Track Order Problem

[YKS2]

Hi. New customer here, signed up to Sky Superfast Broadband 6 August 2026, paid £5.00 registration fee.

Got email confirming order number and given activation date 20th August 2026.

I created new Sky account on Sky website with password but the click on link to "track my order" does not work and system sends me around in circles with no workable answer.

Sky system has not given me a 12 digit Sky code and so can't create a Sky ID.

It's been over 48hours since I paid sign up fee and confirmation of my order from Sky. All I wan't to do at this stage is complete my account details and track my order.

What is the problem?

Any suggestions please appreciated.

[caesarome]

@YKS2 

When you login with the details you used when placing the order to the order tracking page what is happening ?

[YKS2]

Hi caesarome

Thanks for your prompt reply.

The problem is the Track link given in the order confirmation is dead - it takes to Sky web page but the links don't work there either because it can't find my account even though elsewhere the website and app says " Hi, wecome to you account".

Since posting my request on this forum I got answer from the "Ask Sky" robot that the problem is probably because it is too early to check tracking progress because Sky takes up to 3 working days to complete new orders but that also a sky account is not required to track an order. So, there is an unresolved problem with the "Track my Order" link not working 

Please see copy of the Ask Sky robot chat below :

Question: what is my sky account number?

You can find your Sky account number in a few places:

• On a copy of your bill

• In My Sky online under Account summary

• In the My Sky app by tapping the person icon, then TV, BB & Talk details

If you want, I can talk you through where to look depending on whether you’re using the app or the website.

i have placed an oreder and paid set up fee £5 but sky has not given me an account number so I can'd track my order

That’s frustrating. You don’t need your account number to track an order.

The supported route is Track my order, or you can check in the My Sky app.

If your order is delayed, Sky will usually keep you updated by text, email, or in your online account, and updates can take up to 3 working days to appear.

What happens when you open the order tracking page?

my sign up was on 6th august, thetrack my order link in my confirmation order does not work the sky app want's a 12 digit sky account number that I don't have and the online account detils do not give my name

Thanks, that helps. Since you signed up on 6 August, it may simply be too early for the account details to show properly yet.

From Sky’s order guidance:

• updates can take up to 3 working days to appear

• Sky will usually send updates by text

• if online details aren’t showing properly, signing out and back in can help

Because your tracking link isn’t working, the best route for this is still Track my order. If that page still won’t open or still doesn’t show your order, use Contact Sky.

When you sign in online, are you using the same email address you used when you placed the order?

OK I was not advised anywhere updates can take up to 3 working days to appear so all might be in the initial processing stages. But, why send a confirmation email with an order numer and a confirmation activation date and links to track the order but WITHOUT notice of 3 working days to process order from sigh up date?

I can see why that feels confusing.

What I can say from Sky’s order guidance is:

• order updates may take up to 3 working days to appear

• Sky will usually send text updates when there’s progress

• once records are updated, order status and appointment details should show online

I can’t tell you why the confirmation email was worded that way, but the gap you’ve spotted is that a confirmation can be sent before the online tracking catches up.

If you want to keep an eye on it, the current route is Track my order. If that link still doesn’t open for you, use Contact Sky.

Is there anything else I can help with?

Yes. You can tell your human agents to update their commincation details about 3 day set up delays and save customers frustration and time wasting. This is NOT a good start Sky.

I get why you’re annoyed, and I’m sorry this has been such a poor start.

I’m not able to pass feedback on directly from here, but if you want to raise it formally, the route is How to make a complaint.

If you’d rather just keep things moving, you can also continue checking your order here: Track my order.

Is there anything else I can help with?

I am completing complaint form now. Actually, you this communication has been helpful

I’m glad this chat’s helped a bit.

If you’re already filling in the complaint form, you’ve got the right route: How to make a complaint.

Is there anything else I can help with?

no thanks

Thanks for chatting — take care.

=========================================

I have since made a complaint to Sky and am awaiting their reply.

I will keep you posted as these details might help other new sky customers with the same problem

Nicest and most sensible robot  ever communicated with.

[YKS2 · Accepted solution]

Hi caesarome (and all)

As promised to keep you posted, here is the reply from Sky : (my underlining)

I’m sorry for the frustration caused by the order tracking links in your confirmation email and the My Sky app not working, even after you’ve signed in. I understand how disappointing this can be when you’re keen to track your broadband order and manage your account.

When a new Sky account is set up, it can take up to 3 working days for all systems to process your details and for order tracking features to become fully available. During this time, the links to track your order may not work as expected. Once your account is fully processed, you’ll be able to track your order through the Sky website or the My Sky app.

I apologise that this 3 working day processing period wasn’t mentioned in your confirmation email. Your feedback is really valuable, and including this information would help new customers avoid unnecessary frustration.

If the 3 working days fact can be added to new customer sign-ups, then this issue will have achieved a positive result 😊.