Linking my mobile

[spike]

can someone please contact me as well?

[caesarome]

@spike 

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.

[Greenfingers001]

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

[monchand]

i have the same issue. i have sim only on sky but wont let it link to my account. i want to upgrade to a phone aswell but cannot do it whilst it wont link to my sky account as dont want to lose my number or pay for sim only plus new tariff

[Greenfingers001]

Hi there @monchand, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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

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

[Lisa-P1987]

We are still looking to help you @Jack22 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Bobo1978]

As with every other person in this thread, I cannot activate my new mobile sim through the app without first linking my sky ID and I get the same error message as everyone else.  Please could someone assist me also.

Many thanks.

[caesarome]

@Bobo1978 

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:
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.

[Mrs_D]

Can I please have support linking my mobile to my broadband

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Bobo1978  an invite to chat.

[Lisa-P1987]

Update - Spoken to @Bobo1978 after a few checks, they are going to call our Sky ID team 🙂

[Bobo1978]

Just as an update on this, I have to say the process of attempting to resolve this has been deeply frustrating.

I've been trying for more than a week to link my skyID account via the website so that I can then go and activate and manage my new sky mobile sim cards.  This process led me to this thread and an admittedly fast response from the team on here (thankyou for that) .

The sky staff member who contacted my via the chat option here, could not access certain systems and could not identify why the account wouldn't link.  They then directed me to call the sky phone number and ask to be put through to a member of the sky IDM team to resolve.

Calling the number, I eventually managed to speak to a sky IDM team member who instructed me to create a new sky ID with a different email address to the one I normally used. I was then told to retry linking the account but got the same error message as with my normal sky ID account.

I was then told to repeat this process again with yet another email address (fortunately I had a work email address I could use).  Same process, same error message.  

The person I spoke to then told me the issue would now need to be escalated to another team to troubleshoot, but that it would be at least 5 working days before they got back to him, and that he would then message me back next Monday with that teams findings.  At this stage I have no idea whether that will lead to resolution or not.

This leaves me with 3 sims which I cannot activate and manage with my sky account, 2 unnecessary, extra sky ID accounts tied to different email addresses which I'm now not sure which I should be using , and a wait of seven days from now to determine the next steps (all the while not being able to use the sky mobile service).  As this is part of a wider migration of broadband and phone services across to sky from a different provider, this has not been a good customer experience.

Given this is an issue clearly affecting many more people than just myself, perhaps it would be a good idea for a representative from sky to address this issue directly, and provide detailed cause and resolution information on this thread. In order to help others, rather than passing people off to individual support calls which don't help anyone else looking for assistance on this thread.

[Donnadoo87]

I also need help. I have a sky mobile account but purchased two other devices and cannot link these and need to make a payment. I have the account number? 

[caesarome]

If you are already a Sky Mobile customer then you two new devices should be on the same account so if they are not then you must have ordered them on a different account in error. If you have the account number then logout if you order and setup a new account for them using a different email address.

[Stedabbs]

I could use some help too please. My mobile account was linked to an old ID (which I'd rather have kept - not sure if this is possible) I asked for it to be unlinked which I was told it has but I still can't seem to link it to my new ID. 

Thanks