct debit from my original account to confirm being account holder otherwise it says ring. I cant provide those two numbers as it was originally cancelled 19 months ago before ever becoming active so Im stuck.

[EllieHoult]

@caesarome sorry never tagged you

[EllieHoult]

Scratch that @caesarome I  cant read it said first two numbers not last its worked. Thank you.