New customer but I apparently have an "old inactive account"

[Anonymous]

I signed up for Sky yesterday and was told that I needed to create a SKY ID.  I did so, using my main email address.  I then linked it to my Sky account, but when I go into the My Details section I see a message saying that I have an old inactive account linked to my sky id.  I tried unlinking it as per the instructions but it still says the same thing.  I don't know what else to do.

The thing is, I have never, as far as I am aware, been a sky customer in the past.  The only connection I've ever had with anything even remotely related to Sky was NOW TV.  I have a NOW TV account, which I set up years ago when I first took out the service, but I am planning to cancel all this when I get SKY installed.

Could the two be related?  And could someone advise me as to how to sort out this issue?  I think it's interfering with my ability to access SKY VIP from the app.

[TechmanagerMal]

---

@Anonymous wrote:

I signed up for Sky yesterday and was told that I needed to create a SKY ID.  I did so, using my main email address.  I then linked it to my Sky account, but when I go into the My Details section I see a message saying that I have an old inactive account linked to my sky id.  I tried unlinking it as per the instructions but it still says the same thing.  I don't know what else to do.

The thing is, I have never, as far as I am aware, been a sky customer in the past.  The only connection I've ever had with anything even remotely related to Sky was NOW TV.  I have a NOW TV account, which I set up years ago when I first took out the service, but I am planning to cancel all this when I get SKY installed.

Could the two be related?  And could someone advise me as to how to sort out this issue?  I think it's interfering with my ability to access SKY VIP from the app.

---

• You need to log into your old account and remove the email address to reuse now or use a new email address this time.

[Anonymous]

But I don't have another Sky account as I said in my original post.  Unless the NOW TV account is considered to be a Sky account.  I'll certainly try changing the email address on the NOW TV account.

[Anonymous]

Alright, so I have changed the email address associated with my NOWTV account.  I then went in and unlinked my "old" account from my Sky ID and then linked it to my account that was created for me yesterday when I signed up.  I am STILL getting the "old linked account" message.

It would be useful if someone from SKY could escalate this or get in touch with me directly so I can get the issue sorted out!

[caesarome]

@Anonymous 

Your post has been escalated to Sky who will be in touch with you regarding this via a blue bubble which will appear on the right handside of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TechmanagerMal]

---

@Anonymous wrote:

But I don't have another Sky account as I said in my original post.  Unless the NOW TV account is considered to be a Sky account.  I'll certainly try changing the email address on the NOW TV account.

---

• The second option offered was to use a brand new different email address this time.

[Anonymous]

I have now tried this with a new email address - one that I created specially that has NEVER been used for ANY other Sky service (I created it from scratch this evening) and I am STILL getting the EXACT SAME error.

I'm about ready to give up here - the Sky Expert who has been dealing with me over chat doesn't know why this is happening either.

[Anonymous · Accepted solution]

Alright, my Sky TV service was installed today.  As of lunchtime, the "old inactive account" message has now gone.  I suspect the issue was due to the fact that my services had not yet been activated.