Can’t roll data

[Craigbibby19]

I have data in my piggy bank but can't roll any.  Says something wrong try again. I've rang Sky and they can have rolled it previously which I'm grateful for, but I have 4 sims and think I shouldn't be having to ring everytime to transfer the data. 
is there a known fix please?

[caesarome]

@Craigbibby19 

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 @Craigbibby19.

[Wiiiiilll]

I have the same issue and reported this on Friday to the Sky employee who I spoke to. He could see no issue on my account and no reason for the error. It's an issue whether I try it on my phone app, phone browser or laptop browser. It's an issue whether I'm on my WiFi, my work WiFi or 5g.

Perhaps it's an issue when multiple sims are linked to the same account? I never seemed to have an issue when I had 3 but since I've added the 4th that's when the issue seems to have started.

[Wiiiiilll]

I have the same issue and seems to have started when I added my 4th sim to my account. I don't recall it happening prior to then. Is this the same for you?

[Craigbibby19]

Hi 

no one has ever made contact on this issue and the issue is still happening, ive had to call and go on live chat to get data rolled in Jan and Feb, both times i was told this would be esculated?

i need to roll data again and cant. 

does anyone know who can help within sky to solve this? surely there must be a solution?

thanks

[Wiiiiilll]

I called Sky again on Friday and was assured it would be looked at and I would be updated but nothing yet. I'll post here if I do.

Out of interest, do you have 4 or more sims linked to you account?

[Craigbibby19]

Hi

yes ive got 4 sims as well

thanks 

[Wiiiiilll]

Hi, 

Not sure if this works for all but I seem to have resolved my issue. I was missing my mobile phone number as the Primary mobile phone number on the account. It was on my account but in some other field. 

If you ask Sky to make sure you have your mobile phone number listed in the Primary mobile phone field in your account, hopefully it will work.

I had to figure this out myself as I had issue in refreshing my TV contract with Sky and explained to the assistant that it must be an issue on my account as a whole. He checked and saw Primary mobile phone field was empty. As soon as he updated it I could roll data.

Fingers crossed!