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Discussion topic: Can’t get past postcode part when trying to set up account

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This message was authored by Mariecheeruk This message was authored by: Mariecheeruk

Re: Can't get past the post code page on sky app

Thank you, we managed to get it sorted. 

Marie 

This message was authored by Ian+Griz This message was authored by: Ian+Griz

Re: Can’t get past postcode part when trying to set up account

@Daniel-F 

Answers to your questions:

1) date/time of issue occurance (you can try again and use that instead if unsure

This happens all the time - I have tried dozens of times 

2) the postcode exactly as its being entered into Sky.com or app

I am prevented from entering my post code here by your security, but I have tried entering it every possible way and it does not work 

3) if the issue is on sky.com, the app or have you tried both with similar outcomes

This happens online and on the app - on an iPad, iPhone and laptop.

 

This message was authored by Mandy66 This message was authored by: Mandy66

Re: Can't get past the post code page on sky app

Hello.

How did you get this rectified please. I have the same issue.

Any help would be much appreciated. 

This message was authored by Mariecheeruk This message was authored by: Mariecheeruk

Re: Can't get past the post code page on sky app

Mine was simply that I was using the incorrect sky ID, to log in. 

Marie

This message was authored by Ian+Griz This message was authored by: Ian+Griz

Re: Can’t get past postcode part when trying to set up account

@Daniel-F 

I replied to your questions but you have not responded?

This message was authored by Mark39 This message was authored by: Mark39

Re: Can’t get past postcode part when trying to set up account

Posted by a Superuser, not a Sky employee. Find out more

@Daniel-F wrote:

Hi @ThomasTurnbull@Ian+Griz  & @MarieCheer 

 

Just reaching out regarding this issue as I could see all three of you shared a similar experience. 

 

If you are still having issues getting past the postcode stage using the IDs you were mentioning having issues with still, can you get me the following information please?

 

1) date/time of issue occurance (you can try again and use that instead if unsure

2) the postcode exactly as its being entered into Sky.com or app

3) if the issue is on sky.com, the app or have you tried both with similar outcomes

 

Could you send me this in a private message please rather than on the thread itself?

 

Thanks,


@Ian+Griz see the bit in bold above.

This message was authored by Daniel-F This message was authored by: Daniel-F

Re: Can’t get past postcode part when trying to set up account

Posted by a Sky employee

Hi @Ian+Griz 

 

We have not seen much more posts onto this thread from when it was originally raised.  What I'm going to do is instead escalated your case into our Community Messaging Team to offer a little bit more help on the Sky ID side of things & to see if they can help you get back to your Sky account.


I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Daniel
Community Moderator
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Can’t get past postcode part when trying to set up account

Posted by a Sky employee

Thanks for escalating this. We’ve sent @Ian+Griz an invite to chat.

Thanks

Lisa - Sky Tech Team Expert
This message was authored by RichardJH12 This message was authored by: RichardJH12

Re: Can’t get past postcode part when trying to set up account

Hi, I'm another one who needs the same help with a twist; My Broadbands' Shield keeps turning itself on, and the only way to turn it off is by ringing Sky - which isn't very helpful at 1am.

 

I'd be able to turn this off myself if I could access the MySky App, but cannot due to the same issues with the post code being greyed out. I've tried 3 different browsers, clearing cache, and re/installing the Sky App.  Becoming very frustrated as i've only been with Sky about 6 weeks and i've had nothing but issues with this - despite the great speeds i'm getting.

 

Please escalate this further. 

This message was authored by caesarome This message was authored by: caesarome

Re: Can’t get past postcode part when trying to set up account

Posted by a Superuser, not a Sky employee. Find out more

@RichardJH12 

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:
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.
This isn't a live chat so replies are not instant.

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This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Can’t get past postcode part when trying to set up account

Posted by a Sky employee

Thanks for escalating this. We’ve sent @Ian+Griz an invite to chat.

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