no info on recently placed order

[HannaYa]

Good afternoon, On June 21, I placed an order for Full Fibre. A confirmation email came saying that the details would be sent by email during the week and that the documents (order summary, cost breakdown ect) are to be found in My SkY. As I had no Sky ID, I created one. However, there are no emails from Sky, and no documents are to be found anywhere (pretty logical as the sky ID was created after the order). In addition, contrary to what was promised during placing the order, no equipment has come by post. All this is very much dismaying, as I have no overview  of the order, no control over it and absolutely no information. Is this normal?

[caesarome]

Did you place the order online or was it done via the phone. The reason I ask is have you set up your online account correctly using the account number on this order ?

[HannaYa]

Thank you for the reply, it is indeed possible that I have set up the account incorrectly. The order was placed online, and I was too fast to close the tab after the payment. The confirmation email, on the other hand, had no information on the order or accounnt number... Do you know what can be done? 🙂

[caesarome]

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[HannaYa]

thank you so much, looking forward to this!

[Lisa-P1987]

Thanks for escalating this. We’ve sent @HannaYa an invite to chat.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else we can help you with in the future, please do not hesitate to reach out. Thanks.