Returning Customer

[Mackie69]

I was with Sky until about 4 years ago and when I left I continued to use my @Sky.com mail account.  Everything worked fine.  However now I want to return to them for both Broadband and TV @ the same property.

However when I try to sign up I get an erorr message that it cannot be completed online and I need to call them.  I have tried different methods of signing up - I wanted to do it via online as I can (hopefully) get a months rental as cashback.

I have tries to look in my Sky Account to see it my ID is still linked but the 'Account Info' section of 'My Details' just returns a blank screen.

Any ideas?  

[caesarome]

@Mackie69 

Are you trying to sign up as a new customers using an alternative email address as you will be unable to use the same account as before to place this order as that will have been long since closed hence you seeing no details in it.

[Mackie69]

I had already tried an alternative address and got the same error, but I just tried signing up using my existing Sky-Id, the same deal that I want at home, but my mums address (we are thinking of moving her as well).  It all went through fine to the 'your existing provider' screen which is further than I get at home.

So it must still be seeing my address linked - I will give sky a cal tomorrow and see what they say.

[Mackie69]

What a hassle - so I have phoned Sky and the first person I spoke to was from retrntions and I needed to give the normal security answers - which I could not as one was relating to what and when was my last payment - 'Over 3 years ago' was not an acceptable answer.

So they then put me through to 'New Customer' team who were only able to offer me a deal to sign up straight away - but I want to shop around.

So it seems that my address is locked in and even though I left them 3 years ago they still see me as an existing customer - and neither could help and unlock my account.

And the ChatBot does not help either as it takes me to unlinking my account - which is already done (three years ago).

Frustraited.

[Mackie69 · Accepted solution]

OK - for future reference - I seem to have sorted the issue.  Long and short of it I contacted Sky and asked for a change of address.  They tried to send me a return pack but I pointed out I left them 3 years ago then they just changed the address.

Now I can go into my account and try to place an order - getting further than I could before the address change.

[JimM1]

@Mackie69 Go for it and let the Forum know what your outcome is!