Cancelled Glass - Sky Account Permanently Corrupted

[MrTony]

I was one of the many who cancelled Glass and ended up with a corrupted MySky account. It still shows as Glass being in order and you can't manage anything with your account. Everything is grey boxes and doesn't work any longer.

I just got this from Sky:

"Hi. This is Sky. Our support teams have confirmed that there's no option for us to remove your existing ID from the cancelled Glass account. You need to create a new Sky ID with a new email address in order to manage your TV, Broadband and Talk account online now. Thanks"

Because of their mess up they expect us to create totally new email addresses to manage the services that they broke.

Not a chance. I'm going to see if I can end my contract since they now can't provide me a proper service.

[Cornishrattler]

@MrTony My account is in a mess too and unable to manage it online, can't be that difficult surely, nothing to say I would need to create a new account though. When I go to my account all it says is that I have 1 puck and that's it, talking to sky and they can see my Q and multiroom and that my Glass is returned and cancelled. Its a total shambles.

[SDR]

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@MrTony wrote:

I was one of the many who cancelled Glass and ended up with a corrupted MySky account. It still shows as Glass being in order and you can't manage anything with your account. Everything is grey boxes and doesn't work any longer.

I just got this from Sky:

"Hi. This is Sky. Our support teams have confirmed that there's no option for us to remove your existing ID from the cancelled Glass account. You need to create a new Sky ID with a new email address in order to manage your TV, Broadband and Talk account online now. Thanks"

Because of their mess up they expect us to create totally new email addresses to manage the services that they broke.

Not a chance. I'm going to see if I can end my contract since they now can't provide me a proper service.

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I've escalated this for you. Hopefully the team can sort this out.

[Chrisee]

@MrTony having multiple email accounts to manage different services is not really too much of an effort it takes less than 5 minutes to set up a new gmail account and add it to most email apps. 

Sky have not covered themselves with glory as many of these customer journies should have been set up in advance but weren't so staff improvised and in the process broke the system so the least worse solution is to start from scratch.  

However to get rid of a service I presume you want because you have to set up a duplicate Sky id seems a bit self defeating. 

[Cornishrattler]

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@Chrisee wrote:

@MrTony having multiple email accounts to manage different services is not really too much of an effort it takes less than 5 minutes to set up a new gmail account and add it to most email apps. 
Presumably this would lose any VIP status built up so not good depending on how you view the VIP gimmick.

Sky have not covered themselves with glory as many of these customer journies should have been set up in advance but weren't so staff improvised and in the process broke the system so the least worse solution is to start from scratch.  The lesser of 2 evils is still an evil.

However to get rid of a service I presume you want because you have to set up a duplicate Sky id seems a bit self defeating. This

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[MrTony]

I use one email address to manage my services. I don't want to use a different one, and I shouldn't have to just because sky messed up.

They have been terrible for me this year. Nothing but issues with the broadband which I've ended up moving away from them for that service.

The TV is nice and I've been a member for 6 years now (technically longer but 6 in my name), but apart from F1 I wouldn't miss much on their service. And to be honest you can get F1 in other ways.

[dormouse]

I have ended up in this limbo state as well. Ordered Glass back in October but cancelled before delivery - I had seen the earliest problems on this forum. My account still shows Glass as a cancelled product. Having read more promising reviews I thought I might now give Glass a try, but I cannot order online for 'technical reasons'. Rang Sky and the very helpful chap there could not order it for me. He told me he would contact another team to reset my account within 24 hours. Five days later I've heard nothing and can't  order Glass online or by phone. Looks like I'll have to stick with Sky Q a while longer...

[MrTony]

Well mine got worse. 

There was aboslutely nothing could be done with that Sky ID, so I called up and we went through setting up a new Sky ID. Linked it all up, all seemed fine. 

However I couldn't upgrade my account to add any new packages. The agent was seeing multiple different info attached to my account and he couldn't make any changes. 

A few days later I logged into MySky with my new ID and it had now corrupted in the same way as the first. Nothing I can do with it. On top of that I cannot assosciate my mobile account to the new ID either. 

The only solutions we have left is to either wait and see or totally cancel the account and start again as a new customer. 

So we've cancelled off the account and moved our phone lines else where. After thinking about it we're now unlikely to signup again as we realised we were paying hundreds of ££ per year to watch free view channels, the simpsons and F1. 

If Sky could have fixed the issue right away we'd have happily stayed and probably would have upgraded our package.

But since thy couldn't they've lost us. In the grand scheme of things one customer doesn't hurt them, but it was totally avoidable.

[Paul1276]

Three years ago I ordered Sky Q after 2 years away with Virgin. Somehow I ended up with my old Sky+ account number and a new one for Sky Q. This meant, like you all, that I couldn't do anything online and couldn't order Sky Glass. I have asked several times for this to be corrected. The last time I thought I was getting somewhere as it was escalated to someone who seemed to understand the problem. They communicated weekly for some weeks but eventually said it was not possible to separate the two accounts.Something is really amiss with Sky's systems.