Order status tracking not showing in mysky

[aks100]

Hi,

Last week I re-signed up to Sky broadband - I went for Ultrafast and an email confirms an engineer is booked for 1st March.

However, I checked in my account and (MySky app) and my new order is still not showing up a week later. I am a returning customer, so during the order process I logged in with my old sky ID.

I tried "contact" via the chat, the virtual assistant just sends me back to my account - totally usless.

Any help or guidance appreciated.

Thanks

Tony

[cookiemonsteruk]

@aks100 

Call sky on 150 from your landline or sky mobile or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.3
Remove all the full stops

To check on the progress

[aks100]

Thanks - I not on Sky landline yet either, until the switchover. Do you know if they can add the order status to my account - just checking before I sit in an hour long phone queue 😂!

[jamesn123]

@aks100 

I am not sure if it will show up with your old Sky ID. Usually you have to create a new one and link your new account number to it

[cookiemonsteruk]

@aks100 

If you ordered thru sky the should be able to update the system or at least explain why the orders not showing

[Chloe-W22 · Accepted solution]

Hey @aks100,

It sounds to me that maybe your Sky ID is still linked to an old account? I'll escalate your post to one of our Community Messaging advisers who will be able to sort that out for you.

Look out for a chat bubble appearing on your screen to chat, an agent will be with you shortly, for more information on how Community Messaging works see here.

Thanks,

[Tom-W19]

Thanks for escalating. We've sent an invite to aks100.

[aks100]

Thanks Chloe and Tom.

[aks100]

Essentially, rejoining Sky starts a whole new account and requires a new SkyID to be associated with the new account number. Any old account is then left dormant - which makes some sense. You cannot use the same email address on two accounts.

As I wanted to reuse the email address from my original account, I had to first unlink that email address from my old account (I simply changed it to a different email address), then I was able to use the original email address for my new account/SkyID.

There is a Sky help article explaining the procedure.

[Chloe-W22]

Glad you got that sorted @aks100, it is an easy fix but can be a bit confusing at the time 🙂 Thanks @Tom-W19 

[irlchuggo]

I'm having the same issue, returning customer with an order not showing up in the tracker. I'm assuming it's also because of an old Sky ID or email etc but I've been going around in circles trying to sort it; could I also be escalated please?