Mobile account

[Hillstone]

I have a mobile phone contract with SKY mobile but I cant find my contract details in the app and I need to upgrade but its treating me like a brand new customer - I pay my bill by direct debit and it says my account is linked as I have my TV and broadband with them too and I can access those contracts easily - ive tried contacting sky which isnt easy but its not recognising my number and asking me to get a puk code but im not a new customer its really frustrating - what should I do? 

[caesarome]

@Hillstone 

Does this link allow you to view your credit agreement:

https://www.sky.com/myaccount/mobile/device/x/payments

For the upgrade does this link work for you:

https://www.sky.com/help/articles/sky-mobile-upgrade

[Hillstone]

No just takes me to virtual assistant who dont offer a mobile query option - its so frustrating

[caesarome]

@Hillstone 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Sky_Gee]

Hi @caesarome Thanks for escalating this. We’ve sent @Hillstone  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Sadie711]

I'm having the exact same issue!

Please could someone advise how to have this also escalated to the Sky Messaging team.

Thanks!

[caesarome]

@Sadie711 

What same issue are you having ?

[Sadie711]

Unable to view my sky mobile bill 

[_Claire]

Hi @Sadie711 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141