My Sky App showing incorrect information

[Emilysmum+28]

I tried to check some information on the My Sky App today and is showing my information from 8 years ago when I lived somewhere else. It says I don't have any current products & my bills are for £0. I have TV, broadband & telephone & my monthly payments are up to date. Any idea what has happened?

[caesarome]

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@Emilysmum+28 wrote:

Any idea what has happened?

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It appears as if you are logged into your old account which will have been closed when you left so when you moved did you leave Sky ?

[Emilysmum+28]

I left my last address in 2015 to work abroad & have had my current sky contract at the house I moved into since 2018. The app has shown the correct information up until now

[caesarome]

When you came back to Sky in 2018 did you setup a new account to login to the app with or are you using the same details for you previous account from before 2015 ?

[Emilysmum+28]

I used my existing email address & everything has been perfect up until now

[caesarome · Accepted solution]

That could be your issue because when you cancel Sky and you have been gone for more than a year like you were when you return you do need to setup a new login to access what is then your new account which you didn't appear to have done. I am confused as to how your account was correct up until recently.

I can get Sky's messaging team to have a look at this for you if you would like. If you do want to be contacted by them then they will send you a private message via a chat bubble that will appear on here tomorrow, it isn't a live chat so there will not be instant replies. So would you like them alerted for you ?

[Emilysmum+28]

This would be absolutely brilliant, thank you very much!

[caesarome]

@Emilysmum+28 

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.

[Mr+Flibbles+86]

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

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help please do not hesitate to reach out so we can re-escalate this for you. Thanks.