Mobile account has disappeared from Sky App

[Andyrice60]

Can view mobile account in browser and desktop but nothing in Sky App. Not any good when I am on the move and data is low. I need help Sky, I raised this a few weeks ago.

[caesarome]

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@Andyrice60 wrote:

I raised this a few weeks ago.

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You haven't posted on here under this username before about this so what is happening when you try to view your mobile account via the app ?

[Andyrice60]

It implies I have no mobile and I should link my sim as new account. I've had my mobile account for years with no issue until recently. 

[caesarome]

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@Andyrice60 wrote:

It implies I have no mobile and I should link my sim as new account.

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And I suppose that when you do thisit tells you it is already linked ?

[Andyrice60]

App still not showing my mobile account, I need help SKY.

[Andyrice60]

I ahve same issue.

I need help to get Mobile back on my app, still nothing. I have to go to desktop account to access mobile info. I can't roll data on the move with access to the app. I shouldnt have to rely on desktop or browser to do this.

[caesarome]

@Andyrice60 

So to be clear, your mobile account isn't appearing via the MySky app when it did previously ?

[Tom-W19]

Hi @Andyrice60 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Andyrice60]

Correct, no access to mobile in-app for months now. It's run for years without issue.

[caesarome]

@Andyrice60 

You should now see a chat bubble at the bottom of the page so if you haven't already you need to start the chat there,

[Andyrice60]

Can someone help resolve issue of Mobile account disappearing from APP.

[caesarome]

What was the result of the chat you had with the messaging team ?

[Andyrice60]

Unfortunately, I've never had a chat. Isn't there alink or some other advice to resolve this, it appears I'm not the only one experiencing this issue. Can you advise why it would just drop mobile from my account?

[caesarome]

@Andyrice60 

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.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Andyrice60.