Unable to access My Products

[SkyUser67]

For the last few weeks, I am unable to access the "My Products" page on My Sky.

When I click on "My Products" I'm redirected to https://www.sky.com/mysky/tv/ineligible and a message appears on screen saying "Unfortunately, we can't complete your order online. Please call 0333 759 4830". This happens both on the website and in the mobile app.

I called the number and tried to explain but they were no help.

Is anyone else having this problem? Any idea how I can speak to someone at Sky who can actually help?

[caesarome]

@SkyUser67 

Does this link work for you:

https://www.sky.com/hub/tv?dr=s

[SkyUser67]

No, it comes up with "Unfortunately, we have not been able to proceed"

[caesarome]

Has it been working previously prior to this issue starting ?

[SkyUser67]

Yes, I can't recall exactly when it last worked but it can't have been more than a few weeks ago.

[caesarome]

@SkyUser67 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

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:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @SkyUser67.

[SkyUser67]

Hi there,

I called the ID team as instructed, and they confirmed that my ID is now not linked to the account with no products on it, and is only linked to the correct account number as the primary address.  However, I'm still having the same problem. The person I spoke to on the phone for 25 minutes couldn't understand why it still isn't working.

[SkyUser67]

Hi @Addie15 

Please can I have further assistance with this? The ID team were not able to resolve it over the phone.

Thanks

[SkyUser68]

When I log into My Sky and go to the 'My Products' page it doesn't show me any of my subscription information. Instead, it just displays a message saying "Unfortunately we can't complete your order online".

I posted this previously on a different discussion: https://helpforum.sky.com/t5/Account-Billing/Unable-to-access-My-Products/m-p/4549571/thread-id/2061...

I've called Sky several times and the issue never gets fixed. I've even deleted my Sky ID and set up a new one and the problem has just come back.

Can anyone help?

[Mark39]

@SkyUser68 I've added your post to your previous thread for continuity. 

The ID team are best placed to help with this. I'd suggest giving them another call.

[SkyUser68]

@Mark39 I've spoken to them before but they weren't able to fix it.

Is there a number I can reach them directly on?

[Mark39]

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@SkyUser68 wrote:

Is there a number I can reach them directly on?

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No, just call the general number for Customer Services and ask to speak to them.

[SkyUser68]

Just spoke to them and yet again they weren't able to provide a solution.

I just get endlessly transferred to different departments, each time having to go through the process of confirming my details and explaining the issue. It's incredibly frustraing and time-consuming.

They obviously have no concept of this issue and no mechanism for customers to report it to the people who can actually fix it.

[Mark39]

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@SkyUser68 wrote:

Just spoke to them and yet again they weren't able to provide a solution.

I just get endlessly transferred to different departments, each time having to go through the process of confirming my details and explaining the issue. It's incredibly frustraing and time-consuming.

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I can imagine. Unfortunately there's nothing we can do to help you with this.