Broadband and tv package is no longer visible on app or website

[EvelynS]

A few months ago I cancelled my sky tv package but remained with Sky for Broadband and mobile. Everything had been fine when I logged into My Sky app and Sky website, I have been able to view all info on my broadband and Mobile. Yesterday I got a phone call from sky offering me a better deal that include better Broadband and tv again for only £3 extra month, I said yes to the deal and got a few emails to confirm. One of the emails was to track the new equipment on the app, as soon as I went on the app I noticed that the only thing I am now able to see is my mobile phone package, there is now no mention of my previous Broadband account or new Tv package. I logged into Sky website as well and its the same there, so all I have access to now is my mobile account, I dont understand whats happened or how to fix it. Please help, thanks

[caesarome]

@EvelynS 

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 so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.