@Karriw
There have been a couple of people experiencing this issue recently so I’ve escalated your post to Sky and the Escalation Team may get in touch with you later or maybe tomorrow.
Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each message from Sky within 48 hours the chat will again automatically close down even if your issue isn’t resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.
You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.
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
If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.
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Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
