Unable to upgrade online

[JG17]

Hi, I have been having this problem for a couple of weeks now. Every time I try to upgrade my broadband online I receive the following error: 

"Oh no, there seems to be a problem

We're working on it... We are currently unable to continue and apologise for any inconvenience caused."

Sky suggest to call them directly but I would like to upgrade through a cash back app so I need to be able to do it online. Does anyone know how I can fix this?

I feel like it's a problem with my account. Because I left sky for a year and came back, I have two account numbers linked to my skyid. The number from my previous account is inactive but it still shows up as billed £0.00 each month. Is there a way to remove this old account number? I have tried setting up a new skyid with a different email address but when I put my address in, both account numbers were applied! So frustrating!

regards

[caesarome]

---

@JG17 wrote:

I feel like it's a problem with my account. Because I left sky for a year and came back, I have two account numbers linked to my skyid. The number from my previous account is inactive but it still shows up as billed £0.00 each month. Is there a way to remove this old account number? I have tried setting up a new skyid with a different email address but when I put my address in, both account numbers were applied! So frustrating!

---

That could well be the issue so you might want to try calling Sky from tomorrow onwards and seeing if you can speak to their Sky ID team.

[petra+dunne]

I am having exactly the same problem

[Mark39]

---

@petra+dunne wrote:

I am having exactly the same problem

---

Try the same suggestion.

[petra+dunne]

going to have to give them a call as no joy at all 😔 

[JG17]

Hello, thanks for the advice. I phoned sky this evening. After being on the phone for 40 minutes with two ladies, who were very happy to help, I was confident that the inactive account was unlinked and the problem was solved. I looked at my sky ID and there were no accounts linked to it. 
I was sent a link to re-connect my account and when I put in my address, both accounts reappeared! This leaves me with the same error as I had before! So I'm still frustrated!! Will try again another day.