Broadband contract not showing up on account

[TJames07]

I have been with sky since April and have been fine up until now,

I have just recieved an email saying that I haven't paid for the last 2 months and have been threatened to cancel my broadband,

there has been enough money in my account to pay the bill, 

when I have logged into my sky account it my contract etc is not there and it says my order is not ready,

even the chat bot does not recognise me even though I can log in,

the last time i was ever with sky was about 10 years ago?

I don't want to have to call if possible because my phones speaker and mic is terrible but I can't find an email address either,

the only email address is the one that i had from the email which is an automatic email which isn't watched

Thank you to anyone that can help?

[TJames07]

[caesarome]

@TJames07 

Have you been ablet to login to your account before or is the first time you have tried to ?

[TJames07]

I have been able to log into my account before,

I think it was not long after I had just started with sky so thought that it was just still setting up

[TJames07]

I have just gone back onto my welcome email and clicked on the link there to take me to my account and this has come up,

I will talk to the bot tomorrow morning and hopefully get through to an employee at sky,

the only thing I can think of is that I had to get a new bank card and I was paying with the old bank card and not through direct debit as first thought? doesn't explain why my contract etc isn't showing up on my account.

[Caravanj]

@TJames07 

By coincidence I've just updated a thread I started a about my old Sky account issues to say it's now been resolved.

In my case I was in the process of joining but had problems because, like you, I had Sky about 10 years ago but my account was still showing as live but I couldn't contact Sky to have it deleted because my phone numbers had changed & wouldn't let my call go through.

I have now got a new account but it may be a case of old accounts causing a conflict so I'll be keeping an eye on my account after my Sky broadband become active in November.

[TJames07]

I hope it all goes smoothly for you!

It must be an internet provider thing because I was going to sign up with another provider I had been with before, but because I had been with them before it kept showing my old account and saying that my contract had ended etc and kept going in circles with them. So ended up with Sky and now having issues with them 🙄

[Caravanj]

@TJames07 

Well I hope your problem is just a glitch & is sorted out for you.

I have to admit I'm only leaving BT because of their ridiculously high charges.

I'll be saving £28 pm with Sky.

[JimM1]

@TJames07 See if the help link can sort it all out.

Sky iD help | Sky Help | Sky.com | Sky Help | Sky.com

[caesarome]

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@TJames07 wrote:

So ended up with Sky and now having issues with them 🙄

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@TJames07 

So to confirm you have never left Sky and returned, if not have you linked your broadband account to your main Sky ID as per this:

https://www.sky.com/help/articles/sky-id-cant-access-all-my-services

[TJames07]

Nothing on there helped sorry I've just tried to unlink my account to old account and now it keeps coming up with error screen as it doesn't even recognise my account number! 

Thanks for trying to help.

[TJames07]

I Left sky about 10 years ago, I was in a house share and I signed us up with sky but left sky when I left the house and never signed back up. I've clicked on that link all it has done it "updated my SkyID" then when i click on the my products and jump throught the different hoops and get around to putting my post code and account number it to link my broadband to my ID and account it comes up with error,

I'll put screen shots up again,

[caesarome]

For the unexpected error make sure your title (Mr, Mrs etc..) and surname is filled in here:

https://www.sky.com/mydetails/sky-id

[TJames07]

Thank you for helping but it's still not working still coming up with error, I made sure to choose Mr in the title section and even tried putting it before my name myself so it showed mr mr Name etc but neither worked I'll try and get through tomorrow via the AI bot and hopefully get through to a human I tried earlier before coming on here but it wasn't available.

[JimM1]

@TJames07 They say nice and early just after the 8am start is one off the good times to get through, best off luck with it, had all the same sky ID issue and the CS could not help, but i did manage to sort it out and link the products to the account OK, took a while for me to find and link, but do still have the old account in place, my new account in coming back as gone for a year, new account happened because i think sorting mobile phone to sky first so they insisted use that, profile seems to be ok with it, can see both Mobiles and the BB/Landline ok on it!