Unable to access MySky

[DMH56]

Unbelievable!! It really is. 😡

[paulbw67]

Received a response today requesting all the information i have given before!

And another email asking me to get in touch with the Customer Priority Team.

Watch this space

[paulbw67]

29th March

Spoke to yet another advisor. This time we appeared to make some progress, as he has told me that :

I have checked and that ID is linked to another account I am not able to say which account it is. We will need to have that unlinked for this to be added you your account. Due to the nature of the issue we will require you to call in to have this resolved. You can call our priority team on "their number" and they will be able to discuss this with you further.

Had a call from SKY today (31st)  at 11:48, which i missed.

Then had one email at 11:50 telling me they had tried to get in touch and would close the Complaint if i didn't respond within 28 days.

Had a second email at 11:52 telling me that 

We’ve now closed your case, however if you still need help, click here to get in touch and we can re-open it.

(so much for 28 days)

If i click on the link to "get in touch", i get the following message:

Message: AADSTS50020: User account 'my email' from identity provider 'live.com' does not exist in tenant 'Sky' and cannot access the application '232bd90d-3807-40c2-929b-c8e3c19c0195'(Sky Help Expert) in that tenant. The account needs to be added as an external user in the tenant first. Sign out and sign in again with a different Azure Active Directory user account.

😂😂

i have replied to MYSKy.App@sky.uk requesting another call, we'll see what happens.

Keep watching.

[DMH56]

🤣🤣how on earth do they think  that this is good customer service? They have to realise by now,  that there is a glitch in their system, surely! 🤔

[paulbw67]

Called Customer Priority Team

Discussed issue in detail (again)

Confirmed that my id is NOT linked to any other account.

After 30 minutes we decided that a possible solution was to unlink my account and re-link to a new email address.

Account unlinked

New email address used to sign in

Inserted password

Account created

Accessed Bills & Payments

Should have asked for Account number, but it didn’t!

Displayed - THIS PAGE IS RESTRICTED

Completely confused advisor.

She has now gone to discuss with others and has set a callback with me on Friday 12th at 10am

[paulbwsky]

Having to use a new SKYID as my original ID has been removed.

Pleased to say the issue is now resolved - not by anything SKY did, but through my own luck/perseverance.

Yesterday (Thursday 11th) I received an email to my original sky email address notifying me of latest SKY VIP rewards.

I was unable to login to my account using this email 

"Your account is not authorised to access the MySky app"

This wasn’t a surprise as we had tried to move my account to a new email address last week and the old email had been "unlinked"

Therefore I tried to login using the new email address, which was successful.

(using mobile phone)

However, when I tried to access SKY VIP I received the message “You can’t join SKY VIP” and gave various reasons why not.

I was also unable to access BILLS, PRODUCTS & PRODUCT SETTINGS (“you do not have any products”)

When I tried to view ACCOUNT DETAILS I was asked to login again.

I was then asked for my postcode and Account Number 

Response was:

“Whoops – there’s been an error”  

It showed me the SKY VIP screen, but I was unable to select any options

I tried to log out on mobile phone, but app still showing busy after 10 minutes.

Therefore uninstalled the app

Moved to Laptop and logged back in using the new email

Correctly shows me as a Diamond VIP member (16 years)

AND I AM ABLE TO ACCESS:

Bills & Payments

Your Products

Product Settings

Check your connection

🎉🎉

Reinstalled MySky app on mobile phone

Logged in:

ABLE TO ACCESS:

Bills & Payments

Your Products

Product Settings

Check your connection

Able to access all VIP options.

🎉🎉🎉

SO, it would appear the problem has been fixed by using a new SKYID

On my tv the old email address is still showing

12th April

SKY called as promised

Hadn’t seen my last email.

Discussed and they agred problem was resolved by the new email address (something i suggested weeks ago)

Has changed my contact email – TV will update within next 72 hours

Voiced my dissatisfaction with Sky

1 they caused the problem

2 they didn’t fix it

Sky fail to acknowledge they caused the problem, which they now tell me may have been caused by my email being used as a Guest email account on my (94 year old) fathers account.

(Which they also managed to screw up at the same time - hopefully now resolved with credit made to his (new) account)

Initial compensation offer  for 2 months of anguish, telephone calls, wasted time, no access to VIP, etc was derisory

However, after discussion was improved.

In theory it should be possible to unlink the new email address and go back to the original email address.

Suggested that if I wanted to do this in the future I should call them first and go through the unlink/link process together

May give it 3 months before I try it!

The End

Thanks for watching.

[DMH56]

You did well mate. Good on you but I cannot be bothered with it all anymore. I've given up!! 🍻🤣